Twilio Integration (BYOT)

User can connect their own Twilio account to Callab AI. This is called BYOT (Bring Your Own Twilio).

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What is BYOT?

BYOT allows user to:

• Use their existing Twilio account
• Keep existing phone numbers
• Manage Twilio billing directly
• Full control over telephony
• Access Twilio features

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Add Twilio Phone Number

User can add Twilio number:

1. Go to Phone Numbers
2. Click “Add Phone Number”
3. Select “Bring Your Own Twilio”
4. Enter Twilio credentials
5. Select phone number
6. Save configuration

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Required Information

User needs from Twilio account: Account SID:

• Found in Twilio Console
• Format: ACxxxxxxxxxxxxxxxxxxxxxxxxxx
• Identifies your Twilio account
• Located in Account Info section

Auth Token:

• Found in Twilio Console
• Format: Long alphanumeric string
• Authenticates API requests
• Keep this secret/secure

Phone Number:

• Must be purchased in Twilio
• Format: E.164 (+14155552671)
• Must be active in account
• Can be voice-enabled number

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Getting Twilio Credentials

Step 1: Log into Twilio

1. Go to https://console.twilio.com
2. Log in to your account
3. Navigate to Account Dashboard

Step 2: Find Account SID

• Located in Account Info section
• Labeled as “Account SID”
• Click to copy
• Paste into Callab

Step 3: Find Auth Token

• Located below Account SID
• Labeled as “Auth Token”
• Click “Show” to reveal
• Copy and paste into Callab

Step 4: Select Phone Number

• Choose from your Twilio numbers
• Number must be voice-enabled
• Number must be active
• Can be local or toll-free

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Configuration

User configures BYOT connection: Account SID:

• Paste from Twilio Console
• Validates on save
• Required field

Auth Token:

• Paste from Twilio Console
• Stored encrypted
• Required field

Phone Number Selection:

• Dropdown shows available numbers
• Only voice-enabled numbers appear
• Select number to use
• Can change later

Nickname (Optional):

• Friendly name for this number
• Example: “Main Support Line”
• Helps identify in dashboard

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Testing BYOT Connection

User should test after configuration: Test Inbound:

1. Call your Twilio number
2. Verify call reaches agent
3. Test conversation
4. Check call quality

Test Outbound:

1. Assign agent to number
2. Make outbound call
3. Verify call connects
4. Check caller ID displays
5. Test conversation

Verify in Twilio:

1. Check Twilio Console
2. View call logs
3. Confirm calls appearing
4. Monitor usage/costs

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Billing

Twilio Bills User Directly:

• Callab does NOT charge for calls
• User pays Twilio standard rates
• Monitor usage in Twilio Console
• Set up billing alerts in Twilio

Twilio Pricing:

• Costs vary by region and number type
• Check current pricing: Twilio Voice Pricing
• Includes per-minute rates for calls
• Monthly phone number rental fees
• Additional fees may apply

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Managing BYOT Numbers

Update Credentials:

• Go to Phone Numbers
• Edit Twilio number
• Update Account SID or Auth Token
• Save changes

Change Phone Number:

• Edit configuration
• Select different number
• Save changes
• Test new number

Remove BYOT:

• Delete phone number from Callab
• Does NOT delete from Twilio
• Twilio number remains in your account
• Billing continues in Twilio

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Troubleshooting

Connection fails:

• Account SID correct?
• Auth Token correct?
• Twilio account active?
• Phone number active in Twilio?

No available numbers:

• Do you have voice-enabled numbers?
• Are numbers active?
• Check Twilio Console

Calls don’t connect:

• Number configured in Callab?
• Agent assigned to number?
• Twilio account has credit?
• Check Twilio error logs

Auth Token invalid:

• Token copied correctly?
• No extra spaces?
• Token not regenerated in Twilio?
• Account still active?

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BYOT vs Callab Numbers

BYOT Advantages:

• Use existing numbers
• Keep your Twilio setup
• Direct Twilio billing
• Full Twilio control
• Access all Twilio features

BYOT Considerations:

• Manage Twilio account
• Handle Twilio billing
• Twilio rate costs
• Need Twilio expertise
• Separate vendor management

Callab Numbers Advantages:

• Single vendor (Callab)
• Simplified billing
• No Twilio account needed
• Callab manages everything
• Included in subscription

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Best Practices

Security:

• Rotate Auth Token periodically
• Use Twilio subaccounts if possible
• Monitor for unusual activity
• Set up Twilio alerts
• Review access logs

Cost Management:

• Monitor Twilio usage
• Set up billing alerts
• Review call logs regularly
• Optimize call routing
• Use appropriate number types

Reliability:

• Keep Twilio account funded
• Monitor number status
• Check Twilio health dashboard
• Set up Twilio monitoring
• Have backup numbers

Maintenance:

• Update credentials if changed
• Test regularly
• Monitor call quality
• Review Twilio logs
• Keep contact info current

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Multiple Twilio Accounts

User can add multiple BYOT connections: Separate Accounts:

• Add each account separately
• Different Account SID/Token per account
• Select numbers from each
• Manage independently

Use Cases:

• Different regions
• Different departments
• Test vs production
• Client-specific numbers

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Switching from BYOT

User can migrate to Callab numbers:

1. Purchase Callab number
2. Port number to Callab (optional)
3. Update agent configuration
4. Test new number
5. Remove BYOT connection
6. Cancel Twilio number (optional)

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Support

Twilio Issues:

• Contact Twilio Support
• Check Twilio status page
• Review Twilio documentation
• Check Twilio community

Callab Integration Issues:

• Email: contact@clusterlab.com
• Include: Account SID (safe to share)
• Include: Error messages
• Do NOT include: Auth Token

Need Help Deciding:

• Contact Callab sales
• Compare pricing
• Discuss requirements
• Get recommendation

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Next Steps

After configuring BYOT:

1. Test inbound calls
2. Test outbound calls
3. Assign agents to number
4. Monitor call quality
5. Review Twilio usage
6. Set up billing alerts

Related Documentation:

• SIP Trunk - Alternative integration method
• Testing Guide - Test your Twilio integration
• Setup Inbound Agent - Configure call routing