Twilio (Phone)

Integrating Twilio with Chatbase allows your AI agent to handle inbound phone calls. Your AI agent will answer calls using its configured voice, personality, and data sources. In just a few minutes, you can connect your Twilio account, import your phone numbers, and assign them to your agents.

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Before you start

• You need a Twilio account. If you don’t have one, sign up for Twilio.
• You need at least one phone number purchased in your Twilio account.
• Your Twilio Account SID and Auth Token are available on your Twilio Console dashboard.
• Make sure your Chatbase agent is set up with the voice settings you want callers to hear. You can configure voice, language, and greeting under your agent’s Settings > Voice tab.

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Step 1: Connect your Twilio account

1. Navigate to your Chatbase dashboard. 2. Go to Settings > Twilio in the left sidebar. 3. Enter your Account SID and Auth Token from the Twilio Console.

• Account SID starts with AC followed by 32 characters (e.g., ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx).
• Auth Token is a 32-character string.

4. Click Connect. Chatbase will validate your credentials against the Twilio API. Once connected, your Account SID will be displayed in a read-only field.

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Step 2: Import phone numbers

Once your Twilio account is connected, you can import your phone numbers into Chatbase. 1. On the same Settings > Twilio page, click Import from Twilio. 2. A dialog will show all available phone numbers from your Twilio account. 3. Select the numbers you want to import. For each number, you can optionally set a friendly name to help you identify it later (e.g., “Sales line” or “Support US”). 4. Click Import selected. Chatbase will automatically configure a SIP trunk on your Twilio account and register each number for call routing. Imported numbers will appear in the phone numbers table with their status and assignment.

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Step 3: Assign a phone number to your agent

1. Navigate to your agent and go to the Deploy page. 2. Find the Phone channel card and click Setup (or Manage if you have already assigned numbers). 3. Click Assign number. 4. Select one or more phone numbers from the list of available (unassigned) numbers. 5. Click Assign selected. The assigned numbers will appear as cards on the page showing the phone number, a green Active badge, and the friendly name if one was set. Your agent is now ready to receive calls on those numbers.

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How calls work

Once a phone number is assigned to an agent:

• Inbound calls to that number are automatically routed to the assigned agent.
• The agent uses its configured voice settings (voice provider, model, and language) to speak with the caller.
• The agent greets the caller with the first message defined in its voice settings.
• The conversation follows the agent’s instructions, knowledge base, and actions, just like a chat conversation.
• Each call creates a conversation entry visible in your agent’s Activity > Chat logs with the source marked as Phone.

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Managing phone numbers

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Unassign a number from an agent

1. Go to your agent’s Deploy page and click Manage on the Phone channel card. 2. Click the menu icon on the number card and select Unassign. The number will remain in your account and can be reassigned to a different agent.

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Remove a number from Chatbase

1. Go to Settings > Twilio in your workspace settings. 2. In the phone numbers table, click the menu icon next to the number and select Remove. The number will be removed from Chatbase but will remain in your Twilio account. You can import it again at any time.

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Disconnect Twilio

1. Go to Settings > Twilio in your workspace settings. 2. Click Disconnect in the danger zone at the bottom.