Twilio Integration Overview

Service Overview

By integrating cloud-based voice call service Twilio with LiveAgent, telephone functionality becomes available.

Usage Considerations

  • Available for trial with trial account
  • Cloud edition recommends alternative integration method
  • Advanced features like IVR available

Main Features

Even when customers use telephone lines (landlines, mobile phones, or IP phones), agents can receive and handle calls on PCs logged into LiveAgent. It’s also possible to make outbound calls from LiveAgent through Twilio.

Twilio Configuration Steps

Acquiring Twilio Account

Trial Application

  1. Access the Twilio website
  2. Enter phone number for verification

Phone Number Acquisition

  1. Select “Phone Numbers” from the Twilio management dashboard
  2. Acquire your first Twilio number

Twilio Webhook Configuration

Request URL Configuration

  1. In the “Voice Calls” configuration screen, enter the request URL provided by LiveAgent
  2. Save the settings

API Credentials Acquisition

  1. Click “Show API Credentials” on the dashboard
  2. Obtain ACCOUNT SID, AUTH TOKEN, and phone number (Caller ID)

LiveAgent Configuration

Basic Configuration

  1. Log in to LiveAgent as an agent
  2. Open “Settings” → “Twilio” → “Twilio Integration” screen
  3. Enter the acquired Twilio credential information

Team Phone Configuration

  1. Add outbound numbers
  2. Enable number selection during outbound calls

Important Notes

Trial Account Limitations

  • Outbound calls only possible to “verified phone numbers”
  • Calls to other numbers are not possible

【Important】 Legacy Twilio webhook integration with LiveAgent ended support on June 30, 2023. Migration to Twilio SIP Trunk is recommended.