Connecting Twilio voice channel

With Twilio Voice, customers call a real phone number and agents answer in their browser.

What you'll need from your Twilio account:

• Account SID and Auth Token

• An API Key SID and API Key Secret (secure tokens to connect each agent to the call)

• A TwiML App and a Twilio phone number

Steps to create a new Voice Channel inbox

1. In Chatwoot, create (or open) the "Voice Channel" inbox — Settings → Inboxes → Add Inbox → Voice Channel.

   
   

2. Enter your Twilio phone number and the Twilio credentials above, enter your "API Key SID" and "API Key Secret", then save.

   
   

3. Chatwoot will then show you two URLs:

   • Twilio Voice URL

   • Twilio Status Callback URL

4. Copy those and update it in the Twilio Dashboard: paste the "Twilio Voice URL" onto both your Twilio phone number settings and your TwiML App, and paste the "Twilio Status Callback URL" onto your phone number's status callback field.

Steps to enable Voice in existing inboxes

1. Got to your inbox's settings page. (Settings > Inboxes > {Inbox Name})

2. Open the inbox's "Voice" settings tab and turn on radio button labeled "Enable Voice Calling".

3. Chatwoot will then show you two URLs:

   • Twilio Voice URL

   • Twilio Status Callback URL

4. Copy those and update it in the Twilio Dashboard: paste the "Twilio Voice URL" onto both your Twilio phone number settings and your TwiML App, and paste the "Twilio Status Callback URL" onto your phone number's status callback field.

   
   

5. Once saved, the inbox is ready to make and receive calls on that number.