Connect Twilio to Chirply for calling and SMS.

What you need before connecting

• An owner or administrator account in the Chirply workspace you intend to configure.
• Access to the intended Twilio account's Account SID and Auth Token, and permission to manage its voice setup and numbers.
• A Chirply plan with calling enabled, plus a number with the capabilities your workflow needs. Check SMS capability separately from voice.
• A separate phone you control for agreed test calls and texts, and a browser with microphone permission for the softphone.

This guide describes a direct connection to your own provider account. If an agency manages your workspace or provider connection, confirm the arrangement with its administrator before replacing credentials or changing routing.

Keep the subscription and provider bill separate

The number allowance is a Chirply capacity limit, not free number rental. Twilio bills its numbers and voice/SMS usage separately; carrier and registration fees can also apply. Check Twilio voice rates and messaging rates for your country and traffic. The pricing table covers Chirply's other features, including AI agents and transcription.

A Chirply trial and a Twilio trial are separate. Twilio trial accounts restrict recipients and available functionality. Verify your test recipient and check Twilio's current trial requirements before treating a blocked test as a CRM fault.

Connect your Twilio account and set up a number

1. Choose the workspace and connect the account

   Open Settings → Integrations, find Twilio and enter the Account SID and Auth Token from the intended Twilio Console account. Save the connection. Treat the Auth Token as a secret; enter it only in the connection form, not a public guide, screenshot or support email.

2. Read the setup result

   Chirply attempts to create the API key and voice application it needs when you save, reusing existing setup when available. You do not normally need to copy webhook URLs. If setup reports an error, resolve it and save again; saved credentials alone do not prove the browser phone is ready.

3. Buy or import the number you intend to use

   Open Phone → Numbers. Buy a new number or import one already held in that Twilio account. Check its voice/SMS capabilities and price before buying. Bringing a number under Chirply's management configures its routing, so first review any service already using that line.

   A number held at another carrier needs a separate Twilio porting process. Importing it into the CRM does not perform a carrier port. Follow the provider's eligibility, documentation and transfer instructions before moving a live line.

4. Choose what happens when the number rings

   Select the number to open its settings. Choose the intended inbound destination: team, phone menu, AI agent, forwarding number or conference room. For team ringing, connect the browser phone and allow microphone access. Check voicemail or the chosen fallback too; a connected number does not by itself choose your business's answering rules.

5. Finish the messaging requirements for your sender

   For application SMS from US local long-code numbers to US recipients, review A2P 10DLC registration. Toll-free messaging has its own verification process; the right requirement depends on the number and destination. Chirply's Carrier trust and registration screens expose the supported setup steps. Check the actual approval status before testing SMS. Connecting Twilio does not approve a sender or establish consent to message customers.

Check the complete call and reply path

Use your own agreed test recipient. These checks make real calls and texts, so provider charges can apply. Record which workspace, number, destination and outcome you checked instead of treating a successful connection as the whole test.

Outbound call

Call a separate phone you control from the browser dialer. Confirm the intended caller ID and two-way audio, then find the call in Calls.

Inbound call

Call the business number from that separate phone. Confirm the destination you selected answers: the team, IVR, AI agent or forwarding destination.

Two-way SMS

Where the number and registration permit SMS, send a test to your own agreed test phone. Reply and check both directions in Conversations.

Missed-call recovery

If enabled, leave a test call unanswered. Confirm the hours and caller filters allow it, check the text, then reply and inspect the conversation.

In the number's Missed-call text back section, you can choose any missed call or only outside business hours, and optionally skip callers who already exist as contacts. Read the missed-call configuration and test sequence for the default message, repeat-call behavior and reply handoff.

Find the failing part before changing the whole setup

The connection saved, but the phone is not ready

Read the connection result, not only the Connected label. If voice setup reported a failure, confirm the account credentials and permissions, then save again to retry the incomplete setup.

A number is missing

Check which Twilio account you connected and whether the number is already imported into this workspace. A number at another carrier needs a port before it appears in your Twilio inventory.

The browser does not ring or audio is missing

Check the number's destination and whether the browser phone is connected. For team ringing, keep it open and allow microphone access. Check the selected microphone/headset and browser site permissions.

SMS works differently from calling

Voice capability does not establish SMS capability or messaging approval. Check the number's SMS support, sender registration, Twilio trial restrictions, recipient opt-out status and the delivery error in the provider logs.

The missed-call text did not send

Check the number's enabled setting, SMS capability, after-hours selection and Business profile hours, then whether the caller was already a contact or had opted out. Review the provider error if delivery was attempted.

For audio and connectivity issues, consult Twilio's browser calling guidance. For Chirply help, email support@chirply.io with the workspace name, affected number, test time and exact error. Never include the Auth Token or other private credentials.