Connect a Call Provider (Plivo or Twilio)

Start in Settings: Voice#

Open Settings → Voice. If no provider is connected yet, you’ll see a “No call provider connected yet” card with an Add a call provider button. Click it to open the connect form.

Step 1 — Choose your provider & name the connection#

Pick Plivo or Twilio — both bring your own account. Then give the connection a name (required, up to 60 characters), for example “Plivo US · Sales line”. The name helps you tell your accounts apart when you connect more than one.

Step 2 — Enter your credentials#

Connecting Plivo#

Plivo needs two values:

• Auth ID
• Auth Token

Find both in your Plivo Console under Account → Keys & Credentials. Paste them into the form. Your token is encrypted at rest and never shown again after you connect.

Connecting Twilio#

Twilio connects with an API Key (not your main Auth Token), so it needs three values:

• Account SID
• API Key SID
• API Key Secret

Create an API Key in your Twilio Console under Account → API keys & tokens, and copy your Account SID from the Console dashboard. The secret is encrypted at rest and shown only once — you’ll never be asked for your Twilio Auth Token.

Step 3 — Verify & choose numbers#

Click Add a call provider. The CRM first verifies your credentials with the provider (without connecting yet) and lists the phone numbers your account owns:

• If the account owns more than one number, a picker appears — tick the numbers you want to bring into the CRM (there’s a search box and a Select all / Clear all shortcut). You can change this later.
• If the account owns one number (or none), it connects straight through.

Click Connect to finish.

Finishing up: provisioning#

After connecting, the CRM automatically configures your provider account to route calls to the CRM. You may briefly see a “Finishing provisioning” banner — outbound calling will activate shortly. Once ready, the account shows a green Connected badge.

🎉 Your provider is connected — it now appears as a card with a Connected badge and its numbers.

Next, manage which numbers are connected, then assign caller IDs to your agents so they can start dialing.