One thread per client
Every message and call is filed against the client whose number it came from, alongside email and portal tickets. Anyone on your team can pick up the conversation without forwarding screenshots.
Integrations · Business tools
Twilio + Agency Pilot
Bring your own Twilio account and your numbers. Texts and calls to and from clients land in that client's conversation, matched by phone number, with call recordings stored alongside.
Twilio at a glance
- What it does
- Two-way SMS and calls in client conversations, inbound webhooks verified by signature, call recordings stored with the thread.
- Set up
- Settings → Integrations → Twilio: paste your Account SID, auth token and numbers. Stored encrypted.
- Costs
- Twilio bills you directly at their rates. Agency Pilot adds nothing on top.
Disconnecting
- 1
Settings → Integrations → Twilio → Disconnect. Stored credentials are deleted.
Twilio: common questions
- Can I use numbers I already have in Twilio?
- Yes. Add them in settings and point their messaging and voice webhooks at the URLs shown there.
Connect Twilio to Agency Pilot
Start a 14-day trial with 300 credits and connect it from Settings in a couple of minutes.
Bring your own numbers into a clear client workflow
The Twilio integration for agencies connects the agency’s own account and numbers to client conversations in Agency Pilot. Before entering settings, decide which numbers belong in that workflow and who is responsible for answering the activity they receive. A working phone connection is only one part of a dependable client experience. The team also needs accurate client contact details, an agreed monitoring routine and a clear place to record the next action after a conversation.
Start with one representative number and one authorized test recipient. Write down the expected sender, destination and client record, then test outbound and inbound activity separately. This creates a small, repeatable acceptance check. It is easier to investigate than connecting every number at once and waiting for a real client to report a problem. Keep the test clearly labeled and avoid recording sensitive client information merely to prove that the connection works.
Use the first successful check as a reference for later account changes. Record which number and client were involved, which channels were tested and who confirmed the result. That gives the team a practical baseline when a new number, contact update or provider configuration produces an unexpected outcome.
Check the number and the conversation destination
The documented integration matches activity to a client by phone number. That makes client data part of the connection’s operating setup. Verify the number on the intended client record and establish whether a shared business number could represent more than one contact. When checking a test result, inspect the actual conversation destination rather than only confirming that the phone rang or a text arrived. Provider delivery and filing against the intended client are two distinct checks.
Illustrative example: an agency might use one Twilio number for account-management calls and texts with a local business owner. The account manager sends a labeled setup message, the owner replies and the agency verifies the reply in that client’s conversation. A covering teammate then checks that the context is understandable before taking over follow-up. This example is an operating practice, not a claim that connecting Twilio automatically assigns a teammate or guarantees a particular response time.
Configure the intended webhook route carefully
The setup described in the product uses the agency Account SID, auth token and numbers, with messaging and voice webhooks pointed at the URLs shown in settings. Use those exact settings values for the intended environment and account. Do not copy an old destination from an unrelated client or assume that a previously configured number already points to the current workflow. When changing a live number’s route, first identify which existing process may depend on its current destination.
Agency Pilot documents verification of inbound webhook signatures. A signature check establishes a technical trust condition for incoming activity; it does not correct a wrong phone-number mapping or an unexpected business process. If a test fails, compare the intended provider account, number and destination before changing credentials. Keep a record of the non-secret configuration context and the result of the test, so the next person can distinguish an account setup issue from a conversation-routing issue.
Treat SMS and calls as separate acceptance checks
A successful SMS test does not prove that the voice path is configured, and a successful call does not establish the messaging route. Check the channels your agency actually intends to use. For a call, verify the expected number, the conversation record and the availability of the associated recording described by the product. For SMS, verify both the outgoing message and an agreed reply. Note what was observed rather than recording only a vague “Twilio connected” status.
Before everyday use, explain the team’s communication practices to the relevant clients. Agree which number they should expect, who monitors messages and how urgent matters are handled. Follow your agency’s requirements for authorization, communications and recordings; the connection itself does not establish that every planned use is appropriate. Keep those operational decisions with the client relationship. A technical setup check should never become a reason to send unsolicited test messages or place surprise calls to unrelated contacts.
Give the team a practical troubleshooting sequence
Begin with the observed stage of failure. If the provider did not send an outgoing message, investigate the sending account and number. If the provider shows inbound activity but the intended client conversation does not, inspect the receiving route and matching information. If activity appears in another client context, review the contact data before assuming delivery failed. Preserve timestamps and relevant non-secret identifiers so the responsible person can compare the same event across the two systems.
For call issues, state whether the call was attempted, connected, associated with the expected client and accompanied by the expected recording. Those are different observations and may need different investigation. Keep credentials out of screenshots and ordinary support notes. After a correction, repeat the original controlled test so the team can tell whether the specific failure was resolved. Avoid changing messaging routes, voice routes and client records simultaneously unless the diagnosis genuinely requires it.
Plan costs and continuity with the provider account owner
Twilio bills the agency directly according to its rates, and the marketing source states that Agency Pilot adds nothing on top of those provider charges. The useful operating question is who reviews the provider account and approves the agency’s use of its numbers. Confirm that responsibility before rolling out a new communication workflow. Do not infer a fixed provider cost from the presence of an integration or promise that every account has the same charges.
Before disconnecting or changing providers, identify how new client replies will be handled. Review the numbers, destinations and any separate processes using the same account. Agency Pilot’s documented disconnect removes the stored credentials; it does not close the external Twilio account or decide what should happen to its numbers. Agree the replacement route, test it and tell the delivery team where to look for new activity. Access removal and service continuity are related tasks, but neither automatically completes the other.
Frequently asked questions
What does Agency Pilot use my Twilio account for?
The documented integration supports sending and receiving SMS and calls in client conversations, with call recordings stored alongside. It uses your agency’s own Twilio account and numbers. Define which client workflow you want to support before connecting it. The integration is a communication route; it does not automatically establish your agency’s response commitments, assign staff to a client or determine which contacts should receive messages.
Can I use numbers already owned by the agency?
Yes. The existing guide says to add your Twilio numbers in settings and point their messaging and voice webhooks at the URLs shown there. First inspect what each number currently serves. A live number may already belong to another workflow, so changing its destination should be deliberate. Verify the new route with an agreed test and make sure the delivery team knows where future activity will appear.
What information does setup require?
The documented setup asks for the Account SID, auth token and numbers in Settings → Integrations → Twilio. Use the designated integration settings and an authorized agency account. The source states that stored credentials are encrypted. Your handover notes should identify the account owner, relevant numbers and test results without copying the secret token into project documents, support messages or client-facing onboarding answers.
Who pays Twilio’s provider charges?
The agency pays Twilio directly according to the provider’s rates. The source states that Agency Pilot adds nothing on top. Check the provider account for the applicable billing details and assign someone to monitor usage. An integration being available does not establish a universal per-message or per-call price, and this page should not be treated as a substitute for the charges associated with your own Twilio account.
Why does the client’s phone number matter for message matching?
The described workflow associates activity with clients by phone number. An inaccurate, outdated or ambiguous number can make the destination difficult to interpret even when the provider delivered the message. Verify the intended client contact data before testing and inspect the resulting conversation. Keep account identity, delivery and client matching separate in troubleshooting so a data problem is not misdiagnosed as a credential problem.
How do I test two-way SMS without contacting real prospects?
Choose a recipient who has agreed to help with setup and use a clearly labeled test message. Confirm the intended client record, sending number and reply destination in advance. Send the message, ask for a reply and verify both observations in the expected conversation. Record the time and result, then handle the test record according to your agency’s normal process. There is no need to involve unrelated prospects.
Should voice calling be tested separately from messaging?
Yes. The setup includes separate messaging and voice webhook responsibilities, and one working channel does not prove the other. Test the call route your agency intends to use, inspect the expected client conversation and confirm the recording behavior described for the integration. Make the call an agreed setup exercise. Note each observed result so later troubleshooting can distinguish call connection from client association or recording availability.
Does a verified webhook guarantee the correct client record?
No. Signature verification and client matching address different concerns. The source documents signed inbound webhook verification, while conversation placement depends on the described phone-number match. If an event is received but appears in an unexpected context, investigate the relevant client data and mapping. Do not treat a technical authenticity check as proof that the agency’s account and contact setup is correct.
What should I check if an outbound message fails?
Identify the sending account and number, the intended destination, the time of the attempt and the exact observed state. Compare the provider-side result with what Agency Pilot shows before changing the integration. Keep private credentials out of the diagnostic note. Once a specific correction is made, repeat the same controlled test; changing multiple unrelated settings at once makes it harder to establish which part of the route failed.
What should I check if an inbound message is missing?
Establish whether the provider received it, whether the number points at the expected destination and whether the client phone data matches the sender. Preserve the timestamp and a non-secret event reference if available. These observations narrow the question from a general connection problem to a particular handoff. Check the intended conversation and any mapping ambiguity before sending another round of client messages or replacing working credentials.
How should call recordings be used by the agency team?
The product places recordings with the client conversation. Agree which team members need them and how the agency will use them for follow-up under its applicable requirements. A recording is context for the work, not a replacement for noting a promised next action. Before relying on the workflow, check that the expected call and recording appear against the correct client during an authorized setup test.
Can another teammate continue the client conversation?
The purpose of the client thread is to keep communication context together with the relationship. Establish your agency’s own process for assigning follow-up, identifying unresolved requests and covering absences. The connection itself does not decide those responsibilities. A good handover says what the client asked, what the agency promised and who acts next, allowing a teammate to continue without asking the client to reconstruct the entire conversation.
What changes if we use GoHighLevel instead?
Agency Pilot also documents a GoHighLevel route for SMS and calls through GHL numbers. Review that integration according to your existing infrastructure and desired workflow. Do not assume that enabling a second provider automatically migrates every number, message or configuration. Identify the intended sending and receiving route, test it and give the team a clear operating map so they know which account owns each communication path.
Does disconnecting Agency Pilot close the Twilio account?
The described disconnect deletes stored integration credentials in Agency Pilot. It does not represent cancellation of the agency’s external provider account. Review provider numbers and destinations separately, especially if they serve other processes. Before disconnecting an active client route, establish how new replies and calls will be monitored afterward and verify that handover with the responsible team member.
What should our ongoing Twilio handover record contain?
Keep the authorized account owner, relevant numbers, intended client matching, message and call destinations, and the last verification results. Add the person responsible for provider billing and the agency’s operational monitoring. Store secrets in the designated settings rather than duplicating them in the handover. Review this record when numbers, staff or client contact details change so the connection remains understandable and maintainable over time.