Moving US Numbers from Twilio to CRM
Overview
This guide outlines the process for transferring US local and toll-free phone numbers from Twilio into your CRM Phone sub-account. This migration ensures that your SMS and voice capabilities continue to function seamlessly within the CRM platform.
Important: To successfully move your numbers, you must contact both CRM Support and Twilio Support to facilitate the transfer.
Note: This article applies only to US local and toll-free numbers. For numbers from other countries, refer to the international migration guide.
Before You Begin
Before initiating the migration, ensure you have the following:
- Access to the client’s Twilio account (must be the account owner)
- The Location ID of the CRM sub-account where the number will be moved
- A support request submitted to CRM Support to obtain the Gaining Sub-account SID
- For international numbers, ensure all required regulatory bundles and addresses are approved in Twilio beforehand
Key Benefits of Migrating to CRM Phone
- Centralizes all communications within the CRM ecosystem
- Enables advanced features like call tracking, automation, and SMS workflows
- Simplifies billing and phone number management for agencies
- Provides faster support and troubleshooting through native infrastructure
What Is the CRM Phone System?
The CRM Phone system is a built-in telephony solution that operates via a Twilio ISV connection. Moving a Twilio number into a CRM Phone sub-account allows the number to be fully managed within CRM, eliminating the need for a separate Twilio integration and providing a more stable, feature-rich experience.
Moving Numbers from Twilio to CRM Phone
Follow these steps carefully to migrate your phone numbers successfully.
Step 1: Obtain the Gaining Sub-account SID
Navigate to the CRM sub-account (location) where you want to move the number and note the Location ID. Submit a support ticket to CRM Support requesting the Gaining Sub-account SID for that Location ID.
Step 2: Submit a Ticket to Twilio
Once you receive the Gaining Sub-account SID from CRM Support, log in to the client’s Twilio account and create a new support ticket with Twilio. Use the following template for your request:
Subject: Request to Move Phone Number(s) to New Sub-account
Priority: P3 – General
CC: migration@crmhq.com
Message:
Hi Twilio Support,
I would like to move the following phone numbers to a new sub-account:
[PASTE_TWILIO_NUMBER_HERE]
Losing sub-account SID: [Your current Twilio sub-account SID]
Gaining sub-account SID: [Gaining Sub-account SID received from CRM Support]
Time-frame: ASAP
This migration is essential for business continuity. Please process this request at your earliest convenience.
Thanks!
Important: After submitting the ticket, Twilio will review your request and respond via email. If you need assistance, contact CRM Support for help.
Final Checklist
- Only the Twilio account owner can authorize the migration
- For international numbers, complete all regulatory compliance steps in Twilio first
- Migration typically takes 24–72 hours, depending on Twilio’s processing time
- Always CC migration@crmhq.com in your support ticket for coordination
Frequently Asked Questions
Q: Will my SMS workflows or call tracking be interrupted during the move?
A: There may be brief downtime. Plan to move numbers during low-traffic hours.
Q: Can I move numbers from multiple Twilio accounts into one CRM Phone account?
A: Yes, but each migration must be submitted separately and authorized by the original account owner.
Q: What happens to billing after migration?
A: The number will be billed through CRM Phone, not through the client’s personal Twilio account.
Q: Can I use this process for international numbers?
A: No, this process applies only to US local and toll-free numbers. For international numbers, refer to the dedicated guide.