Setting Up Twilio Rebilling for Clients Using Their Own Accounts
Overview
This guide explains how to configure Twilio rebilling for clients who wish to use their own Twilio accounts within your CRM platform. By following these steps, you can transfer their phone numbers to a sub-account under your Twilio account, enabling seamless billing management while maintaining their existing services.
Prerequisites
Before beginning, ensure your client's sub-account in the CRM is currently linked to their own Twilio account. You'll need to create a matching sub-account in your Twilio account to facilitate the transfer.
Step-by-Step Instructions
Step 1: Create a New Sub-Account in Twilio
Log into your Twilio account. Navigate to the gear icon, select Sub-accounts, and click the red plus icon to create a new sub-account. Name it to clearly identify the client you're setting up rebilling for.
Step 2: Prepare the Transfer Request Template
Copy and customize the following template with your client's details:
Hi Twilio,
My client [client name] whose Twilio account is registered under [client's Twilio account email] would like to move the following numbers from their account to a sub-account in my account:
[list of phone numbers]
The Losing Account SID is: [SID from client's current sub-account]
The Gaining Account SID is: [SID of new sub-account you created]
We would like the number(s) transferred as soon as possible.
Thanks in advance!
You can find the Losing Account SID in your CRM under Agency Settings > Twilio, next to your client's name in the list.
Step 3: Submit a Support Ticket to Twilio
In your Twilio account, click the question mark icon and select Submit a Ticket. Paste your completed template into the ticket and submit it.
Step 4: Have Your Client Submit a Ticket
Modify the first paragraph of the template to read: I would like to transfer the following number(s) from my Twilio account to another account: Send this updated version to your client and ask them to submit it through a support ticket from their Twilio account. Twilio requires tickets from both parties to approve the transfer.
Step 5: Confirm the Transfer
Once Twilio confirms the transfer is complete, verify that the phone numbers appear in the new sub-account you created in your Twilio account.
Step 6: Update Credentials in CRM
Log into your CRM and go to Agency Settings > Twilio. Scroll to your client's account, click the three dots icon next to their name, and select Update Credentials. Replace the existing SID and Auth Token with the new values from the sub-account you created in Twilio. You can find these values in your Twilio account under the gear icon > Sub-accounts > [client sub-account name].
Frequently Asked Questions
What should I do if my client has issues after enabling rebilling?
First, verify all configurations were applied correctly. If issues persist, contact Twilio support for assistance or reach out to CRM support for platform-specific help. Also, check for any recent changes to Twilio's API or billing settings.
Are there any limitations with using a client's own Twilio account?
Yes, potential limitations include differences in Twilio's pricing tiers, feature availability, or regional restrictions that could affect billing or functionality. Review Twilio's documentation and your CRM's integration capabilities to ensure compatibility.