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Introduction

If you use Twilio as your phone service provider with your CRM, you need to configure webhooks to ensure that incoming calls, text messages, and call status updates are properly received and processed within the CRM platform. Webhooks allow Twilio to communicate these events directly to your CRM system.

Steps to Configure Webhooks in Twilio

Step 1: Access Your Phone Numbers

Step 2: Edit a Phone Number

Select the phone number you wish to configure by clicking on it to access its settings.

Step 3: Set the Routing Region

Ensure the routing region is set to ‘US1’. If it is not already configured this way, update it accordingly.

Step 4: Configure Voice Settings

Under the Voice Configuration section, set the following:

Configure with: Webhook
A call comes in: Webhook
URL:
HTTP: HTTP POST
Primary handler fails: Leave unchanged
Call status changes URL:
HTTP: HTTP POST
Caller Name Lookup: Enabled (recommended)

Click the save configuration button to apply these changes.

Step 5: Configure Messaging Settings

Under the Messaging Configuration section, set the following:

Configure with: Webhook
A message comes in: Webhook
URL:
HTTP: HTTP POST
Primary handler fails: Leave unchanged

Click the save configuration button to apply these changes.

Step 6: Messaging Service Configuration (If Applicable)

If your phone number is connected to a Messaging Service in Twilio, follow these additional steps:

Go to Active numbers.
Click on the linked Messaging Service.
Navigate to the Integration section.
Select "Send a webhook".
Enter the following URLs:
- Request URL:
- Fallback URL:
Click Save.

Why Configure Webhooks?

Webhooks are essential for enabling real-time communication between Twilio and your CRM. They ensure that events like incoming calls, messages, and status updates are instantly relayed to your CRM, allowing you to manage communications effectively and keep your records up to date.

Setting Up Twilio Webhooks for Incoming Calls, Messages, and Status Updates