Set up telephony with Twilio

The voice channel turns flyhelpdesk into a soft phone: agents call customers with one click, and inbound calls are logged, matched to a contact, and opened as tickets (with voicemail recordings attached).

What you need

• A Twilio account with a voice-capable phone number (E.164, e.g. +14155550100).
• Your Account SID and Auth Token from the Twilio Console dashboard.

Connect it

1. Open Admin → Telephony / Voice and set the provider to Twilio.
2. Enter your phone number, Account SID and Auth Token. The token is a masked secret — it is only stored when you type it and is never shown again.
3. Save. Twilio credentials are stored encrypted per-tenant.

Point Twilio at flyhelpdesk

On the copy-ready Webhook URLs panel you'll see two addresses. In the Twilio Console, open your number's Voice configuration and set:

• A call comes in → the …/telephony/twilio/inbound URL (HTTP POST)
• Call status changes → the …/telephony/twilio/status URL (HTTP POST)

Test it

Use Test click-to-call: enter your own mobile in E.164 and press Call. A successful call appears in the log below within seconds. If it fails, the log row shows Twilio's error message.

What happens on an inbound call

• The caller hears a branded greeting and can leave a voicemail.
• flyhelpdesk matches the caller to a contact by the trailing digits of their number.
• With "Open a ticket for every inbound call" on, a voice ticket is created and the recording/voicemail is attached to its timeline.

Tips

• Keep click-to-call numbers in E.164 (+countrycode…) — the dialer normalises formatting but the country code is required.
• Add the caller's number to their contact so future calls match automatically.