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What Is Twilio?

Twilio is a phone number provider. It buys and manages real phone numbers for your AI receptionist. Twilio does not handle the AI conversation itself — that is done by your voice provider (VAPI, Retell, or Bland). Twilio just provides the phone number that rings. Think of it this way: Twilio is the phone line, and VAPI/Retell/Bland is the brain that answers.

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When You Need Twilio

You need Twilio if...

  • You use VAPI and need UK or AU phone numbers (VAPI only provides US numbers natively)
  • You are an agency and want to own your phone numbers directly (numbers stay with you if you ever leave CloseTheCall)

You do NOT need Twilio if...

  • You are a US-only business on VAPI (numbers are included)
  • You use Retell (native phone numbers for multiple countries)
  • You use Bland (native phone numbers for multiple countries)
  • You are a direct client (the platform handles phone numbers for you)

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How to Create a Twilio Account

1

Go to Twilio

Visit twilio.com and click Sign Up.
2

Create your account

Enter your name, email, and a password. Click Start your free trial.
3

Verify your email

Check your inbox for a verification email from Twilio and click the link.
4

Verify your phone number

Twilio will ask you to verify a phone number via SMS code. Enter your mobile number and the code you receive.
5

You are in

Once verified, you land on the Twilio Console dashboard. You are ready to grab your keys.

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Finding Your Keys

You need two values from Twilio: your Account SID and your Auth Token.
1

Open the Twilio Console

Go to twilio.com/console and log in.
2

Find your Account SID

Your Account SID is displayed on the dashboard home page. It starts with AC followed by a long string of letters and numbers.
3

Find your Auth Token

Your Auth Token is next to the Account SID. Click “Show” or the eye icon to reveal it. Copy it.
Your Auth Token is a secret. Do not share it publicly or commit it to code. If you suspect it has been exposed, rotate it immediately in Twilio Console under Settings > API Keys.

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Entering Keys in CloseTheCall

1

Open Agency Settings

In your CloseTheCall dashboard, go to Agency Settings > API Keys.
2

Paste your credentials

Enter your Account SID in the Twilio Account SID field and your Auth Token in the Twilio Auth Token field.
3

Save

Click Save. The system validates your credentials by making a test API call. If successful, your keys are encrypted and stored.

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UK Number Requirements

UK phone regulations are stricter than US regulations. Before you can buy a UK phone number through Twilio, you need to complete a one-time regulatory setup.
1

Go to Regulatory Compliance

In the Twilio Console, navigate to Phone Numbers > Regulatory Compliance.
2

Create a Regulatory Bundle

Click Create a Bundle and select United Kingdom. You will need to provide your business name, address, and a form of identification.
3

Submit for review

Submit the bundle. Twilio typically approves UK bundles within 1-3 business days.
4

Note your BundleSid and AddressSid

Once approved, you will have a BundleSid and an AddressSid. These are used automatically when the platform purchases UK numbers on your behalf.
This is a one-time setup per country. Once your regulatory bundle is approved, all future UK number purchases work automatically.

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Cost

  • Phone number rental: ~$1-2/month per number (varies by country and number type)
  • Calling rates: per-minute charges apply on top of your voice provider costs. US calls are typically $0.01-0.02/min. UK and international rates vary.
  • SMS: ~$0.0075 per message (US). UK rates vary.
Twilio charges are billed separately through your Twilio account, not through CloseTheCall.

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Troubleshooting

  • Check that your Account SID starts with AC. If it starts with anything else, you may be copying the wrong value.
  • Check that your Auth Token is at least 32 characters long.
  • Make sure you are copying from the main account, not a subaccount.
  • For UK numbers: check that your regulatory bundle is approved in Twilio Console under Phone Numbers > Regulatory Compliance. The bundle status must be “Approved”.
  • For US numbers: most purchases work immediately. If a specific area code fails, try a different one — not all area codes have available numbers.
  • Check your Twilio account balance. Trial accounts have limited purchasing ability.
  • Verify your Twilio account is upgraded from trial (trial accounts can only call verified numbers).
  • Check that the phone number is active in Twilio Console under Phone Numbers > Manage > Active Numbers.
  • Ensure your Twilio balance is not zero.
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