> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Twilio Phone Numbers

> When you need Twilio, how to set it up, and how it works with your voice provider

## 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.

***

## When You Need Twilio

<CardGroup cols={2}>
  <Card title="You need Twilio if..." icon="check">
    * 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)
  </Card>

  <Card title="You do NOT need Twilio if..." icon="xmark">
    * 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)
  </Card>
</CardGroup>

***

## How to Create a Twilio Account

<Steps>
  <Step title="Go to Twilio">
    Visit [twilio.com](https://www.twilio.com) and click **Sign Up**.
  </Step>

  <Step title="Create your account">
    Enter your name, email, and a password. Click **Start your free trial**.
  </Step>

  <Step title="Verify your email">
    Check your inbox for a verification email from Twilio and click the link.
  </Step>

  <Step title="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.
  </Step>

  <Step title="You are in">
    Once verified, you land on the Twilio Console dashboard. You are ready to grab your keys.
  </Step>
</Steps>

***

## Finding Your Keys

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

<Steps>
  <Step title="Open the Twilio Console">
    Go to [twilio.com/console](https://www.twilio.com/console) and log in.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Find your Auth Token">
    Your **Auth Token** is next to the Account SID. Click **"Show"** or the eye icon to reveal it. Copy it.
  </Step>
</Steps>

<Warning>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**.</Warning>

***

## Entering Keys in CloseTheCall

<Steps>
  <Step title="Open Agency Settings">
    In your CloseTheCall dashboard, go to **Agency Settings > API Keys**.
  </Step>

  <Step title="Paste your credentials">
    Enter your **Account SID** in the Twilio Account SID field and your **Auth Token** in the Twilio Auth Token field.
  </Step>

  <Step title="Save">
    Click **Save**. The system validates your credentials by making a test API call. If successful, your keys are encrypted and stored.
  </Step>
</Steps>

***

## 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.

<Steps>
  <Step title="Go to Regulatory Compliance">
    In the Twilio Console, navigate to **Phone Numbers > Regulatory Compliance**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Submit for review">
    Submit the bundle. Twilio typically approves UK bundles within 1-3 business days.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Info>This is a one-time setup per country. Once your regulatory bundle is approved, all future UK number purchases work automatically.</Info>

***

## 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.

***

## Troubleshooting

<Accordion title="My key does not save">
  * 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.
</Accordion>

<Accordion title="Phone number purchase fails">
  * 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.
</Accordion>

<Accordion title="Calls are not connecting">
  * 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.
</Accordion>

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