Twilio powers all voice functionality in SureConnect — inbound calls, agent softphone connections, recordings, and call queues. This guide walks you through connecting your Twilio account and configuring every credential SureConnect needs.
What you need from Twilio
| Credential | Where to find it | Used for |
|---|---|---|
| Account SID | Twilio Console dashboard | REST API authentication |
| Auth Token | Twilio Console dashboard | REST API authentication |
| API Key SID | Account > API keys & tokens | Voice SDK token generation |
| API Key Secret | Shown once when creating the key | Voice SDK token generation |
| TwiML App SID | Auto-created by SureConnect | Softphone webhook routing |
Step-by-step setup
- 1
Get your Account SID and Auth Token
Log in to the Twilio Console. Your Account SID and Auth Token are displayed on the main dashboard.
- 2
Create an API Key
In the Twilio Console, go to Account > API keys & tokens. Click Create API Key.
- Set a friendly name (e.g., "SureConnect API Key").
- Select Standard key type.
- Click Create API Key.
Copy the SID (starts with SK) and Secret immediately. The Secret is only shown once and cannot be retrieved later.
- 3
Enter credentials in SureConnect
Go to Settings in SureConnect. In the Twilio Integration section, enter your Account SID and Auth Token. Click Connect.
Then enter your API Key SID and API Key Secret in the Voice SDK section.
- 4
Run Auto-Setup for Voice SDK
Click the Auto-Setup Voice SDK button. SureConnect will automatically:
- Create a TwiML Application in your Twilio account.
- Configure the Voice webhook URL to point to SureConnect's client endpoint.
- Save the TwiML App SID to your settings.
This is the recommended approach. You do not need to create or configure the TwiML App manually.
/api/webhooks/twilio/client — not/api/webhooks/twilio/voice. Using the wrong URL causes duplicate call records. The Auto-Setup button configures this correctly.Purchasing phone numbers
You can purchase Twilio phone numbers directly from the Settings page. Search by area code or choose toll-free. Purchased numbers appear in the dropdown when you add tracking numbers to campaigns.