Docs · Phone & SMS Setup

Connecting your telecom provider (Twilio, Telnyx or SignalHouse)

You bring your own carrier account. We store your credentials encrypted, read the numbers you already own, and point them back at this CRM so replies and calls land in your pipeline.

Who this is for

Whoever owns the telecom account and its bill. In a captive agency that's the admin only. For independent agents, each agent does this on their own account.

Before you begin

An account with Twilio, Telnyx or SignalHouse. We do not resell — the numbers and the usage are billed to you by them.
Admin access to that account, so you can read credentials.
Know which project or sub-account owns your numbers. Credentials are per-project, and the wrong one silently reads an empty number list.

What we do with your credentials

We read the numbers you already own and add them here, so you never re-buy a number you have. We point those numbers back at this CRM so replies and inbound calls land in your pipeline instead of vanishing. And your AI assistant sends on your own numbers, on your own account and your own bill.

Credentials are stored encrypted. Treat the auth token or API key like a password — it can send messages and spend money on your account.

Twilio

You need the Account SID and the Auth Token. Sign in to the Twilio Console using the account that owns your phone numbers; if your company has several projects, pick the one the numbers live in. The Account SID always starts with AC and is safe to share — it identifies you but can't do anything on its own. The Auth Token is behind a Show/eye icon.

Useful quirk: Twilio signs its webhooks with that same Auth Token, so entering it turns on signature verification for your numbers automatically. There's no separate key to add, and nobody can spoof your numbers into your inbox.

Telnyx

You need an API key and — separately — the Public Key. Create the API key under Account Settings → API Keys, and copy it immediately: Telnyx shows the full key only once.

The Public Key is a DIFFERENT credential, under Account Settings → Keys & Credentials. It is not the API key. It's the signing key we use to prove an inbound call or text genuinely came from Telnyx, so without it we can't verify inbound traffic.

Optionally add your Messaging Profile ID (Messaging → Messaging Profiles) and Call Control Application ID (Voice → Call Control Applications). Without them we can't always pick the right route for outbound.

SignalHouse

You need the API key and the Group ID (shown on your account/organisation page, in the form GFS1B000). We can't route your messages without the Group ID.

One important difference: with SignalHouse, 10DLC stays in their dashboard. We cannot read your registration status from their API, so once your brand is approved you mark it confirmed in Settings and that unblocks sending here. That means our status display for SignalHouse tenants is based on what you tell us, not on a live read — we'll say so rather than pretend otherwise.

How this differs by setup

Solo agent You run everything yourself.

Captive agency The agency owns the numbers, the A2P brand and the bill.

Independent agent You're in an agency but buy your own number and register your own EIN.

How to check it worked

After saving, the numbers you already own at that provider should appear in Phone Numbers. An empty list almost always means credentials for the wrong project or sub-account.
Send one text to your own phone from the SMS inbox and confirm it arrives.
Reply to that text from your phone and confirm the reply lands back in the CRM. That proves the webhook wiring, which is the half people forget to test.

Common mistakes

Using the Telnyx API key where the Public Key is asked for. They're different credentials with different jobs.
Copying credentials from the wrong Twilio project, then wondering why no numbers import.
Assuming saving credentials means you can send. You still need at least one phone number, and for SMS you still need A2P approval.
Not copying the Telnyx API key at creation. It's shown once; after that you have to make a new one.

Troubleshooting

No numbers imported after connecting	Credentials belong to a different project/sub-account than the one holding your numbers. Check which project owns the numbers in your provider's console and re-copy that project's credentials.
Outbound works but replies never arrive	The numbers aren't pointed back at this CRM, or a webhook signing key is missing. Re-run the connect flow, which repoints your numbers. For Telnyx, make sure the Public Key is filled in.
Texts send but never deliver	Almost always A2P, not credentials — carriers filter unregistered traffic silently. Check your A2P registration status. See the A2P guide.

Agency-owned vs agent-owned phone numbersWhether everyone shares the agency's number or each agent gets their own changes routing, compliance and what happens when an agent leaves.Local numbers (DIDs) and why a pool beats a single numberDialing a lead from a number with their own area code gets answered more often.A2P 10DLC — registering so your texts actually deliverConnecting a carrier makes texting technically possible.

Where this lives in the app

Open this screenOpens in the app Phone numbersOpens in the app

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