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Twilio Phone Number

Import a phone number directly from your Twilio account and connect it to a DronaHQ voice agent.

This is the fastest way to give your agent a real phone number. You paste three pieces of information from your Twilio Console and DronaHQ takes care of the rest.

Overview​

When the setup is complete:

  1. Your agent has a real, callable Twilio phone number attached.
  2. The agent can place outbound calls to any phone number.
  3. Calls are routed through Twilio using your own Twilio credentials.
  4. You can attach the same number to any voice agent in your workspace.

When to Use This​

Use the Twilio phone number flow when:

  • You already use Twilio (or want to start there)
  • You want a working agent in minutes
  • You don't already operate a SIP trunk

If you have an existing Twilio Elastic SIP Trunk and want to route calls through it, use SIP Trunking with Twilio instead.

Prerequisites​

Before you start, make sure you have:

  • An active Twilio account
  • At least one voice-capable phone number purchased in your Twilio account
  • Your Twilio Account SID and Twilio Auth Token (covered in Step 1 below)

Configure a Twilio Number​

Step 1: Locate your Twilio credentials​

  1. Sign in to the Twilio Console.
  2. Open Account → API keys & tokens.
  3. Copy your Account SID — it looks like AC... followed by a long string.
  4. Click Show next to Auth Token, then copy it.
Twilio Account SID and Auth Token
Locating Account SID and Auth Token in the Twilio Console
danger

Treat the Auth Token like a password. Anyone with this token can place calls and send SMS messages on your Twilio account. Never share it in screenshots, support tickets, or public channels.

Step 2: Open the Add Phone Number flow in DronaHQ​

  1. Go to DronaHQ → Voice Agent → Phone Numbers.
  2. Click Add Phone Number.
  3. From the provider list on the left, select Twilio.
Add Phone Number — Twilio
Choosing Twilio as the provider

Step 3: Enter your Twilio details​

Fill in the form with the values you collected:

Twilio Phone Number​

  • Paste the phone number in E.164 format (the international format with + and country code).
  • Examples: +14155551234, +919876543210, +442071838750.
  • This must be a number you have already purchased in your Twilio account.
  • Required field.

Twilio Account SID​

  • Paste the Account SID copied from the Twilio Console.
  • It begins with AC.
  • Required field.

Twilio Auth Token​

  • Paste the Auth Token copied from the Twilio Console.
  • The token is encrypted before it is saved and is never displayed again.
  • Required field.

Click Import from Twilio.

Step 4: Verification​

DronaHQ contacts Twilio with the credentials you provided and confirms that:

  • The credentials are valid
  • The number actually belongs to that Twilio account
  • The number is voice-capable

On success you'll see the toast "Phone number imported from Twilio" and the number appears in your Phone Numbers list along with its detected capabilities (Voice, SMS, MMS, Fax).

info

If you only see a "Voice" badge, that number cannot send SMS. To enable SMS, check the number's settings in the Twilio Console.

Step 5: Attach the number to a voice agent​

  1. Open the voice agent you want to attach this number to.
  2. In the right-side panel, expand Call Configuration → Outbound Settings.
  3. From the Outbound Phone Number dropdown, select the Twilio number you just imported.

The selected number is now used as the caller ID for outbound calls placed by this agent.

Select outbound phone number in the agent's Call Configuration
Selecting the imported number under Call Configuration → Outbound Settings

Testing Your Setup​

Place a test outbound call from the same panel you used to attach the number:

  1. With the agent open, stay in Call Configuration → Outbound Settings.
  2. Confirm the Outbound Phone Number dropdown shows the Twilio number you just imported.
  3. In the destination field next to it, enter your own mobile number in E.164 format (e.g. +14155551234).
  4. Click Call.
  5. Pick up — you should hear the agent speak.
info

Inbound calls (someone calling into your Twilio number) are coming soon. For now, all production traffic should be outbound — your agent calls the recipient.

Troubleshooting​

ProblemLikely causeFix
"Number not found in your Twilio account"Wrong account selected, or number not purchased yetDouble-check the Account SID is from the same Twilio project as the number
"Invalid credentials"Auth Token was rotated, or copied with extra spacesCopy the Auth Token again from the Twilio Console — make sure no leading/trailing whitespace
Number is added but missing Voice capabilityThe number is SMS-only or fax-onlyPick a voice-capable number in Twilio, or upgrade the existing number's capabilities
Call placed but recipient never gets itGeo-permissions blocked in TwilioEnable the destination country under Voice → Settings → Geo-permissions in the Twilio Console

Best Practices​

  • Use a separate Twilio sub-account per environment (development, staging, production) so test calls never hit real customers.
  • Rotate your Auth Token if you ever suspect it has been exposed.
  • Set a billing alert in Twilio so you're notified before unexpected call volume burns through your balance.
  • Pick a number whose country and area code match your audience to improve answer rates.

What's Next​

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