Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API. LeadConduit supports Twilio both as a Lead Source and as a Recipient.
Twilio as a Lead Source
Twilio numbers can be added to a flow as a Source, meaning Twilio numbers can be configured to POST data to LeadConduit from within the Twilio UI.
To add Twilio as a source, edit your flow, switch to the Sources tab, click the Add/Edit Sources button and select Twilio from the list of Integrations provided. You can name the source whatever makes sense to you (phone number, use case, etc.)
Click the Update Sources button, then Save your flow.
When adding this source, the following fields will be added to your flow:
|Reference||A unique Twilio call identifier|
|Phone 1||The phone number or client identifier of the party that initiated the call|
|City||The City most closely associated with the caller's phone number|
|State||The State most closely associated with the caller's phone number|
|Postal Code||The Postal Code most closely associated with the caller's phone number|
|Country||The Country of origin of the caller's phone number|
|Call - Forwarded To Phone||The number to which the Twilio call was forwarded, as specified in the Twilio callback URL|
|Call - Forwarded From Phone||This parameter is set only when Twilio receives a forwarded call, but its value depends on the caller's carrier including information when forwarding. Not all carriers support passing this information|
|Call - Direction||
A string describing the direction of the call. The value is one of:
|Call - Duration||The duration in seconds of the just-completed call|
|Call - Status||
A descriptive status of the call:
|Call - Called Phone||The phone number used for tracking for inbound calls|
|Call - Caller Name||The name of the person/entity making the call|
|Call - URL||The URL to the call in Twilio|
Now that the Twilio number is a source for your flow, navigate to the main page of your flow and select the named source from the list of Sources in the Submission Docs drop-down menu.
Copy the Posting URL from the Submission Docs. You will need it in a moment.
Next, login to Twilio, switch to the Phone Numbers view and click the Phone Number you want to connect to LeadConduit. On the Configure tab, you can paste the Posting URL you copied previously into either of the following fields in the Voice section:
- A Call Comes In
- Call Status Changes
A Call Comes In
With this option, you pass the incoming call to LeadConduit first, even before it's handed off to a destination phone number, allowing you to drop unwanted calls before they arrive at your Call Center.
You'll need to select Webhook and HTTP POST from the options available.
NOTE This option by itself is incomplete. You will also need Twilio as a Recipient.
Call Status Changes
With this option, you post the call data to LeadConduit after the call.
A common scenario is to filter out calls shorter than X minutes, as they are unlikely to be good leads and only send calls to your lead system that lasted greater than X minutes. You'll need to select HTTP POST from the options provided.