Charlie enables you to send messages directly from the platform while centralizing all conversations in a single, unified interface. To provide maximum flexibility and reliability, we've developed integrations with multiple phone line providers, allowing you to select the solution that best suits your operational needs.

This guide explores Twilio integration. One of the world's leading cloud communications platforms, covering its benefits, configuration process, and key insights to ensure you maximize its value.

Prerequisites

• Have an active Twilio account, with Paid plan

• Primary Customer Profile verified

• 📄 A2P verification Completed

How It Works with Charlie

Direct Integration: Charlie connects directly to your Twilio account, enabling seamless message sending through Twilio's infrastructure while maintaining all conversation history and context within Charlie's dashboard.

Benefits

Having a Twilio phone line enables you to have a backup plan to ensure full coverage and redundancy.

Charlie allows you to configure more than one phone number line in your Ai Setters, with this it ensures that every time a message is automated to be sent, it will be successfully delivered.

Charlies logic work as follow:

1. Charlie will consult primary phone number configured

   1. If it's available it will use it, and send message to lead

   2. If it's not available Charlie will re-route the message to Twilio phone number to ensure message get sent

Configuration

1. Log in to your Twilio account

2. Go to setting

3. Look for the following information, and keep it on hand

   1. Twilio SID number: In Settings → General look for "Account SID" it starts with "AC" followed by alphanumeric string

   2. Twilio Auth. Token: In Settings → General look for "Auth Token" it will be a 32-character alphanumeric string

   3. Twilio Phone number: In phone Numbers → Manage Numbers → Active Numbers: select the number you want to use with Charlie

4. Copy those values

5. You can configure it in two paces in the platform:

a) For Voice Setters

1. Go to your "Integrations" section in the left side menu

2. Select the "Phone Numbers" tab

3. In the "Voice assistant" tab, click on the "Import" button

4. Paste the Twilio values

b) Within the setter

1. Go to your "Ai Agents" section in the left side menu

2. Select the agent you want to configure

3. Click in the "Integrations" option in the top menu

4. Look for the Twilio section

5. Paste the Twilio values

Key insights

• Twilio backup integration isn't about distrust of your primary provider; it's about refusing to allow technical issue

• Charlie's automatic, instant failover eliminates bottlenecks, messages route to backup provider within milliseconds of primary failure without human intervention. This automation transforms theoretical redundancy into practical business continuity.