Twilio Actions integration

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Use the Twilio integration to let agents send SMS, place text-to-speech calls, look up numbers, and retrieve messages and recordings through Action Tools.

Authentication	Actions	Workflow triggers
Basic Auth	6	5

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Supported actions

Actions are Twilio operations that an agent runs as Action Tools during a conversation. You can also run them from an Integration node in a workflow.

Action	Use it to
Send SMS	Send an SMS message from a Twilio number.
Call Phone	Call a number and speak a message with text-to-speech.
Phone Number Lookup	Get information about a phone number.
Get Message	Get the details of a message.
Download Recording Media	Download the audio file of a call recording.
Custom API Call	Call any Twilio API endpoint the other actions don’t cover.

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Workflow triggers

Triggers are Twilio events that start a workflow automatically. Select them as app triggers when you configure a workflow.

Trigger	Fires when
New Incoming SMS	An SMS message is received.
New Phone Number	You add a phone number to your account.
New Recording	A call recording is completed and available.
New Transcription	A call recording transcription is completed.
New Call	A call completes, incoming or outgoing.

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Prerequisites

• A Twilio number that is SMS-capable or voice-capable. Trial accounts can message only verified numbers.

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Set up the integration

1. Create the auth profile

   In Integrations, select Twilio > Connect. On Project Auth Profiles, select New Profile > Integration Profile > Twilio > Continue. Enter the Account SID as Username and the Auth Token as Password (both on the Twilio Console dashboard), and select Create Profile.

2. Create the action tool

   In Tools, select New Tool > Action > Twilio > Continue. Select the Action and Auth Profile, set parameter defaults (leave a value empty for the agent to supply at runtime), and select Create Tool. Set from as a default. Then assign the tool to an agent.

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Action reference

Enter all phone numbers in E.164 format, for example [phone].

Send SMS

Parameter	Type	Description
from	enum	Twilio number to send from.
body	string	Message text.
to	string	Recipient number.

Call Phone

Parameter	Type	Description
from	enum	Twilio number to call from.
to	string	Number to call.
message	string	Text that Twilio converts to speech and speaks to the recipient.
voice	enum	Text-to-speech voice.
language	enum	Text-to-speech language.
sendDigits	string	Keys to dial after the call connects. Use w for a half-second pause.
timeout	number	Seconds to let the phone ring before Twilio treats the call as unanswered.

Phone Number Lookup

Parameter	Type	Description
phone_number	string	Phone number to look up.

Get Message

Parameter	Type	Description
message_sid	string	Message SID, which starts with SM or MM.

Download Recording Media

Parameter	Type	Description
recording_sid	string	Recording SID, which starts with RE.
format	enum	Audio format. Default: MP3.
channels	enum	Mono or dual-channel file.

Custom API Call

Sends a request to any Twilio REST API endpoint. Artemis injects the authorization header from the auth profile.

Parameter	Type	Description
url	object	Endpoint URL.
method	enum	HTTP method.
headers	object	Additional request headers.
queryParams	object	Query parameters.
body_type	enum	Body type. Default: None.
body	object	Request body.
response_is_binary	boolean	Turn on for binary responses, such as PDFs or images. Default: False.
failsafe	boolean	Returns no error when the call fails.
timeout	number	Timeout, in seconds.
followRedirects	boolean	Follows HTTP redirects. Default: False.

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Troubleshoot common issues

Issue	Resolution
20003 Authenticate	Confirm that Username is the Account SID and Password is its current auth token.
21608 unverified number	Trial accounts can send only to verified numbers. Verify the number or upgrade the account.
21211 invalid To number	Enter the number in E.164 format.
21606 invalid From number	Select a Twilio number that is SMS-capable or voice-capable for the action.
The from dropdown is empty	Confirm the account has an active phone number and the profile is Active.
Messages to some countries fail	Enable the destination in Messaging > Settings > Geo permissions in the Twilio Console.

Related articles:

• Enterprise systems integrations
• Auth profiles
• Action Tools
• Integration node
• Twilio API reference