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Connect a Twilio phone number

Connect a Twilio phone number so your agent answers calls on it. You paste your number, Account SID and Auth Token, and Cysora sets the number's voice URL for you.

About 10 minutesLast checked Oct 19, 2026Open in your dashboard

What you need

  • A Twilio account with a voice phone number you own.
  • Your Twilio Account SID (it starts with AC) and Auth Token, from your Twilio console.
  • A number that is free to hand over. Connecting replaces how that number currently handles voice calls.

Connect your number

  1. 1

    Open the Phone tab

    In the sidebar, choose Go live (shown as Channels & install once your agent is live), then the Phone tab.

    Go live, Phone tab: Telnyx, Twilio and Plivo provider buttons and the number and credential fields.
  2. 2

    Choose Twilio

    Select Twilio as the provider.

  3. 3

    Enter your number

    Type your Twilio number with its country code, like +15551234567.

  4. 4

    Paste your credentials

    Enter your Twilio Account SID and Twilio Auth Token. Cysora stores the token encrypted and never shows it again.

  5. 5

    Connect

    Choose Connect. Cysora sets the number's voice URL and status callback, so you don't change anything in Twilio.

Connecting replaces the number's current voice setup, including any TwiML app or trunk it uses. Don't connect a number that still takes calls you need.

Set transfer and office hours, then go live

  1. 1

    Transfer number

    Optional. Enter a number (with country code) where calls can be passed to a person. Leave it blank and your agent handles every call itself.

  2. 2

    Language

    Enter the language code the agent should speak, such as en.

  3. 3

    Office hours

    Set Office hours start and end (like 09:00 and 17:00) and your Timezone (like America/New_York). These hours control when the AI answers, not just when a person is available. Outside the configured hours, callers hear an after-hours message and the call ends.

  4. 4

    Save and activate

    Choose Save & activate. The button shows Saved — AI live when your agent is answering.

Disconnecting

Disconnect on the Phone tab clears the number's voice URL in Twilio, then unlinks it from your agent. You can connect it again straight away.

Check it worked

  • The Phone tab shows your number as connected and your agent as live.
  • Call the number from another phone: your agent answers.

If it doesn't work

Connect says the Account SID and Auth Token are required.
Fill in both fields before choosing Connect. The SID starts with AC.
Connect says the number is already in use.
Another Cysora account still has this number connected. Ask them to disconnect it, or contact support.
Calls ring but your agent doesn't answer.
Check you chose Save & activate, not just Connect, and that the time is inside your office hours.

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