Connect Twilio (SMS & Voice)

Twilio powers SMS and voice calling in ScendCore. Once connected, your AI agents can send text messages, receive inbound SMS, and handle voice calls with prospects and customers.

Prerequisites

• A Twilio account (free trial works for testing)
• A Twilio phone number with SMS and/or voice capability
• Admin or Owner role in ScendCore

Step 1: Get Your Twilio Credentials

1. Log in to the Twilio Console .
2. On the main dashboard, copy your Account SID and Auth Token.
3. Store these securely — you will enter them in ScendCore.

Step 2: Set Up a Twilio Phone Number

If you do not already have one:

1. In the Twilio Console, go to Phone Numbers > Buy a Number.
2. Select a number with SMS and/or Voice capability depending on your needs.
3. Note the phone number in E.164 format (e.g., +15551234567).

Step 3: Create an SMS Channel Account

1. In ScendCore, go to Settings > Connected Accounts.
2. Under Channels, add a new SMS channel.
3. Enter the Twilio phone number, Account SID, and Auth Token.
4. Select the AI agent you want to assign as the Intake AI for inbound messages.
5. Click Save.

Step 4: Configure Voice (Optional)

To enable AI-powered voice calls:

1. In the Twilio Console, go to Phone Numbers > Manage > Active Numbers.
2. Select your phone number.
3. Under Voice & Fax, set the webhook URL to your ScendCore inbound voice endpoint:

   https://app.scendcore.com/api/webhooks/voice/inbound

4. Set the HTTP method to POST.
5. Save the configuration.

ScendCore uses Twilio ConversationRelay for voice AI. Twilio handles all audio (speech-to-text, text-to-speech, barge-in), while ScendCore manages the AI conversation logic.

Step 5: Configure Intake AI for Channels

1. Go to Settings > Channels in ScendCore.
2. You will see your SMS channel listed.
3. Use the Intake AI dropdown to assign an AI agent that will handle incoming messages on this channel.
4. Click Save.

Testing Your Setup

SMS Testing

1. Send a text message from your personal phone to your Twilio number.
2. Check the Conversations page in ScendCore — a new conversation should appear.
3. If you assigned an Intake AI, you should see an AI-generated response.

Voice Testing

1. Call your Twilio number from any phone.
2. You should hear the AI agent greeting.
3. After the call, check the Meetings or Conversations page for the call log.

Channel Account Types

Troubleshooting

Messages not sending

• Verify your Twilio Account SID and Auth Token are correct.
• Check that the phone number is SMS-capable in the Twilio Console.
• Ensure the channel account is marked as Active in Settings > Channels.

Voice calls show “Busy”

• This usually indicates a TTS voice error. See the Voice AI Troubleshooting guide.
• Check Twilio Monitor > Logs > Calls for specific error codes.

Inbound messages not appearing

• Verify the webhook URL is correctly set in Twilio for your phone number.
• Make sure the route is accessible from the public internet.