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Connect a phone number hosted in your Twilio account to your PolyAI agent. This routes incoming calls from your Twilio number to your agent using SIP (Session Initiation Protocol).

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Prerequisites

  • A Twilio account with at least one phone number
  • A PolyAI agent project

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Integration steps

1

Generate a SIP address in Agent Studio

  1. Go to your agent page and click Configure > Numbers in the sidebar.
  2. Scroll to Connect Twilio Phone Number.
  3. Click Generate SIP to create a SIP address for your agent.
  4. Copy the generated SIP address – you will need it in the next step.
2

Configure the number in Twilio

  1. Log in to your Twilio console.
  2. Navigate to Phone Numbers > Manage > Active Numbers.
  3. Select the phone number you want to connect.
  4. Under Voice configuration, set the incoming call routing to use the SIP address you generated in Agent Studio.
  5. Save your changes.
3

Test the connection

Call your Twilio number and confirm the call reaches your PolyAI agent. Review the conversation in Analytics > Conversations to verify the call was handled correctly.

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Next steps

SMS messaging

Set up SMS messaging with your Twilio account

Handoff integration

Configure call transfers to live agents

Twilio Flex integration

Advanced contact center routing setup

Telephony overview

Explore other phone number integration options
Last modified on April 16, 2026