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Connect your Twilio account to route numbers you already own to your PolyAI agent. The numbers stay in your Twilio account. PolyAI uses your Twilio API credentials to create the SIP trunk your account needs to send calls to your agent, so you don’t configure SIP addresses, webhooks or TwiML in Twilio yourself.
Don’t have a Twilio number? You can buy one through PolyAI instead, without a Twilio account of your own.

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Before you start

In the Twilio Console, collect:
  • Your Account SID
  • An API key and API secret (create a Standard key under Account > API keys & tokens)
Also list the Twilio numbers you want to route to PolyAI, and decide which environment each one should serve.

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Connect your account

In Agent Studio, go to Integrations, open the Telephony tab, click Add number, and choose Connect Twilio account. Then:
  1. Enter your Api Key, API Secret and Account SID, and click Continue.
  2. Under Inbound routing, add your Twilio numbers to each environment in E.164 format (for example, +441234567890). Leave Sandbox empty, since Sandbox has no channel connections.
  3. Click Connect. PolyAI creates the SIP trunk in your Twilio account and routes each number to the environment you chose.
See Twilio: Connect Twilio account for the full steps.

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Test the connection

Call one of your routed numbers and confirm the call reaches your agent. Review the call in Conversations, filtered to Voice, to check it was handled correctly.

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Handoffs

Twilio transfers calls to your human agents with a SIP REFER. You don’t choose the handoff method for Twilio. Set up your transfer destinations in Handoffs. See Call handoffs.

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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 setup in Integrations

Full steps to buy a Twilio number or connect your Twilio account

Telephony overview

Explore other phone number integration options
Last modified on October 5, 2026