Enable Calling and Texting with Twilio

Send and receive calls and text messages directly from inboxes.

This guide walks you through:

Connecting your Twilio account

Adding or importing a phone number

Making the phone line available to your team

Before You Get Started

You’ll need:

An active Twilio account

Admin access in Aptly

At least one Twilio phone number (or the ability to purchase one)

Note: Twilio handles phone numbers, calling, and SMS delivery. Usage and carrier fees are billed directly by Twilio.

Step 1: Connect Your Twilio Account

In Aptly, click your profile avatar and go to Settings

Select Help Desk from the Settings Menu

Click the red Twilio button from within Help Desk

You can find this information in your Twilio console. (Account > API Keys & Tokens). Alternatively, you can click Create your Twilio Account now to be taken to the new Twilio accounts page.

Once connected, Aptly will be able to view and manage phone numbers in your Twilio account.

Step 2: Add a Phone Line

After connecting Twilio, you can add a phone line in one of two ways.

Option A: Import an Existing Twilio Number

Use this option if you already have a phone number in Twilio.

Click Add Inbox then Import Number

Enter a search term if you know the name/number you are seeking. This would be the area code of the phone number you want to import. Then, click the Search button.

Find the number you'd like to import from Twilio and click Import.

Check the features you'd like to manage in Aptly. Checking all is recommended unless you'd like to continue using a different service for call logs, inbound calls, or inbound SMS. Confirm your Ring To number is the number you'd like to receive the calls and texts.

Click Import Number.

Option B: Provision a New Number

Use this option if you need a new phone number.

Click Add Inbox then New Number

Enter a Friendly Name to help you identify this phone line throughout Aptly.

Choose the Ring to Phone Number where incoming calls will ring. This can be a landline, VOIP line, or mobile phone.

Search for a new phone number by state/region or area code.

Click the box to select the phone number you prefer and click Save.

Twilio Personal Phone Line Settings

With your Twilio phone number connected to your Aptly account, you are ready to track calls and send/receive SMS in your inbox. Each phone line has its own settings which include a phone line feature, team access (shared lines), and automations that allow for the creation of Cards on a designated board for any inbound call/SMS and automatic SMS replies for missed calls.

How to Configure Automations

Click on the blue Configure link.

Choose the contact type by clicking on the pencil icon to select from the dropdown menu.

Choose the Action by clicking on the pencil to select from the dropdown menu. Available actions are to create a new card & update the existing card or to only add to existing cards.