Awaz.ai now offers a direct integration with Twilio, allowing you to use your own Twilio numbers to make, receive, manage calls, and send SMS directly through Awaz.ai.
Why Integrate Your Own Twilio Account?
By connecting your own Twilio account with Awaz.ai, you unlock several important advantages:
Local Phone Numbers: Depending on your country of business operations, Twilio lets you use local numbers. This significantly improves call conversions and enhances your business credibility.
Availability in More Countries: Awaz.ai offers built-in phone numbers only for certain countries (such as the US, Canada, Singapore, Brazil, etc.). By integrating Twilio, this limitation is removed, and you can easily purchase and use numbers from almost any country globally.
Greater Control: Manage your numbers, SMS capabilities, regulatory compliance, and caller IDs directly from your Twilio dashboard, giving you more control over your communication strategy.
How to Connect Twilio with Awaz.ai (Step-by-Step)
Step 1: Create and Prepare Your Twilio Account
Visit Twilio Console and create a new account or log in if you already have one.
Upgrade Your Twilio Account
If you are using a new or trial account, upgrade your Twilio account for production use and add valid billing details.
⚠️ Important: Upgrading your account, adding a payment method, or topping up your Twilio balance does not complete Twilio's identity and compliance verification.
Complete Your Primary Compliance Profile (KYC)
You should also complete your Primary Compliance Profile through Twilio's Trust Hub. This is Twilio's KYC (Know Your Customer) process for verifying the individual or business responsible for the account.
In your Twilio Console, go to:
Communications → Trust Hub → Profiles
Choose the Primary Compliance Profile that applies to you:
Business – for businesses that can provide supporting business documentation.
Individual – for individuals or sole proprietors using Twilio without registered business documentation.
Complete the information requested by Twilio. Depending on your profile type, business structure, and country, Twilio may request:
Personal or authorized representative information
Legal business information
Business registration details
Business address
Government-issued identification
Supporting business documents
Identity verification
Once all required information has been provided, submit your profile for review and follow any additional instructions shown in your Twilio Console.
💡 Important: Your account upgrade/billing status and your Primary Compliance Profile are separate parts of preparing your Twilio account. Having an active payment method or account balance does not mean your identity or business verification has been completed.
💡 Tip: Make sure the information you submit matches your official identification and business documentation. Differences in names, addresses, or registration information may result in additional verification requirements.
Step 2: Purchase or Transfer Phone Numbers
Once logged in, navigate to the Phone Numbers section.
Click Buy a Number to choose a new local or international phone number based on your requirements.
Step 3: Create a Regulatory Bundle (If Required by Twilio)
Many countries have specific regulatory requirements before you can use Twilio phone numbers.
In your Twilio Console, navigate to Phone Numbers > Regulatory Compliance.
Click Regulatory Bundles.
Click Create a Regulatory Bundle.
Select the country and the phone number type (e.g., local or mobile).
Upload necessary documentation as prompted (e.g., proof of business registration, ID verification, etc.).
Submit the bundle for approval.
💡 Important: Regulatory bundle approval usually takes between a few hours to a few business days, depending on your country.
Step 4: Verify Your Business Address
This step is mandatory for some countries (e.g., New Zealand):
In your Twilio Console, go to Addresses (Under Phone Numbers > Regulatory Compliance).
Click Create a New Address and provide your full business address details.
After submitting your address, Twilio may require additional verification:
Follow the provided instructions to verify your address. (Twilio might send a verification code via mail or request additional documents.)
Step 5 – Enable Voice Geographic Permissions in Twilio
If you're experiencing issues with call connectivity, it may be due to restricted geographic settings in your Twilio account. To ensure calls go through, you’ll need to enable Voice Geographic Permissions.
To do this:
Go to your Twilio Console.
Search for "geo" to locate the “Voice Geographic Permissions” setting.
Under the “Elastic SIP Trunking” section, locate the country or region you're trying to call.
Enable voice calling for that country by checking the appropriate box.
Save your changes.
💡 Tip: Enabling the correct geographic permissions ensures your AI agents can reach global contacts without interruption.
Step 6: Retrieve Your Account SID and Auth Token
Awaz.ai requires your Twilio Account SID and Auth Token to connect both platforms.
💡 Before connecting your credentials to Awaz.ai, make sure the applicable Twilio account and compliance requirements have been completed.
In Twilio, navigate to your Console Dashboard.
You’ll see your Account SID prominently displayed.
To find your Auth Token, click on the eye icon next to the Auth Token field to reveal it.
If you are using a Twilio Subaccount:
Go to Account > Subaccounts in the Twilio Console.
Select your subaccount by clicking its name hyperlink.
Scroll down to locate your Subaccount SID and Auth Token.
Important: Keep your Auth Token secure. Do not share it publicly or via insecure channels.
Step 7: Connect Twilio to Awaz.ai
Log in to your Awaz.ai account.
Navigate to Settings > Integrations > Twilio.
Paste your Twilio Account SID (or Subaccount SID) and Auth Token in the provided fields.
Click Connect to finalize the integration.
After successful integration, your Twilio numbers will be available to use within Awaz.ai.
Troubleshooting Common Issues
Issue 1:
You see this error message when attempting to purchase or connect a Twilio number:
“To purchase or transfer this number, you must provide a bundle compliant with the rules for the country and number type.”
Solution:
This error indicates that your Twilio account is not fully compliant with local regulations.
Create a Regulatory Bundle (as mentioned in Step 3 above).
Verify your Business Address (mandatory in some regions like New Zealand).
Twilio requires verified addresses for full compliance in specific regions.
Follow the country-specific guidelines: Twilio Regulatory Guidelines.
Example (New Zealand-specific):
Follow the exact verification steps outlined by Twilio.
After verifying, try connecting your number again.
Once your address and bundle are verified, the integration will proceed smoothly.
Issue 2: Twilio Is Asking You to Complete Identity or Business Verification
You may have already upgraded your Twilio account, added billing details, or topped up your balance, but Twilio is still asking you to verify your identity or business.
Solution:
Billing and account verification are separate parts of the Twilio setup.
Go to:
Communications → Trust Hub → Profiles
Check your Primary Compliance Profile and make sure all required identity or business information has been completed and submitted.
If Twilio requests additional information or documentation, follow the instructions shown in your Twilio Console.
💡 Important: Adding billing details or funds to your Twilio account does not automatically complete Twilio's KYC or compliance verification.
Issue 3: Twilio Requires a Regulatory Bundle for Your Phone Number
You may see an error message when attempting to purchase or transfer a Twilio number:
“To purchase or transfer this number, you must provide a bundle compliant with the rules for the country and number type.”
Solution:
This means the selected country or phone number type has additional regulatory requirements.
Go to Phone Numbers → Regulatory Compliance → Regulatory Bundles in your Twilio Console.
Create the appropriate Regulatory Bundle for the country and number type.
Provide the requested end-user information and supporting documents.
Verify your address if required.
Submit the bundle for review.
Once approved, follow Twilio's instructions to associate the appropriate Bundle or Address with your phone number.
💡 Remember: Your Primary Compliance Profile and Regulatory Bundle serve different purposes. Completing your Primary Compliance Profile does not automatically satisfy the regulatory requirements for every country or phone number type.
Issue 4: Calls Cannot Reach Certain Countries
If Twilio is successfully connected to Awaz.ai but your calls are failing to specific countries or regions, check your Voice Geographic Permissions.
Solution:
Go to your Twilio Console and review the countries enabled under Voice Geographic Permissions, as explained in Step 5 of this guide.
These permissions control which destinations your Twilio account is allowed to call and are separate from your Trust Hub and phone number compliance settings.
Additional Resources:
By following these detailed steps, you'll successfully connect your Twilio numbers with Awaz.ai, enjoying seamless call management, improved business credibility, and increased conversion rates.
Need Help?
We’ve got plenty of resources to assist you!
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