Twilio Voice lets your team place and receive calls inside BoldDesk while automatically logging activity and creating tickets when calls finish—so conversations don’t slip through the cracks. In this guide, you’ll install the Twilio (Voice) app, connect your Twilio account, map phone numbers to the right brands and teams, and wire up a Twilio Studio flow for IVR and routing. You’ll also learn how to enable call recording, configure webhooks for call status updates, and choose whether BoldDesk creates a ticket or an activity after inbound, outbound, or missed calls.

Installing and Configuration Twilio (Voice) integration with BoldDesk

Twilio Voice is a cloud-based communication platform that allows businesses to make and receive calls over the internet, supported by a globally reliable infrastructure that ensures high-quality voice connectivity. It helps organizations manage customer interactions efficiently, offering capabilities that support clear communication across different regions.
Businesses rely on Twilio Voice to enhance customer service experiences through features such as call recording, conferencing, and voicemail, which strengthen day-to-day communication workflows.

Key Features:

1. Place outbound calls directly from BoldDesk using Twilio (Voice) calling capabilities.
2. Assign multiple Twilio (Voice) numbers to various brands or departments to improve call routing and prioritization.
3. Track live call activity with Twilio (Voice) logs, covering inbound, outbound, and missed calls.
4. Generate support tickets automatically after any completed outbound, inbound, or missed Twilio call.

Install Twilio (Voice) app on BoldDesk

Follow these instructions to install the Twilio Voice application successfully.

1. Navigate to Admin menu > Marketplace.

2. Find and choose the Twilio Voice app.

   

3. Click Install to install the Twilio Voice App.

   

4. Enter Twilio SID, AUTH Token, BoldDesk API Key, then click Next.

   

5. Generate a Webhook URL and webhook access token automatically, then copy them and proceed to Next.

   

6. Select either the Ticket or Activity option to update call details upon call completion.

   

7. In the Permission tab, select the appropriate roles for access and click Save to apply the changes.

   

8. Click Save.

Mapping Twilio Voice Phone Number

1. After installation, click the Manage button and then select Add the Twilio Number.

   

2. Enter a name for easy identification and add the Twilio Number to a specific brand, group, and categories for making calls and assigning the appropriate brand and departments when creating tickets manually or automatically.

   

3. Click Add.

How to set up Twilio call flow

Create Twilio Studio flow to configure into BoldDesk

1. Log in to the Twilio Console.

2. Navigate to Explore Products.

   

3. Search for Studio and select it, then click Create New Flow.

   

4. Enter your desired Flow Name.

   

5. Click Next, then choose Start from Scratch to begin building your flow.

   

How to set up IVR into the studio flow

1. From the list of available widgets, select the Say/Play widget. Enter the message you want customers to hear before their call is connected to an agent. This acts as a welcome message or greeting for the caller.

   

2. Select the Gather Input on Call widget.

   • This widget allows you to collect input from the customer (such as pressing a number on the keypad).

   • Based on the customer’s selection, the call can then be routed to the appropriate team or department.

     

3. Select the Connect to Call widget from the widget list.

4. Enter the agent’s phone number to specify where the call should be redirected.

   

5. In the Caller ID field, enter the Twilio phone number you purchased for the respective team. Remove the placeholder {{contact.channel.address}}. Replace it with your Twilio number in E.164 format (e.g., +1XXXXXXXXXX).

6. Enable the Record Call option if you want to record the incoming calls for monitoring quality purposes.

   

7. Once the inbound call is connected, the Studio Flow will appear similar to the example shown below, displaying the sequence of widgets and routing logic you configured.

   

8. If you want to play a message when the call ends, select the Say/Play widget again.

   • Add your desired call end message (optional).

   • If no end message is needed, you may skip this step.

   • Once all your configurations are done, click Publish to activate the flow.

     

Associate the call flow to the Twilio Phone Number

1. Go to the Twilio Console.

2. Navigate to Phone Numbers, then select Active Numbers.

3. Choose the phone number you want to configure and click Configure.

   

4. Select the Voice Configuration.
   Choose the appropriate Voice Configuration in your Ringover Studio settings.
   From the dropdown, select the Studio Flow that you previously created.

   

5. Configure call status webhooks.
   Specify the call status changes you want to track, then add the status callback/webhook in the Twilio Console.

   Webhook format: https://{WebhookURL}/hooks/v1/twilio-voice?accessToken={WebAccessToken}

   Replace the placeholders

   • {WebhookURL} — The base URL you copied from BoldDesk.
   • {WebAccessToken} — The Webhook Access Token generated in the same BoldDesk configuration.

   What this enables
   Twilio will POST call events to BoldDesk, allowing it to log calls and create tickets or activities automatically when calls end.

6. Set a Default Agent for Fallback Routing: This setting ensures that calls are still routed even if the flow fails to trigger correctly.
   Specify any agent’s number as the default destination.
   Ringover will route the call to this agent when:

   • the flow encounters an error
   • the flow cannot be executed
   • No other routing rule is matched
     This guarantees that inbound calls never go unanswered.

Frequently Asked Questions (FAQs)

1) How does BoldDesk decide whether to create a ticket or an activity after a call via Twilio voice?

During installation, in the Actions step, choose Ticket or Activity.

• Your selection applies to inbound, outbound, and missed calls.
• After the call completes, BoldDesk creates the chosen record type automatically and logs call details.

2) How do I map Twilio numbers to the right brand and team in BoldDesk?

Go to the Twilio (Voice) app Manage page → Add the Twilio Number, then:

• Give the number a name for easy identification.
• Assign it to the appropriate brand, group, and categories.
• This ensures calls originate from the right number and tickets are categorized correctly.

3) How do I set up IVR and call routing with Twilio Studio?

In the Twilio Console → Studio:

1. Create New Flow → name it → Start from Scratch.
2. Add Say/Play (greeting), Gather Input on Call (IVR keypress), and Connect to Call (route to agent).
3. Set Caller ID to your purchased Twilio number (E.164 format).
4. (Optional) Enable Call Recording.
5. Publish the flow.
   Then associate the flow to your number under Phone Numbers → Active Numbers → Configure → Voice Configuration.
   Tip: Set a Default/Fallback agent so calls still route if the flow fails.

5) Where do I configure call status webhooks for Twilio voice and what URL should I use?

Add a Status Callback/Webhook in the Twilio Console for the number you configured. Use this format: https://{WebhookURL}/hooks/v1/twilio-voice?accessToken={WebAccessToken}

• {WebhookURL}: The base webhook URL generated in the BoldDesk Twilio (Voice) app.
• {WebAccessToken}: The access token generated alongside the webhook.
  This lets Twilio post call events (completed, missed, etc.) to BoldDesk, which then logs activity and creates the selected ticket/activity automatically.