Bring Your Own Twilio
The Telephony tab in Settings lets you connect your own Twilio account to Loquent. When you bring your own Twilio credentials, calls route through your Twilio account instead of the system default, and you can import existing phone numbers you already own.
Set up your Twilio account
Section titled “Set up your Twilio account”Open Settings from the sidebar, then click the Telephony tab. By default, calls route through the system Twilio account. To use your own account, click Set up my own Twilio account.
A credential form appears with two fields:
| Field | Description |
|---|---|
| Twilio Account SID | Your account identifier from the Twilio console (starts with AC) |
| Twilio Auth Token | Your authentication token from the Twilio console |
Enter both credentials and click Save Credentials. Loquent validates the credentials against the Twilio API before saving. If validation fails, check that you copied the values exactly as they appear in your Twilio console.
When credentials are saved successfully, the form closes and a Connected section appears showing your masked Account SID.
Set up SMS events
Section titled “Set up SMS events”After connecting your Twilio credentials, a Set Up SMS Events section appears below the masked SID. This step configures Twilio to send inbound SMS messages and delivery receipts to Loquent.
Click Set Up SMS Events. The button shows a loading spinner while Loquent creates a Twilio EventSink and Subscription pointing to Loquent’s webhook endpoint.
When setup completes, a green checkmark badge appears with the text Events configured. If setup fails, an error message appears below the button.
Import phone numbers
Section titled “Import phone numbers”After connecting your credentials and setting up SMS events, the Import Numbers section appears. This section shows phone numbers you own in Twilio that are not yet imported into Loquent.
Each row displays a phone number with an Import button. Click Import next to the number you want to add to Loquent. The number appears in your Phone Numbers page and can be assigned to agents or used for outbound calls and messages.
Change your Twilio account
Section titled “Change your Twilio account”To replace your connected Twilio credentials, click Change account in the Connected section. The credential form reappears. Enter new credentials and click Save Credentials.
Changing credentials does not delete phone numbers you previously imported. Numbers remain in Loquent even if they no longer exist in the new Twilio account.
Return to system default
Section titled “Return to system default”To stop using your own Twilio account and return to the system default, click Change account, leave both credential fields empty, and click Save Credentials. Calls route through the system Twilio account again.