Twilio - Dialer Integration

Setting Up the Dialer 



This walkthrough aims to help you set up your Integrated Dialer on the CRM.


Pre Requisites:

  • The phone number for the dialer

  • Account Sid

  • Auth Token



  • You can access the dialers either from the Set Up Dashboard or by going to Integrations and selecting Twilio 


  • Or by going to Integrations and selecting Twilio 


  • For this walkthrough we will be going through the Set Up Dashboard

  • Click Dialer


  • Here you will be brought to the Twilio integration screen. You will need to have a Twilio account set up prior to this step. 


  • Once here you will need to add in your phone number in the Caller ID field 

  • The Account Sid and Auth Token are found on your Twilio account dashboard


  • Click the copy symbol on the right and copy into the WebForce screen. 

  • The incoming Message is the first message your caller will hear when they call into your center. 


  • You have 300 characters to utilize for this message. 

  • The task reservation key is the number before you move the caller over to the next agent.


  • Once all information is entered, click Save 

  • You will get a notification that the integration is successful.

  • The last step is to go back into the integration and click Enabled on the top middle. 


  • Now your dialer is ready to be in use! 


How to verify if the gateway/ integration is working:

  • Once you have finish setting up your dialer head to the CRM. 

  • Click on the phone icon on the Upper right hand side of the screen.

  • Make a test call to yourself to verify that the dialer has been set up correctly.



  • Phone number for the dialer

  • Account Sid

  • Auth Token