Twilio is a cloud communications platform (CPaaS) that provides Application Programming Interfaces (APIs) allowing developers to embed voice, video, SMS, email, and other communication features directly into their own apps and services.

Within Street, Twilio is used as the telephony integration enabling you to make calls, optionally including recording and transcriptions, as well as send SMS and will use your branch telephone number, as setup in your branch general settings.

Phone calls using Twilio cost 5p + VAT per minute to mobile or 2.5p + VAT per minute to a landline number. There’s an additional 3.5p + VAT per minute for call recording and transcription which can be toggled on in Settings.

SMS costs 5p + VAT per text and may contain up to 160 characters, including spaces. If the text is longer than 160 characters, it will count as multiple texts and be charged as such. Ie 200 characters would be two texts, so 10p + VAT.

To integrate Twilio, go to Settings (on the left side panel at the bottom) > Account Administration > Integrations > Telephony.

Click the configuration tab and you will see a list of each branch in your network with a toggle next to each. Toggling these on will prompt you to verify the branch phone number by requesting an automated call to that number from Twilio.

You will then see a verification code on screen that you need to enter using your keypad while on the phone call to verify your number.

Once done, head back to the configuration page and click save. You'll then be able to call out and send SMS directly via your browser in Street.

For more information, see our Making Phone Calls from Street and Sending an SMS help articles.

Within your company settings > general settings you can choose to enable phone call recordings and/or transcriptions. By standard these are toggled off but can be toggled on and the recordings and/or transcriptions will be stored in the activity stream of the person you called.

For more information, see our Making Phone Calls from Street help article.