Buying Phone Numbers in Twilio

This information is available for CxEngage users who have and maintain a Twilio account for telephony services. If your telephony is provided by Enghouse Interactive and you require help with a Twilio number, please submit a request through Enghouse Interactive Support.

A unique phone number is required for each active flow on your tenant, as a number can only be mapped to one flow at a time. You may also require multiple numbers to support different channels, such as Voice and SMS.

To purchase a new Twilio number: 

  1. Access Twilio and log in to your account.
    • If you have two factor authentication enabled, you may need to enter the verification code sent via SMS to the phone number on your profile.
  2. If applicable, access your sub-account by clicking on Subaccounts and View Subaccount from the Home menu.
  3. Click the Phone Numbers menu (#).
  4. Click Buy a Number.
  5. Select the country that you're purchasing this number for.
  6. Optionally, enter the area code or prefix that you want in the telephone number. You can search for numbers that begin with, include, or end with the entered criteria.
  7. Select the Voice, SMS, and MMS checkboxes to enable these capabilities as necessary, or leave as ANY (default).
  8. Click Search.
    The search results display the available telephone numbers that match your search criteria. Each result indicates if it is a toll free number or a local one including the primary location. The voice, SMS, and MMS capabilities are included as well as the number purchase price.
    • You can enter digits to search for in the Number field to filter results. You can also click Clear Results to return to the search criteria.
  9. Click Buy next to the number that you want to purchase.

    The Buy This Number window provides a summary of the number capabilities and monthly price.
  10. Click Buy This Number.

Your number needs to be configured with the voice and/or messaging request URLs for your tenant before it can be used. Click here to configure your number now.

We recommend creating a TwiML app before completing your Twilio number set up.

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