Phone Numbers and Twilio Setup

Phone Numbers and Twilio Setup

Voice calls run through Twilio. You'll connect your Twilio account once, then provision numbers per region.

Connect your Twilio account

1. Go to Settings > Telephony
2. Enter your Twilio Account SID and Auth Token (from console.twilio.com)
3. Click Connect

wrrk validates the credentials by fetching your existing numbers. If you don't have a Twilio account yet, sign up at twilio.com — the free trial gives you $15 of credit.

Provision a number

1. Go to Voice > Phones
2. Click New Number
3. Pick a country and (optionally) area code
4. wrrk shows available numbers from Twilio — pick one and Purchase

Cost: varies by region ($1–$5/month per number, plus per-minute usage). Twilio charges go directly to your Twilio balance — they're not part of your wrrk subscription.

Inbound routing

For each provisioned number, set:

• Inbound agent — which agent answers when someone dials this number
• Fallback — what happens if the agent fails (voicemail, transfer, hang up)
• Business hours — optional time-window routing

Port an existing number

If you already own a number, follow Twilio's port-in process at twilio.com, then it'll appear under /voice/phones automatically. No additional wrrk setup needed.

Troubleshooting

• "Number not available" — Twilio doesn't have inventory in that area code; try a nearby one
• "Call failed — no agent" — the assigned agent was deleted; re-assign in Phones
• "Twilio credentials invalid" — regenerate the Auth Token in the Twilio console and re-paste