Twilio Integration

Overview#

Twilio is a cloud communications platform that enables voice calling, messaging, and video capabilities. Paladin AI's Twilio integration provides seamless connectivity for your voice agents.

Prerequisites#

Before setting up Twilio integration, you'll need:

• A Twilio account
• Account SID and Auth Token from your Twilio Console
• At least one Twilio phone number
• Access to your Paladin workspace

Configuration#

Step 1: Get Twilio Credentials#

1. Log in to your Twilio Console
2. Find your Account SID and Auth Token on the dashboard
3. Navigate to Phone Numbers → Manage → Active Numbers
4. Copy your phone number(s)

Step 2: Configure in Paladin AI#

1. Navigate to /telephony-configurations and click Add configuration
2. Select Twilio as your provider
3. Enter your credentials:

• Account SID
• Auth Token

1. Click Save Configuration
2. Open the configuration you just created and add at least one phone number (with country code in E.164 format, e.g. +1234567890). The default caller ID is used for outbound calls.

Step 3: Test Your Configuration#

1. Create a test workflow
2. Click "Call" to verify connection
3. Check call logs for successful connection

Inbound Calling Setup#

Inbound routing is driven by the phone number itself — there is a single webhook URL for the entire org, and Paladin resolves which agent to run from the called number's assigned inbound workflow. When you save an inbound workflow on a phone number, Paladin automatically pushes the webhook URL to that number's VoiceUrl in your Twilio account (provided the credentials are correct and the number belongs to that account).

Step 1: Assign an Inbound Workflow to the Phone Number#

1. Go to /telephony-configurations and open your Twilio configuration
2. In the Phone numbers section, edit the number that should receive inbound calls
3. Set its Inbound workflow to the agent that should answer
4. Save

Step 2: Verify the Webhook URL in Twilio Console#

1. Go to Phone Numbers → Manage → Active Numbers in Twilio Console
2. Click the phone number you assigned an inbound workflow to in Step 1
3. In the Voice Configuration section, confirm:

• Webhook is set to: https://app.paladin.northmanngrp.com/api/v1/telephony/inbound/run
• HTTP Method is POST

Step 3: Verify Setup#

• Ensure your Paladin AI instance is publicly accessible
• Verify any firewalls allow Twilio's IP ranges

Test Inbound Calling#

1. Call your configured Twilio phone number from another phone
2. Verify your Paladin AI voice agent answers and responds
3. Check call logs in both Paladin AI dashboard and Twilio Console

Troubleshooting#

Invalid phone number error

Ensure phone numbers include country code in E.164 format: +1234567890

Authentication failed

• Verify Account SID and Auth Token are correct - Check for extra spaces in

credentials - Ensure credentials haven't been regenerated in Twilio Console

Webhook signature validation failing

• Confirm your Auth Token matches exactly - Verify the webhook URL matches

what Twilio sends - Check if you're behind a proxy that modifies requests

No audio on calls

• Verify WebSocket connection is established - Check firewall rules for

WebSocket traffic - Ensure audio pipeline is configured correctly

Inbound calls go to voicemail

• Verify the Twilio number's webhook is set to

https://app.paladin.northmanngrp.com/api/v1/telephony/inbound/run - Ensure the webhook URL is publicly accessible from the internet - Confirm the called number exists in your Paladin telephony configuration and has an Inbound workflow assigned - Verify Paladin AI instance is running and responding

Voice agent doesn

• Confirm the phone number has an Inbound workflow assigned in

/telephony-configurations - Check webhook signature validation is working (Auth Token in Paladin matches Twilio Console) - Verify WebSocket connection establishes successfully - Review call logs for error messages

Best Practices#

• Test your configuration with a single call before running campaigns
• Monitor Twilio Console for usage and billing