Twilio Integration

The Twilio Integration enables agents to make and receive phone calls directly from Frappe Helpdesk. By connecting your Twilio account, support teams can communicate with customers without leaving the Helpdesk interface, keeping all interactions within a single workspace.

The integration also supports optional call recording and provides a built-in call window that allows agents to manage calls while continuing to work on tickets.

Prerequisites

Before enabling the integration, ensure you have:

• An active Twilio account.
• A Twilio phone number with voice capabilities.
• Your Account SID.
• Your Auth Token.
• Your Twilio Phone Number.

Configuring Twilio in Helpdesk

1. Open Helpdesk.
2. Click the workspace menu in the top-left corner and select Settings.
3. Navigate to Telephony Settings.
4. Enable Twilio.
5. Enter your Account SID, Auth Token, and Twilio Phone Number.
6. Optionally enable Call Recording.
7. Save the configuration.

Once configured, Helpdesk is ready to communicate with your Twilio account.

Configuring Twilio APIs

To allow Twilio to communicate with Helpdesk, configure the following webhook URLs inside your Twilio account.

Incoming Calls

Navigate to:

Phone Numbers → Manage → Active Numbers → Voice Configuration

Under A Call Comes In, configure the following webhook:

https://<your-site>/api/method/telephony.twilio.api.twilio_incoming_call_handler

This endpoint handles all incoming calls to your Helpdesk.

Outgoing Calls

Navigate to:

Phone Numbers → Manage → TwiML Apps

Open your TwiML application and configure the following Request URL:

https://<your-site>/api/method/telephony.twilio.api.voice

This endpoint is responsible for establishing outbound calls initiated from Helpdesk.

Making Calls

Once the integration has been configured, agents can initiate phone calls directly from supported pages in Helpdesk.

Currently, a Call button is available on the Ticket page above the ticket details panel. Clicking this button immediately starts an outgoing call using the configured Twilio number.

Incoming Calls

When a customer calls your Twilio number, Helpdesk automatically receives the call through the configured incoming webhook.

Agents can answer or reject incoming calls directly from the built-in call interface without leaving the application.

Call Window

Whenever an incoming or outgoing call is active, Helpdesk displays a call window containing all relevant call information.

The call window displays:

• Caller name
• Phone number
• Current call status
• Call duration
• Mute control
• Accept, Reject, and End Call actions

Minimized Call Window

The call window can be minimized while the conversation is in progress.

When minimized, it remains available from the right side of the navigation bar, allowing agents to continue working on tickets, contacts, or other Helpdesk pages without interrupting the call.

Call Recording

If enabled in Telephony Settings, Helpdesk requests Twilio to record calls automatically.

This can be useful for quality assurance, compliance, training, and reviewing customer conversations.

Best Practices

• Verify your Twilio credentials before enabling the integration.
• Test both incoming and outgoing calls after configuration.
• Enable call recording only if it complies with your local regulations.
• Keep webhook URLs updated if your Helpdesk domain changes.
• Regularly monitor your Twilio account for usage and call logs.