SimpleTalk Twilio FAQ

Question: Do I need a Twilio account?

1. Answer: To link your Twilio account to GHL, we need your Twilio account SID and Auth token.

Question: How much does Twilio cost?

1. Answer: Twilio Pricing

Question: Can you set it up for me?

1. Answer:

Question: Do I need to do the A2P registration?

1. Answer: You do not need to be A2P registered for calls. A2P registration is required for text messaging.

Question: What is A2P?

1. Answer: A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers.

Question: Do you expose any of the dashboard numbers via API?

1. Answer: The numbers you see in the dashboard are pulled directly from Twilio. The "buy numbers" tab displays numbers directly from Twilio you can buy. The "purchased number" tab displays numbers you've already bought.

Question: This number is not working.

1. Answer: Is this a brand new Twilio account? When something isn't working as expected, try to use the process of elimination to determine the root cause. If the client ID works and the number doesn't, then you know it's the number. Then you want to figure out if it's the number or the account. Based on that information, you can probably identify the root cause.

Question: Do you recommend Twilio or Lead Connector?

1. Answer: We recommend Twilio. With LC, you have to reach out to GHL support to obtain the credentials needed to register your numbers in our database, which can take some time depending on GHL support. GHL is reluctant to provide this information. With Twilio, these credentials are readily available on the Twilio site.

Question: Do I have to sign up for my own Twilio/Lead Connector account?

1. Answer: Yes, we’re bring your own Twilio/Lead Connector.

Question: LC or Twilio – what’s the difference?

1. Answer: LC is GHL's white-labeled version of Twilio. Twilio is preferred because you can access your calls and recordings on the Twilio site, and your credentials are readily available rather than contacting GHL support for your LC credentials. Either works, but we will need your account SID and Auth token regardless. I’d recommend using native Twilio. It has much more flexibility, and you don’t have to reach out to support for the account SID and Auth token every time.

Question: I want to use LC. How do I get started?

1. Answer: Contact support and ask them to provide you with your Twilio Auth token and SID. This may take 3-4 attempts as some GHL associates do not provide you with this information. If they attempt to create a ticket for you, we recommend closing the support window and reaching out to a different associate who knows how to provide the Auth token and SID. Using LC presents limited functionality when using Inbound AI agents. Unfortunately, you will need to reset your inbound agent every day due to LC limitations.

Question: Can I use Twilio for calls and LC for text? Does this mean that we need to set up a new Twilio number for each new account to which the calls will be forwarded?

1. Answer: What you can do is create a Twilio account and just use your Twilio account number in the webhook, but the text messages from your LC would just be a different number. Each account would have its own Twilio numbers on your Twilio sub-account for them.

Question: If a client switches from Twilio to LC, will call recordings for subaccounts be lost?

1. Answer: Please note that the prompt before switching states, “Call recordings might get lost,” but rest assured that the recordings will still be archived in your Twilio account. The call recordings will not transfer over. However, the recordings will remain available in the customer’s Twilio account. They can be manually downloaded from Twilio for safekeeping if necessary.

Question: Do you require numbers that are already registered or numbers that you're going to register?

1. Answer: You will purchase your numbers in Twilio/GHL and register your numbers using our native number registration. This will register your numbers to your account in our database.

Question: Do I have to provide my SID and Auth token? Is there another way to do this? Twilio says not to give this out. Can’t you just use the API?

1. Answer: We have to do it through the SID and Auth token because that's how we're able to programmatically inject our code into your phone number sessions. So we are using the API when we do that. The API is nothing but a gateway. But to have the authorization to use that gateway, we need the Auth token and SID, and we're not using it every time in your webhook. We set it in our secure server. So whenever your requests come through, they get attached to your account. On our server side, we've been doing this for hundreds of thousands of calls. It's very secure.

Question: Is the LC phone system HIPAA compliant?

1. Answer: We have a signed BAA with Twilio for HIPAA compliance. As long as you have our HIPAA compliance package, you should be good to go!

Question: Will I have access to the recording and transcript if I use LC?

1. Answer: Yes. You can find the most recent conversation on the client tab inside of GHL. However, please note that the transcript is replaced after every conversation.

Question: How do I check the status of my A2P registration?

1. Answer: Check A2P Registration Status

Question: Can I keep my LC account in my GHL and just use Twilio separately for my AI calls?

1. Answer: You wouldn't be able to text or use inbound.