This guide explains how to connect a Twilio phone number to a Newo AI Employee for voice calls, and how to request SMS activation. After completing voice setup, the agent will be live for inbound calls on the configured number.
🗒️ NOTE
You need a Twilio phone number purchased through the Newo Twilio account. If you have not purchased one yet, see Purchase a phone number via Twilio.
Configure the voice connector in Newo
Open the Builder.
Navigate to Integrations.
Locate
newo_voice_connectorand click the three-dot menu.Select Edit Settings.
Configure the following fields:
Field | Value |
Provider |
|
Agent Phone Number | The Twilio number in E.164 format (e.g. |
Twilio Webhook URL | Read-only. This field is empty until you save the connector. |
Click Save.
Copy the value that now appears in the Twilio Webhook URL field. You will paste this URL into the Twilio Console in the next section.
Paste the webhook URL into Twilio
Open the Twilio Console.
Navigate to Phone Numbers > Manage > Active Numbers.
Click the phone number you purchased.
Select the Configure tab.
Under Voice Configuration, set the following fields:
Field | Value |
Configure with | Webhook, TwiML Bin, Function, Studio Flow, Proxy Service |
A call comes in | Webhook — paste the Newo Webhook URL — HTTP POST |
Primary handler fails | Webhook — leave empty — HTTP POST |
Click Save Configuration.
Return to the Builder. Click Save, then click Publish All.
🗒️ NOTE
The agent is now live for inbound voice calls on this number.
Request Twilio SMS activation
❗❗ IMPORTANT
SMS setup for Twilio numbers currently requires direct access to an internal Newo API that is not exposed in the Builder interface. This API manages connector-level routing with no audit logging — a misconfiguration can break any active agent in the system, not just the one being edited. Access is intentionally restricted until a safe, audited interface is implemented.
Before requesting SMS activation, confirm all of the following prerequisites are met:
# | Prerequisite |
1 | SMS capability is confirmed for the purchased number |
2 | The number is Active in the Twilio Console |
3 | The voice connector is saved and published in the Builder |
4 | You have the phone number and agent name ready |
Next step
Test and validate that voice and SMS are working correctly.