Use a separate phone configuration for each business
An authorised administrator enters the Twilio Account SID, Auth Token, owned Voice number and forwarding destination in international format. WorkOrderPro verifies the incoming number against the supplied Twilio account before saving it. The Auth Token is stored encrypted and is not returned in the settings page.
Each business receives its own incoming webhook URL. Set that URL on the Twilio number’s Voice configuration and select HTTP POST. The URL must reach the deployed application over HTTPS. This setup does not purchase a number, change a carrier contract or configure Twilio on the business’s behalf.
Route calls to the person handling enquiries
A configured incoming call rings the office or on-call destination for up to 25 seconds. The destination is an administrator-controlled number, and it cannot be the same as the incoming Twilio number. Forwarding can be disabled from the settings page.
For a South African maintenance business, this can connect the published service number with the person covering the desk that day. Availability of an appropriate number, account permissions and call charges depend on Twilio. WorkOrderPro does not guarantee carrier coverage or include provider usage charges in the software subscription.
Carry the call into the service workflow
The office can review the caller number, incoming-call time, forwarding outcome and reported connected-call duration. Link the call to a relevant existing job or write a subject and call notes to create a support ticket.
Select the correct customer on the ticket before creating a job. Caller number alone does not automatically identify or merge a customer. Repeating the call-to-ticket action reuses the linked ticket, and retried Twilio callbacks do not create duplicate call records.
Verify routing before relying on the number
After setup, make an agreed test call, answer it on the destination phone and verify the logged result. Check the no-answer outcome as well, then practise creating a ticket from a call. Include the person responsible for on-call handovers in the review.
This integration validates Twilio-signed callbacks and checks the configured account and number. It currently provides incoming forwarding and call records, with no call recording, transcription, voicemail inbox, outbound dialler or AI receptionist. Confirm the exact workflow in a demonstration before replacing an existing phone arrangement.