Registering Telephony Service in Portal
  • 08 Sep 2023
  • 1 Minute to read
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Registering Telephony Service in Portal

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Article Summary


The Telephony Module in Decisions lets users integrate with the Plivo or Twilio telephony service APIs. The module allows users to manage their business communications with customers by sending and receiving SMS text messages or Interactive Voice Response (IVR) voice calls.

  • Access to either a Plivo or Twilio Account and API. Visit or
  • Installation and set up of the Telephony Module in Decisions. To learn how to install modules, see Installing Modules.
  • The Portal hostname must be resolvable by the Twilio service (the portal base URL should not be localhost).


The following example will demonstrate setting up a Twilio account using the Telephony Module. 

  1. Navigate to System > System Settings > Telephony Settings.
  2. In the Auth Token field, enter the token received from the service provider. Also, enter the Account SID if applicable. Select the appropriate Telephony type from the TelephonyAdapterType drop-down menu. Click SAVE.

    The Authentication Token and Secret Authentication Token can be found on Twilio's site under Keys & Credentials > API keys & tokens. The Authentication Token can be found in the Account SID field and the Secret Authentication Token is found in the Auth token field.

  3. Right-click Telephony Settings and click Show URL for Telephony Settings.

  4. Copy the URL from the Telephony URL window.

  5. Navigate to Twilio and paste the Telephony request URL into the IVR service's settings for the phone number used.

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