Managing Communication Single Sided Twilio Numbers

Single-sided Twilio numbers are those that support only one form of communication—either voice or SMS, but not both. This limitation can arise due to regulatory restrictions in certain countries. It's important to identify whether the Twilio number you are purchasing has these limitations to plan your communication strategy accordingly.

Setting Up Single-Sided Twilio Numbers

When you encounter a situation where you need both voice and SMS capabilities but are limited to single-sided Twilio numbers, you will need to purchase two separate numbers—one for voice and one for SMS. Here's how to manage this setup:

Assign Twilio Numbers to Users:

Create two users within the CRM, one for managing voice communications and the other for managing SMS communications.
For the user handling voice communications, assign the voice-only Twilio number.
For the user handling SMS communications, assign the SMS-only Twilio number.

Configuring Users:

Navigate to the "My Staff" tab within the CRM.
Select an existing employee or create a new one, naming them appropriately (e.g., "Voice Capable User" and "SMS Capable User").
Expand the "Call and Voicemail Settings" for each user and assign the respective Twilio number from the dropdown menu.
Save your changes.

Designing Workflows with Single-Sided Twilio Numbers

When creating workflows that involve communication, it's crucial to assign the appropriate user based on the type of communication (voice or SMS) you intend to initiate. Here's how to incorporate single-sided Twilio numbers into your workflows:

For Voice Communications:

Before initiating a call within a workflow, assign the "Voice Capable User" to the lead. This ensures that the call is made using the voice-only Twilio number assigned to that user.

For SMS Communications:

Before sending an SMS within a workflow, assign the "SMS Capable User" to the lead. This ensures that the SMS is sent using the SMS-only Twilio number assigned to that user.

Troubleshooting and FAQs

What if I accidentally assign the wrong user to a communication type?

You can edit the workflow to correct the user assignment before initiating the communication.

Can I automate the user assignment based on the communication type?

Currently, user assignments need to be manually set within each workflow step that involves communication.