Syncing with Twilio

Step 1 — Syncing with Twilio

1. After connecting your Twilio account, click Sync in the Topa dashboard.

2. All active numbers from Twilio will appear automatically.

3. If you delete a number in Twilio, simply click Sync again — it will be removed from Topa.io.

💡 If you have multiple Twilio accounts connected, Topa.io will show which account each number belongs to.

Step 2 — Manage Inbound Call & SMS Handling

You’ll see two toggles for each number:

• Handle Inbound Calls

• Handle Inbound SMS

✅ For most users, both should remain enabled. (These settings are mainly for advanced configurations.)

If you are very familiar with Twilio, you may wish for your numbers to be handled using some custom functions in Twilio, if that is the case you can turn off the toggles and do your own SMS and Phone routing in Twilio.

Step 3 — View Inbound Activity

• Inbound Calls: See all call-backs from your voicemails.

• SMS Replies: View all text message responses sent to your numbers.

Step 4 — Adjust Number Settings

1. Click the Settings (⚙️) icon on the far right side of the number.

2. Inside Settings, you can choose one of the following options:

   • Just Hang Up – End the call immediately.

   • Play a Message – Type a short message to be played automatically.

   • Forward the Call – Redirect incoming calls to another phone number (make sure to include the country prefix).

     NEW Feature - We will now announce the caller in a whisper to your destination number, the whisper will say - Voicemail Call From NAME at COMPANY

Step 5 — Enable Webhooks for Inbound Events

If you want to receive real-time notifications when someone calls or replies via SMS:

1. Enable Webhook for inbound events.

2. Topa.io will send a webhook as soon as you receive a inbound call or sms. This is particularly useful for inbound calls as you could insert this into your CRM so you can know who is calling.

Example webhook:

{
  "Date": "2025-10-28",
  "CallTime": "14:12:14",
  "CustomerNumber": "+447534000000",
  "CustomerName": "Jonny",
  "Company": "",
  "Email": "",
  "Campaign": "ADS Campaign 1",
  "InboundNumber": "+447411200000",
  "Destination": "message",
  "SMS Reply": ""
}

Useful info: If the SMS Reply field is empty, the webhook is for a inbound call. If there is anything in that field, its a SMS reply.

Inbox Help Guide

The Topa Inbox is where all lead communication is managed. It allows you to view and respond to SMS replies and inbound calls, send messages or voicemails, and manage leads within a lightweight CRM environment.

This guide explains how the Inbox works and how to use its core features.

1. What the Inbox Shows

Every interaction from your campaigns will appear inside the Inbox.

This includes:

• Inbound calls

• SMS replies

• Conversations started manually

• Leads pushed from enrichment

Each conversation represents a single lead, and all communication history is stored in that thread.

2. Understanding the Lead Source

Each lead in the inbox includes a Source label.

The source shows how the lead first entered the inbox.

Possible sources include:

• Inbound Call – The lead called back from a campaign voicemail.

• SMS – The lead replied to an SMS message.

Important

The source does not change, even if the lead interacts through another channel later.

Example:

The source always reflects the original entry method.

3. AI Reply Classification

The first SMS reply from a lead is automatically analyzed by AI.

It will be categorized as one of the following:

• Positive

• Neutral

• Negative

This helps you quickly identify interested prospects versus leads that are not interested.

CRM Automation

From the Phone Numbers page, you can configure a webhook to automatically push positive replies into your CRM.

This allows qualified leads to be automatically transferred into your sales pipeline.

4. Sending and Replying to SMS Messages

The Inbox supports two-way SMS conversations.

You can:

• Reply directly to incoming messages

• Continue conversations with leads

• Send follow-up messages manually

Inside each conversation, you will see the complete SMS history, including:

• Messages sent from campaigns

• Messages sent manually

• Replies from the lead

This creates a single timeline of all communication with that contact.

5. Following Up on Missed Calls

If a lead calls your number but the call is missed, the conversation will still appear in the Inbox.

You can quickly follow up by:

1. Opening the conversation

2. Clicking Send SMS

3. Sending a reply message

This allows you to recover leads who attempted to reach you.

6. Sending Voicemails from the Inbox

You can send a voicemail to a lead directly from the conversation thread.

To do this:

1. Click Send Voicemail

2. Type your voicemail message

3. Click Send

This is useful when you want to follow up with a personal voicemail during an ongoing conversation.

7. Blacklisting Leads

You can blacklist leads to prevent further outreach.

When a lead is blacklisted:

• They will no longer receive SMS messages

• They will no longer receive voicemail drops

Automatic Blacklisting

Any message containing "delete" will automatically trigger blacklisting.

This ensures compliance with opt-out requests.

You can also manually blacklist a lead from the conversation thread.

8. Using the Inbox as a Mini CRM

The Inbox includes basic CRM features to help organize leads.

You can:

• Add notes to a conversation

• Assign leads to team members

• Update lead statuses

This helps your team track conversations and manage follow-ups.

9. Adding Leads Manually

You can manually add a lead to the Inbox.

1. Click Add Lead

2. Enter the lead's details

3. Start messaging via SMS or voicemail

This is useful for leads that come from other channels outside of campaigns.

10. Enriching Leads with B2B Data

Topa also supports B2B enrichment.

You can:

1. Enrich a contact to find their cellphone number

2. Click Start Conversation

Once started, the lead will appear in the Inbox where you can:

• Send SMS messages

• Drop voicemails

• Continue follow-up conversations

11. White-Label and Team Access

The Inbox supports multiple users through white-label access.

Permissions work as follows:

Campaign-Based Visibility

Users can only see:

• Leads generated from campaigns assigned to them

Manually Added Leads

If a user manually adds a lead:

• Only users within the same user group can see that lead.

This ensures proper team-level access control when working with clients or agencies.

Summary

The Topa Inbox acts as a central communication hub and lightweight CRM for your outreach campaigns.

From one interface you can:

• View inbound calls and SMS replies

• Send SMS and voicemails

• Manage conversations

• Classify leads using AI

• Assign leads to team members

• Enrich and add new contacts

• Control team visibility through white-label access

This allows you to manage all lead engagement from one place without needing an external messaging system.