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.