--- title: "Twilio" slug: "twilio" updated: 2026-08-21T19:11:52Z published: 2026-08-21T19:11:52Z canonical: "docs.turbo360.com/twilio" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.turbo360.com/llms.txt > Use this file to discover all available pages before exploring further. # Twilio ## Overview Twilio is a cloud communications platform that enables programmers to build SMS, voice call, and other messaging capabilities into applications. When you configure Twilio as a notification channel in Turbo360, alerts are delivered to your team via SMS or phone call, ensuring critical incidents are acknowledged quickly even when team members are away from their desks. ### Business value Connecting Turbo360 alerts to Twilio adds real-time voice and SMS notification to your incident response. Teams receive direct-to-phone notifications for high-priority alerts, reducing the time between detection and action. ## Prerequisites - An active Twilio account. See [creating a Twilio account](https://support.twilio.com/hc/en-us/articles/223136107-How-does-Twilio-s-Free-Trial-work-) for instructions. - An **Account SID** and **Auth Token** from your Twilio console. See [acquiring Account SID and Auth Token](https://www.twilio.com/blog/better-twilio-authentication-csharp-twilio-api-keys#:~:text=When%20you%20create%20a%20new,or%20using%20the%20API%20directly.). - A Twilio **From Number** (purchased phone number). See [buying a From Number](https://support.twilio.com/hc/en-us/articles/223136107-How-does-Twilio-s-Free-Trial-work-#h_eabbdfef-9904-44c8-bbd2-010523f51332). - A verified **To Number** (the recipient's phone number). See [adding a To Number](https://support.twilio.com/hc/en-us/articles/223180048-How-to-Add-and-Remove-a-Verified-Phone-Number-or-Caller-ID-with-Twilio). ### Required permissions You must have sufficient permissions in Twilio to access your Account SID, Auth Token, and phone numbers. ### Dependencies - Turbo360 must have outbound connectivity to the Twilio API. - Phone numbers must be provisioned and verified in Twilio before they appear in the setup flow. ## How it works Twilio channel setup in Turbo360 uses a two-phase validation process. In the first phase, Turbo360 authenticates with your Twilio account using your Account SID and Auth Token, then retrieves the available **From** and **To** numbers associated with your account. In the second phase, you select the numbers and notification type, then send a test notification to confirm end-to-end delivery before saving. ## Steps Use the following steps to configure a Twilio notification channel. Navigate to **Settings > Notification channels** and select **Twilio** to get started. 1. Enter a **Friendly name** to identify this channel in the Turbo360 application. 2. Enter the **Account SID** and **Auth Token** from your Twilio console. 3. Click **Validate**. Turbo360 authenticates with Twilio and displays the available **From Number** and **To Number** lists. 4. Select the desired **From number** and **To number** from the displayed lists. 5. Select the **Notification type** (SMS or voice call). 6. Click **Validate** again. Turbo360 sends a test notification to the selected **To number** using the chosen notification type. 7. After successful validation, click **Save** to complete the setup. ## Configuration | Field | Required | Description | | --- | --- | --- | | Friendly name | Yes | Display name for this channel in Turbo360 | | Account SID | Yes | Your Twilio account identifier, found in the Twilio console | | Auth Token | Yes | Authentication token for your Twilio account | | From number | Yes | The Twilio phone number used to send notifications (populated after first Validate) | | To number | Yes | The recipient phone number for alert notifications (populated after first Validate) | | Notification type | Yes | The delivery method: SMS or voice call | ## Permission behavior **With access:** Turbo360 can authenticate with Twilio, retrieve available phone numbers, and send SMS or voice call notifications to the configured **To number**. Test notifications can be sent using the **Validate** action. **Without access:** If the Account SID or Auth Token is invalid, or the Twilio account is inactive, the first validation will fail and no phone numbers will be displayed. Turbo360 will not send notifications until valid credentials are provided and saved. ## Example scenario Your on-call engineer needs immediate notification for critical Business Activity Monitoring alerts, even outside working hours. You configure a Twilio notification channel in Turbo360 with **voice call** as the notification type. When a BAM duration monitoring alert fires, Turbo360 triggers a Twilio call to the engineer's mobile number, ensuring the alert is not missed. ## Limitations - Twilio Free Trial accounts can only call or SMS verified phone numbers. Upgrade to a paid account to reach any phone number. - Only one **From number** and one **To number** can be configured per notification channel. Create multiple channels in Turbo360 to notify different recipients. - The notification type (SMS or voice call) is fixed per channel. Create separate channels for different delivery methods. ## Troubleshooting 1. **First Validate fails and no phone numbers are displayed** Cause: The Account SID or Auth Token is incorrect, or the Twilio account is suspended. Fix: Verify the Account SID and Auth Token in your Twilio console under **Account** → **General Settings**. Confirm the account is active. 2. **Phone numbers are not listed after successful first Validate** Cause: No phone numbers are provisioned in the Twilio account, or no verified **To numbers** have been added. Fix: Purchase a **From number** in the Twilio console and add at least one verified **To number** before attempting setup. 3. **Second Validate fails after selecting numbers and notification type** Cause: The **To number** is not verified (for Twilio Free Trial accounts), or the **From number** is not enabled for the selected notification type. Fix: Verify the **To number** in Twilio's **Verified Caller IDs** list. For voice calls, confirm the **From number** supports voice in its Twilio capabilities. 4. **Alerts fire in Turbo360 but no SMS or call is received** Cause: The notification channel is not linked to an alert rule or escalation policy, or the channel was not saved. Fix: Confirm the channel is saved and verify the relevant alert rule or escalation policy references this Twilio channel. 5. **Notifications were previously working but have stopped** Cause: The Twilio Auth Token was regenerated, or the account's phone number was released. Fix: Check the Twilio console for any account or number changes. Update the channel configuration in Turbo360 with the current credentials. ## FAQs 1. **Can I configure multiple recipients in a single Twilio channel?** No. Each Twilio channel in Turbo360 supports one **To number**. Create multiple Twilio notification channels to notify different recipients. 2. **What notification types does Twilio support in Turbo360?** Turbo360 supports SMS and voice call notifications through Twilio. 3. **Can I use a Twilio Free Trial account with Turbo360?** Yes, but Free Trial accounts are limited to sending notifications only to verified phone numbers. To notify unverified numbers, upgrade to a paid Twilio account. ## Related articles - [Creating a Twilio account](https://support.twilio.com/hc/en-us/articles/223136107-How-does-Twilio-s-Free-Trial-work-) - [Acquiring Account SID and Auth Token](https://www.twilio.com/blog/better-twilio-authentication-csharp-twilio-api-keys#:~:text=When%20you%20create%20a%20new,or%20using%20the%20API%20directly.) - [Buying a From Number](https://support.twilio.com/hc/en-us/articles/223136107-How-does-Twilio-s-Free-Trial-work-#h_eabbdfef-9904-44c8-bbd2-010523f51332) - [Adding a To Number](https://support.twilio.com/hc/en-us/articles/223180048-How-to-Add-and-Remove-a-Verified-Phone-Number-or-Caller-ID-with-Twilio)