Setting Up Twilio for Voice Communication

To enable voice calling in your account, you’ll need to connect a Twilio account and configure a few required settings. If you don't have a Twilio account, please follow our detailed guide on how to create an account with Twilio.

In eLogii, Masked calling can be found in Configuration ⇒ Masked Calling.

If this feature is unavailable to you, please reach out to your customer success manager or eLogii's support team for more information.

Setup instructions

Create a Twilio account on their website.
Get your credentials from Twilio - You will need Account SID and Auth Token. After obtaining these access tokens, paste them in their appropriate fields.
Purchase phone numbers - Buy one or more phone numbers with Voice capability. Having more numbers means more concurrent calls.
Configure Webhook URL - Each purchased number must be connected to your system via a webhook. This URL is a URL that Twilio will call when a masked number receives an incoming call. This should point to your eLogii API server.

In Twilio, open your purchased number and find the Voice Webhook field, and set it to:
```
https://api-35.elogii.com/communication/voice/connect
```

After configuring and saving the changes, test the configuration by making a call through the Driver app.

Number Management

Number management is performed through the Twilio number management section of Masked Calling.

Call Setting

You can further customize how calls behave:

Call session on - Determines when the session is closed. Selecting “Call End” keeps the session open for a short callback window after the call finishes, while “Task State Change” ends the session right away once the task status is updated.
Call timeout - The maximum time, in seconds, that Twilio will try to connect a call before marking it as unanswered.
Pending timeout – The time window in which the Driver must initiate the call after clicking “Call.” If no action is taken within this period, the session expires, and the number is released. (default: 90 seconds)
Max call duration – Maximum call length. After this time, the session will be closed automatically. (default: 300 seconds)
Callback window – Allows callbacks within a set timeframe. The time, in seconds, that a masked call session stays active after a call ends, allowing either the driver or customer to reconnect using the same masked number.
Call recording – Enable/disable call recording. When enabled, Twilio will record all masked calls for quality assurance and support purposes. Recordings are stored directly in your Twilio account.

Important Notices

If you see a "Not configured" message, this means that no Twilio numbers have been added to your account. To resolve this, add Twilio phone numbers to enable masked calling.

If you see the message “No phone numbers found”, it means your Twilio account is either not connected properly or doesn’t yet have any phone numbers assigned.

To resolve this, you’ll need to:

Create (or connect) a Twilio account
Add credentials
Purchase at least one phone number
Configure a webhook

Please note that additional costs may apply and are outside of eLogii’s control. While eLogii does not charge for using these services, users are fully responsible for managing any invoices and fees directly with the third-party SMS providers. Please refer to Twilio's pricing page for more pricing information.