Connect Twilio (Global Voice, WebRTC & SIP)

Twilio is the industry standard for programmable cloud communications, providing telephone termination in more than 180 countries. In BrokerOS, Twilio powers two key communication layers:

1. In-Browser WebRTC Softphone: Enables sales and pre-sales agents to dial leads directly from the browser with two-way headset audio via the Twilio Voice SDK.
2. AI Voice Broadcast Campaigns: Automated outbound voice calling driven by background BullMQ workers and AI conversational personas.

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1. CRM In-Browser WebRTC Softphone Setup

To connect Twilio as the organization-wide softphone carrier:

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Navigation Path

Navigate to Dashboard -> Admin -> Settings -> CRM Telephony & WebRTC (/dashboard/admin/settings).

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Modal Form Fields

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Zero-Config Auto-Provisioning

Twilio Voice WebRTC SDK v2 requires a dedicated API Key SID (SK...) and a TwiML Voice Application (AP...) configured with outbound voice webhook URLs. If you leave the API Key and TwiML Application fields blank, BrokerOS automatically connects to the Twilio REST API during connection and auto-provisions:

1. Twilio API Key: Provisions BrokerOS_CRM_WebRTC_Voice and saves the secret pair.
2. TwiML Voice Application: Creates BrokerOS CRM Outbound Voice App pointing its VoiceUrl to /api/crm/telephony/webhooks/twilio-voice and its StatusCallback to /api/crm/telephony/webhooks/twilio-status.

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Verification Test Call

Once saved, click Verify Carrier in the admin header:

1. Enter your personal phone number in international E.164 format.
2. Click Place Verification Call.
3. Twilio dials your handset and speaks a verification confirmation message to ensure outbound trunk authorization.

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2. Marketing AI Voice Broadcast Setup

To use Twilio for marketing AI voice campaigns:

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WebRTC In-Browser Dialing Pipeline

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Twilio Media Streams (Marketing WebSocket Integration)

When running low-latency conversational AI agents (such as OpenAI Realtime or Pipecat), BrokerOS utilizes Twilio Media Streams:

1. Twilio executes the TwiML response returned by /api/marketing/voice/webhooks/twilio-answer:
   <?xml version="1.0" encoding="UTF-8"?>
   <Response>
     <Connect>
       <Stream url="wss://api.yourdomain.com/voice/stream">
         <Parameter name="campaignId" value="camp_luxury_launch"/>
         <Parameter name="agent" value="VAPI"/>
       </Stream>
     </Connect>
   </Response>
   
2. Twilio opens a WebSocket connection to BrokerOS on /voice/stream.
3. Audio packets are exchanged using 8-bit G.711 u-law companded frames at 8kHz, transcoded in real time.

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Related Guides

• In-Browser WebRTC Softphone Guide
• Phone Carriers (PSTN) Overview
• CRM Telephony API Reference