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📞 Twilio

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Overview

The Twilio integration adds voice calling and SMS capabilities directly to ParsaLink. Once connected, your team can make calls with a single click from any contact or lead record, and all calls are automatically logged to the activity timeline with duration, direction (inbound/outbound), and optional recording links.
🔧 Setup

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Two Connection Modes

ParsaLink supports two ways to wire up Twilio: Managed (recommended for most teams) — Click one button and ParsaLink provisions a Twilio sub-account under our master account. We handle the SID, the auth token, the phone-number purchase, and the billing — you just see calls + SMS rolled into your ParsaLink invoice. No need to create a Twilio account yourself. Own (bring your own Twilio account) — Connect an existing Twilio account by pasting in your SID and auth token. Use this when you’ve already got Twilio set up (existing phone numbers, custom messaging compliance, dedicated trust score), when you need a country we don’t serve under managed mode, or when finance prefers Twilio as a separate vendor relationship. The mode is set per workspace at Settings → Integrations → Twilio. You can switch later, but inbound numbers don’t transfer automatically — you’d port them if you needed to.

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Setting Up Twilio

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Prerequisites (Own Mode Only)

You’ll need:
  • A Twilio account (twilio.com)
  • A Twilio phone number (voice-capable for calling, SMS-capable for text)
  • Your Twilio Account SID and Auth Token from the Twilio Console
  1. Go to Settings → Integrations → Twilio.
  2. Enter your Twilio Account SID and Auth Token.
  3. Enter the Twilio Phone Number to use for outbound calls and SMS (in E.164 format, e.g., +15551234567).
  4. Click Save and Test to verify the connection.
  5. Allow microphone access in your browser when prompted (required for in-browser calling).
ParsaLink uses Twilio’s browser SDK for in-browser calling. Your team does not need a physical phone — calls happen through the browser using your computer’s microphone and speakers (or a headset).
📱 Calling

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Click-to-Call

Once Twilio is connected, a Call button appears next to phone numbers on all contact and lead records.
  1. Open a contact or lead record.
  2. Click the phone icon next to their number.
  3. The in-browser dialer connects automatically.
  4. Speak directly through your browser.
  5. When you hang up, a call log is automatically created on the record’s activity timeline.
The call log includes:
  • Date and time
  • Duration
  • Direction (outbound)
  • Notes field (editable after the call)
  • Recording link (if call recording is enabled)
📞 Inbound

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Inbound Calls

If you configure your Twilio number to route inbound calls to ParsaLink (via a TwiML webhook), inbound calls will also be logged automatically. When an inbound call comes in from a number that matches a CRM contact or lead, you’ll receive an in-app notification with the caller’s name and a link to their record.
  1. In the Twilio Console, go to your phone number’s configuration.
  2. Set the Voice webhook URL to: https://api.parsalink.io/api/twilio/voice/inbound/
  3. Set the method to HTTP POST.
🎙️ Recording

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Call Recording

  1. In the Twilio integration settings, toggle Record Calls to on.
  2. All calls made through ParsaLink will be recorded by Twilio.
  3. Recording links appear in the call log on the activity timeline after the call ends.
Call recording laws vary by jurisdiction. In many US states and most countries, at least one party must notify the other that the call is being recorded. Ensure you comply with local regulations before enabling call recording.
💬 SMS

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SMS Sending

With Twilio connected and an SMS-capable Twilio number configured, you can send SMS messages from ParsaLink in two ways:

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Manual SMS

From any contact or lead record:
  1. Click Send SMS in the header actions.
  2. Type your message (160 characters per SMS segment).
  3. Click Send.
The SMS is logged on the activity timeline.

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SMS via Automations

Use the Send SMS action in an automation to send text messages as part of a workflow. For example:
  • New lead created → Send SMS:
See Automation Actions for configuration details.
📋 Logs

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Call Log Fields

Every logged call includes:
FieldDescription
Date/TimeWhen the call occurred
DurationCall length in minutes and seconds
DirectionInbound or outbound
FromCaller’s number
ToRecipient’s number
NotesPost-call notes added by the rep
RecordingLink to call recording (if enabled)
OutcomeCall result (answered, no answer, voicemail)
After a call, use the AI chat to extract action items from your post-call notes. Open the chat while viewing the contact and paste your notes to create tasks and update the opportunity automatically.