Twilio
OthersProgrammable communications platform — calls ingested via the Programmable Voice API.
Setup time
~10 minutes
Auth method
HTTP
Agent matching
Phone number
Live dashboard
Good support
What you get
- Automatic call ingestion via Programmable Voice API
- Recording download for AI scoring
- Active call roster shown in real-time dashboard (agents currently on a call)
- Queue stats via the Twilio Queues API — current size and average wait time
- Real-time agent status (approximated)
- Live queue stats (approximated)
Things to know
- No native agent identity — agent matching by phone number only; accuracy depends on consistent DID assignment
- Agent presence shows only agents currently on an active call (idle agents are not visible without Twilio Flex/TaskRouter)
- Agent matching accuracy depends on consistent phone number assignment
Credentials you'll need
These are the values you'll paste into Call Coach IQ when setting up the integration. Gather them from Twilio before starting.
Twilio Console → Dashboard → Account Info → Account SID.
Twilio Console → Dashboard → Account Info → Auth Token (click to reveal).
Step-by-step setup
Follow these steps in your Twilio account, then enter the credentials in Call Coach IQ → Admin → System & Data → Third-Party API Integration.
- 1
Get Account SID and Auth Token
In the Twilio Console go to Dashboard → Account Info and copy your Account SID and Auth Token.
Twilio Console - 2
Enable call recording
Ensure your Twilio voice flows are configured to record calls (Record: record-from-ringing-dual or similar).
💡 Recordings must be enabled in your Twilio Studio flows or TwiML before calls can be ingested.
- 3
Enter credentials in Call Coach IQ
In Admin → System & Data, select Twilio and enter your Account SID and Auth Token.
- 4
Understand agent matching
Twilio does not include agent identity in call metadata — calls are matched to agents by the To/From phone number. Ensure each agent has a unique DID assigned in Call Coach IQ.
Not what you're looking for? Request a new integration
Ready when you are
Try it free with a real call — no account, no setup. Or book a demo to walk through the platform on your own data.