Setting Up a Digital Phone System through Twilio Integration

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Setting Up a Digital Phone System through Twilio Integration

OctopusPro’s Digital Phone System uses Twilio to power business-grade voice calling, SMS, and optional WhatsApp messaging across web and mobile. Your team can answer and place calls in the desktop browser (softphone) and the OctopusPro app via secure WebRTC, with every interaction logged back to the related customer, booking, quote, or invoice for a complete audit trail.

What’s included

  • Multiple numbers per account: Connect one or many Twilio numbers and configure each independently.
  • Branch-aware routing: Map numbers to specific Branches/locations so only users linked to that Branch ring on web and mobile.
  • Ring-all with smart pickup: All eligible users ring; the first to answer is connected and everyone else sees an “answered by …” notification.
  • Selectable outbound Caller ID: Choose the From number for outbound calls and SMS; where supported, you can use an Alphanumeric Sender ID for one-way branded SMS.
  • Recording & voicemail (optional): Enable call recording for quality and training, and route missed calls to voicemail with your own greeting—always follow local consent rules.
  • WhatsApp (optional): If your number is onboarded for WhatsApp Business, send and receive WhatsApp messages through Twilio in your existing workflows.

Automations, templates, and permissions

Use Automations to trigger SMS for key moments—lead contact attempts, quote and booking reminders, ETAs, running-late and arrival notices, and invoice reminders—so customers stay informed without manual follow-up. Customize tone and content in Templates & Canned Responses (supports dynamic merge fields and channel-specific versions) at Settings → Communications → Templates & Canned Responses: open in a new tab. Apply OctopusPro’s role-based permissions to control who can connect numbers, answer calls for a Branch, place outbound calls/SMS, or access recordings.

Before you start

Check number coverage/capabilities and any regulatory requirements for your country (voice, SMS, alphanumeric sender IDs, WhatsApp, and recording rules vary by region). You can purchase/port numbers, review availability, and confirm compliance in Twilio’s documentation and Console. (Twilio Help Centre)

What you’ll learn in this guide

This step-by-step guide shows you how to: connect one or more Twilio numbers; map numbers to Branches; configure ring-all, timeouts, forwarding, voicemail, and recording; choose the outbound From number; enable web/app calling for users and fieldworkers; set up automations; tailor templates; and troubleshoot common issues—so your calls and messages are fast, compliant, and always attached to the right jobs and customers.

Table of contents

Key Features Overview

Responsive Messaging

  • Two-way SMS from web or app: Admin users and fieldworkers can send and receive SMS in the desktop browser and the OctopusPro app. Conversations are automatically linked to the correct Customer / Booking / Quote / Invoice for context and auditing.
  • Customer replies supported: Customers reply from their native SMS app; replies flow back into OctopusPro so threads stay complete and searchable.
     
  • Branded senders (where allowed): For one-way notifications, you can use an Alphanumeric Sender ID (e.g., YOUR-BRAND) in countries that support it; otherwise send from a Twilio phone number.

Automated SMS Notifications

  • Turnkey automations: Keep customers and fieldworkers informed with out-of-the-box SMS workflows (enable/disable per your needs): lead contact attempts, quote reminders, booking reminders, “on the way” (ETA), running-late, arrived onsite, next-service-due, and outstanding-invoice reminders.
  • Fully configurable: Edit content, timing, and recipients. Use merge fields to personalize messages at scale.
  • Message history: All automated and manual messages are logged for traceability, and Twilio Message Logs can be consulted for delivery diagnostics if needed.

Integrated Calling (Web & Mobile)

  • Softphone in browser and app: Place and receive business calls from the desktop browser and the OctopusPro app using Twilio’s Programmable Voice SDKs (WebRTC).
  • Multiple numbers per account: Connect one or many Twilio numbers to a single OctopusPro account and configure each independently (routing, recording, voicemail).
  • Branch-aware routing: Map numbers to Branches/locations. Only users linked to a Branch ring for calls to that Branch’s number(s)—keeping calls local and relevant.
  • Ring-all with smart pickup: All eligible users ring on web and mobile; the first to answer is connected. Others see a real-time “answered by …” notification.
  • Pick your outbound Caller ID: Choose the From number (any connected Twilio number) per call; for SMS, Alphanumeric Sender ID is available where regulations permit.

Real-Time Customer Updates

  • Status SMS without manual effort: Automatically notify customers when a fieldworker is en route (ETA), running late, or arrived. These updates reduce no-shows and improve satisfaction by setting clear expectations.
     

Detailed Communication Logs

  • Single source of truth: Every call (inbound/outbound/missed/voicemail) and every message is captured in OctopusPro and surfaced on the related records for quick reference and reporting.
  • Deeper diagnostics when needed: Twilio provides call and message logs/metadata for troubleshooting carrier-level issues.

Call Recording & Voicemail (Optional)

  • Policy-driven recording: Enable call recording for quality, training, or compliance. Recording typically begins once the call is answered and can be started/paused/stopped programmatically in Twilio; recordings are accessible from OctopusPro. Always follow consent laws in your region.
  • Professional voicemail: Route missed calls to a custom MP3 greeting and (optionally) capture voicemail messages. Missed calls and voicemails are logged like any other interaction.

Secure, Business-First Caller Identity

  • Protect staff privacy: Fieldworkers communicate through your company numbers, not personal mobiles. Customer callbacks route to your business, centralizing service and preserving privacy.
  • Channel options: Voice and SMS are standard; WhatsApp is also available once your numbers are registered/approved for WhatsApp Business via Twilio.

Templates, Canned Responses & Permissions

  • Consistent messaging: Customize templates and canned responses (with placeholders) for confirmations, reminders, and service updates at Settings → Communications → Templates & Canned Responses: open in a new tab.
  • Role-based control: Use OctopusPro’s permissions to decide who can connect numbers, answer Branch calls, place outbound calls/SMS, access recordings, and configure automations.
  • Regulatory readiness: Some senders (e.g., Alphanumeric IDs, WhatsApp templates) require country-specific registration/approval before use.

With these capabilities, OctopusPro delivers a modern, branch-aware phone and messaging system that your team can use anywhere—ensuring faster responses, cleaner handoffs, and a complete, compliant record of every customer interaction.

Setting up your Digital Phone Number for OctopusPro

OctopusPro uses Twilio for telephony and messaging. Setup is a one-time process: create (or sign in to) a Twilio account, get or port a phone number, then connect it in OctopusPro. After connecting, you can assign numbers to Branches, enable ring-all to web + app, choose outbound Caller ID, and configure voicemail and recording.

1) Create your Twilio account

  • Go to twilio.com and sign up (free trial available).
  • Add a payment method so you can purchase numbers and use Voice/SMS.

2) Decide: buy a new number or port your existing number

Option A — Buy a new Twilio number (fastest)

  • In Twilio Console → Phone Numbers → Buy a Number, search by country, area code, and capabilities (Voice, SMS, MMS, WhatsApp).
  • Provision the number to your project. Some countries require extra verification/regulatory documents before activation.

Option B — Port your existing business number to Twilio

  • Initiate a port-in request from Console → Phone Numbers → Port & Host.
  • Follow Twilio’s country-specific porting guidelines and timelines; your current carrier must support porting.
  • (US example) Twilio notes porting can take up to several weeks depending on number type and country. Use Twilio’s Portability Checker (where available) to verify eligibility before you start.

Tip: Before buying or porting, confirm the capabilities you need (e.g., Voice + SMS) are supported for your target country/number type.

3) Understand billing (who charges for what)

  • OctopusPro: no surcharge for using integrated calling/SMS features.
  • Twilio: usage is billed directly to your Twilio account (pay-as-you-go). Check Messaging and Voice pricing for your country, or use Twilio’s Pricing APIs for account-specific rates.

4) Connect your Twilio number in OctopusPro

  1. In OctopusPro, go to Settings → Communications → Digital Phone System.
  2. Click Connect my Twilio number to OctopusPro.
  3. Enter your Account SID and Auth Token (from the Twilio Console Dashboard).
  4. Add the Phone Number (E.164 format, e.g., +61…), the Phone Number SID (starts with PN…), and select the Capabilities (Voice/SMS/WhatsApp) that apply to that number.
  5. Click Submit.

Your number stays owned in your Twilio account; OctopusPro is authorized to use it for calling/messaging.

5) Post-connection configuration (recommended)

  • Assign to Branch(es): Map each number to the relevant Branch so only users linked to that Branch ring on web + app.
  • Inbound routing (Forward to): Set to My OctopusPro app to ring all eligible users (ring-all).
  • Ring timeout & missed-call handling: Choose how long to ring before marking missed, then forward to voicemail (custom MP3 greeting) or an external fallback number.
  • Call recording (optional): Enable “record when answered” for quality/training (ensure you follow local consent rules).
  • Outbound Caller ID: Allow staff to choose the From number when dialing.
  • SMS/WhatsApp messaging: If supported, use the connected number for two-way SMS; set up WhatsApp senders where applicable (registration required in many regions).
  • Automations & templates: Turn on booking/quote/invoice reminders, ETA/late/arrival messages, and customize content in Templates & Canned Responses.

These settings give you multi-number, branch-aware routing with ring-all to both browser and OctopusPro app, plus full logging of calls, messages, and voicemails against the related records.

6) Quick checks if you get stuck

  • Can’t find a suitable number? Re-search with different filters or review number availability/regulatory requirements for your country/number type.
  • Unsure about porting eligibility or timeline? Review Twilio’s porting guidelines for your country and use the Portability Checker (where available).
  • Pricing questions? See Twilio’s Messaging and Voice pricing or pull live rates via the Pricing APIs.

Once connected, your team can place and receive calls on web and mobile, select the appropriate From number, and keep every interaction logged and searchable—with Twilio handling the carrier side and OctopusPro handling the workflow.

Configuring the Digital Phone System

Once your Twilio number is connected, use the Digital Phone System page to tailor how calls and messages work for your business. You’ll control inbound routing, ring behavior, recording, voicemail, branch assignment, fieldworker access, and more—so the right people are notified on web and mobile, the first available teammate answers, everyone else sees an “answered by …” notification, and every interaction is logged back to the related records.

Navigate to the Digital Phone System

  • In OctopusPro, go to Settings → Communications → Digital Phone System.
  • You’ll see your Connected Numbers and per-number configuration panels.
  • If a number is missing, first connect it from this same page (see “Connecting Your Twilio Number” earlier).

Calls in the browser/app are powered by Twilio’s Programmable Voice SDKs (WebRTC), enabling a softphone experience across modern browsers and iOS/Android.

Per-Number Settings (what each option does)

1) Forward to — choose how inbound calls to this number are handled:

  • My OctopusPro app (recommended): rings all eligible users on desktop browser and the OctopusPro mobile app; the first to answer is connected, others see an “answered by …” notification.
  • External business number: immediately forwards to the landline/mobile you specify.
  • My Twilio voicemail: plays your greeting and (optionally) records a message; you can implement voicemail using TwiML or Twilio Studio.

2) Ring timeout (seconds)
How long the system should ring users before treating the call as missed and applying the Forward missed calls to rule.

3) Forward missed calls to
Choose the fallback when no one answers within the timeout: Twilio voicemail (play greeting, optionally capture a message) or External business number.

4) Call recording (optional; comply with local consent rules)

  • No recording – never record.
  • When the call is answered – begin recording on answer (not while ringing). Recordings are accessible from your call logs. You can also manage recordings via Twilio’s Recording APIs if needed.

5) Voicemail greeting and message

  • Voicemail type: upload an MP3 greeting (identify your business, hours, and info to leave).
  • Voicemail message (toggle): allow callers to leave a message after the greeting. (You can build voicemail with TwiML <Record> or Twilio Studio’s Record Voicemail widget.)

6) External business number
If forwarding, set the country and enter the destination number (E.164 format recommended, e.g., +61…).

7) Branch routing
Assign the number to one or more Branches. Only users linked to those Branches in their user profiles will ring for calls to this number—keeping calls local and reducing noise across teams.

8) Include General Fieldworker (toggle)
When ON, the General Fieldworker user is added to the ring group for this number (helpful for after-hours coverage).

9) Enable for fieldworkers through the app (toggle)
When ON, fieldworkers can place calls and SMS from the app using your company number (not their personal mobiles). Interactions are logged in OctopusPro.

10) Outbound Caller ID (“From”)
Allow staff to select which connected company number to present as the From when dialing out. (For SMS messaging in supported countries, an Alphanumeric Sender ID can be used via Twilio’s messaging services; otherwise use a Twilio phone number.)

Good Practices (recommended)

  • One local number per Branch: present a familiar local Caller ID and keep ring groups relevant.
  • Set a sensible timeout (20–30s): avoid long rings; rely on your Forward missed calls rule.
  • Always upload a professional voicemail greeting: route to voicemail or an external fallback after timeout.
  • Follow recording laws: if you enable recording, play a short consent message as required in your region. (You can inject a disclosure prompt before connecting the call.)

Disconnecting Your Number

  • Disconnect Twilio: On the Digital Phone System page, click Disconnect Twilio for the relevant number to reset the connection and stop routing via OctopusPro.
  • Number ownership: Disconnecting does not delete the number—it remains in your Twilio account. If a number was ever moved to a Twilio subaccount for provisioning, follow Twilio’s guidance to move numbers between accounts/projects if needed.

What changes after configuration?

  • Users on the mapped Branch ring on web and app; the first to pick up is connected.
  • Everyone else sees an instant “answered by …” notification so your team stays in sync.
  • All calls, messages, and voicemails are logged back to the related Customer/Booking/Quote/Invoice, creating a complete, searchable communication trail.

With this configuration, OctopusPro gives you a modern, branch-aware phone system using Twilio’s carrier-grade rails—so you answer faster, keep teams aligned, and retain a compliant, high-fidelity record of every conversation.

Enabling and Configuring Digital Phone System Features

Use the Digital Phone System page to fine-tune how calls and messages work for your teams. Below is a clear, step-by-step map of every option, what it does, and recommended settings so you get branch-aware ringing on web + mobile, clean handoffs (with “answered by …” notifications), and a complete communication trail across related records.

Where to configure

  • Path: Settings → Communications → Digital Phone System
  • What you’ll see: Your Connected Numbers with per-number panels for Forwarding, Ring timeout, Missed-call rules, Voicemail, Recording, Branch routing, Fieldworker access, and Outbound Caller ID.

Calls in the browser and mobile app are powered by Twilio’s Programmable Voice SDKs (WebRTC). This provides a secure softphone experience across modern browsers, iOS, and Android.

Per-Number Controls

1) Forwarding & Ring Behavior

  • Forward to
    • My OctopusPro app (recommended): Rings all eligible users (those linked to the number’s Branch) on browser + app. The first to answer is connected; others immediately see “answered by …” so the team stays in sync.
    • External business number: Instantly forwards to the landline/mobile you specify (enter in E.164 format).
    • My Twilio voicemail: Plays your greeting and (optionally) records a message using Twilio voicemail flows (TwiML <Record> or Studio – Record Voicemail).
  • Ring timeout (seconds)
    How long to ring before a call is treated as missed and your Forward missed calls to rule is applied.
  • Forward missed calls to
    Choose a fallback when no one answers within the timeout: Twilio voicemail (greeting + optional message) or External business number.

2) Voicemail (Greeting & Message)

Voicemail greeting (two ways)

  • Upload a custom MP3 greeting — Record a short message that states your business name, hours, and what information callers should leave.
  • Use Text-to-Speech (TTS) — If you prefer not to record audio, you can serve a TTS greeting with TwiML <Say>, then capture the caller’s message with TwiML <Record> (or build the same flow in Twilio Studio with no code). Choose an appropriate voice and language for your brand; only supported combinations will render.

Tip: Twilio documents supported TTS voices/languages and how to implement <Say> and <Record> in the same response or via action URLs.

Allow voicemail message (toggle)

When ON, callers can leave a message after the greeting. You can implement recording with TwiML <Record> or use Studio → Record Voicemail to capture audio and (optionally) transcribe it, all without custom code.

Voicemail Notifications

Once voicemail is configured, OctopusPro keeps your team informed so you can respond quickly.

Where notifications appear

  • In-app Notifications (OctopusPro): New voicemails appear in your normal Notifications feed.
  • Push notifications (mobile app): Receive alerts on the OctopusPro app when enabled on the device.

What to check

  1. In OctopusPro, go to Settings → Notifications and ensure New Voicemail is enabled for the right users/roles.
  2. On mobile devices, make sure OS-level notifications are allowed for OctopusPro:
    • iOS: Settings → Notifications → OctopusPro → Allow Notifications (choose alerts/sounds/badges).
    • Android: Settings → Apps → OctopusPro → Notifications → On (configure alerting/silent, lock-screen, etc.).

Where to review messages

  • Notifications feed: See the latest voicemail alerts alongside other system notifications.
  • Reports: For the full history, go to Reports → History Log → Recent Voicemail Log.

Enabling the New Voicemail alert in OctopusPro and OS-level app notifications ensures critical messages surface to the right people—even when they’re on the move.

Save & test

After updating any voicemail setting, click Save, then place a quick test call to confirm the greeting plays and a message is recorded (you can also validate behavior or transcription using Twilio’s recording resources if needed).

3) Call Recording (optional)

Call recording is useful for QA, training, and dispute resolution. You control when recording starts and whether it’s mono or dual-channel:

  • Off (No recording) – Calls are never recorded.
  • When ringing starts – Start as soon as the call rings (mono).
  • When the call is answered – Start when the call connects (mono).
  • When the dual ringing starts – Start as soon as the call rings (dual).
  • When the dual call is answered – Start on answer and capture separate channels for caller and agent, which helps with transcription/analytics.

Recordings can be retrieved programmatically; Twilio also provides status callbacks with recording details. Be sure to follow local consent rules.

Compliance reminder: Call-recording consent requirements vary by country/state (e.g., one-party vs all-party consent). Obtain legal guidance and, if needed, play a short consent message before connecting the call.

4) Branch Routing & Who Rings

  • Assign numbers to Branches: Only users linked to that Branch ring for calls to the Branch’s number(s), keeping calls local and reducing noise across teams.
  • Include General Fieldworker (toggle): Adds the General Fieldworker user to the ring group for after-hours or shared duty.

5) Outbound Caller ID (“From”)

  • Allow staff to select which connected company number to present as the From when placing a call.
  • For messaging, Twilio supports alphanumeric sender IDs (one-way) in many countries; otherwise send from a Twilio phone number. Country support and registration requirements vary.

6) Enable for Fieldworkers (in the app)

  • When ON, fieldworkers can place calls and SMS using your company number from the OctopusPro app (not their personal mobiles). Interactions are logged, and (if enabled) recorded under your business account.

Recommended Setup Order

  1. Assign number → Branch so the right users ring.
  2. Forward to = My OctopusPro app (enable ring-all).
  3. Set ring timeout (e.g., 20–30s) and Forward missed calls to Twilio voicemail with a professional greeting.
  4. Enable recording if policy allows: prefer record-from-answer (mono) or record-from-answer (dual) for clearer analytics.
  5. Permit Caller ID selection so teams can choose the correct Branch number when dialing.
  6. Train staff to watch for “answered by …” notifications to avoid duplicate pickups.

Key Advantages (why this matters)

  • Streamlined communication: Admins and fieldworkers can receive and place calls from web or app using your business numbers—no personal numbers exposed. (Powered by Twilio Voice SDK/WebRTC.)
  • Privacy & professionalism: Customer callbacks route to your company numbers, not personal mobiles.
  • Granular control: Role-based permissions decide who can connect numbers, answer for a Branch, place outbound calls/SMS, or access recordings.
  • Complete trail: Calls, messages, and voicemails are logged back to related records for context, reporting, and QA.

With these settings, your phone system becomes branch-aware, web + mobile ready, and compliance-conscious—delivering faster responses, cleaner handoffs, and higher customer satisfaction.

Receiving and Making Calls through your Digital Phone Number

OctopusPro uses Twilio’s Programmable Voice to let admins and fieldworkers receive and place calls in the desktop browser (softphone) and the OctopusPro mobile app, with push notifications on iOS/Android and secure WebRTC audio.

Inbound call routing (how incoming calls are handled)

Set routing per connected number in Settings → Communications → Digital Phone System:

  • My OctopusPro app (ring-all): Rings all eligible users (those linked to the number’s Branch) on web + mobile; the first to answer is connected and others get an “answered by …” notification. (This “simulring/first-answer-wins” pattern is a standard Twilio flow.)
  • External business number: Immediately forward to a landline or mobile you specify (E.164 format recommended).
  • Twilio voicemail: Play your greeting and record a message using Twilio voicemail flows (TwiML <Record> or Studio’s Record Voicemail).

Timeout & fallbacks. Pick a ring timeout (e.g., 20–30s). If no one answers, apply Forward missed calls to → (a) voicemail or (b) an external fallback number; you can chain a fallback (external) and then voicemail.

Current limitations: Time-based routing and forwarding incoming calls directly to individual fieldworkers’ personal numbers are not supported. Use Branch ring-all, external forwarding, and voicemail as your routing options.

Receiving calls in the app and browser

  • Mobile app: Users receive push notifications for incoming calls (VoIP Push on iOS, FCM on Android). Ensure push credentials are configured so calls alert even when the device is locked.
  • Desktop browser: The Voice JS SDK enables a full softphone—answer, hold, mute, transfer, etc.—directly in supported browsers.

Tip: Keep the app installed/logged in (mobile) and grant mic/notification permissions (web + mobile) so calls are never missed.

Direct-to-voicemail (after-hours or busy)

Send calls straight to voicemail when you’re unavailable (or after the timeout). Upload a custom MP3 greeting or use Text-to-Speech; Twilio then captures the message and provides a recording URL.

Making outbound calls (app & web)

  • From the app or browser: Place calls with the selected Caller ID (any connected company number), keeping staff numbers private and presenting the correct Branch/local number. The Voice SDK handles call setup over WebRTC in both environments.
  • Forwarded calls: If you prefer carrier phones, use External business number routing and answer on your desk/mobile phone as usual.

Missed calls & notifications

Missed calls follow your fallback rules (e.g., voicemail). Team members see in-app and mobile push notifications so someone can return the call quickly. (Enable the New Voicemail alert and OS-level app notifications to surface messages promptly.)

Call logs, history, and recordings

  • Logs: All inbound/outbound/missed/voicemail events are logged in OctopusPro and tied to the related Customer/Booking/Quote/Invoice.
  • Recordings (if enabled): You can listen in OctopusPro; recordings are also retrievable via Twilio’s Recordings API. Twilio supports downloading in .wav or .mp3 by appending the desired extension to the media URL.

Quick configuration checklist

  1. Forward to = My OctopusPro app (ring-all) or External number or Voicemail, per number.
  2. Set Ring timeout and Forward missed calls to (fallback chain if needed).
  3. Upload/define Voicemail greeting; enable message recording.
  4. Ensure push notifications (mobile) and browser mic/notifications (web) are allowed.
  5. Train staff to pick the correct Caller ID when dialing out and to watch for “answered by …” notifications to avoid duplicate pickups.

Deleting Unnecessary Call Recordings

Keep your storage lean and costs predictable by removing recordings you no longer need. You can automate clean-up in OctopusPro and/or delete directly in Twilio (Console or API). Deletions in Twilio are permanent and, for privacy reasons, Twilio Support can’t do this on your behalf.

A) Deleting old recordings automatically (OctopusPro)

Use this when you want routine clean-up without manual work.

  1. Go to Settings → Communications → Automation.
  2. Enable the auto-delete call recordings rule and choose your retention window (e.g., 30/60/90 days).

Why it helps: Twilio charges for recording/recording-storage in the Twilio Cloud; regularly purging old audio reduces ongoing usage. If you store media outside Twilio (e.g., S3), Twilio Cloud storage fees don’t apply—your external provider’s pricing will.

B) Deleting recordings manually (Twilio Console)

Use this if you need to remove specific calls or perform a one-off clean-up.

  1. In Twilio Console → Programmable Voice → Logs → Recordings, search/filter by date, number, or Call SID.
  2. Select one or multiple recordings and choose Delete (bulk delete supported).
  3. Confirm. (This action is irreversible.)

Good to know

  • Console supports bulk deletion, but there’s no “delete everything in one call”; behind the scenes, each Recording SID is deleted individually.
  • Twilio emits monitor/audit events for bulk deletions (e.g., recording.bulk-delete.created) so you have an audit trail.

C) Deleting via API (scripts & bulk jobs)

For large accounts, scripting is the fastest path.

  • Recordings API: Send HTTP DELETE to a Recording resource (one SID at a time).
  • How-to guides: Twilio shows sample Python bulk deletion scripts and explains pagination/generator patterns for high volumes; you can adapt the approach to Node.js or other SDKs.
  • DELETE API overview: Twilio’s platform supports DELETE for Calls, Recordings, Transcriptions, Messages, and more.

Tip: Use date filters (e.g., “delete recordings before YYYY-MM-DD”) and iterate through pages/streams to avoid timeouts on very large datasets.

D) Don’t forget transcription data

If you enabled transcription, those text artifacts are separate resources. Deleting a recording does not remove its transcription; delete transcriptions explicitly via the Transcriptions API. (Transcriptions can’t be deleted in Console.)

E) Recommended retention workflow

  1. Archive first (optional): If you must retain certain calls (e.g., compliance), export/download or mirror to your external storage/SIEM, then delete from Twilio Cloud to avoid ongoing storage fees.
  2. Automate routine purge in OctopusPro to keep only the last X days/months.
  3. Use Console/API for ad-hoc or surgical deletions (e.g., a specific customer request).
  4. Monitor & verify: Use Twilio Monitor events/logs to confirm deletions processed.

FAQs

  • Can Support delete for me? No. Only you (via Console or API) can delete your recordings.
  • Are deletions recoverable? No—final once submitted.
  • Why bother with clean-up? To minimize storage-related charges in Twilio Cloud and reduce data exposure surface area.

With these options—OctopusPro automation for ongoing hygiene and Twilio Console/API for precise control—you retain full command over your call audio, costs, and compliance posture.

Initiating and Managing SMS Conversations with Customers and Fieldworkers

OctopusPro + Twilio gives you a robust, two-way SMS channel for both operational updates and live conversations with customers and fieldworkers. Replies are captured in OctopusPro and matched to the right profiles and jobs, so every thread stays organized and actionable.

Note: Two-way SMS and specific sender types (long code, toll-free, short code, Alphanumeric Sender ID) vary by country and may require registration. Check local capabilities before you launch.

What you can do (at a glance)

  • Start or reply to SMS conversations from web or mobile (admins). If enabled by permissions, fieldworkers can also send/reply via the app using your company number.
  • Auto-match & link: Incoming SMS are matched to the sender’s phone and linked to Customer/Fieldworker records and related items (Bookings, Quotes, Invoices, Inquiries, Complaints).
  • Group & bulk send: Target multiple recipients using filters and lists for efficient updates and reminders.
  • Templates & canned responses: Speed up replies and keep messaging consistent.
  • Media (MMS): Attach images/files where carrier/country supports MMS; otherwise Twilio can convert to a link (see MMS & media below).

Starting SMS conversations

From lists (Customers / Fieldworkers)

  • Individual: Hover over a name and click SMS.

  • Group: Use checkboxes to select multiple recipients, then choose SMS to send a bulk message (e.g., route changes, urgent notices).

  • Filtered outreach: Apply list filters (status, tags, location, service) to create a targeted audience, then send.

From profiles

  • Customer profile → Communication panel: click SMS to start or continue a thread.
  • Fieldworker profile → Contact: click SMS to contact the worker.

From item pages

  • Booking / Quote / Invoice / Complaint: use the Contact area under the customer/fieldworker name to send an SMS in context.

  • Inquiry (customers only): message prospective customers directly from the Inquiry page to accelerate conversion.

Receiving and organizing replies

  • Automatic matching: When an SMS arrives on your Twilio number, OctopusPro matches the From number to an existing contact and pulls the conversation into the relevant record(s).
  • Context preserved: Every message shows up against the Customer/Fieldworker and the related item (e.g., today’s booking), so staff have the full story when they respond.

If a contact is active on multiple jobs and you want to pin a message to a specific one, use SMS History Log → manual match (see below).

SMS Inbox (team view)

A centralized Inbox helps admins monitor and respond:

  1. In the admin portal, click SMS (top-right).
  2. You’ll land on All SMS Notifications—a conversational list of inbound messages from customers and fieldworkers.
  3. Click Reply to respond (use templates/canned responses if you like), then Send.
  4. Click View conversation to open the full thread; from there, jump to related bookings and records.

Per-user views

  • Fieldworkers: Sidebar → Fieldworkers → select worker → View profile → Activity (SMS log on the right).
  • Customers: Sidebar → Customers → select customer → View profile → Communication (SMS log on the right).

SMS History Log (timeline + manual matching)

The SMS History Log shows a chronological list of all inbound/outbound SMS with powerful filtering (date, number, user). Use it to:

  • Audit conversations across your organization.
  • Filter by number to track a specific sender/receiver.
  • Manually link a message to the correct Customer/Fieldworker/Booking/Quote/Inquiry/Invoice if automatic matching isn’t what you want:
    1. Open SMS History Log,
    2. Find the message,
    3. Choose the correct related item,
    4. Save—OctopusPro updates the association everywhere.

Together, SMS Inbox and SMS History Log give you both a live response queue and a forensic trail for reporting and QA.

Communicating with fieldworkers and customers (channels & scope)

  • One-to-one & groups: Use lists, filters, and item pages to contact the right people fast.

  • Images/files (MMS): Where supported by carrier/country, add media to your message. If MMS isn’t supported, Twilio’s MMS Converter can fall back to SMS with a short link to the media.
  • Alphanumeric Sender ID (e.g., YOUR-BRAND): Great for one-way branded alerts; recipients cannot reply to Alphanumeric senders—use a phone number for two-way conversations. Some countries require pre-registration.

Compliance & deliverability essentials (read this!)

  • Two-way availability & sender types depend on destination country and number type (long code, toll-free, short code, Alphanumeric). Verify capabilities and any paperwork before sending.
  • US messaging (A2P 10DLC): To send to US recipients from 10-digit numbers, register your Brand and Campaign(s) and follow carrier rules (opt-in, opt-out, HELP).
  • STOP/UNSTOP & HELP: Twilio automatically handles standard opt-out/resume keywords and default help responses. You can customize via Advanced Opt-Out in Messaging Services. Always honor opt-outs.
  • Message length & cost: SMS are billed per segment. GSM-7: 160 chars/segment; Unicode (UCS-2): 70 chars/segment; long texts split and reassemble transparently (up to ~1600 chars). Plan templates accordingly.
  • MMS availability & limits: MMS support is regional and carrier-specific; Twilio documents file types, max parts, and size limits (commonly up to 10 media and 5 MB total per MMS).

Tips & troubleshooting

  • No replies appearing? If you used an Alphanumeric Sender ID, recipients can’t reply—switch to a Twilio phone number for two-way.
  • Delivery issues to US? Confirm A2P 10DLC registration is approved and your campaign use-case matches content.
  • Long messages breaking into multiple parts? That’s expected—watch segments to manage cost and throughput, and consider shortening templates or removing emojis (which force UCS-2).
  • International sends: Review country rules, geo-permissions, and whether MMS/two-way/alpha sender are supported for your destination.

Why this matters

With structured entry points (lists, profiles, item pages), a live SMS Inbox, and an auditable SMS History Log—plus Twilio’s global messaging rails and compliance tools—you get fast, contextual conversations that stay attached to the right customers and jobs, while meeting carrier and regulatory requirements.

OctopusPro provides a wide range of communication features designed to enhance interaction between fieldworkers, customers, and admin users. The use of these features, however, is dependent on permissions set by the admin. These include:

“Notify customers by SMS when fieldworkers are on the way to their bookings”

This feature allows fieldworkers to inform customers of their estimated arrival time. If this feature is enabled, customers will receive an SMS with the expected arrival time and the ability to track the fieldworker’s route via GPS. Should you prefer not to send these SMS notifications, this feature can be disabled. Visit the “Notify Customers When Fieldworkers Are On The Way To Their Bookings” page for more details.

This feature can be enabled/disabled from Settings > General Settings > Fieldworker Permissions.

“Display customer contact details to fieldworkers at all times”

When enabled by admin users, this feature provides fieldworkers with constant access to customer contact details for the bookings they are assigned to. If privacy is a concern, this feature can be disabled, restricting fieldworkers from viewing any customer contact details. More information is available on the “Display Customer Contact Details To Fieldworkers” page.

This feature can be enabled/disabled from Settings > General Settings > Fieldworker Permissions.

Calling Customers

Fieldworkers play a crucial role in maintaining effective communication with customers. Depending on the permissions granted by the admin, fieldworkers can call customers directly from the OctopusPro app. To do so, they need to select the desired booking under ‘All Bookings’ then click on the customer contact details and press the Phone Icon.

Please note that certain permissions may affect the ability of fieldworkers to call customers:

As an admin, it is important to consider the implications of these permissions on customer privacy and the overall efficiency of your operations. If you have any questions about setting these permissions, please refer to the “Customizing User Role Permissions for the Digital Phone System” section of this guide or contact our support team.

Calling Admins

With the appropriate permissions, fieldworkers can call office admins directly from the app. They can initiate a call by starting a new chat and pressing the Call icon at the top right of the screen.

Sending Invoices via SMS

If the admin user grants permission, fieldworkers can send invoices to customers via SMS. They can do this by navigating to ‘All Invoices’ and clicking on the ‘SMS’ Invoice icon.

It’s important to note that all communication features offered by OctopusPro, including making calls or sending SMS, are contingent on the permissions granted by admin users. This ensures data privacy and respect for personal boundaries while offering effective communication tools that can improve overall customer service experience. The OctopusPro-Twilio integration further enhances these capabilities, providing efficient communication tools that boost productivity and elevate the customer experience.

Two-way SMS Communication with Customers
  • Fieldworkers have the added advantage of two-way communication with customers in OctopusPro. Not only can they send SMS messages to customers regarding bookings, but they also have the capability to receive replies. When a customer responds to an SMS, fieldworkers will receive notifications within the app. The customer’s reply is then conveniently displayed in context with the related booking or item, ensuring continuity in the conversation.
  • This feature ensures smooth, uninterrupted interaction and allows fieldworkers to promptly address any customer concerns or queries. However, it’s important to note that fieldworkers can only engage in this two-way communication if they have been granted the necessary permissions by an admin user. This control measure helps to maintain the quality and appropriateness of the interactions with customers.
  • However, if you choose to disable this feature, fieldworkers will still be able to communicate with customers using their personal phone numbers. Please note that in this scenario, unless you enabled the flag to completely hide customer contact details from fieldworkers, the fieldworker’s personal number will be displayed to customers during calls, and no call recordings will be available, as interactions conducted through personal phone numbers are not recorded. Remember to choose the configuration that best suits your business needs and practices.

Customizing User Role Permissions for the Digital Phone System

Admin users can configure permissions for each user role related to the digital phone system. This process is done through user role credentials. Moreover, you can customize communication settings for fieldworkers and customers within the OctopusPro app. Customizing user role permissions allows control over communication privileges for different user roles.

This configuration process is done through user role credentials and can be managed with the following steps:

  1. Navigate to ‘Settings’, then click on ‘Company Settings’.
  2. From the drop-down list, select ‘Users’.
  3. Proceed to the ‘Roles’ tab and click on ‘Assign Credentials’ specifically for the fieldworker role.
  4. Navigate to ‘Permissions for SMS’ and ‘Permissions for Calls‘. To activate these permissions, simply click on them. Deactivating these permissions will restrict fieldworkers from communicating with customers through their web accounts.
  5. Once you have adjusted the permissions to your preference, don’t forget to hit ‘Save’ to secure the changes.

By customizing user role permissions, admin users can effectively control the level of communication privileges accorded to different user roles, ensuring optimal usage of the integrated digital phone system. This feature allows for flexible and efficient management of communication within the organization.

Customizing Your SMS Templates

With OctopusPro, you can customize your automated SMS templates to embody your brand’s unique voice and tone, thereby elevating your customer experience. Consistent and personalized communication can significantly enhance your brand image and help forge deeper connections with your customers.

You can easily customize these templates by navigating to “Settings” and then to “Communications”. Within this section, find “Templates & Canned Responses” where you can create or modify your SMS templates as per your requirements.

For more information on setting up and customizing your SMS templates, you can visit the SMS templates user guide page at https://help.octopuspro.com/sms-templates.

Activating Automated SMS Notifications

OctopusPro’s advanced automated SMS notification system is designed to boost operational efficiency and enhance customer and fieldworker engagement. By offering real-time updates triggered by various events, OctopusPro facilitates smooth and efficient communication channels.

You can activate and manage these notifications within your OctopusPro account by navigating to “Settings > Communications > Automations”. The list of available automated notifications includes:

  • Failed Contact Attempt: Notify fieldworkers when a customer contact attempt fails.
  • Quote Reminders: Remind customers of pending quotes that need their attention.
  • Booking Reminders: Send customers timely reminders of their upcoming bookings.
  • Next Service Due Reminders: Inform customers when their next service is due.
  • Outstanding Invoice Reminders: Prompt customers about unpaid invoices.
  • On-the-Way Notifications: Inform customers when fieldworkers are en route.
  • Running Late Notifications: Update customers when fieldworkers are running behind schedule.
  • Fieldworker Arrival Notifications: Notify customers upon the fieldworker’s arrival.
  • Job Acceptance and Confirmation: Confirm to customers when a fieldworker accepts a job.

You can further enhance your communication by customizing the templates and canned responses. Tailor these templates to reflect your brand’s voice by modifying them in the “Templates & Canned Responses” section under settings.

With Twilio integration, OctopusPro enables the dispatch of event-based SMS notifications to your customers or fieldworkers. Customize the content of these SMS notifications in your communications settings to ensure that your messages align with your brand voice and deliver the necessary information.

Remember, charges apply when sending SMS messages via Twilio. The cost per message depends on the recipient’s location and the length of the message. For a detailed pricing overview, refer to Twilio’s SMS pricing page.

Effectively utilizing these automation features can significantly enhance your customer service experience and operational efficiency. It’s vital to ensure that your notification settings align with your business workflow and customer expectations.

For a comprehensive guide on activating automated SMS notifications, visit the user guide page at https://help.octopuspro.com/automated-procedures.

In subsequent sections, we’ll guide you on managing your Twilio account within OctopusPro, including changing your Twilio number or disconnecting your Twilio account.

Possible Issues and Their Solutions

While the integration of Twilio with OctopusPro is designed to streamline your communication, you may encounter a few issues. Here are some potential problems and their solutions:

  • Twilio number not working: Ensure that you have input the correct Twilio account SID and Auth Token in the OctopusPro settings. Also, check if the number you’re using is active and not blocked.
  • SMS not being sent or received: Make sure the SMS feature is enabled in your Twilio account and OctopusPro settings. Also, check the internet connection as it can affect the transmission of SMS.
  • Call recording not working: If call recording is not working, ensure that the feature is turned on in your OctopusPro settings. Also, check whether this feature is supported and permitted in your location due to privacy laws.
  • Automated SMS not being sent: Check if the automated SMS settings are correctly configured in OctopusPro. You may also need to review the triggers set for these automated messages.

Remember, if you still face issues even after troubleshooting, it’s best to contact OctopusPro or Twilio support for further assistance.

Advantages for Admin Users

The amalgamation of Twilio and OctopusPro provides a multitude of advantages for admin users, fundamentally transforming the way they manage communications:

  • Efficient Communication: You can swiftly place calls or send SMS directly to customers and fieldworkers from your OctopusPro account.
  • Automated Alerts: Timely automated SMS notifications enhance the efficiency and reliability of your service by keeping customers and fieldworkers updated.
  • Communication Monitoring: Access detailed logs of all SMS and call communications, useful for reference, oversight, and accountability.
  • Enhanced Privacy: By enabling fieldworkers to use the business number, their personal contact details remain confidential, bolstering privacy.
  • Quality Assurance: With call recording, you can supervise the quality of interactions between fieldworkers and customers. Such recordings can also be utilized for training and resolving potential issues.
  • Operational Efficiency: Automated SMS for appointment confirmations, reminders, and cancellations decreases manual tasks, freeing up your attention for more pressing business aspects.
  • Brand Consistency: Customizable SMS templates enable a uniform communication experience for your customers, strengthening your brand’s reliability and consistency.

Advantages for Fieldworkers

The integration of Twilio with OctopusPro revolutionizes fieldworker communication and task organization with a wealth of standout advantages:

  • Privacy Preservation: Fieldworkers can employ the business number for all customer interactions, ensuring their personal numbers remain private.
  • Enhanced Organizational Efficiency: The integration centralizes all communication, streamlining tracking of customer interactions, appointments, and follow-ups for increased organization and efficiency.
  • Superior Communication: The system offers direct SMS and call features, simplifying and accelerating fieldworker-customer interactions.
  • Optimized Task Scheduling: Automated SMS notifications keep fieldworkers abreast of upcoming tasks, changes to schedules, or cancellations, fostering more efficient time management.
  • Customer Experience Enhancement: The system informs customers when fieldworkers are en route, eliminating guesswork around their arrival time. This transparency can markedly increase customer satisfaction and build trust in your services.
  • Improved Operational Efficiency: By ensuring customers are prepared for fieldworker’s arrival, services can begin immediately, reducing potential delays and enhancing service efficiency.
  • Reduced No-shows: The practice of notifying customers of an imminent fieldworker’s arrival can help decrease the rate of no-shows or last-minute cancellations, offering a gentle reminder of the upcoming appointment.
  • Real-time Updates: In the event of unexpected delays, fieldworkers can send real-time updates to customers. This way, customers are never left in the dark about the status of their service appointment, further building trust and satisfaction.

Advantages for Customers

For customers, the benefits are all about prompt and clarity of communication:

  • Clear Communication: With calls and SMS directly from your business, customers can clearly identify who is reaching out to them.
  • Timely Updates: Automated SMS notifications provide timely updates about appointments, cancellations, or any changes in plans, ensuring transparency.
  • Easy Connection: Customers can easily connect with your business or fieldworkers by calling back or replying to the SMS sent from your business number.
  • Recorded Conversations: If call recording is enabled, customers have the assurance that their concerns and interactions are duly noted and can be referred back to if required.

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