HiloVoice
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All topics
  1. Getting started
    1. Create your account
    2. Get started with the guided welcome
    3. Invite your team
    4. Keep your number and forward it to your agent
    5. Set up your first agent
    6. A tour of HiloVoice
    7. Get help
  2. Concepts
    1. What HiloVoice does
    2. The five kinds of agent
    3. Phone numbers and caller ID
    4. Campaigns and recipients
    5. Calls, leads and contacts
    6. Roles and permissions
  3. Building an agent
    1. How the builder works
    2. Describe the business
    3. Name the agent and give it a purpose
    4. Set your opening hours
    5. Handle each kind of caller
    6. Choose what the agent asks
    7. Give the agent answers
    8. Shape how a call sounds
    9. Give a Receptionist its number
    10. Write an outbound agent's opening
    11. Set a follow-up's goal
    12. Set when an outbound agent may call
    13. Give an outbound agent a caller ID
    14. Turn callers into leads
    15. Book appointments on a call
    16. Hand calls to a person
    17. Turn away callers you can't help
    18. Let the agent check your records
    19. Send messages after a call
    20. Review and go live
    21. Start a new agent from one you have
    22. Pause, archive or delete an agent
    23. Call new leads within seconds
  4. Agent playbooks
    1. Set up a receptionist for a clinic
    2. Confirm tomorrow's appointments
    3. Check the details you hold
    4. Ask for feedback after a visit
    5. Follow up on open quotes
  5. Testing and going live
    1. Test an agent with Try it
    2. Put a Receptionist on the web
    3. Check an agent before real calls reach it
    4. Your responsibilities on calls
  6. Campaigns
    1. How a campaign runs
    2. Create a campaign
    3. Import a campaign's recipients
    4. Set a campaign's calling hours and retries
    5. Monitor a running campaign
    6. Work the Needs a person queue
    7. Call a recipient again
    8. Read a follow-up's progress
  7. Day-to-day operations
    1. The Usage page
    2. Review your calls
    3. Follow up your leads
    4. Keep your contacts up to date
    5. Set up transfer destinations
    6. Put callers straight through to a person
    7. Block a number
    8. Keep up with notifications
  8. Integrations
    1. What you can connect
    2. Connect your own Twilio account
    3. Connect your calendar
    4. Send email from your own address
    5. Connect HubSpot
    6. Connect Salesforce
    7. Connect Slack
    8. Connect Zapier
    9. Send leads to your own system
    10. Add a lookup source
  9. Administration
    1. Change your organization's settings
    2. Manage members and roles
    3. Manage your phone numbers
    4. Plans, minutes and limits
    5. Make and revoke API keys
    6. Check who did what in the activity log
    7. Manage your own account
    8. Join the HiloVoice affiliate program
  10. Reference
    1. Glossary
    2. Campaign statuses
    3. Recipient statuses
    4. Follow-up dispositions
    5. Call statuses and outcomes
    6. Agent builder fields
    7. CSV columns
    8. Error messages
    9. Frequently asked questions

Connect your own Twilio account

For OwnersChecked against the app on October 1, 2026

You don't need a Twilio account to use HiloVoice: it gets your numbers for you. Twilio is on the Integrations page for a business that already has a Twilio account, with numbers in it, and wants to keep them there. Once it's connected, HiloVoice works with that account: it lists the numbers in it, buys new ones into it, and answers and texts on them.

Before you start

  • You're an Owner, Admin or Builder. Buying numbers afterwards takes an Owner or Admin.
  • You can sign in to the Twilio Console as the account that owns the numbers, or will own them.
  • You need the account's live Auth Token. Test credentials can't buy numbers or carry calls.

Steps

  1. Open Settings → Integrations and click Twilio. On the How to tab, click Open the Twilio Console.

    Twilio's How to tab: Open the Twilio Console, above the steps to the Account SID and the Auth Token.

  2. In the Twilio Console, on the home page's Account Info panel, copy the Account SID. It starts with AC.

  3. Click the eye icon beside the Auth Token, and copy the token.

  4. Back in HiloVoice, on the Connect tab, paste them under Account SID and Auth Token.

  5. Click Connect Twilio. HiloVoice signs in to Twilio with them before saving anything (Checking with Twilio…).

The row reads Connected, with Account ending and the last four characters of the Account SID.

What happens next

  • Phone numbers lists every number in your Twilio account, read from Twilio each time you open it. Numbers bought in the Twilio Console show up there too, and a number bought through HiloVoice shows what it costs a month.
  • A number HiloVoice doesn't use yet says Not in HiloVoice. Click it, then Add to HiloVoice. That costs nothing and changes nothing in Twilio. Then give it to a Receptionist on the agent's Phone Number step.
  • Numbers you buy from now on go into your Twilio account, and Twilio bills them: the confirmation says Twilio bills your account <price> a month for it, starting now. They don't count towards the phone numbers your plan includes.
  • An agent texts from your number once Twilio has cleared it to text: in the US, a registered A2P 10DLC campaign, or an approved toll-free verification. Until then, texts go from HiloVoice's own number and the Texting column says Via HiloVoice. Click the number to read why.
  • Numbers HiloVoice got for you before stay with HiloVoice and keep working. Phone numbers lists them as Held for you by HiloVoice.

Phone numbers with your own Twilio connected: a number from your Twilio account says Not in HiloVoice, under the numbers HiloVoice holds for you.

Important: When a Receptionist goes live on a number from your Twilio account, calls to that number come to HiloVoice instead of wherever Twilio sent them. So do its texts, if the agent takes answers by text.

Important: Disconnect stops every number that relies on the account until you connect it again, and you'll need to enter the Auth Token again.

If it does not work

You seeWhyWhat to do
Twilio's own words, such as Authentication Error - invalid username, or Twilio rejected that Account SID and Auth Token.The Account SID or Auth Token is wrong, or from a test accountCopy both again from Account Info, using the live Auth Token.
Twilio could not be reached: … or Twilio did not respond in time.Twilio didn't answer. Your credentials may be fine.Try again in a moment.
The row says Needs attention, and a banner says Twilio has stopped workingThe Auth Token was changed in Twilio, or the account was suspendedOpen Replace credentials, paste the new token with the Account SID, and click Save new credentials.
Add a number is greyed out, with Only an owner or admin can add numbersYour role is Builder or AnalystAsk an owner or admin to buy it.