Phone Channel

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Prerequisites

• An active Twilio account
• A Twilio phone number (purchase one from the Twilio Console if needed)

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Step 1: Configure Your Twilio Phone Number

1. Log in to your Twilio Console
2. Navigate to your Account Dashboard
3. Locate your Auth Token in the “Account Info” section
4. Click “Show” to reveal your Auth Token and copy it (you’ll need this later)
5. Go to Phone Numbers > Manage > Active Numbers
6. Click on the phone number you want to use
7. Copy the phone number (format: +1234567890) - you’ll need this later
8. On the same page, scroll down to the Voice Configuration section
9. Under A CALL COMES IN:
   • Set the webhook URL to: https://svhelp-phone.api.serval.com/twiml
   • Change the HTTP method to HTTP GET
10. Click Save Configuration

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Step 2: Add Phone Number in Serval

1. Open the Serval web application
2. Click the three-dot menu next to your team name on the left side of the page
3. Select Channels from the dropdown menu
4. Find the Phone Intake section and toggle it on
5. In the modal that appears, enter your Twilio credentials:
   • Phone Number: Your Twilio phone number (including country code, e.g., +1234567890)
   • Auth Token: Your Twilio Auth Token from Step 1
6. Click Configure

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Verification

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Troubleshooting

• Connection Failed: Verify that your Auth Token is correct and hasn’t been regenerated
• Invalid Phone Number: Ensure the phone number includes the country code (e.g., +1 for US numbers)
• Phone call indicates number needs to be added: Add your phone number to your Serval user profile