Twilio Verify

The Twilio Verify (OTP) integration uses your own Twilio account to send a one-time passcode to a customer and check the code they read back. Use it to confirm who you are talking to before an agent shares account details.

note

This integration is a tool your agent calls during a conversation. To connect a Twilio phone number so callers can reach your agent, see Phone channel.

Find your Twilio credentials

1. In the Twilio Console, copy your Account SID and Auth Token from the account dashboard.
2. Under Verify → Services, create a Verify service and copy its Service SID (it starts with VA).

Connect

1. In the VoisX console, open your project and go to Tools → Add tool → From template.
2. Find Twilio Verify (OTP) and select it.
3. Enter your Account SID, Auth Token and Verify Service SID.
4. Select the actions you want to enable and click Install integration.

Actions

Action	What it does
Send OTP	Sends a one-time passcode to the customer
Check OTP	Checks the code the customer gives back

Example: verify a caller before sharing account details

Before you share any account details:
1. Confirm the caller's registered mobile number.
2. Use Send OTP to send a code to that number by SMS.
3. Ask the caller to read the code back, then use Check OTP.
4. Only continue if Check OTP returns approved. After two failed attempts, offer to transfer the caller.

Twilio's own pricing and country rules apply to the messages Verify sends.

Troubleshooting

20003 Authentication Error

The Account SID or Auth Token is wrong, or the Auth Token was rotated. Reinstall the integration with the current values.

20404 Not Found

The Verify Service SID is wrong, or the service was deleted.

60200 Invalid parameter

Use international format with the country code for the phone number, for example +919812345678.