Figuring out how to connect Twilio in the White Label CMS

When I first tried to connect Twilio in the White Label CMS, I honestly thought it was just a matter of pasting the credentials and moving on. I couldn’t have been more wrong. I kept running into errors, and it took me a while to realize that the problem wasn’t Twilio or Callin.io — it was me missing some key details.

Here’s the process that finally worked for me:

1. Get the right Twilio credentials
The first mistake I made was copying the test credentials instead of the live ones. What you actually need are the live Account SID and Auth Token from your Twilio Console. Also, make sure you’ve already purchased a Twilio number that supports voice calls. Without that, nothing else will matter.

2. Head to the White Label CMS
In the Callin.io CMS, go to Integrations → Twilio. You’ll see Twilio marked as “Required.” That’s where you’ll add your keys.

3. Add the keys (this tripped me up the most)
This is the part that had me going in circles. You need to add two keys separately, and the names must be exact:

• First key → Key Name: account_sid → Key Value: paste your Account SID.

• Second key → Key Name: auth_token → Key Value: paste your Auth Token.

The catch: if you type the names differently (even a single letter off) or forget to mark them as Active, the integration won’t work. That was the main reason mine kept failing in the beginning.

4. Save and test
Once I finally got the names and the “Active” status right, I saved everything, went back to the integrations list, and saw Twilio showing as active. I tried a test call with one of my agents — and it finally worked.

The mistakes I made (so you don’t have to):

• Using test credentials instead of live ones.

• Forgetting to mark the keys as Active.

• Misspelling the key names (they have to be exactly account_sid and auth_token).

• Not updating the Auth Token in the CMS after regenerating it in Twilio.

What I learned
In the end, it’s not complicated at all: the CMS just needs your live Account SID and Auth Token from Twilio, saved as two separate keys, both set to Active. That’s it.

Since then, everything has been running smoothly, but looking back I wish someone had spelled it out this way for me. Hopefully this helps anyone else who gets stuck the way I did.