How to submit and import Twilio phone numbers on behalf of user

Objective

How to request and import a Twilio phone number on behalf of user. 

Applies To

• TSEs agents

Procedure

1. First thing you want to do is to update the requester from 'Number Purchase Requests' with the actual user:
   
2. Process the phone number request through the online form link directly - or here - and enter your own email address and not the user's, so you can follow up with Twilio:
   
   
   
3. Make sure to copy and paste the Twilio request number as an internal note in Zendesk ticket
4. Inform user about submitted request to provider Twilio, set expectations and put ticket on hold - note that there are some existing TextExpander snippets that you can use
5. Once number is processed by Twilio, open the user's Org then hit the 'Import Twilio phones' in the support admin portal and you should see how many numbers were correctly 'exported', see how:
   
   
   
6. Confirm number is correctly showing in the Org phone section, advise user request is completed and also share this article:
   How To Assign Phone Numbers to Outreach Users

Additional Information

Submit a ticket in Twilio portal directly for any follow up if needed.