Configuring with Twilio

Connect your Twilio phone number to Spike to enable Live Call Routing for incoming, human-reported incident calls.

Configure your Twilio number for Live Call Routing

Spike provides a webhook URL during Live Call Routing setup. Follow these steps to connect it with your Twilio number.

1

Sign in to Twilio

In your Twilio Console, go to Develop → Phone Numbers → Manage → Active Numbers. If you don't have a phone number, buy one from the Twilio dashboard first.

2

Select your phone number

Choose the number you want to use with Live Call Routing.

3

Configure incoming call settings

Scroll down to the Voice section.

• For When a call comes in, select Webhook from the dropdown.

• Paste your Spike webhook URL in the field.

• Set the HTTP method to HTTP POST.

4

Configure the fallback handler (optional)

In the same section, find If primary handler fails.

• Select Webhook from the dropdown.

• Paste the same Spike webhook URL.

• Set the HTTP method to HTTP POST.

Save your changes by scrolling to the bottom of the page and clicking Save.

5

Access call recordings

When call recording is enabled, Spike retrieves recordings directly from your Twilio account.

• In your Twilio Console, go to Develop → Voice → Settings → General.

• Under HTTP Basic Authentication for media access, select Disable.

Once saved, your Twilio number will forward all incoming calls to Spike. Spike handles routing, fallbacks, and call logging automatically.

Need help connecting your Twilio account? Reach out to [e-mail].