Fastcall gives you the option to connect Twilio to dial your outbound calls and/or route your inbound calls. SMS too!

Fastcall is 100% installed in Salesforce. Native architecture gives us both a performance edge and an advantage in focus.

With Fastcall, you create a direct account with Twilio and pay only for usage. We think this a more modern way to deliver our app. Fastcall does not bundle or mark up Twilio.

Our app is easy-to-use.  While you will use Fastcall with only a few minutes of training, there are a few areas that are more involved.

Twilio Connect – Oauth

Twilio is connected to Fastcall using Oauth. There is a parent Twilio account, and the connected “subaccount” used by Fastcall.  We show you both of these accounts “SIDs”

Phones are Provisioned in Fastcall

When provisioning phones in Fastcall you can search by country and can narrow the search with exact digits. We are using the API to search Twilio inventory. Just remember this must be done in Fastcall.

Phones in Twilio Show Managed by Fastcall

Fastcall is using the connected subaccount and when logged into Twilio’s dashboard the phones you provisioned in Fastcall will show “managed by Fastcall”.

You cannot edit these phones in Twilio. Nor would you want to? Fastcall manages these numbers exclusively in Salesforce. A phone can only have one set of instructions and these are controlled by Fastcall.

Twilio Dashboard

You will not access your call log data or phone numbers directly in Twilio.

Your call log data is in Salesforce.

While 99% of your processes are managed in Fastcall and Salesforce. There are a few steps that happen in Twilio directly.

  1. International rights
  2. Porting numbers

International Rights

New Twilio accounts are set to call from/to the US & Canada only. Outside the US and Canada, you must enable international dialing permissions on your Twilio account. And you do this in Twilio directly.  We give a link in the app.

International Address Requirements

A few countries require that an address to provision a phone and Fastcall allows you to provide this address in our app.

How to Add, Update, or Map an Address for a Twilio Number in Fastcall

With identity documents, you will likely have to add addresses to your numbers that match the address on your documents.

You can add or update your addresses using Fastcall (preferred).  

You can also do this directly through the Twilio Console

  1. To add your address using the Console (Fastcall Master Account)
    1. Log in to the Twilio console
    2. Go to the master project for Fastcall
    3. Go to the ‘Manage Addresses‘ page
    4. Select the “Add New Address” option to add an address
    5. Select the Friendly name of the address to update an address

Porting Numbers to Twilio

When porting number to Twilio is important that you instruct Twilio to put these numbers in your connected subaccount and not in the parent Twilio account.

Once in the subaccount, these can be imported to Fastcall.

ADVANCED: Upload an Identity Document for a Twilio Number in Fastcall

A few countries require written address documentation (Germany, Italy, and others.) Please note these are government requirements that Twilio must follow.

https://support.twilio.com/hc/en-us/articles/223182868-Why-do-some-phone-numbers-have-an-address-requirement-

This written documentation must be given to Twilio. However, the documentation uploaded via the Twilio dashboard will not automatically apply to your connected Twilio account. You must instruct Twilio to do so via support. Twilio must associate your written identity docs with the connected subaccount used exclusively by Fastcall.

When Twilio phone numbers require a verified identity document due to local regulations, these documents must be uploaded into the Twilio master SID and then transferred to the Fastcall connected SID.

Please note identity documents cannot be uploaded by Fastcall via the API. 

  1. Log in to the Twilio console
  2. Go to the master project for Fastcall
  3. Navigate to Phone Numbers – Documents 
  4. Click Add New Identity document, or the red Plus Sign icon
  5. Provide required information (depends on country): 
    1. Name of individual and/or entity registering the phone numbers
    2. Details about the individual or entity as required in the form
    3. Address, if prompted
    4. Scanned copy of supporting identification documents. 
      1. Please note – the supporting identification documents must contain the same information as the required details
  6. Submit form
  7. Wait for the document to pass verification (up to 48 hours)
  8. Navigate to the Support Center – Submit a Ticket page
  9. Fill out the form for a support ticket
    1. Sample ticket:

      Subject: Please transfer Identity Document to Fastcall-Connected SID

      “Please transfer the Identity Document called “[XXX]” from the Parent SID to the connected account SID.

      Master SID: [Paste Here]
      Connected SID/Subaccount: [Paste Here]

      We purchase Twilio numbers through Fastcall and only have API access to our subaccount SID.

      This will be used to buy or on an existing number from [Enter Country].”

For an existing phone number, add:

“Please map the Identity Documents to the number(s): [Enter numbers here]

How to Re-Configure a Reclaimed Phone Number

If your numbers are lost after an audit and reclaimed, they will not be automatically set up to work with your application. Just like a newly purchased number, you will have to re-configure the number to work for your location(s) in Fastcall.

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Other common FAQs.

  • Is Twilio required to dial a Salesforce record or route inbound calls?

Yes, Twilio is required.

  • Can I use one Twilio account for multiple users?

Yes, you can. You cannot use multiple Twilio accounts in one Fastcall account.

  • Does Twilio bill for usages?

Twilio is 100% usage-based; charging for voice minutes, phone numbers, SMS and other usage. Twilio provides telephone service in many markets
around the world and is very competitive. A complete list of countries served, along with pricing can be found on Twilio.com.

  • Where can I find the Twilio settings?

Admin settings > Connect with Twilio

  • How to purchase provisioned number from Twilio?

Phones are provisioned in Fastcall. It is important that you do not provision a phone directly in Twilio.

  • What countries are supported?

Fastcall settings > Admin Settings > Country code

New Twilio accounts are set to call from/to the US & Canada only. Outside the US and Canada, you must enable international dialing permissions on your Twilio account.

  • Does Fastcall integrate with Skype or another SIP provider?

No. Twilio does have an option to route calls to your SIP phones, but Twilio is still required. Twilio provides telecom as a phone application platform and API. Fastcall is entirely software and Salesforce native. Twilio gives Fastcall the tools to write our applications.