Voice and messaging
Use your Twilio account in the front-office workflow
Twilio is the communications account you run. Call Bob is Office 168/52’s managed phone service. They stay separate. On the Twilio path, Bob answers, collects the request, and moves the next step to your team.
Twilio connects a communications account you already run. Call Bob is the separate managed phone service. On the Twilio path, Bob answers, collects the request, and moves the next step to your team.
Keep the call or message attached to the business workflow
A customer calls or texts a Twilio number you own. Bob identifies the purpose, captures the service details and callback information, and uses the tools you enable to look up the relevant record or prepare the handoff. Call Bob does that job on the managed phone add-on, without requiring your own Twilio account. The Twilio integration is for the account, numbers, and messaging you already operate. Your team approves outbound changes and sees the summary before they continue the conversation.
Workflows
Answer on your Twilio path
Handle the call or message that arrives on the Twilio number you connect.
Collect the request
Capture the purpose, service details, urgency, and callback information.
Hand off the context
Give staff the summary and the next step so they continue without starting over.
Example workflow
Example workflow
A caller reaches a Twilio number after hours with a service question. Bob explains the approved information, collects the follow-up details, and prepares the handoff. Staff see why the person called and what they were told. That path is separate from a Call Bob number on the managed phone add-on.
Illustrative example, not a live execution log.
Connection and setup
Connect the Twilio account and the numbers you want Bob to use. Set the call and message actions, and keep Call Bob setup on its own path when you use the managed phone service.
How Bob turns a conversation into a useful next step
Bob starts with the customer's request and the business information you approve. When the workflow needs a current record, Bob retrieves it from the connected service. When the next step changes a record or sends a message, Bob follows the permissions and approval steps you configure. The customer gets a useful next response, and your team gets a clear handoff when a person needs to take over.
Questions
Do I need a Twilio account to use Call Bob?
No. Call Bob is the managed phone add-on. Twilio is the integration for a communications account you already run.
Are calls recorded automatically?
Recording follows the policy and consent you configure for that phone path. Connecting Twilio does not by itself turn recording on.
Who decides what Bob can change or send?
You choose the records Bob reads and the actions he takes. A reply, a record update, or an outbound message follows the approval step you set for that workflow. See the pricing page for plans. This page does not list prices.
Continue this workflow with
These are related workflows, not prerequisites.
Get started with Twilio
Tell us how your front office handles this job today. You send the message when you are ready.