Workforce Wave
Telephony LayerWorkforce Wave + Twilio

Every WFW call runs on Twilio's global voice network.

Twilio is the telephony infrastructure layer under every Workforce Wave agent. Phone number provisioning, inbound routing, and outbound calls — all handled via Twilio subaccounts.

You don't need a Twilio account. WFW manages everything — subaccount creation, number provisioning, webhook configuration — invisibly.

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Inbound Call Architecture

PSTNCaller dials +1 (843) 555-1234
TwilioReceives call, fires webhook to WFW
WFWResolves agent, checks policy, routes call
ElevenLabsConversation engine takes over via WebSocket
WFWProcesses call data, runs extractions, stores results

Outbound call trigger

POST /v2/calls/initiate

WFW → Twilio → ElevenLabs — one API call from your system

Capabilities

What Twilio enables in WFW.

Three telephony capabilities powered by Twilio — transparent to your team.

Telephony

Dedicated Phone Numbers Per Client

Every WFW agent gets its own phone number provisioned via Twilio. HVAC company in Charleston gets a local (843) number. Legal firm in Dallas gets a (214). Number selection is part of agent setup.

Telephony

Inbound Call Routing to ElevenLabs

Twilio receives the inbound call and fires a webhook to WFW. WFW's inbound handler authenticates the call, resolves the agent, and connects the session to the ElevenLabs conversation engine.

Telephony

Outbound Calls via WFW API

POST /v2/calls/initiate triggers a Twilio outbound call — no Twilio credentials required on your end. WFW manages the Twilio API call, connects the ElevenLabs agent, and returns the call SID in the response.

Data Flow

The inbound call stack, step by step.

From PSTN to ElevenLabs to structured call data — exactly what happens on every inbound call.

1

Caller dials the agent's phone number

Twilio receives the call on the dedicated number. A webhook fires immediately to the WFW inbound handler endpoint with caller ID, called number, and call SID.

2

WFW inbound handler resolves the agent

WFW matches the called number to the correct agent record, applies time-of-day routing rules, checks the policy engine (TCPA compliance, opt-out lists), and connects the call to ElevenLabs.

3

ElevenLabs handles the conversation

Twilio bridges the call to ElevenLabs via WebSocket. The voice agent takes over — STT, dialogue, tool calls, TTS — all flowing through ElevenLabs with WFW monitoring the session.

4

Call data written to WFW and available via API

On call end, WFW processes the transcript, runs extractions, and stores the structured result. The Twilio call SID is included in GET /v2/calls metadata for correlation with your Twilio logs.

Use Cases

Before and after.

Telephony workflows transformed by WFW's Twilio integration.

Local Number Per Location

Before

Multi-location franchise using one national toll-free number. Callers can't tell which location they reached. Call routing handled manually by a dispatcher.

After

Each location has its own local number provisioned via WFW. Caller ID reads the local area code. Agents are location-aware. No dispatcher needed for routing.

Outbound Campaign Calls

Before

Reminder and recall calls made manually or via a dialer platform with a separate login, separate data export, and no AI on the line.

After

POST /v2/calls/initiate from your CRM triggers a WFW call. Twilio dials the number, connects an AI agent with full context, and returns structured call results to your system.

SMS Confirmation After Call

Before

Appointment confirmations done verbally — no written record for the customer.

After

After a successful booking call, WFW triggers a Twilio SMS with the confirmation details. Same number the customer just called. One system, two channels.

Technical Details

Integration specifications.

Twilio account structure, routing architecture, and compliance controls.

Telephony providerTwilio Programmable Voice — SIP trunking + WebSocket bridge
Account structureTwilio subaccounts per WFW client tenant — call data and numbers fully isolated
Inbound routingTwilio webhook → WFW handler → ElevenLabs Conversational AI WebSocket
Outbound callsPOST /v2/calls/initiate → WFW → Twilio API → ElevenLabs connect
Number provisioningLocal, toll-free, and mobile numbers via Twilio API — included in agent setup
TCPA complianceCalling hour enforcement, opt-out list management, and consent tracking handled by WFW policy engine before any call fires

API Endpoints

WFW API endpoints for call management.

Trigger outbound calls, retrieve call lists with Twilio SIDs, and monitor call status — all via the WFW /v2/ API. No Twilio credentials required on your end.

Full API Reference →

Available Endpoints

POST/v2/calls/initiate

Trigger outbound call — WFW calls Twilio on your behalf

GET/v2/calls

List calls with Twilio call SID in metadata field for cross-reference

GET/v2/agents/{id}

Agent health including Twilio number and subaccount status

TCPA-compliant calling hoursOpt-out list managementConsent trackingSubaccount isolation
See security details →

Get Started

Phone number provisioned, agent live in 90 seconds.

WFW provisions a dedicated Twilio number for your agent automatically during setup. No Twilio account required. No webhook configuration. Just a business URL and a vertical.

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Questions? Talk to our team →