> ## Documentation Index
> Fetch the complete documentation index at: https://docs.answeringagent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Twilio

> How to forward Twilio calls to Answering Agent and how to move your Twilio number over.

Two ways to get your Twilio number to your agent. Forwarding keeps Twilio as your phone company and sends calls over. Moving the number (porting) makes Answering Agent your phone company for that number.

## Forward calls

<Steps>
  <Step title="Open TwiML Bins in the Console">
    In the Twilio Console, go to the TwiML Bins page.
  </Step>

  <Step title="Create a new bin">
    Click Create New TwiML Bin (or the + button) and give it a Friendly Name, e.g. "Forward calls".
  </Step>

  <Step title="Add the Dial verb">
    Enter TwiML using the \<Dial> verb with the destination number in E.164 format, e.g. \<Response>\<Dial>+13105555555\</Dial>\</Response>.
  </Step>

  <Step title="Save the bin">
    Click Create/Save.
  </Step>

  <Step title="Assign it to the number">
    Go to Phone Numbers > Manage > Active Numbers, select your Twilio number, and under "A call comes in" choose this TwiML Bin.
  </Step>

  <Step title="Save the number configuration">
    Click Save.
  </Step>

  <Step title="Call your business number from another phone">
    Answering Agent listens for the call. When your agent picks up, the phone numbers step in your dashboard turns green.
  </Step>
</Steps>

<Info>Twilio does not publish a dial code for forwarding. Use the steps above.</Info>

### Good to know

* Twilio Studio (a drag-and-drop visual builder using a Connect Call To / forward\_call widget) is offered as a no-code alternative to writing a TwiML Bin.
* Forwarding from a toll-free number to another toll-free number often does not work because of toll-free numbering cost-recovery rules.

## Move your number

Start the move from **Dashboard**, then **Phone numbers**, then **Add a number**, and choose **Move my number**. Upload your latest bill and we read the details for you. Have these ready:

| What the carrier asks for  | Where to find it                                                                                                                                                                                   |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Account number             | The Account SID is shown on the Twilio Console dashboard; most carriers only need the last 8 characters of it (letters and numbers, or numbers only if the carrier's form rejects letters).        |
| Transfer PIN               | Yes. Email [porting@twilio.com](mailto:porting@twilio.com) to request the PIN for the number(s) being ported; Twilio says the PIN is mandatory only for US local numbers, not for other countries. |
| Extra signed authorization | Yes                                                                                                                                                                                                |
| How long it takes          | Twilio does not publish a time. Most moves finish in 7 to 10 business days.                                                                                                                        |

<Warning>Do not cancel your service with Twilio until the move is complete. A cancelled number can be lost.</Warning>

### Watch out for

* Twilio is pay-as-you-go and issues no traditional bill; if the new carrier needs proof of ownership, use a screenshot of the Numbers tab in the Console — Twilio does not provide formal ownership documentation.
* The business/authorized name on file for Twilio-owned numbers is "Twilio, Inc." itself, not the customer's name — new carriers asking for the current owner-of-record name want that string, not your company name.
* For the Customer Service Record / service address, email [porting@twilio.com](mailto:porting@twilio.com) — for numbers originally ported into Twilio, the service address is typically whatever was on the original LOA.
* Do not release the numbers from the Twilio account, and disable emergency (E911) configuration on them, before submitting the port-out request, or the port can fail.
* Twilio confirms every port-away by email before releasing the number, specifically to block fraudulent slamming; the request stalls until that confirmation is completed.
* Moving a number between two Twilio accounts/projects (e.g., consolidating two Twilio accounts) is a Twilio support-ticket transfer using both Account SIDs — it is not a carrier port and does not use the PIN/LOA process above.

## Sources

Checked on 2026-09-11 against Twilio's own pages.

* [https://help.twilio.com/articles/223179908-Setting-Up-Call-Forwarding](https://help.twilio.com/articles/223179908-Setting-Up-Call-Forwarding)
* [https://help.twilio.com/articles/223179588-How-Do-I-Port-My-Phone-Numbers-Away-From-Twilio](https://help.twilio.com/articles/223179588-How-Do-I-Port-My-Phone-Numbers-Away-From-Twilio)
* [https://help.twilio.com/articles/223135327-Moving-Twilio-phone-numbers-to-another-Twilio-project](https://help.twilio.com/articles/223135327-Moving-Twilio-phone-numbers-to-another-Twilio-project)