Set Up Twilio Calling and Text Messaging

MyLawyerLink uses Twilio for firm phone numbers, browser-based calling, SMS/MMS, voicemail, and call recordings. This guide covers setup and daily use. For reusable message text, see Creating SMS Templates.

Connect Twilio

1. Go to Account → Settings → Firm → Integrations (/account/settings/firm/integrations).
2. Enter your Twilio Account SID and Auth Token.
3. Save.

You need team settings permission and an active subscription. Credentials are stored at the firm (billing) team level.

Manage phone numbers

1. Open Account → Settings → Firm → Communications → Phone numbers (/account/settings/firm/communications/phone-numbers).
2. Purchase a new number or assign an existing Twilio number to your team.
3. Set a primary number for outbound caller ID when multiple numbers exist.
4. Configure call forwarding, voicemail, and optional office hours or AI receptionist settings under Firm → Communications.

Numbers must be SMS-capable if you plan to text clients from that line. Complete A2P 10DLC compliance under Firm → Communications → Compliance before sending SMS at scale.

Mobile app voice push (FCM / APNs)

For inbound calls on the mobile app, configure Android FCM and iOS APNs VoIP push credentials under Firm → Communications → Twilio account (/account/settings/firm/communications/twilio). You can import credentials from Twilio, auto-provision FCM, or paste APNs SIDs there.

Personal phone for call bridging

Browser calls can ring your cell or desk phone:

1. Go to Account → Settings → Personal (/account/settings/personal).
2. Open the Calls & audio section.
3. Enter your personal phone for bridging.
4. Test microphone and speaker using the audio controls.

When you place a call from MyLawyerLink, the system connects your phone to the client through Twilio.

Place a call

• From a client record, use the phone actions to call.
• From anywhere in the app, open the call widget in the header, enter a number, and dial.

The widget supports mute, end call, and device selection when your browser allows it.

Send SMS

• Open the message widget in the header.
• Start or select a conversation tied to a client and firm phone number.
• Type a message or insert an SMS template with merge fields filled from the linked client and case.
• Send — MMS attachments are supported when templates include files.

Always confirm the filled message before sending, especially dates and names.

Review calls and voicemail

Page	Purpose
/calls	Call log with duration, direction, and recording links
/calls/[id]	Single call detail, playback, transcription
/voicemails	Unheard and archived voicemail

Call recordings can be transcribed for summaries and action items. Transcription runs from the recording detail view when your plan includes it.

Compliance and consent

• Obtain client consent for SMS where your jurisdiction requires it.
• Register numbers for A2P 10DLC or equivalent carrier compliance when texting US clients at scale — Twilio and your administrator dashboard show registration status.
• Use Creating SMS Templates for consistent, professional message wording.

Tips

1. Assign numbers per office or practice area when multiple teams share one Twilio account.
2. Set forwarding before you leave the desk — calls can route to mobile or voicemail.
3. Link threads to clients — messages from the client record pre-fill client and case context for templates.
4. Separate setup from reminders — Client Reminders automate event notifications; this guide covers live calls and two-way texting.

Related guides

• Creating SMS Templates — merge fields and MMS attachments
• Client Reminders — scheduled SMS and email around calendar events