Twilio
Twilio is an American cloud communications company offering platform-as-a-service (PaaS) solutions.
The Platform uses Twilio to enable phone calls between drivers and users, as well as text messages between administrators and drivers or users.
To use these features, a Twilio service phone number is required. If no specific number is configured in Control Center, phone calls will default to a German mobile number owned by ioki.
To use text messages, the Twilio configuration must be set up for the corresponding provider. This requires a Messaging Service to be set up in Twilio via the ioki Twilio account.
Additionally, a phone number purchased via Twilio must be added to the configuration. This number serves as the Caller ID for phone calls and as the sender and reply-to number for text messages.
For the new Messaging Service, webhooks must be activated on the Twilio side. This can be configured under Integration > Incoming Messages. This is required to deliver and display text messages in Control Center.
Voice response for incoming calls
We use the following generic voice response for incoming calls.
Please do not call this number. If you want to talk to your driver, please use the call functionality in your mobility app. This number will then call you back.
Bitte rufen Sie diese Nummer nicht an. Wenn Sie mit Ihrem Fahrer sprechen möchten, nutzen Sie bitte die Anruffunktion in Ihrer Mobilitäts-App. Diese Nummer wird Sie dann zurückrufen.
The wording and voice of the response for incoming calls to a Twilio number can be customized. Voice customization may incur additional Twilio fees.
Control Center configuration
Twilio settings can be configured per provider. From the provider view in the Management Area of Control Center, select ⚙️ > Twilio configuration (SMS & calls) in the dropdown menu.