This article covers how to install and configure the Twilio app integration with Thryv®, manage incoming call and SMS notifications in your Thryv inbox, use the Twilio Spam Filter, update your sync preferences, and uninstall the Twilio app. This article does not cover setting up a Twilio account or purchasing a Twilio phone number. To get started with Twilio, visit Twilio's official website.

Why Connect Twilio to Your Thryv Inbox

When a new customer calls or texts your business, every second without a response is a missed opportunity. The Twilio app integration automatically brings incoming calls and SMS messages from your Twilio phone number into your Thryv inbox, so every customer interaction is tracked in one place. When a caller's phone number matches an existing contact in your CRM, the notification is linked to that contact automatically. When no match is found, a new contact is created for you. This means fewer missed leads, faster response times, and a complete communication history for every client — without manually logging a single call.

App requirements: An active Twilio account and a Twilio phone number are required before installing this integration.

How to Install the Twilio App in Thryv

Follow these steps to install the Twilio app from the Thryv App Market and connect your Twilio account. You will need your Twilio Access Token and Account SID before starting. These are available in your Twilio account under API Credentials.

1. Click App Market in the left-hand navigation of your Thryv account.

2. Find the Twilio app in the app list and click it to open the app detail page.

3. Click Launch This App. The next screen will display the permissions the Twilio app requires to connect with your Thryv account.

4. Check the box confirming that you agree to the terms and conditions.

5. Click Connect to Twilio.

The screenshot above shows the Twilio app onboarding screen. The screen displays the permissions the Twilio app requires and a checkbox to agree to the terms and conditions. The Connect to Twilio button appears at the bottom of the screen. The screen does not include any fields for entering your Twilio credentials at this stage — those are entered on the Settings screen in the next step.

How to Find and Enter Your Twilio Access Token and Account SID

After clicking Connect to Twilio, the Settings screen will open. You will need to copy your Access Token and Account SID from your Twilio account and paste them into the Settings screen fields.

1. Log in to your Twilio account in a separate browser tab.

2. Click the Home icon in the Twilio left-hand navigation. Then click Settings, and then click General.

3. Locate the API Credentials section. Your Access Token and Account SID are listed in the API Credentials section of the General Settings page.

4. Copy the Account SID and paste it into the Account SID field on the Thryv Twilio Settings screen.

5. Copy the Access Token and paste it into the Access Token field on the Thryv Twilio Settings screen.

The screenshot above shows the Twilio General Settings page. The API Credentials section displays two fields: Account SID and Access Token. These are the only two values needed to connect Twilio to Thryv. The page does not display your Twilio phone number — the phone number will appear in Thryv after the tokens are accepted in the next step.

The screenshot above shows the Thryv Twilio Settings screen. The screen contains two input fields — Account SID and Access Token — where you paste the credentials copied from your Twilio account. The Set Twilio Tokens button appears below the input fields. The screen does not contain any other configuration options at this stage — sync preferences are set after the tokens are accepted.

6. Click Set Twilio Tokens. After the tokens are accepted, your Twilio phone number will display on the screen and your sync preference options will become available.

How to Set Your Twilio Sync Preferences

After your Twilio tokens are accepted, set your sync preferences by toggling each option to Yes or No:

• Sync incoming Twilio phone calls with Thryv — When set to Yes, incoming calls to your Twilio phone number will create a notification and call log in your Thryv inbox.

• Sync incoming Twilio SMS messages with Thryv — When set to Yes, incoming text messages to your Twilio phone number will appear in your Thryv inbox.

• Enable the Spam Filter — When set to Yes, incoming calls and SMS messages from phone numbers not already saved in your Thryv contacts will be held in a queue instead of flowing directly into your inbox. From the queue, you can review each entry, edit contact information, create a new Thryv contact by releasing the entry, or delete spam calls and messages.

After setting your preferences, click Submit Settings.

The screenshot above shows the Twilio sync preferences screen in Thryv. The screen displays three toggle options — one for phone call sync, one for SMS sync, and one for the Spam Filter. Each toggle can be set to Yes or No independently. The Submit Settings button appears at the bottom of the screen.

The screenshot above shows the success confirmation screen that appears after the Twilio app is installed correctly. The screen confirms the integration is active. To verify the integration is working, send a test call or SMS to your Twilio phone number and confirm the notification appears in your Thryv inbox.

What to Expect When Calls and SMS Messages Sync from Twilio

When a client calls or sends an SMS to your Twilio phone number, the Twilio app sends a notification to the default staff assignee in your Thryv inbox. The app searches for a matching contact by phone number. If a matching contact exists in your Thryv account, the notification is linked to that contact. If no matching contact exists, a new contact is created automatically using the caller's phone number.

What Call and SMS Details Appear in Your Thryv Inbox

Each call or SMS notification posted to your Thryv inbox includes the following details: the phone number the client called from, the caller ID name, the timestamp of the call or message, the call duration, and the caller's location. The specific details available for each caller depend on what information the caller's mobile carrier transmits. Not all carriers send the same data, so some fields may be blank for certain callers.

The screenshot above shows an example of a call log notification in the Thryv inbox after a call is received on a Twilio phone number. The notification displays the caller's phone number, caller ID name, timestamp, duration, and location. The notification does not include a recording or voicemail — voicemails are not injected into Thryv and must be accessed through your Twilio account or voicemail app directly.

How to Use the Twilio App Spam Filter

The Twilio App Spam Filter holds incoming calls and SMS messages from phone numbers that do not match any existing contact in your Thryv account. Instead of flowing directly into your Thryv inbox, these calls and messages are placed in a queue where you can review them, create new contacts, or delete spam entries. The Spam Filter prevents unknown or unwanted contacts from cluttering your inbox while still giving you control over which new contacts are added to your Thryv account.

If a client contacts you on your Twilio number and no notification appears in your Thryv inbox, check the Twilio App Spam Filter — the call or message is likely waiting there for review. When the Spam Filter is enabled, Thryv sends a daily reminder notification to your Thryv inbox to check the Spam Filter queue.

The screenshot above shows the Twilio App Spam Filter queue. The queue lists incoming calls and SMS messages from phone numbers not found in your Thryv contacts. Each entry displays the phone number, and includes fields to edit the contact's first name, last name, and email address. A Release checkbox and a Delete checkbox appear on each line. The Submit Queue button appears at the bottom of the screen.

How to Release a Contact from the Spam Filter

Releasing a contact from the Spam Filter creates a new contact in your Thryv account and moves the call or message log into your Thryv inbox. To release a contact, a first name is required.

1. Click the pencil icon next to the First Name, Last Name, or Email field for the entry you want to release.

2. Enter at minimum the contact's first name. A first name is required before a contact can be released from the Spam Filter.

3. Check the Release box on the same line as the contact entry.

4. Click Submit Queue. The contact will be created in your Thryv account and the call or message log will move to your Thryv inbox.

How to Delete a Call or Message from the Spam Filter

1. Check the Delete box on the line for the call or message you want to remove.

2. Click Submit Queue. The call or message will be permanently deleted from the Spam Filter and cannot be recovered.

The screenshot above shows the Spam Filter queue with the Release and Delete checkboxes visible on each entry. The Release checkbox is used to approve a contact and move the log to the Thryv inbox. The Delete checkbox permanently removes the entry. Both actions are confirmed by clicking the Submit Queue button.

How to Disable the Twilio App Spam Filter

Warning: Disabling the Spam Filter will permanently delete all calls and messages currently in the Spam Filter queue. Entries that have not been released cannot be recovered after the Spam Filter is disabled. Release any entries you want to keep before disabling the filter.

1. Click Settings in the top right of the Twilio app screen.

2. Find the Spam Filter toggle — the option labeled "Would you like to enable the Spam Filter?" is the last option on the Settings screen.

3. Toggle the Spam Filter option to No.

4. Click Submit Settings. The Spam Filter will be turned off and all calls and messages in the queue will be permanently deleted. Going forward, incoming calls and SMS messages from phone numbers not recognized in your Thryv contacts will flow directly into your Thryv inbox.

The screenshot above shows the Twilio app Settings screen with the Spam Filter toggle set to No. The Submit Settings button appears at the bottom of the screen. The screen also displays the phone call sync toggle and SMS sync toggle above the Spam Filter toggle. Clicking Submit Settings saves all three toggle preferences at once.

How to Update Your Twilio App Sync Preferences

You can update your Twilio sync preferences at any time after installation without needing to reinstall the app. Your Access Token and Account SID do not need to be re-entered when updating sync preferences.

1. Click App Market in the left-hand navigation of your Thryv account.

2. Find the Twilio app in the app list and click it to open the app detail page.

3. Click Launch This App.

4. Check the box confirming that you agree to the terms and conditions, then click Connect to Twilio.

5. Update your sync preference toggles to Yes or No for each option — phone call sync, SMS sync, and Spam Filter.

6. Click Submit Settings. Your updated preferences are saved and the Spam Filter queue screen will display.

The screenshot above shows the Twilio sync preferences screen used when updating existing preferences. The screen displays the same three toggle options available during initial setup — phone call sync, SMS sync, and Spam Filter. The screen does not require re-entering your Twilio Account SID or Access Token.

How to Uninstall the Twilio App

1. Click App Market in the left-hand navigation of your Thryv account.

2. Find the Twilio app in the app list and click it to open the app detail page.

3. Click Launch This App, then click Settings in the top right of the Twilio app screen.

4. Click Unsubscribe in the top right corner of the Settings screen. A confirmation prompt will appear asking you to confirm the uninstall.

5. Confirm the uninstall. The Twilio app will be removed from your Thryv account.

The screenshot above shows the Twilio app Settings screen with the Unsubscribe button visible in the top right corner. Clicking Unsubscribe triggers a one-time confirmation prompt before the app is removed. The screen does not have a separate uninstall page — the Unsubscribe button on the Settings screen is the only way to remove the Twilio app from your Thryv account.

Frequently Asked Questions

What does this article cover?

This article covers how to install the Twilio app integration in Thryv, connect your Twilio account credentials, set and update sync preferences, use and manage the Twilio App Spam Filter, and uninstall the Twilio app. This article does not cover setting up a Twilio account, purchasing a Twilio phone number, or configuring call forwarding in Twilio.

Will a voicemail left on my Twilio phone number appear in my Thryv inbox?

No. Voicemail recordings are not injected into Thryv. The call log for the missed call will appear in your Thryv inbox, but the voicemail recording itself must be accessed through your Twilio account or the voicemail app associated with your Twilio phone number.

Will outgoing calls from my Twilio number appear in my Thryv inbox?

No. Only incoming calls and incoming SMS messages are synced to your Thryv inbox through the Twilio app integration. Outgoing calls placed from your Twilio number are not logged in Thryv.

A client called or texted me but no notification appeared in my Thryv inbox. Where is the log?

If the Twilio App Spam Filter is enabled on your account, the call or message log is most likely in the Spam Filter queue. The Spam Filter captures incoming calls and SMS messages from phone numbers that do not match any existing contact in your Thryv account. The Spam Filter also captures calls and messages from a phone number that is different from the number saved on an existing contact record. Check the Twilio App Spam Filter queue to find and release the log.

If I disable the Spam Filter, will it delete all the logs currently in the queue?

Yes. Disabling the Spam Filter permanently deletes all call logs and messages currently in the Spam Filter queue. Entries that have not been released before the filter is disabled cannot be recovered. Release any entries you want to keep before disabling the Spam Filter.

Can I get help setting up call forwarding for my Twilio account?

Call forwarding is configured directly in Twilio and is not covered in this article. For assistance setting up call forwarding, see the Twilio call forwarding setup guide on Twilio's support site.