What Is Agency-Managed Twilio and Phone Rebilling in Chat To Clients CRM?

Agency-managed Twilio allows an agency to use its own connected Twilio account for applicable Chat To Clients CRM locations. Each location using the agency's Twilio connection should be associated with the appropriate Twilio sub-account so phone numbers, usage, and related configuration remain connected to the intended location. Chat To Clients CRM's current Phone Integration settings let agencies identify the Twilio Account SID associated with each location.

Phone Rebilling allows agencies to charge clients for applicable Phone System usage according to the agency's supported rebilling configuration.

Important: This article applies to agencies using their own connected Twilio account. Locations using Chat To Clients Phone follow the native Chat To Clients CRM Phone System configuration instead. Chat To Clients Phone can also support SaaS rebilling without requiring an agency-managed Twilio account.

Key Benefits of Correct Twilio Sub-Account Mapping

Correctly matching each Chat To Clients CRM location to the appropriate Twilio sub-account helps maintain a clear relationship between the location, its phone numbers, and its phone usage. This is especially important before configuring rebilling or moving phone resources.

• Accurate Location Mapping: Keep each Chat To Clients CRM location associated with its intended Twilio sub-account.
  
  

• Clear Billing Structure: Reduce confusion when reviewing phone usage and rebilling by keeping locations separated appropriately.
  
  

• Safer Number Management: Make it easier to identify which Twilio sub-account owns the phone numbers used by a specific Chat To Clients CRM location.
  
  

• Simpler Troubleshooting: Use the Account SID to confirm the connection when calls, SMS, number syncing, or billing behavior needs investigation.
  
  

• Flexible Migration: Keep the option to continue with agency-managed Twilio or migrate eligible locations to Chat To Clients Phone.

Before You Configure Phone Rebilling

Phone Rebilling should be configured only after the location is associated with the correct phone-system account. Confirming this relationship first helps prevent usage or phone resources from being associated with the wrong location.

Before proceeding:

• Confirm that the agency is using its own connected Twilio account.
  
  

• Confirm which Chat To Clients CRM location you are configuring.
  
  

• Identify the Twilio sub-account that should correspond to that location.
  
  

• Verify that the required phone numbers are under the appropriate Twilio account/sub-account.
  
  

• Confirm the location's Twilio Account SID in Chat To Clients CRM.
  
  

• Correct any shared or mismatched Twilio SID configuration before relying on rebilling.
  
  

Security: Treat Twilio Auth Tokens and similar credentials as sensitive information. Do not expose live credentials in screenshots, documentation, or shared troubleshooting notes.

Verify the Twilio Sub-Account for a Chat To Clients CRM Location

The Twilio Account SID provides a reliable way to match a Chat To Clients CRM location with the corresponding Twilio sub-account. Current Chat To Clients CRM documentation uses Phone Integration > Sub Account Settings for this verification.

1. Sign in to Chat To Clients CRM and switch to Agency View.
   
   

2. Go to Settings > Phone Integration.
   
   

3. Open the Sub Account Settings tab.
   
   

4. Locate the Chat To Clients CRM location you want to verify.
   
   

5. Confirm that the location is managed by Twilio.
   
   

6. Note the Account SID associated with the location.
   
   

7. Sign in to the agency's connected Twilio account.
   
   

8. Locate the Twilio sub-account with the matching Account SID.
   
   

The matching SID confirms which Twilio sub-account corresponds to that Chat To Clients CRM location.

Tip: If a phone number is purchased from the correct connected Twilio sub-account, it should sync to the corresponding Chat To Clients CRM location. Purchasing a number in the wrong Twilio sub-account can cause it to appear under the wrong location or require a number-movement process.

Configure Phone Rebilling

Once the location is connected to the correct Twilio sub-account, configure the applicable Phone Rebilling settings for the client.

The exact billing workflow can vary based on the agency's SaaS/rebilling setup. Current Chat To Clients CRM billing also supports Phone System usage through newer wallet-based SaaS configurations.

Before enabling or reviewing Phone Rebilling:

1. Confirm the correct Chat To Clients CRM location.
   
   

2. Confirm the correct phone provider.
   
   

3. Verify the Twilio Account SID.
   
   

4. Confirm the client billing/payment setup required by your SaaS configuration.
   
   

5. Configure the applicable Phone Rebilling markup or usage billing.
   
   

6. Review the client-facing billing configuration before activation.

Important: Do not use Phone Rebilling configuration to compensate for an incorrect Twilio location mapping. Correct the location-to-sub-account relationship first.

Troubleshoot Multiple Locations Using the Same Twilio Account SID

Each Chat To Clients CRM location using agency-managed Twilio should be associated with the appropriate Twilio sub-account. If multiple locations were historically connected using the same Twilio Account SID or credentials, correct that configuration before relying on Phone Rebilling.

This is a legacy/misconfiguration troubleshooting scenario, not the recommended setup for new locations.

Step 1: Identify the Affected Locations

1. Go to Agency View > Settings > Phone Integration > Sub Account Settings.
   
   

2. Locate the affected locations.
   
   

3. Compare the Account SID displayed for each location.
   
   

4. Identify any locations that are unexpectedly using the same Twilio sub-account/SID.

Step 2: Identify the Correct Twilio Sub-Account

In the agency's Twilio account:

1. Review the available Twilio sub-accounts.
   
   

2. Determine which sub-account should belong to the affected Chat To Clients CRM location.
   
   

3. If the appropriate sub-account does not exist, create or configure one using the supported Twilio process.
   
   

4. Note the correct Account SID.

Do not reuse another client's Twilio sub-account merely to avoid creating or correcting the relationship.

Step 3: Review the Phone Numbers and Resources

Confirm which phone numbers currently belong to the affected Twilio sub-account.

If the phone numbers are under the wrong sub-account, use the appropriate supported number-movement process before or as part of correcting the connection.

Chat To Clients CRM currently provides an in-app Move Numbers tool for eligible same-agency moves, including supported Twilio-to-Twilio moves when both sub-accounts use the same master Twilio account. Other provider/account scenarios may require a different migration path.

Important: Moving a phone number does not automatically move every related asset or configuration. Review the dedicated number-movement guide before transferring production numbers.

Step 4: Correct the Chat To Clients CRM Twilio Relationship

After identifying the correct destination Twilio sub-account:

1. Return to Agency View > Settings > Phone Integration > Sub Account Settings.
   
   

2. Locate the affected Chat To Clients CRM location.
   
   

3. Use the available connection/credential management control for that location.
   
   

4. Update or verify the Twilio relationship using the correct sub-account information.
   
   

5. Save the change.

Do not publish or display the actual Twilio Auth Token in documentation or screenshots.

Step 5: Verify the Correct Account SID

After updating the connection:

1. Return to Sub Account Settings.
   
   

2. Confirm that the location now shows the expected Twilio Account SID.
   
   

3. Match that SID against the intended Twilio sub-account.

Only continue with Phone Rebilling after the relationship is correct.

Step 6: Test Calling and Messaging

After correcting the connection, test the affected location before considering the migration complete.

Verify:

• Expected phone numbers are present.

• An outbound call can be placed.

• An inbound call reaches the expected destination.

• Outbound SMS works where applicable.

• Inbound SMS appears correctly.

• Phone routing and number assignments remain correct.

• Applicable messaging compliance requirements remain satisfied.

Move Phone Numbers Between Sub-Accounts

If a phone number is associated with the wrong sub-account, Chat To Clients CRM provides dedicated number-movement workflows for supported scenarios.

For eligible numbers within the same Chat To Clients CRM agency, the Move Numbers tool supports compatible moves, including Twilio-to-Twilio moves when both sub-accounts use the same master Twilio account. Current in-app support is documented for eligible US and Canada numbers.

For other scenarios—including provider conversions, different account structures, or certain international numbers—use the applicable supported migration process rather than manually releasing or deleting the number.

Important: Do not manually release a production phone number while a supported migration is in progress unless Chat To Clients CRM Support specifically instructs you to do so.

Consider Migrating to Chat To Clients Phone

Agencies that no longer want to manage an external Twilio configuration can migrate eligible locations to Chat To Clients Phone, Chat To Clients CRM's native Phone System. Chat To Clients Phone removes the need to maintain a separate Twilio or other third-party phone provider for standard calling and messaging.

Existing sub-accounts are migrated individually from:

Agency View > Settings > Phone Integration > Sub Account Settings

Current Chat To Clients CRM documentation confirms that SaaS rebilling continues to work with Chat To Clients Phone.

Before migrating, review considerations such as:

• Number migration eligibility.

• A2P re-registration where applicable.

• Regulatory Bundles for applicable countries/number types.

• Historical recordings and voicemail retention.

• Calling and messaging testing after migration.

Use the dedicated Chat To Clients Phone migration article for the complete migration procedure.

Frequently Asked Questions

Q: How do I know which Twilio sub-account belongs to a Chat To Clients CRM location?

Go to Agency View > Settings > Phone Integration > Sub Account Settings and locate the Chat To Clients CRM location. Compare its Twilio Account SID with the sub-accounts in the agency's connected Twilio account.

Q: What should I do if two locations are using the same Twilio Account SID?

First determine the correct Twilio sub-account for each location. Move or configure the applicable phone resources as required, then correct the Chat To Clients CRM connection so each location is associated with the intended Twilio sub-account before configuring Phone Rebilling.

Q: Should I reconnect multiple locations to the same Twilio credentials after separating them?

No. If the locations require separate Twilio sub-account relationships, keep those mappings separated rather than deliberately restoring the shared-credential configuration.

Q: Does this article apply to Chat To Clients Phone locations?

No. The Twilio mapping instructions apply to locations using an agency-managed Twilio account. Chat To Clients Phone locations use Chat To Clients CRM's native Phone System.

Q: Can I move a Twilio phone number to another Chat To Clients CRM sub-account?

Yes, in supported scenarios. Chat To Clients CRM's Move Numbers tool supports eligible same-agency moves, including compatible Twilio-to-Twilio moves under the same master Twilio account. Other cases may require a different migration workflow.

Q: Will moving a phone number move all associated data and compliance settings?

No. Number movement does not automatically move every related asset or configuration. For example, the current same-agency number-movement documentation notes that contacts, conversations, analytics, historical call assets, and destination messaging registration are not automatically transferred.

Q: Can an agency move from Twilio to Chat To Clients Phone and continue rebilling phone usage?

Yes. Current Chat To Clients CRM documentation states that SaaS rebilling continues to work after eligible sub-accounts move to Chat To Clients Phone.

Related Articles

• How to Buy a Twilio Number for a Chat To Clients CRM Location Open article
  
  

• Moving Numbers Between Sub-Accounts (Same Agency) Open article
  
  

• Moving Phone Numbers Across Accounts (US and International) Open article
  
  

• How to Migrate an Agency and Sub-Account to Chat To Clients Phone Open article
  
  

• Phone System Pricing & Billing Guide Open article
  
  

• Reselling and Rebilling through SaaS V2 Payment Providers Open article