How do I migrate my agency and sub-account over to Chat To Clients Phone?
Chat To Clients Phone removes the need to integrate a third-party telephony provider (Twilio, Plivo, etc.) in order to send or receive SMS/calls in the CRM. With Chat To Clients Phone, sending and receiving SMS/calls works right out of the box.
Chat To Clients Phone is now available to every agency, there's no separate access request or validation step before you begin. Read more about it here.
Why Chat To Clients Phone?
Moving to Chat To Clients Phone gives you:
- A one-click quick start — no separate Twilio/Plivo account to configure.
- Better, real-time billing.
- Increased security and a better message delivery rate.
Once your agency is connected to Chat To Clients Phone, Automatically Link Phone System is enabled by default for newly created sub-accounts.
Agencies can change this preference under:
Settings → Phone Integration → Account Creation.
Existing sub-accounts are not migrated automatically, you'll link the existing sub-accounts you want to migrate, individually or all at once, using Step 2 below.
Step 1 — Switch Your Agency to Chat To Clients Phone
Before you can move any sub-accounts, your agency itself needs to be switched over to the Chat To Clients CRM phone system.
Go to Settings → Phone Integration → Agency Settings tab and click Switch to Chat To Clients CRM Phone System.
A2P 10DLC registration from your own Twilio account does not migrate to Chat To Clients Phone. If an affected sub-account was previously registered for A2P through your Twilio account, it must complete A2P registration again through the Chat To Clients CRM Trust Center after moving to Chat To Clients Phone, and the applicable registration fees will apply again.
Once the new A2P registration is approved, confirm that each applicable phone number is attached to the approved campaign before resuming A2P messaging.
Once confirmed, your agency is on Chat To Clients Phone, the Agency Settings tab now shows a "Connected to Chat To Clients CRM" summary with usage insights. All new sub-accounts created from this point forward are automatically on Chat To Clients Phone.
Move your existing sub-accounts over with Step 2.
Step 2 — Move Existing Sub-Accounts to Chat To Clients Phone
From the agency level, go to Settings → Phone Integration → Sub Account Settings tab. This table lists every sub-account and its current phone-system status under Managed By. You can link sub-accounts one at a time (Option 1) or switch all eligible US/Canada sub-accounts at once (Option 2).
Option 1 — Link one sub-account at a time
Use the Search sub-accounts by... box to find the sub-account by name. A sub-account not yet on Chat To Clients Phone shows Not available under Managed By.
Click the ⋮ (three-dot) icon at the right-hand end of that sub-account's row.
Select Link to Chat To Clients CRM from the menu, review the confirmation prompt, and confirm to kick off the migration.
You don't need to do anything else during this phase — the old sub-account keeps working normally on its existing provider while the migration processes in the background. Once the phone numbers have moved, the sub-account switches over automatically and Managed By updates to a green ✓ Chat To Clients Phone badge.
Option 2 — Switch all eligible sub-accounts at once
Use this option to move every eligible sub-account in a single action instead of linking them one by one. Only US and Canada sub-accounts are included — any other sub-account must be linked individually using Option 1.
On Settings → Phone Integration → Sub Account Settings, click Switch all sub-accounts to Chat To Clients Phone at the top right of the table, next to Export and Move Numbers. If you don't see this button, link sub-accounts individually using Option 1.
A window titled Move eligible sub-accounts to Chat To Clients CRM phone service explains what will happen. Read it before continuing — the key points are listed below.
Tick the checkbox confirming you are authorized to initiate the transfer from Twilio to the native phone system, then click Confirm. The Confirm button stays disabled until the box is ticked.
- Only US and Canada sub-accounts are migrated; process any other sub-account individually.
- All phone numbers, call logs, SMS and MMS are moved to the new account.
- Call recordings might not carry over, but they remain archived in your current Twilio account.
- The prompt states the migration might take up to 48 hours, and your system keeps working normally during the process.
- Buying a new number or deleting an existing number while the migration is running might impact it.
- Existing Trust Product records (Business Profile, A2P Brand and Campaign, SHAKEN/STIR) are not migrated, so A2P registration must be completed again under Chat To Clients Phone.
- Reinstall the mobile app once the migration is complete to prevent any disruption to inbound calls.
Bulk migration moves all eligible sub-accounts in one action. If you only want to migrate selected sub-accounts, use Option 1. Use Export above the table to keep a full list and track which sub-accounts show the Chat To Clients Phone badge.
A Regulatory Bundle is not required for US or Canadian phone numbers. Select Link to Chat To Clients CRM to begin the migration.
The existing phone service remains active while the migration is processing. Once migration is complete, Managed By will update to ✓ Chat To Clients Phone.
Important: If the sub-account uses A2P 10DLC, A2P registration from the previous Twilio account does not migrate and must be completed again under Chat To Clients Phone.
Migration processing time can vary. If the migration remains pending beyond the expected processing window, contact Chat To Clients CRM Support.
Depending on the country and number type, you may need an approved Regulatory Bundle and Address before the number can be migrated.
In the sub-account, go to: Settings → Phone System → Regulatory Bundles.
Create and submit the required Address and Regulatory Bundle. Once approved, return to Agency Settings → Phone Integration → Sub Account Settings and follow Step 2 to continue the migration. Migration time can vary depending on the country, number type, and regulatory requirements.
Historical call recordings and voicemails are not transferred to Chat To Clients Phone during migration. They remain associated with the previous Twilio account. Download any historical recordings or voicemail assets you need to retain before closing the Twilio account or losing access to it.
Once Managed By shows ✓ Chat To Clients Phone:
- Confirm all expected phone numbers are present in the sub-account.
- Complete A2P registration again for applicable US local numbers that previously used A2P through the old Twilio account.
- Once A2P is approved, confirm the applicable phone numbers are attached to the approved campaign.
- Verify any required Toll-Free or country-specific compliance status.
- Test one inbound and outbound voice call.
- Test inbound and outbound SMS where applicable.
- Confirm phone routing and number assignments are configured as expected.
- If you use the Chat To Clients CRM mobile app, reinstall it once the migration is complete to prevent any disruption to inbound calls.
Frequently Asked Questions
For newly created sub-accounts, Automatically Link Phone System is enabled by default. Agencies can change this preference under: Settings → Phone Integration → Account Creation.
If an existing Chat To Clients Phone sub-account needs to move to its own Twilio account, follow the supported Chat To Clients Phone → Twilio migration process.
For newly created sub-accounts, Automatically Link Phone System is enabled by default. Agencies can change this preference under: Settings → Phone Integration → Account Creation.
If an existing Chat To Clients Phone sub-account needs to move to its own Twilio account, follow the supported Chat To Clients Phone → Twilio migration process.