Aesthetix CRM's phone system runs on Twilio behind the scenes, but Aesthetix CRM manages the underlying Twilio infrastructure for you. You do not log in to Twilio directly, and you don't need a Twilio account or console access to use your phone numbers, calls, and texts.
This guide covers what you can do from inside Aesthetix CRM, the webhook endpoints that connect your numbers to your account, and when to reach out to Aesthetix support for anything that lives on the Twilio side.
For related setup, see the existing articles External Phone Call Provider Integration With Webhooks and CallRail Webhooks vs. Aesthetix CRM Native Phone Settings.
Your day-to-day call and text activity appears inside Aesthetix CRM, not in any external console:
Conversations / Inbox shows the message and call threads for each contact, including inbound and outbound texts and call records.
Settings > Phone Numbers lists the numbers active on your location.
If a call or text isn't behaving as expected (failing to send, delayed, not appearing on the contact), gather the contact's phone number and a rough timestamp of when it happened, then contact Aesthetix support. We have direct access to the underlying Twilio logs (call SIDs, message SIDs, delivery steps, and request inspector details) and can trace exactly where the call or message broke down on your behalf.
Aesthetix CRM numbers are connected to your account through webhooks that pass incoming calls, incoming messages, and call status updates into the platform. These endpoint URLs are the canonical values for Aesthetix CRM and are the same ones referenced in the related external-provider and CallRail articles:
Incoming voice call: https://services.leadconnectorhq.com/phone-system/voice-call/inbound
Call status changes: https://services.leadconnectorhq.com/appengine/twilio/incoming_call_status
Incoming message: https://services.leadconnectorhq.com/appengine/twilio/incoming_message
For numbers provisioned by Aesthetix CRM, these webhooks are already configured for you. You only need these URLs if you are integrating an external phone call provider or routing through a service that asks where to send Aesthetix CRM call and message events. In that case, point the provider's voice and messaging webhooks at the URLs above using HTTP POST. See External Phone Call Provider Integration With Webhooks for the full external-provider walkthrough.
If calls or call events aren't showing up in Aesthetix CRM:
Confirm the number is active under Settings > Phone Numbers in your Aesthetix CRM location.
Check the contact's thread in Conversations / Inbox to see whether any record of the call or message came through.
If you're using an external phone call provider, confirm that provider's voice and messaging webhooks are pointed at the Aesthetix CRM endpoint URLs listed above. See External Phone Call Provider Integration With Webhooks.
If everything looks correct on your side but events still aren't appearing, contact Aesthetix support with the contact's phone number and the approximate time of the call or message. We'll review the Twilio-side logs and webhook configuration for you.
Do I need a Twilio login to use Aesthetix CRM phone?
No. Aesthetix CRM manages the underlying Twilio infrastructure for you. You don't have, and don't need, direct access to a Twilio account or console.
How do I add a new phone number?
Numbers are provisioned through Aesthetix CRM. Contact Aesthetix support (or use your in-app phone settings if available) to add a number, and it will appear under Settings > Phone Numbers once it's live on your location.
A message shows "delivered" but the contact didn't receive it. What now?
Note the contact's phone number and the approximate send time, then contact Aesthetix support. Delivery beyond the carrier handoff isn't visible inside the platform, so we'll pull the underlying delivery logs and investigate.
A call or text failed and I need to know why.
Contact Aesthetix support with the contact's phone number and a timestamp. We have access to the underlying call and message logs and can trace exactly where it broke down.
Which webhook URLs should an external provider use?
Use the endpoints listed in "The Webhook Endpoints" above, with HTTP POST. See External Phone Call Provider Integration With Webhooks for the complete setup.
