Introduction: Voice (IVR) flows allow you to reach contacts through phone calls, making your workflows accessible even when text messaging is not suitable. To use Voice (IVR) features in RapidPro.app, you must connect a voice-enabled phone number, most commonly provided by Twilio. This article explains how to add a voice-enabled Twilio number and highlights common issues you may encounter during setup.
Connect a voice-enabled Twilio number
If you just need the essentials, follow this quick path:
- Choose a supported voice provider (Twilio / Vonage / Android for testing)
- Purchase a Twilio number with Inbound Voice capability
- Add the number as a Voice channel in RapidPro.app
- Confirm IVR flow options appear and test inbound calls
- Fix common setup issues (trial limits, voice capability, routing)
Once a voice-enabled channel is active, you can create Phone Call (IVR) flows and receive inbound calls into your IVR journeys.
Step-by-Step Process
Voice (IVR) flows require a voice-enabled number from a supported provider. You can use:
- Twilio (recommended and supported in most countries)
- Vonage (alternative, depending on country availability)
- Android channel (for testing only, when virtual numbers are not available)
- Log in to your Twilio Console.
- Navigate to Phone Numbers.
- Purchase a new number.
- Ensure Voice capability is enabled (Inbound Voice).
- (Optional) Also enable SMS if you plan to use messaging flows.
- Open your RapidPro.app workspace.
- Go to Workspace Settings.
- Select Channels.
- Click Add Channel.
- Choose Twilio Voice (or the combined Twilio channel, depending on your setup).
- Enter your Twilio Account SID and Auth Token.
- Select the voice-enabled number you purchased.
- Complete the channel configuration and save.
[CAPTURE: Channel setup screen showing Twilio credentials and a selected voice-enabled phone number.]
Once the channel is connected:
- The number should appear in your Channels list.
- You should be able to select Phone Call (IVR) when creating a new flow.
- Incoming calls to the number can now trigger IVR flows.
[CAPTURE: Channels list showing the connected voice number + flow creation modal showing Phone Call (IVR) available.]
Common Issues & Quick Fixes
I can’t create a Voice (IVR) flow
Cause: No voice-enabled channel is connected to the workspace.
Fix:
- Add a Twilio or Vonage number with Voice capability enabled.
- Refresh your workspace and try creating a Phone Call (IVR) flow again.
Calls fail or never reach my flow
Cause: The number does not support inbound voice, or the channel setup/routing was not completed correctly.
Fix:
- Double-check the Twilio number supports Inbound Voice.
- Confirm the number is fully connected as a channel in RapidPro.app.
- Test again and review call/session logs to see whether the call reached the workspace.
I’m using a Twilio trial number and nothing works
Cause: Twilio trial numbers have limitations and may not support real inbound/outbound calling as needed for IVR.
Fix:
- Purchase a paid Twilio number with Voice capability enabled.
- Reconnect the paid number in Channels and re-test.
Voice numbers are not available in my country
Cause: Twilio does not offer voice-enabled virtual numbers in all regions.
Fix:
- Try Vonage if supported in your country.
- Use an Android channel to test IVR flows locally when virtual numbers are not available.
Audio plays, but callers can’t interact with the menu
Cause: The flow is using the wrong split type (for example, messaging splits instead of IVR keypad/voice splits).
Fix:
- Use IVR-specific Split Actions such as:
- Wait for Menu Selection
- Wait for Multiple Digits
- Wait for Audio