How to Manage Phone Subaccounts and Sync Call Data

Learn how to manage phone integration subaccounts, consolidate numbers for A2P 10DLC compliance, and sync call recordings and transcriptions using webhooks.

July 7, 2026 By Devon Eddy

This guide walks through configuring and managing phone integration subaccounts, consolidating numbers for A2P messaging compliance, and ensuring call data and transcriptions sync properly across your CRM and Airtable database. Completing this process ensures accurate call logs, transcriptions, and successful SMS delivery for all client accounts.

This guide is intended for operations managers and agency administrators responsible for managing client phone systems and integrations. Use this workflow when setting up new client accounts, consolidating numbers for compliance, or troubleshooting missing call transcriptions in your database.

Accessing Phone Integration

By default, creating a subaccount in the CRM creates a mirrored subaccount in Twilio. You can manage these connections in your settings.

Step #1: Click on Settings in the bottom-left corner of the sidebar navigation. — Click on **Settings** in the bottom-left corner of the sidebar navigation.

Step #2: Click on Phone Integration in the left-hand navigation sidebar. — Click on **Phone Integration** in the left-hand navigation sidebar.

Updating Twilio Credentials

If you need to connect a specific CRM subaccount to a different Twilio subaccount, you can override its default connection.

Step #3: Click on the vertical three-dot menu icon next to the target business account. — Click on the vertical three-dot menu icon next to the target business account.

Step #4: Select Update Credentials from the pop-over menu. — Select **Update Credentials** from the pop-over menu.

Step #5: Enter the new Twilio Account SID and Auth token in the modal window to switch connections. — Enter the new Twilio Account SID and Auth token in the modal window to switch connections.

Moving Numbers for A2P Verification

To successfully send text messages on behalf of your clients, you must be approved for A2P 10DLC messaging. Instead of running the approval process for every individual subaccount, it is faster to consolidate phone numbers into a single approved Twilio master account.

Step #6: Click Move Numbers at the top right of the Phone Integration page. — Click **Move Numbers** at the top right of the Phone Integration page.

Step #7: Double-click the Choose source sub-account dropdown menu. — Double-click the **Choose source sub-account** dropdown menu.

Step #8: Select the original subaccount from which you are transferring the numbers. — Select the original subaccount from which you are transferring the numbers.

Step #9: Review the regulatory compliance and A2P limitations in the dialog box, then confirm the transfer. — Review the regulatory compliance and A2P limitations in the dialog box, then confirm the transfer.

After moving phone numbers into the master account, you must update the Twilio credentials on the original CRM subaccount so that it points to the newly consolidated Twilio account.

Configuring Call Data Processing Paths

Because raw call data is difficult to extract directly from the CRM, we route Twilio call events through three distinct automation paths to update Airtable and the CRM simultaneously.

Processing Path	Destination	Method / Trigger	Purpose
Native CRM Integration	CRM Logs	Call Status Changes Webhook	Populates standard call logs and durations natively.
Conversational Intelligence	Airtable (via n8n)	Intelligence Service Webhook	Analyzes call audio and sends the transcription text to Airtable.
Studio Flow Post-back	Airtable (via Hookdeck)	Studio IVR HTTP Request	Captures raw call data and recording URLs to upsert into the Airtable log.

1. Conversational Intelligence Webhooks

Step #10: In the Twilio console, click Conversational Intelligence in the left-hand navigation. — In the Twilio console, click **Conversational Intelligence** in the left-hand navigation.

Step #11: Click on Intelligence Services. — Click on **Intelligence Services**.

Step #12: Select your main transcription service from the list. — Select your main transcription service from the list.

Step #13: Click the Webhooks tab. — Click the **Webhooks** tab.

Step #14: Verify that the callback URL points to your automation endpoint (e.g., n8n) and uses the POST method. — Verify that the callback URL points to your automation endpoint (e.g., n8n) and uses the POST method.

2. Validating the Call Status Webhook

Step #15: In Twilio, navigate to Phone Numbers in the left sidebar. — In Twilio, navigate to **Phone Numbers** in the left sidebar.

Step #16: Select Active numbers and click on a specific phone number. — Select **Active numbers** and click on a specific phone number.

Step #17: Locate the Call status changes field under Voice Configuration. — Locate the **Call status changes** field under Voice Configuration.

Step #18: Paste your CRM's inbound webhook URL into this field to ensure basic call metadata syncs into the CRM. — Paste your CRM's inbound webhook URL into this field to ensure basic call metadata syncs into the CRM.

Step #19: Verify that the call routing utilizes your standard Studio Flow for unified processing. — Verify that the call routing utilizes your standard Studio Flow for unified processing.

Verifying Data in Airtable

Once webhooks are firing successfully, confirm the raw data is populating your Airtable database.

Step #20: In Airtable, navigate to the Twilio table to view Account SIDs and credentials. — In Airtable, navigate to the **Twilio** table to view Account SIDs and credentials.

Step #21: Click the Numbers tab to see all active phone numbers and their A2P verification statuses. — Click the **Numbers** tab to see all active phone numbers and their A2P verification statuses.

Step #22: Click on the Inbound Call Log tab to verify call records generated by n8n automations. — Click on the **Inbound Call Log** tab to verify call records generated by n8n automations.

Step #23: Open the Call Recordings tab to check for durations, timestamps, and full transcriptions. — Open the **Call Recordings** tab to check for durations, timestamps, and full transcriptions.

If you notice that call durations populate but transcriptions are missing, check your n8n workflow. The system might be attempting to link transcripts using the recording_sid instead of the call_sid. Changing the workflow logic to map records via call_sid typically resolves this gap.

Q: Why do we move phone numbers from individual subaccounts into a single main account?

A: Consolidating numbers into one master Twilio account simplifies the A2P 10DLC verification process. It allows you to get approved for A2P messaging once rather than running separate approval campaigns for every single client subaccount.

Q: How do I ensure my CRM subaccount connects to the newly consolidated Twilio account?

A: After moving the numbers in Twilio, you must update the Twilio credentials within your CRM's Phone Integration settings. Input the Account SID and Auth Token of the main Twilio account so that the CRM routes traffic properly.

Q: Why is my call duration populating in Airtable, but the transcription is missing?

A: This often happens if the automation maps the transcription payload to the recording_sid rather than the call_sid. Updating your n8n workflow to link incoming transcriptions via the call_sid usually resolves mismatched records.

Q: How does raw call data bypass the CRM and get straight into Airtable?

A: A webhook from the Twilio Studio Flow (often routed through Hookdeck) triggers an n8n workflow directly. This workflow pulls the call details and recording URLs from Twilio and upserts them directly into your Airtable database.

Term	Definition
A2P 10DLC	A standard for application-to-person messaging over 10-digit long code phone numbers, requiring registration to ensure text messages aren't flagged as spam.
Account SID	A unique alphanumeric string that acts as the primary identifier for a specific Twilio account or subaccount.
Conversational Intelligence	A Twilio service that automatically transcribes voice calls and analyzes communication for key phrases or intent.
Webhook	An automated mechanism that allows one application to send real-time data or HTTP payloads to another application when a specific event occurs.
IVR	Interactive Voice Response; an automated phone system technology that interacts with callers, gathers information, and routes calls appropriately.