Aptly makes it easy to call and text your customers—without exposing your personal phone number. By connecting a Twilio phone line to Aptly, you can:

• Make outbound calls directly from the Aptly Inbox
• Send SMS messages to any contact
• Keep your personal phone number private
• Track, log, and record all communication automatically

Aptly handles the connection to Twilio behind the scenes so you can work from one platform without switching apps or devices.

How Phone Calls Work in Aptly

When you place a call from Aptly, you’re not calling from your personal phone number. Instead, Aptly uses your Twilio phone line (provided by your company) as the caller ID.

When you use Custom Number for callback calling, here’s what happens behind the scenes:

1. You click Call in Aptly.
2. Aptly tells Twilio to start the call.
3. Twilio first calls your personal device—this is your Agent Number.
4. You pick up the call on your device.
5. Twilio then connects you to the customer using your Twilio phone number as the caller ID.

🔒 Your personal phone number is never visible to the customer.

Twilio settings and configuration live directly inside Aptly under:

• Settings → Personal Phone Numbers
• Settings → Shared Phone Numbers