This guide will help you connect and configure Telnyx VoIP as a voice Channel on respond.io. With Telnyx VoIP, you can make and receive traditional phone calls directly in the platform, enabling seamless voice conversations with customers.
Before connecting Telnyx VoIP to respond.io, ensure the following:
You’ll need a valid business email address to create your Telnyx sub-account. This email will be used to log in to the Telnyx portal and receive important updates.
To activate your Telnyx account, you must set up a payment method and purchase a phone number from the Telnyx portal.
To unlock the full functionality of your Telnyx sub-account—including purchasing numbers, setting up voice capabilities, and enabling international calling—you need to complete the Telnyx Account Verification process.
Before purchasing numbers or submitting Level 2 requests, Telnyx requires users to complete identity verification (eKYC).
You’ll receive an email to verify your identity after logging in to the Telnyx portal.
To complete this, go to Account Settings > Verifications and click Start Identity Verification.
You will also receive an email notification to complete the KYC process in the Mission Control Portal.
⚠️ If you haven’t verified your identity, you will not be able to purchase numbers or proceed with Level 2 verification.
Most users are automatically Level 1 verified after confirming their email. This allows you to:
Purchase local numbers in your country (after completing eKYC)
Set up voice capabilities (US only)
Navigate to Account Settings > Verifications in your Telnyx portal to check your verification status.
To enable additional features such as international calling and call forwarding, apply for Level 2 Verification. Requirements include:
Your account must already be Level 1 verified
A payment method added to your account
The following company information:
Company name
Contact phone number
Full business address (including street, city, state, postal code, and country)
Once submitted, Telnyx may contact you via email to confirm use case details. Approval may take up to 48 hours. If your request is denied, reach out to support@telnyx.com for assistance.
⚠️ Only organization owners can access the verification section. Sub-members will not be able to submit verification requests.
⚠️ Important: After your account is approved for Level 2 Verification, you still need to manually configure your Outbound Voice Profile (OVP) in the Telnyx portal to whitelist the countries you want to call. If this step is skipped, you may encounter the error: 403 Dialed Number is not included in whitelisted countries D13
To configure your OVP:
Log in to the Telnyx portal
Go to Voice > Outbound Voice Profiles
Select or create a profile
Under Allowed Destinations, add the countries you want to call
Save your changes
You must assign this profile to your number to enable international calling.
Personal Telnyx accounts are not supported. The integration works via sub-accounts managed under respond.io.
Follow these steps to connect your Telnyx VoIP channel:
Go to Settings > Channels.
Click Add Channel and select Telnyx VoIP.
Click Connect and enter your business email address.
Telnyx Sub-Account Creation:
A Telnyx sub-account is automatically created for you.
You’ll receive a password reset email from Telnyx.
Log in to the Telnyx portal and complete the following:
Verify your identity
Add a payment method
Purchase a phone number (local or international — international numbers may require submission of additional documents. See Telnyx documentation for details.)
Return to respond.io, select your purchased number, and confirm the connection.
âś… Once connected, you can start making and receiving calls using your Telnyx number in the respond.io Inbox.
After connecting your Telnyx VoIP Channel, you can manage settings by going to Settings > Channels > Telnyx > Manage.
Customize the name for internal reference.
Only Active numbers can be used for calling. Inactive numbers will trigger an error when used.
Use the Go to Telnyx button to:
Purchase additional phone numbers
Manage account settings
Top up your balance
To ensure your Telnyx VoIP setup is working correctly:
Make an outbound call to a contact from the respond.io Inbox.
Use a separate device to call your Telnyx number and test inbound call handling.
Check call logs in the Inbox to confirm status, duration, and agent handling.
Ensure your selected Telnyx number is Active. Inactive numbers cannot be used for calling.
Verify that your Telnyx number is properly linked and that it’s active with balance.
Log in to your Telnyx portal.
Navigate to Real Time Communication from the left-hand menu.
Go to Numbers > Manage Numbers.
Locate your phone number in the list — the Status column will indicate whether your number is Active, Inactive, or requires further action.
Only Active numbers can be used for calling in respond.io. If your number is not active, check your account verification and payment status, or contact Telnyx Support.
This error means your Telnyx account is not permitted to call the destination country. This can happen even if your account is Level 2 verified.
To resolve this:
Make sure your account is L2 verified
Log in to the Telnyx portal and navigate to Voice > Outbound Voice Profiles
Edit your profile and whitelist the countries you want to call under “Allowed Destinations”
Save your changes and retry the call
The Telnyx Channel will be removed from your workspace. Contacts and past messages remain, but you won’t be able to make or receive calls via Telnyx.
Each workspace can create up to three Telnyx sub-accounts. Once the limit is reached, you must select from existing ones.
No. Only subscribed workspaces can connect Telnyx VoIP channels.
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