If an agent has a Twilio account connected to Command and wants to cancel their KW Twilio account taking their Twilio number with them, it is recommended to submit a request to have that number transferred to a non-KW Twilio account.
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You must cancel your Twilio subscription before sending the request to transfer your Twilio number. |
To request for your Twilio number to be transferred to a non-KW Twilio account:
Locate Your Twilio Number and Account Sub ID
Before you can submit a request for your Twilio number to be released, you will need to locate your Twilio Number and Account Sub ID in Command:
1. Log in to https://agent.kw.com with your KW login credentials.
2. Click your name in the top right hand corner and select Settings.
3. On the Applications settings page, locate the Twilio application, and click Manage.
4. You will see your account information displayed which will include your Twilio Number and Account Sub ID.
Cancel Your Twilio Subscription
After you have located your Twilio Sub ID you will need to cancel your Twilio subscription in the KW Marketplace. Keep in mind that there are no refunds for credits in the Marketplace, so these credits will disappear on the cancellation date. However you can withdraw your cancellation until the cancellation date arrives.
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Click here to learn how to cancel your Twilio subscription.
Submit Request for Twilio Number to be Transferred to a Non-KW Twilio Account (Optional)
After you have cancelled your Twilio subscription, if you want to transfer your Twilio number to a Twilio account outside of the KW umbrella, contact Twilio Support (use the Support Chat) letting them know and include the following information:
1. Your full name
2. Your KWUID (which can be found in your KW Profile, in the MyKW - System Information section)
3. Your Twilio phone number (see above)
4. Your Twilio Sub ID for that Twilio account (see above)
Twilio Support will then assist you with this request.