Connecting your phone number with Twilio

Overview

Connecting your phone number to MyFoodFast through Twilio means every incoming call is announced to your business before it's even answered. Once it's set up you get:

Caller ID popups on your tills — staff see who's calling and can open that customer's record in one tap
A log of every call in Back Office
The option to have the AI Voice Agent answer calls and take orders for you

Setup is normally done by our team when your store is onboarded. This guide explains what's involved, where the settings live, and how to check it's working.

Note: Twilio is the current way to connect a phone number. Stores connected earlier through LiteFox VoIP still work and don't need to change.

How a call flows

Understanding the order of events makes troubleshooting much easier:

A customer dials your number, which is hosted on Twilio.
Twilio tells MyFoodFast about the call.
MyFoodFast matches the dialled number to your store using the store's Telephone number.
Caller ID is pushed to your tills and the call is written to the Caller ID log.
Only then is the call answered — either by the Voice Agent, or by ringing your shop phone.

Step 4 happens on every call, before the routing decision in step 5. This is why caller ID popups work whether or not you use the Voice Agent.

What you need

A phone number hosted on Twilio — either a new number, or your existing number ported across
Your store's Telephone in Back Office set to that same number
Either the Voice Agent add-on, or a SIP phone to ring, or a number to forward to

Step 1: Get your number onto MyFoodFast's Twilio account

Numbers used for caller ID live on MyFoodFast's own Twilio account, which we manage. You don't need a Twilio account of your own, and there are no credentials for you to copy anywhere.

Contact support to get a number provisioned, or your existing number ported across. We'll also point it at our call router as part of that job.

Note: There is a Setup > Integrations > Twilio page in Back Office where you can enter an Account SID and Auth Token. That is for SMS and marketing messages only — caller ID and voice don't use it. You can leave it alone.

Step 2: Check your store's telephone number

This step is the one most often missed, and it's the reason calls get rejected.

MyFoodFast works out which store a call belongs to by matching the dialled number against the store's Telephone field. If they don't match, we can't identify the store and the caller hears "The number you have dialled is not in service."

Go to Setup > Store Details.
Set Telephone to the number customers actually dial — the Twilio number.
Save.

Tip: UK numbers are matched whether they're stored as 01234 567890 or +441234567890, so either format is fine. What matters is that it's the same number Twilio is receiving calls on.

Step 3: Point the number at the call router

This is done by our team when the number is provisioned — the number's voice webhook is set to the MyFoodFast call router so we're told about every incoming call.

There's nothing for you to configure here, but it's the step that's missing if calls ring through without ever appearing in your Caller ID log.

Note: We verify every request came from Twilio before acting on it, so nothing else needs locking down at your end.

Step 4: Decide who answers the call

Go to Setup > Online Ordering > Voice Agent to choose what happens once the caller ID has been sent to your tills.

Option A — the AI Voice Agent answers

Switch Voice Agent on. The AI greets the caller, takes their order, and creates it in your system. Your staff still see the caller ID popup on the till, so you can see who's talking to the agent.

See Getting Started with MyFoodFast Voice Agent.

Option B — the call rings your shop phone

Leave Voice Agent off and set a SIP Username on the same page. Calls ring your SIP handset, with a short "Connecting you to…" greeting first, and ring for 30 seconds before giving up.

The page shows the full SIP URI built from the username you enter. That username has to match the credential set up in the Twilio SIP domain — our team handles that side.

Note: With Voice Agent off and no SIP username set, callers hear a holding message and the call isn't connected to anyone. Set one or the other.

Step 5: Turn on caller ID popups

Connecting the number gets calls to MyFoodFast. Each till also needs caller ID switched on:

Go to Setup > In-Store > POS Terminals.
Open the terminal and set Caller ID to Yes.
Save, then restart the POS app on that till.

Repeat for each till that should show popups — you might want it on the front counter but not in the kitchen. For what staff see and do with the popup, see Caller ID: see who's calling on the POS.

Checking it works

Call your own number from a mobile, then go to Reports > Online Reports > Caller ID Logs. Every call MyFoodFast receives appears here, with the number and time, whether or not anyone answered.

This log is the dividing line when something's wrong:

Call is in the log — Twilio and your store settings are correct. Any problem is on the till.
Call is not in the log — the call never reached us. The problem is in Twilio or your store's Telephone number.

Troubleshooting

Callers hear "The number you have dialled is not in service". We couldn't match the dialled number to a store. Check Setup > Store Details > Telephone is the Twilio number (Step 2).
Nothing appears in the Caller ID log. The call is not reaching MyFoodFast — contact support so we can check the number is pointed at our call router.
Calls are logged but no popup on the till. Caller ID isn't on for that terminal, or the app hasn't been restarted since it was switched on — see Step 5.
Popups on one till but not another. Caller ID is per terminal. Turn it on for the other one and restart the app on it.
Calls ring nowhere. Voice Agent is off and no SIP username is set — see Step 4.
The AI answers when you wanted staff to. Turn Voice Agent off under Setup > Online Ordering > Voice Agent and set a SIP username instead.
A regular customer shows as "Unknown" on the popup. The number is matched against the mobile numbers on your customer records. Save the customer's number in the format your calls report.