# Twilio remote engagement setup and sessions

*Agentforce Life Sciences Consultant Study Guide · Engagement Execution · Last updated November 13, 2026 · https://www.certifyforce.com/study-guide/agentforce-life-sciences-consultant/engagement-execution/twilio-remote-engagement-setup-and-sessions*

How to enable and configure Twilio remote engagement in Agentforce Life Sciences: permissions, channel and invitation handlers, Twilio credentials, the Experience Cloud join page, Twilio Settings, invitation templates, dial-in and terms, and what reps can do during a live session.

- Certification: Salesforce Agentforce Life Sciences Consultant
- Exam section: Engagement Execution
- Study guide: https://www.certifyforce.com/study-guide/agentforce-life-sciences-consultant

**Official exam objective:**

> Given a scenario, configure remote management capabilities.

## What the exam expects

- Enable remote engagement: org permission, remote Visit channel, user permissions and invitation trigger handlers.
- Finish Twilio setup: credential parameters, the Aura join site and its guest permission sets, terms and dial-in numbers.
- Choose Twilio Settings options for links, invitations, attendees, recording, signatures and consent.
- Set up invitation templates per action type and territory.
- Predict what a rep can do in a live session, including signature locking.
- Compare Twilio with Microsoft Teams, a limited pilot at Spring '26.

Key terms:
- **Remote engagement:** HCP visits held as video calls from Life Sciences Customer Engagement.
- **Twilio Settings:** the Admin Console page (Remote Engagement, Twilio Settings) for video call settings.
- **HCP Remote Platform Conference:** the Experience Cloud component HCPs join through in a browser.
- **Ad hoc remote session:** a spontaneous session started from an account record, not a planned visit.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Invitation handlers | RemoteSessionInvitationPVHandler, RemoteSessionInvitationVisitHandler | [Org Ready](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_get_ready.htm&type=5&language=en_US) |
| Ad hoc sessions | Mobile app and Twilio only | [Org Ready](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_get_ready.htm&type=5&language=en_US) |
| S3 parameters | Only for external S3 composition storage | [Credentials](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_configure_twilio_credentials.htm&type=5&language=en_US) |
| Join site | Aura sites only | [Join Site](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_create_experience_cloud_site.htm&type=5&language=en_US) |
| Dial-in number | Exactly as in Twilio, with country code, then Activate | [Dial-In](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_add_video_call_phone_numbers.htm&type=5&language=en_US) |
| Past visit | One minute after scheduled end, at processing time | [Settings](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_configure_video_call_settings.htm&type=5&language=en_US) |
| Attendee settings | Org or guest user profile only | [Settings](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_configure_video_call_settings.htm&type=5&language=en_US) |
| Templates | Create, Update, Cancel per territory | [Invitations](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_set_up_invitation_emails.htm&type=5&language=en_US) |
| Signed products | Locked; no second product request | [Conduct](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_conduct_twilio.htm&type=5&language=en_US) |
| Disclaimers | Must be shared to territories | [Signatures](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_set_up_signatures.htm&type=5&language=en_US) |

## Check yourself

- When would a reviewer need the Enable Refresh Recording Link Action?
- When must the join site exist relative to the video call terms and conditions?
- Which component plays video call recordings on the join site?
- Why would an admin select Use unsupported browsers in Twilio Settings?

## Sources

- [Get Your Org Ready for Remote Engagement](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_get_ready.htm&type=5&language=en_US)
- [Set Up Twilio for Remote Engagement](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_twilio.htm&type=5&language=en_US)
- [Configure Twilio Credentials](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_configure_twilio_credentials.htm&type=5&language=en_US)
- [Create an Experience Cloud Site for Remote Engagement](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_create_experience_cloud_site.htm&type=5&language=en_US)
- [Configure Video Call Settings with Twilio](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_configure_video_call_settings.htm&type=5&language=en_US)
- [Add Video Call Phone Numbers for Twilio](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_add_video_call_phone_numbers.htm&type=5&language=en_US)
- [Configure Video Call Terms and Conditions](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_configure_video_call_terms.htm&type=5&language=en_US)
- [Set Up Invitation Emails for Remote Engagement](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_set_up_invitation_emails.htm&type=5&language=en_US)
- [Conduct Remote Visits with Twilio](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_conduct_twilio.htm&type=5&language=en_US)
- [Set Up Remote Signatures for Remote Engagement](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_set_up_signatures.htm&type=5&language=en_US)
- [Add the Video Call Recordings List to the Visit Page](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_add_visit_page_video_call_recordings_list.htm&type=5&language=en_US)
- [Service Providers for Remote Engagement](https://help.salesforce.com/s/articleView?id=ind.lsc_remote_engagement_service_providers_comparison.htm&type=5&language=en_US)
- [Host Twilio Remote Sessions from the Desktop Site](https://help.salesforce.com/s/articleView?id=release-notes.rn_lsc_customer_engagement_execution_remote_engagement_web_twilio.htm&type=5)
- [Limited Pilot Features for Life Sciences (Spring '26)](https://help.salesforce.com/s/articleView?id=release-notes.rn_lsc_customer_engagement_pilot_features.htm&release=260&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 21 linked practice questions, and unlimited timed mock exams are included with the Agentforce Life Sciences Consultant pack (USD $19): https://www.certifyforce.com/practice-exams