Optimal QoS Settings for Intercom/Twilio


We recently switched to Intercom for our support calls. From my understanding they use Twilio.

Does anyone know if there is any documentation on what the optimal settings in the Firebox should be? From what I gather, Twilio uses WebRTC but not completely sure. Was wondering if anyone had any experience.



  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @travis_tmb
    For the most part, QoS settings on the firewall itself are useless for this type of scenario. Most ISPs ignore or strip QoS flags, and if the firewall is the last thing to touch the traffic before it goes to the ISP, it doesn't make a ton of sense to add the QoS flag there.

    If you're running into voice/VoIP issues, I'd suggest opening a support case. If possible, please include:
    -What type of problem you're having.
    -If you're running into an audio problem, please detail in which direction it's happening. (e.g., if you make an outbound call, you can hear the person that you're calling, but they can't hear you.)

    -James Carson
    WatchGuard Customer Support

  • Okay thanks!

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