Twilio Voice
Learn to set up a Twilio Voice communication channel for your bot in your NLX workspace
The Twilio Voice channel requires a one-time integration in your workspace before a channel can be created.
Step 1: Phone number setup
To allow for full control, a phone number for your voice flow is managed within your Twilio account. Each flow is tied to one phone number, but you can provision multiple phone numbers for a single Twilio workspace.
To assign a number:
Go to the Phone Numbers section of your Twilio account
Select Manage > Active numbers
Go to the details for one of your Active numbers
In the Voice & Fax section, manually set the incoming call configuration to Studio Flow and assign the flow that was auto-created for that bot
Step 2: Create Twilio Voice channel
Back in NLX, create a Twilio Voice channel for your bot under the Channels tab:
Expand Twilio Voice option
Click + Create channel
Choose your Twilio workspace integration from the Integration dropdown
Select Create channel
Due to your one-time integration at the workspace level, whenever your bot is deployed in NLX, a default flow is auto-created in your Twilio Studio account. This flow is created for every bot you deploy. The deployment creates the initial default flow; however, if you wish to make further customizations, be sure to make changes in both NLX and Twilio Studio flows.
Optional: Twilio Flex agent escalation
Agent escalation is not managed within NLX. You may customize this in your Twilio Studio account, which can be controlled by the "Send to Flex" widget found in each Twilio Studio Flow that's automatically created during bot deployment. The NLX bot sends the appropriate action to Twilio, and it will respond accordingly.
Optional Twilio Voice fields
Custom conversation timeout: Allows you to specify the time (in minutes) when a conversation will time out
Escalation: Select from an escalation integration set up under your workspace Settings for optional agent transfer
Twilio Fulfillment Lambda endpoint: Allows you to override the Fulfillment Lambda set in the Twilio integration. This is needed to deploy a bot that can escalate to Twilio Voice and is pulled from the channel if it is there. Otherwise, it is pulled from the integration. Setting it in either of these is required to deploy a Voice bot. If neither is set, then the deployment will fail.
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