Twilio Voice

Learn to set up a Twilio Voice communication channel for your bot in NLX's Dialog Studio

The Twilio Voice channel requires a one-time integration in your workspace before a channel can be created for your bot.

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:

  1. Go to the Phone Numbers section of your Twilio account

  2. Select Manage > Active numbers

  3. Go to the details for one of your Active numbers

  4. 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 Dialog Studio, create a Twilio Voice channel for your bot under the Channels tab:

Due to your one-time integration at the workspace level, whenever your bot is deployed in Dialog Studio, 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 Dialog Studio and Twilio Studio flows.

Optional: Twilio Flex agent escalation

Agent escalation is not managed within Dialog Studio. 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 Dialog Studio 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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