To add Twilio Voice as a channel to your Kore.ai bot, you must get a Twilio phone number and set up webhook integration to communicate with the bot. Adding the Twilio Voice channel to your Kore.ai bot allows end users of your bot to interact with your bot using their Twilio Voice accounts. To add the Twilio Voice channel to your bot, you must:
- Get a Twilio Number – To enable Twilio Voice channel, create a Twilio phone number to associate with this bot.
- Set Up Integration – To set up the integration, create a TwiML App and get Webhook URL details from Configurations tab of Twilio Voice channel page to enter it in the Request URL for Voice to activate the channel.
- Associate TwiML App with Twilio Phone Number – To associate TwiML App with Twilio Phone Number, configure your preferred active Twilio number with TwiML App.
- Optional Configuration to Set Up Agent Transfer – To use Agent Transfer functionality, set up the Kore.ai Agent Transfer SDK.
- Enable Channel – Once you set up the integration and complete configuration, enable the channel.
Note: Twilio Voice must be enabled for bots that are specifically built to work on voice-based channels. Review the following constraints before enabling Twilio Voice as a channel for this bot:
- Enterprise bots that require user’s authorization to communicate with the bot are not supported on Twilio Voice.
- Tasks that require user’s authorization to communicate with external systems must not be included.
- Webhook Nodes work asynchronously and are currently not supported on Twilio Voice.
- Use only dialog tasks for best user experience on Twilio Voice channel.
- Ensure that the bot responses you configure for Twilio Voice are brief, plain text messages only.
- Bot receives user’s voice response from Twilio Voice only after few moments of silence at user’s end and this can appear as a lag to the end-user.
Edit Twilio Voice Channel
To edit the Twilio Voice channel, follow the below steps:
- Hover over the channel to modify and click the Settings icon to display the command menu as shown in the following image.
Select one of the following commands to modify the channel:
- Disable/Enable – Click Disable to temporarily disable the use of the Twilio Voice for your bot. To enable the use of the Twilio Voice channel, Click Enable.
- Delete – Click Delete. On the Delete Confirmation dialog box, click OK to permanently delete the bot channel configuration.
Warning: This operation is permanent and cannot be undone.