Twilio Integration

Integrate Twilio for voice communications and SMS messaging capabilities.

Twilio Overview

Supported Services

• Voice Calls: Inbound and outbound calling
• SMS Messaging: Text message support
• Video Calls: Video communication (if enabled)
• Conference Calls: Multi-party conversations
• Call Recording: Conversation recording and storage

Key Features

• Global phone number provisioning
• Advanced call routing and IVR
• Real-time call analytics
• Programmable voice and messaging
• Scalable infrastructure

Setup Process

1. Twilio Account Configuration

1. Create or access Twilio account
2. Purchase phone numbers for your regions
3. Generate API credentials (Account SID, Auth Token)
4. Configure webhook endpoints

2. eeV.ai Integration Setup

1. Navigate to Integrations > Communication
2. Select Twilio integration
3. Enter Twilio credentials:
   • Account SID
   • Auth Token
   • Phone Numbers
4. Configure webhook URLs

3. Voice Configuration

• IVR Setup: Interactive Voice Response menus
• Call Routing: Direct calls to appropriate agents
• Recording Settings: Enable/disable call recording
• Voicemail: Configure voicemail handling

Voice Features

Inbound Calls

Call Flow

1. Customer dials your Twilio number
2. IVR menu presents options
3. Call routed to available agent
4. Conversation handled in eeV.ai interface
5. Call details logged automatically

IVR Configuration

• Welcome Message: Greeting and menu options
• Menu Structure: Hierarchical option tree
• Agent Routing: Skills-based or round-robin
• Queue Management: Hold music and position announcements

Outbound Calls

• Click-to-Call: Initiate calls from eeV.ai
• Scheduled Callbacks: Automated callback scheduling
• Campaign Calls: Bulk outbound calling
• Call Scripting: Guided conversation flows

Call Management

During Calls

• Call Transfer: Move to another agent
• Conference: Add additional participants
• Hold/Mute: Call control options
• Notes: Real-time call annotations

Call Recording

• Automatic Recording: All calls recorded by default
• Selective Recording: Record specific calls
• Storage Options: Cloud or local storage
• Playback Interface: Review recordings in eeV.ai

SMS Features

Text Messaging

• Two-way SMS: Send and receive text messages
• Bulk Messaging: Send to multiple recipients
• Message Templates: Pre-defined message formats
• Delivery Tracking: Message status monitoring

SMS Automation

• Auto-responses: Immediate reply to incoming SMS
• Scheduled Messages: Time-based message sending
• Keyword Responses: Trigger-based automated replies
• Opt-out Management: Unsubscribe handling

Analytics and Reporting

Call Analytics

• Call Volume: Inbound/outbound call statistics
• Duration Analysis: Average call length
• Wait Times: Queue and response time metrics
• Agent Performance: Individual agent statistics

Quality Metrics

• Call Quality Scores: Audio quality assessment
• Customer Satisfaction: Post-call surveys
• First Call Resolution: Resolution rate tracking
• Abandonment Rates: Dropped call analysis

Advanced Configuration

Geographic Routing

• Local Numbers: Provision numbers in multiple countries
• Caller ID: Display appropriate local numbers
• Time Zone Handling: Route based on business hours

Integration Features

• CRM Sync: Automatic contact lookup
• Screen Pop: Display customer information on call
• Call Logging: Automatic activity recording
• Workflow Triggers: Automated actions based on calls

Best Practices

Call Handling

• Answer calls promptly (within 3 rings)
• Use professional greetings
• Maintain clear audio quality
• Document call outcomes

System Optimization

• Monitor call quality regularly
• Optimize IVR menu structure
• Train agents on call handling procedures
• Review and update routing rules