{"id":18038,"date":"2018-02-02T11:00:43","date_gmt":"2018-02-02T11:00:43","guid":{"rendered":"http:\/\/developer.kore.ai\/v9-1\/?post_type=docs&p=13204"},"modified":"2021-05-05T07:02:56","modified_gmt":"2021-05-05T06:02:56","slug":"adding-the-twilio-voice-channel","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v9-1\/docs\/bots\/channel-enablement\/adding-the-twilio-voice-channel\/","title":{"rendered":"Adding the Twilio Voice Channel"},"content":{"rendered":"
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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<\/em> accounts. To add the Twilio Voice channel to your bot, you must:<\/p>\n

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  1. Get a Twilio Number <\/b>– To enable Twilio Voice channel, create a Twilio phone number to associate with this bot.<\/li>\n
  2. Set Up Integration <\/b>– To set up the integration, create a TwiML<\/em> App and get Webhook URL<\/strong> details from Configurations<\/strong> tab of Twilio Voice channel page to enter it in the Request URL<\/strong> for Voice to activate the channel.<\/li>\n
  3. Associate TwiML App with Twilio Phone Number <\/b>– To associate TwiML App with Twilio Phone Number, configure your preferred active Twilio number with TwiML App.<\/li>\n
  4. Optional Configuration to Set Up Agent Transfe<\/b>r<\/strong> – To use Agent Transfer functionality, set up the Kore.ai Agent Transfer SDK.<\/li>\n
  5. Enable Channel<\/b> – Once you set up the integration and complete configuration, enable the channel.<\/li>\n<\/ol>\n
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    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:<\/p>\n

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    1. Enterprise bots that require user\u2019s authorization to communicate with the bot are not supported on Twilio Voice.<\/li>\n
    2. Tasks that require user\u2019s authorization to communicate with external systems must not be included.<\/li>\n
    3. Webhook Nodes work asynchronously and are currently not supported on Twilio Voice.<\/li>\n
    4. Use only dialog tasks for best user experience on Twilio Voice channel.<\/li>\n
    5. Ensure that the bot responses you configure for Twilio Voice are brief, plain text messages only.<\/li>\n
    6. Bot receives user\u2019s voice response from Twilio Voice only after few moments of silence at user\u2019s end and this can appear as a lag to the end-user.<\/li>\n<\/ol>\n<\/div>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n
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      Prerequisites<\/span><\/h2>\n
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      1. Log in to your Twilio Voice account<\/a> to create a new Twilio number to associate with your bot.<\/li>\n
      2. To get a Twilio Number:\n
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        1. Go to the Products and Services<\/b> menu and select Phone Numbers<\/b>.<\/li>\n
        2. Create a new Twilio phone number to associate with this bot. If you already have a Twilio phone number that you want to associate with this bot, then you can proceed to the next steps.
          \n          \"\"<\/a>Note that the image may change depending on your Twilio account type.<\/li>\n<\/ol>\n<\/li>\n
        3. To set up the integration:\n
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          1. Go to the Tools<\/b> section of the Phone Numbers<\/b> menu.<\/li>\n
          2. Select TwiML Apps<\/b> to create a new TwiML App.<\/li>\n
          3. Enter a name for the app and copy the Webhook URL<\/strong> from the Configurations<\/strong> tab of the Twilio Voice Channel page and enter in the Request URL<\/b> for Voice.<\/li>\n
          4. Click Save<\/b> to complete the app creation.
            \n            \"\"<\/a><\/li>\n<\/ol>\n<\/li>\n
          5. To associate TwiML App with Twilio Phone Number:\n
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            1. Go to the Manage Numbers<\/b> menu under Phone Numbers<\/strong>.<\/li>\n
            2. From Active Numbers<\/b> section, select the number you want to associate the TwiML App.
              \n              \"\"<\/a><\/li>\n
            3. Under Voice & Fax<\/b> section, select TwiML App<\/b> as the choice in Configure With<\/b> field.<\/li>\n
            4. A new field TWIML APP<\/b> is displayed. Select the app you have configured in the previous steps.<\/li>\n
            5. Click Save<\/strong> to complete this app association.<\/li>\n<\/ol>\n<\/li>\n
            6. Optionally, you can also set up Agent Transfer<\/b> functionality to transfer the user\u2019s call conversation to another Twilio number. For this, you must configure the Kore.ai Agent Transfer SDK.\n
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              1. Download the Agent Transfer SDK<\/b> from the Kore.ai GitHub repository and define data.message<\/em>, transferCallToAgent<\/em> and agentPhonenumber<\/em> parameters.\n