An Interactive Voice Response (IVR) system is critical in reducing operational costs, and increasing customer satisfaction. This blog post will show you how you can build your own API to templatize and deploy a custom IVR system with Twilio Studio.

Twilio Studio is our no-code visual editor for building, editing and managing workflows. Studio is used by Twilio customers of all kinds and sizes to build everything from order notifications, to conversational IVRs, to survey tools and SMS-enabled chatbots.

This project was originally built by our team as part of an internal hackathon. Our team's goal was to enable businesses to think outside the box on how our no-code Studio application could be used to help ISV partners build enterprise grade solutions. The API we're showcasing in this blog post was accompanied by a web form where users can sign up and select which IVR flows they would like to …

While building an IVR in Twilio Studio, you may run into a scenario in the flow logic that could be better handled or enhanced by incorporating conversational AI. For example, a sick patient calls a medical office and selects the IVR option to get medical advice, but still needs to describe their symptoms to get detailed help. Or, a cyclist calls their local shop, gets routed to the mechanical department, then needs to schedule a time to get their bike fixed. The caller is routed to the correct department, then describes their unique intent to the voice agent, and a natural language processing (NLP) platform picks out key words and phrases from the conversation to determine exactly what they need.

Blending a static decision tree with a conversational bot can solve a wide range of customer needs, from common requests to detailed problem solving. Callers will appreciate getting detailed medical …

In my last blog post on Airtable, I showed how to send a text message in under one minute with no code using the Send SMS Airtable App--but did you know that you can also write scripts in Airtable and make automations that run in a variety of intervals? In this post you’ll learn to automate text messages from Airtable using Twilio Studio and JavaScript.

Prerequisites

• A Twilio account - sign up for a free one here and receive an extra $10 if you upgrade through this link
• Your Twilio Account SID and Auth Token: find it in your account console here
• API Key SID and API Key Secret: generate them here
• A Twilio number with SMS capabilities (this quickstart will help you get going)
• An Airtable …

Uno de los casos de uso más comunes en nuestra solución de Twilio Flex es habilitar el canal de WhatsApp, y generalmente lo que se hace es iniciar una conversación desde un flujo de conversación en Studio que luego dará paso a una conversación con un agente en Twilio Flex; para ello es necesario usar el Widget de “Send to Flex” en Twilio Studio.

Este Widget generalmente requiere de configuración extra para que funcione.

En este tutorial, vamos a listar el paso a paso para configurar el widget correctamente para transferir chats de WhatsApp desde un flujo de Twilio Studio a Twilio Flex, complementando los pasos descritos en Twilio Flex y WhatsApp en minutos, para casos de uso en los cuales se quiera implementar un BOT antes de transferir el chat a un agente humano en Twilio Flex.

Adicionalmente, estos pasos resuelven el error "SendToFlexWidget is not supported for …

Um dos casos de usos mais comuns na nossa solução de Twilio Flex é habilitar o canal de WhatsApp, e geralmente o que se faz é iniciar uma conversa desde um fluxo do Twilio Studio que permitirá fazer o transbordo para um agente no Twilio Flex utilizando apenas o Widget de Send to Flex no Studio, porém esse Widget geralmente requer uma configuração extra para funcionar.

Nesse tutorial, vamos detalhar o passo a passo para configurar o Widget corretamente para transferir chats do WhatsApp para o Flex a partir de um fluxo do Twilio Studio, complementando os passos descritos em API para WhatsApp da Twilio com o Twilio Flex em Apenas Alguns Minutos para casos de uso nos quais precise implementar um chatbot antes de realizar o transbordo para um atendente no Twilio Flex.

Adicionalmente, esse tutorial resolve a possível mensagem de erro SendToFlexWidget is not supported for this channel/trigger …

If you are part of a team that ensures the smooth operation of a contact center, you may be tasked with planning for the unknown. Surprises or rapidly changing situations are times when the value of a cloud-based voice solution shows through. In the case of an emergency — such as a weather-related closure, a facilities problem, or a personnel challenge — you may need to remotely activate a temporary change to your voice responder.

In this article, I will use Twilio’s IVR solution to create an emergency outage message that can play for incoming callers, notifying them of an unmanned queue. This message can save customers time and frustration and give you space to ensure the health and safety of your team. If you follow along with me through the steps I present here, you’ll have a working outage message for your selected Twilio phone numbers.

Tutorial prerequisites

To …

In this post, you will learn how to set up a Discord bot connected to Flex so agents can chat directly with customers on that platform, while pulling in sentiment analysis of previous messages. You will learn how to use IBM’s Tone Analyzer API and Segment to calculate a user’s sentiment from their texts in a Discord channel.

Originally this project was created as a part of the 2021 Solutions Engineering Hackathon. We pared our original project down to the following for simplicity’s sake and to distill the project’s essence, which is to help contact center teams interact with customers directly in Discord. To see the original contents of the project, see this Github repo.

To see a demo of the original project and background on why we chose Discord, check out this quick video below.

If you’ve built a chatbot or application flow with Twilio Studio, an integral part of bringing your app into production is being able to store relevant user data and access data you need to remit to your user. This means you need a database.

In this article, you’ll learn how to use Twilio Functions and Node.js to store and access data in an Airtable base. This article builds off the specific example project created in Build a Trick or Treat Chatbot with Twilio Studio and Functions, and Node.js.

To follow along step by step with this article, having built the Trick or Treat chatbot will be required, but if not, have no fear! This article contains valuable information about connecting with and using the Airtable API with Node.js for all readers.

Prerequisites

To get started with this tutorial, you’ll need the following:

• A free Twilio account ( …

With Halloween around the corner, I decided I wanted to build a chatbot to help people find trick or treat locations in their neighborhood. The idea was that a user could send an SMS to the chatbot’s phone number and interact with the bot to either find trick or treat locations, or add their location to the list of places giving out candy or hosting spooky events.

In this article, you’ll learn how to build a chatbot like mine that you can customize however you like.

Prerequisites

To get started with this tutorial, you’ll need the following:

• Node.js installed on your machine, along with a package manager like npm or yarn
• A free Twilio account (sign up with this link and get $10 in free credit when you upgrade your account)
• A Twilio phone number

Overview of the chatbot architecture

The chatbot you’re about to build will use the …