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Studio posts

  • By Tilde Thurium
    Weiterleiten von SMS und Anrufen über eine alternative Telefonnummer Weiterleiten von SMS und Anrufen über eine alternative Telefonnummer

    Die Balance zwischen Privatsphäre und Komfort kann schwierig sein. Heute zeige ich Ihnen, wie Sie mit Twilio Nachrichten und Anrufe weiterleiten, sodass Sie Ihren Kontakten eine alternative Telefonnummer aushändigen können, unter der Sie erreichbar sind, während Ihre echte Telefonnummer geheim bleibt.

    Es gibt viele Gründe, warum Sie Ihre echte Telefonnummer vielleicht verbergen möchten:

    • Transaktionen mit Fremden im Internet wie Kauf/Verkauf auf Ebay Kleinanzeigen
    • Sie möchten Ihren Lieferanten und Kunden eine Nummer geben, unter der sie Sie erreichen können
    • Angabe einer Telefonnummer auf Ihrer Visitenkarte

    Voraussetzungen zum Erstellen einer Weiterleitungsnummer

    • Ein Twilio-Konto (melden Sie sich für ein kostenloses Konto hier an).
    • Eine Twilio-Telefonnummer mit SMS- und Sprachfunktionen
    • Eine Telefonnummer, an die Sie Anrufe und Nachrichten weiterleiten möchten. Für den Rest dieses Beitrags sprechen wir der Einfachheit halber von Ihrer Handynummer. Es kann aber auch eine beliebige Nummer mit SMS- und Sprachfunktionen sein.
    • Ein Freund mit einer SMS-fähigen Telefonnummer, der Ihnen beim …
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  • By Sarah Johnson
    Twilio Studioを利用し、コーディングなしでIVRフローを構築する No Coding IVR Studio Hero JP

    この記事はSarah Johnsonこちらで公開した記事(英語)を日本語化したものです。

    通話のルーティングに関して、様々なニーズがありえます。例えば、個人の電話番号をWebサイトに載せたくはないが、サイトに掲載する番号用と個人用の2台を所有するというのも気が進まないでしょうから、問い合わせの受け口としての番号(050等の番号)から個人の番号へルーティング(転送)が設定できるといいですよね。その際、コーディング(プログラミング)を伴わずに、グラフィカルなツールでルーティングが設計でき、迅速な導入・運用が可能であれば、さらに最高ですよね。

    本稿は、このようなニーズをお持ちの読者を対象としています。以下では、Twilio Studioを活用し、本稿用に予め用意されているツールを用いてIVR(電話応答フローの処理ツリー)を設計する方法を解説します。開発(プログラミング)の専門知識は不要ですので、安心して読み進めてください。

    IVR(自動音声応答)とは

    自動音声応答(IVR)とは、電話システムに関連する自動化テクノロジーで、これを使用することにより、通話の発信者は1つの電話番号を経由して、状況や選択に応じて、異なる情報または複数の人々にアクセスできるようになります。IVRシステムはキーパッド上のボタン押下等のやり取りを通じて通話者から情報収集を行い、収集情報に基づいて通話を適切に処理(例: お待たせ、ルーティング、転送、切断)します。IVRでは、「技術支援の …

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  • By Mark Marshall
    How to Make Twilio Flex WebChat Interactive interactive_webchat_hero

    In this post, we'll take a look at how you can bring clickable buttons, drop-downs, and calendars into Twilio Flex WebChat. Interactive elements can be leveraged during automated exchanges with bots as well as during agent interactions. You can use them to deliver more engaging experiences, elicit clear and quick responses, guide customers down a set of predictable pathways, or standardise formatting of inputs such as dates and times.

    Images of Flex WebChat showing clickable elements

    Prerequisites

    Getting Started

    Before we get into the implementation, make sure you've done the following.

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  • By Sarah Johnson
    How to Build a Studio IVR Flow with No Coding Experience No Coding IVR Studio Hero

    Do you have call routing needs? Don’t want your personal phone number on your website but also don’t want to carry two phones? Need low code and fast deployment?

    Well, you’ve come to the right place! This blog post will walk you through how to leverage Twilio Studio to create an IVR (phone tree) with a pre-built UI, no development expertise needed!

    What is IVR?

    Interactive Voice Response (IVR) is an automated phone system technology business use to allow callers to access different information or multiple people via one phone number. The system interacts with callers, gathers information from them, and then routes their call based on said information. IVRs can be as simple as “press 1 for technical assistance, press 2 for sales, press 0 to speak to the operator” or can be more complicated like flight lookups and changes when you call an airline.

    IVRs are a fantastic …

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  • By Bruno Kilian
    Transfer Calls Back to Your IVR from Flex Transfer into the IVR from Flex Hero

    We have all faced the scenario where we called a company, but talked with the wrong agent.

    Maybe we wanted to talk to Sales, but the Service team picked the call up – probably because we selected the wrong option while in the IVR.

    To tackle the scenario, agents will typically say, “please call us again, and press 2-4-1 to get to the correct department”. Or, perhaps, agents could transfer us to another department or queue but want to ensure that some parts of the IVR are still followed and tell us to hit a button sequence. And in yet another scenario, we may be offered the choice to follow a self-serve branch that may be more efficient for both the customer and the agent.

    This blog post will show you a step-by-step way to provide a better customer experience by allowing an agent to transfer a customer to the …

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  • By Lizzie Siegle
    How to Make a Wordle Solver with Twilio Serverless, Studio, and SMS wordle solver

    Like many word nerds and puzzle lovers, I am obsessed with Wordle, a word puzzle game created by Brooklyn-based software engineer Josh Wardle for his word game-loving partner. I made a Wordle version over SMS with Twilio Serverless to play even more Wordle, but sometimes, I get stuck while playing. Read on to learn how to build a SMS Wordle solver using Twilio Studio, Twilio Functions, the Twilio Serverless Toolkit, and the Datamuse API to find words given a set of constraints, or test it out by texting anything to +18063046212!

    This was built with my coworker Craig Dennis on my Twitch channel.

    textexample

    Want a brief overview of how it's built? Check out this Tiktok!

    Prerequisit …

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  • By Dan Bartlett
    Outgoing Voice Call FROM Number Selection for Studio Flows using Twilio Functions Voice Call Outgoing From Number Banner

    Selecting the "From" number to use for voice solutions within a single country is straightforward because there is typically just one phone number. However, many voice solutions need to make calls across the globe, and the optimal customer experience for these outgoing calls is to provide localized "From" numbers. For globalized voice solutions making outgoing calls, we recommend that customers implement a process for selecting FROM numbers based on the specific TO number for each call.

    While you could certainly build a solution internally to select FROM numbers before making API calls to Twilio to initiate outgoing calls, this blog post outlines a solution that uses Twilio Functions to handle FROM number selection on-the-fly. This solution also uses Twilio Lookup to determine the country code for each TO number and also validate the TO number format before initiating the outgoing call.

    FROM number selection is relevant to any solution that …

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  • By Samuel Eddy
    Forward Voicemail Recordings to Email w/ Studio, Functions, & SendGrid Studio Forward Emails

    While the Voicemail Twimlet has email forwarding built in, many Twilio customers find it limiting and ask if there's a way to forward recordings to email without the Twimlet or a web server.

    This document shows how to forward voicemail recordings to email using Twilio Studio, Functions, and SendGrid.

    Things you'll need

    In order to follow this tutorial, you will need:

    SendGrid Account

    In order to use the SendGrid API to send emails we need a SendGrid API key. Create a SendGrid account (if you don't have one already), confirm your email address, then head to the API Keys area in the SendGrid dashboard and create an API Key with Full Access.

    Be sure to save the API Key Secret to your notepad.

    Create a new API key in SendGrid


    Verified Sender

    You also need to verify one …

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  • By Kyle Chan
    Creating IVR Templates with Twilio Studio IVR_Studio_Header.png

    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 …

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  • By Krista Goralczyk
    Passing Context from Google Dialogflow to Twilio Studio (Or, There and Back Again) Studio and Dialogflow diagram

    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 …

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