Observations endpoints
Legal information
Conversation Memory, including the APIs, may use artificial intelligence or machine learning technologies and is subject to the terms of the Predictive and Generative AI/ML Features Addendum. For more details on AI usage and data, see the AI Nutrition Facts.
Conversation Memory is not a HIPAA Eligible Service or PCI compliant and should not be enabled in workflows that are subject to HIPAA or PCI.
Conversation Memory is not intended for use with sensitive information about individuals. Twilio does not control what information comes from conversation channels and relies on you to ensure the data in customer profiles aligns with our acceptable use policy. Twilio does have limited guardrails in the form of a prompt exclusion that is designed to provide a minimal screening against inclusion of GDPR special category data. As a reminder our profile technology uses generative artificial intelligence. Because generative artificial intelligence can make mistakes, review all outputs to ensure that the profile is correct.
Conversations products are only available in the new Twilio Console. If your account hasn't been migrated, you'll be redirected to the legacy Console where these products won't appear.
Observations are small contextual text snippets automatically extracted from conversations that run through Conversation Orchestrator. They capture useful details like customer preferences, stated needs, and plans/intentions discussed in the conversation, then write that context back to the customer’s profile. Observations evolve with each new conversation, updating and enhancing existing details.
Observation generation is triggered when a conversation reaches the Closed or Inactive state. To adjust when conversations reach those states, update the lifecycle rules in the Conversation Orchestrator configuration.
Create Observations
List Observations
Retrieve Observation
List Observation Revisions