Aggregate conversation data with Conversation Insights

In this guide, you'll use Conversation Insights to discover available data and aggregate your conversation metrics.

Prerequisites

Complete the prerequisites:

Create a Twilio account.
Store your Twilio credentials in environment variables.
Set up Conversation Orchestrator with at least one conversation.

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Info

Insights data becomes available approximately 15 minutes after conversation events.

Discover available data

Before querying, use the Metadata API to see what measures and dimensions are available.

Send a GET request to the Metadata endpoint:

Retrieve available measures and dimensions

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID at twilio.com/console
5// Provision API Keys at twilio.com/console/runtime/api-keys
6// and set the environment variables. See http://twil.io/secure
7// For local testing, you can use your Account SID and Auth token
8const accountSid = process.env.TWILIO_ACCOUNT_SID;
9const apiKey = process.env.TWILIO_API_KEY;
10const apiSecret = process.env.TWILIO_API_SECRET;
11const client = twilio(apiKey, apiSecret, { accountSid: accountSid });
12
13async function fetchMetadata() {
14  const metadata = await client.insights.v3.metadata.fetch();
15
16  console.log(metadata.domain);
17}
18
19fetchMetadata();

The response includes a list of cubes, each with its available measures and dimensions.

1{
2  "domain": "Conversations",
3  "cubes": [
4    {
5      "name": "Conversation",
6      "description": "Contains aggregated conversation event data",
7      "measures": [
8        {
9          "name": "Conversation.Count",
10          "type": "number",
11          "aggregation": "countDistinct",
12          "description": "The count of unique conversations"
13        }
14      ],
15      "dimensions": [
16        {
17          "name": "Conversation.ConversationId",
18          "type": "string",
19          "description": "The unique identifier for the conversation"
20        }
21      ]
22    }
23  ]
24}

Aggregate total conversation count

To get the total conversation count, make a POST request to the Query endpoint.

Query total conversation count

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID at twilio.com/console
5// Provision API Keys at twilio.com/console/runtime/api-keys
6// and set the environment variables. See http://twil.io/secure
7// For local testing, you can use your Account SID and Auth token
8const accountSid = process.env.TWILIO_ACCOUNT_SID;
9const apiKey = process.env.TWILIO_API_KEY;
10const apiSecret = process.env.TWILIO_API_SECRET;
11const client = twilio(apiKey, apiSecret, { accountSid: accountSid });
12
13async function createQueryResults() {
14  const query = await client.insights.v3.query.create({
15    domain: "Conversations",
16    query: {
17      measures: ["Conversation.Count"],
18      filters: [
19        {
20          expressions: [
21            {
22              op: "GT",
23              field: "Conversation.CreatedDate",
24              values: ["2026-04-02"],
25            },
26          ],
27        },
28      ],
29    },
30  });
31
32  console.log(query.domain);
33}
34
35createQueryResults();

The response includes your aggregated data:

1{
2  "domain": "Conversations",
3  "items": [
4    {
5      "Conversation.Count": "2"
6    }
7  ],
8  "meta": {
9    "key": "items",
10    "nextToken": null,
11    "pageSize": 50,
12    "previousToken": null
13  }
14}

Add dimensions

Query conversations grouped by dimensions. This example counts conversations by status:

Query conversation count by status

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID at twilio.com/console
5// Provision API Keys at twilio.com/console/runtime/api-keys
6// and set the environment variables. See http://twil.io/secure
7// For local testing, you can use your Account SID and Auth token
8const accountSid = process.env.TWILIO_ACCOUNT_SID;
9const apiKey = process.env.TWILIO_API_KEY;
10const apiSecret = process.env.TWILIO_API_SECRET;
11const client = twilio(apiKey, apiSecret, { accountSid: accountSid });
12
13async function createQueryResults() {
14  const query = await client.insights.v3.query.create({
15    domain: "Conversations",
16    query: {
17      measures: ["Conversation.Count"],
18      dimensions: ["Conversation.ConversationStatus"],
19      filters: [
20        {
21          expressions: [
22            {
23              op: "GT",
24              field: "Conversation.CreatedDate",
25              values: ["2026-04-02"],
26            },
27          ],
28        },
29      ],
30    },
31  });
32
33  console.log(query.domain);
34}
35
36createQueryResults();

The response groups results by status:

1{
2  "domain": "Conversations",
3  "items": [
4    {
5      "Conversation.ConversationStatus": "ACTIVE",
6      "Conversation.Count": "15"
7    }
8  ],
9  "meta": {
10    "key": "items",
11    "nextToken": null,
12    "pageSize": 50,
13    "previousToken": null
14  }
15}

Count operator results

Query operator results to analyze intelligence operators run on your conversations. This example counts operator results grouped by operator name:

Query operator result count by operator name

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID at twilio.com/console
5// Provision API Keys at twilio.com/console/runtime/api-keys
6// and set the environment variables. See http://twil.io/secure
7// For local testing, you can use your Account SID and Auth token
8const accountSid = process.env.TWILIO_ACCOUNT_SID;
9const apiKey = process.env.TWILIO_API_KEY;
10const apiSecret = process.env.TWILIO_API_SECRET;
11const client = twilio(apiKey, apiSecret, { accountSid: accountSid });
12
13async function createQueryResults() {
14  const query = await client.insights.v3.query.create({
15    domain: "Conversations",
16    query: {
17      measures: ["OperatorResult.Count"],
18      dimensions: ["OperatorResult.OperatorName"],
19      filters: [
20        {
21          expressions: [
22            {
23              op: "GT",
24              field: "OperatorResult.CreatedDate",
25              values: ["2026-04-02"],
26            },
27          ],
28        },
29      ],
30    },
31  });
32
33  console.log(query.domain);
34}
35
36createQueryResults();

The response groups results by operator name:

1{
2  "domain": "Conversations",
3  "items": [
4    {
5      "OperatorResult.Count": "168",
6      "OperatorResult.OperatorName": "Sentiment"
7    }
8  ],
9  "meta": {
10    "key": "items",
11    "nextToken": null,
12    "pageSize": 1,
13    "previousToken": null
14  }
15}

Filter by Knowledge Base

Query operator results that used a specific Knowledge Base. This example retrieves conversations and operator names filtered by Knowledge Base ID:

Query operator results filtered by Knowledge Base ID

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID at twilio.com/console
5// Provision API Keys at twilio.com/console/runtime/api-keys
6// and set the environment variables. See http://twil.io/secure
7// For local testing, you can use your Account SID and Auth token
8const accountSid = process.env.TWILIO_ACCOUNT_SID;
9const apiKey = process.env.TWILIO_API_KEY;
10const apiSecret = process.env.TWILIO_API_SECRET;
11const client = twilio(apiKey, apiSecret, { accountSid: accountSid });
12
13async function createQueryResults() {
14  const query = await client.insights.v3.query.create({
15    domain: "Conversations",
16    query: {
17      dimensions: [
18        "OperatorResult.ConversationId",
19        "OperatorResult.OperatorName",
20        "OperatorResult.KnowledgeBaseId",
21      ],
22      filters: [
23        {
24          op: "AND",
25          expressions: [
26            {
27              op: "GT",
28              field: "OperatorResult.CreatedDate",
29              values: ["2026-04-10"],
30            },
31            {
32              op: "EQ",
33              field: "OperatorResult.KnowledgeBaseId",
34              values: ["know_knowledgebase_xxxxxxxxxxxxxxxxxxxxxxxxxxxx"],
35            },
36          ],
37        },
38      ],
39    },
40  });
41
42  console.log(query.domain);
43}
44
45createQueryResults();

The response returns operator results filtered by the specified Knowledge Base:

1{
2  "domain": "Conversations",
3  "items": [
4    {
5      "OperatorResult.ConversationId": "conv_conversation_xxxxxxxxxxxxxxxxxxxxxxxxxxxx",
6      "OperatorResult.OperatorName": "Sentiment",
7      "OperatorResult.KnowledgeBaseId": "know_knowledgebase_xxxxxxxxxxxxxxxxxxxxxxxxxxxx"
8    }
9  ],
10  "meta": {
11    "key": "items",
12    "nextToken": null,
13    "pageSize": 1,
14    "previousToken": null
15  }
16}

Next steps

To learn more about Conversation Insights, see the following resources:

Data model: understand cubes, measures, and dimensions.
Query syntax: learn how to construct complex queries with filters, ordering, and pagination.