Inbound call center guides

Evaluate Twilio features and products that support inbound call centers to determine which ones are right for your needs.

Learn how to plan and build standalone, functional Twilio Programmable Voice components. Combine components to create an inbound call center.

• Respond to incoming phone calls: Use the <Say> TwiML verb to play a text-to-speech message for an incoming call.
• Gather user input: Use <Gather> to let callers navigate menus with their keypad.
• Record calls: Capture audio from calls for quality assurance or compliance.
  • Record single side of a call.
• Collect payments with Stripe: Use the <Pay> TwiML verb to securely collect payment information from callers.
  • Use a generic pay connector.
• Conference Calling: Host multi-party calls.

• Build IVR phone trees: Create more complex menus to route callers to the right department.
• Voice Recording settings: Configure account-wide settings for voice recordings, including external storage and encryption.
• Voice recording encryption: Encrypt your voice recordings with your own public key for additional security.
• WhatsApp Business Calling: Accept inbound calls from customers on WhatsApp.
• Modify calls in progress: Redirect or update active calls programmatically.
• Share information between your applications: Pass metadata between your backend and client-side applications using custom parameters at call connection time.
• Queue Calls: Place callers in a queue when all agents are busy, and connect them when an agent is available.
• Failover Best Practices: Ensure your call center remains operational during outages.
• Emergency Calling: Connect callers to emergency services.
  • Emergency Calling for SIP Interfaces.

SIP for Programmable Voice: Connect your SIP-enabled equipment to the Twilio platform.

• Send inbound SIP to Twilio
• Send inbound SIP REFER to Twilio
• Encrypt inbound SIP calls with Secure Media
• Use a private SIPconnection with Twilio Interconnect
• Add programmability to your existing SIP network

Troubleshoot issues with inbound call centers.

Maintain and monitor your app and inbound calls.