# Self-service automation guides

Use Twilio Programmable Voice to build self-service automation. For example, you can programmatically respond to incoming phone calls, gather user input, record calls, and take payments without needing a person to answer the phone.

## Evaluate

Evaluate Twilio features and products that support self-service automation to determine which ones are right for your needs.

#### CLICK TO EXPAND

* **[Voice Insights](/docs/voice/voice-insights)**: Monitor and analyze call events, call quality, and more.
* **[Conversation Intelligence (classic)](/docs/conversation-intelligence-classic)**: Use AI to analyze and extract insights from customer conversations.
* **[Payment Card Industry (PCI) Mode](/docs/voice/pci-workflows)**: Redact sensitive payment details captured using Twilio Programmable Voice and the `<Pay>` TwiML verb.
* **[SIP for Programmable Voice](/docs/voice/api/sip-interface)**: Use your existing SIP communications infrastructure with Twilio.
* **[Event Streams](/docs/events)**: Get a unified event stream and have it piped directly into your data infrastructure.

## Plan and build

Learn how to plan and build standalone, functional Twilio Programmable Voice components. Combine components to create a self-service automation app.

### Basic

* **[Respond to incoming phone calls](/docs/voice/tutorials/how-to-respond-to-incoming-phone-calls)**: Use the `<Say>` TwiML verb to play a message to a caller.
* **[Gather user input](/docs/voice/tutorials/how-to-gather-user-input-via-keypad)**: Use `<Gather>` to let callers navigate menus with their keypad.
* **[Record calls](/docs/voice/tutorials/how-to-record-phone-calls)**: Capture audio from calls for quality assurance or compliance.
  * [Record single side of a call](/docs/voice/tutorials/how-record-single-side-call).
* **[Collect payments with Stripe](/docs/voice/tutorials/how-capture-your-first-payment-using-pay)**: Use the `<Pay>` TwiML verb to securely collect payment information from callers.
  * [Use a generic pay connector](/docs/voice/tutorials/how-to-capture-payment-during-a-voice-call-generic-pay-connector).

### Advanced

* **[Build IVR phone trees](/docs/voice/tutorials/build-interactive-voice-response-ivr-phone-tree)**: Create more complex menus to route callers to the right department.
* **[Voice Recording settings](/docs/voice/recording-settings)**: Configure account-wide settings for voice recordings, including external storage and encryption.
* **[Voice recording encryption](/docs/voice/tutorials/voice-recording-encryption)**: Encrypt your voice recordings with your own public key for additional security.
* **[Modify calls in progress](/docs/voice/tutorials/how-to-modify-calls-in-progress)**: Redirect or update active calls programmatically.
* **[Share information between your applications](/docs/voice/how-share-information-between-your-applications)**: Pass metadata between your backend and client-side applications using custom parameters at call connection time.
* **[Queue Calls](/docs/voice/queue-calls)**: Place callers in a queue when all agents are busy, and connect them when an agent is available.
* **[Failover Best Practices](/docs/voice/twilio-voice-failover-best-practices)**: Ensure your app remains operational during outages.

#### Advanced connectivity

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

* [Send inbound SIP to Twilio](/docs/voice/api/sending-sip)
* [Send inbound SIP REFER to Twilio](/docs/voice/api/refer-to-twilio)
* [Encrypt inbound SIP calls with Secure Media](/docs/voice/api/secure-media)
* [Use a private SIPconnection with Twilio Interconnect](/docs/voice/api/sip-interconnect)
* [Add programmability to your existing SIP network](/docs/voice/tutorials/how-to-add-programmability-to-your-existing-sip-network)

## Troubleshoot

Troubleshoot issues with self-service automation apps.

#### CLICK TO EXPAND

* [Voice Insights FAQs](/docs/voice/voice-insights/frequently-asked-questions)
* [Troubleshooting voice calls](/docs/voice/troubleshooting)
* [Invoice and call log discrepancies](/docs/voice/why-doesnt-my-invoice-match-what-i-pull-from-the-call-logs)

## Maintain

Maintain and monitor your app and inbound calls.

#### CLICK TO EXPAND

**Set up and interpret Voice Insights**: Monitor and analyze call events, call quality, and more.

* [Use the Call Insights dashboard](/docs/voice/voice-insights/call-insights-dashboard): Get a comprehensive overview of your voice communications performance.
  * [Subaccounts Call Insights dashboard](/docs/voice/voice-insights/subaccount-call-insights-dashboard)
* [View the Call Summary](/docs/voice/voice-insights/call-summary): View call metadata, connection parameters, and quality indicators in a single cumulative view for every call.
* [Set up Event Streams for Call Insights](/docs/voice/voice-insights/event-streams/call-insights-events): Get a unified event stream and have it piped directly into your data infrastructure.
* Enable [Advanced Voice Insights features](/docs/voice/voice-insights/advanced-features) and the [Voice Insights Intelligent Discovery AI Assistant](/docs/voice/voice-insights/voice-insights-intelligent-discovery-ai-assistant) for more nuanced insights.

**Track usage, costs, and application health**: Monitor usage and costs in the Console, through the API, or with Datadog, and set up alarms for application errors.

* [Track usage, costs, and application health](/docs/voice/guides/track-usage-costs-health): Monitor usage and costs in the Console, through the API, or with Datadog, and set up alarms for application errors.