Voice Insights: Trust & Engagement Insights and Reports API (GA)

Voice Insights Trust & Engagement Insights and its companion Reports API are now Generally Available. This combined release provides a comprehensive solution for managing outbound calling health and campaign ROI.

Trust & Engagement Insights offers a specialized Twilio Console dashboard to detect behaviors triggering spam labeling, identify blocked calls, and optimize dialing windows with a best-time-to-call heatmap. Users can quantify campaign effectiveness through a visual engagement funnel and measure the ROI of trust investments like Branded Calls.

The Reports API serves as a zero-infrastructure companion, allowing you to programmatically retrieve these same aggregated metrics—per account or per phone number—with a single call. By outsourcing data processing to Twilio, you can accelerate decision-making and reduce operational costs by up to 90%.

Key Benefits:

• Holistic Health: Monitor Trust & Engagement scores to proactively mitigate spam labeling and blocks.

• Performance Optimization: Use heatmaps and human-answer rates to refine dialing strategies.

• Programmatic Access: Use the Reports API to build custom dashboards or integrate metrics into your own internal tools.

• ROI Attribution: Compare branded vs. unbranded call performance to justify trust product investments.

These features are available exclusively as part of Voice Insights Advanced Features.

Learn more in our Trust & Engagement Insights and the Reports API documentation.