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In addition to receiving calls from Twilio within Cognigy.AI, you can also forward a call to a human agent. Therefore, you can provide human handover within Twilio calls.
Cognigy.AI will use the Say node to inform the user about the following handover. Afterward, Cognigy.AI automatically calls a specified phone number.
For this, you need to perform the following steps:
1. Set up a Flow that the call will connect to
First you need to set up a Flow and Twilio Voice Endpoint in Cognigy and connect them to a Twilio number as per Deploy a Twilio Voice Endpoint.
2. Define the Handover in a Say node
In order to provide the handover, you have to use the Twilio channel tab in the Say node and insert the following payload:
<?xml version="1.0" encoding="UTF-8"?> <Response> <Say voice="Polly.Hans">Sure. I will forward you to Mrs. Williams.</Say> <Dial>+49123456789</Dial> </Response>
Please note, that you have to replace the inner
<Dial> information. The Dial configuration is the phone number, which will be called. In this case, the number of a human agent.