Twilio: Forward a call

This page describes the human handover functionality within Twilio calls.

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 <Say> and <Dial> information. The Dial configuration is the phone number, which will be called. In this case, the number of a human agent.