Telephony & Analytics
Telephony integrations let a voice agent receive and place calls through providers such as Twilio, Telnyx, and Plivo.Add a telephony provider
- Open Voice Agents and go to telephony settings.
- Choose a provider.
- Enter the required credentials for that provider (for example, a Twilio Account SID and Auth Token, a Telnyx API key, or a Plivo Auth ID and Auth Token).
- Save and test the connection.
- Assign a phone number to a voice agent.
Transcripts and analytics
The Transcripts tab shows total sessions, average duration, sessions in the last 24 hours, full transcript detail, recording links, and event log states.Monitoring best practices
- Review disconnects and failed calls first.
- Check whether interruptions are handled naturally.
- Validate transcription accuracy for domain-specific vocabulary.
- Use transcripts to improve voice instructions and escalation rules.