Conversation Orchestrator quickstart

To create a conversation configuration using the Twilio Console, follow these steps:

1. Sign in to the Twilio Console.
2. Go to Products & services > Conversation Orchestrator > Conversation configurations.
3. Click Create a Conversation configuration.
4. On the Name Configuration step, enter a name and description, and then click Next.
5. On the Messaging and chat traffic step, click Next. This quickstart uses voice traffic, so no selections are needed here.
6. On the Voice traffic step, do the following:
   1. Select the Set up automatic capture checkbox.
   2. From the Voice phone numbers list, select your Twilio phone number.
   3. Click Next.
7. On the Configure lifecycle step, accept the default Basic lifecycle, select a "Closed" timeout value for each active channel, and then click Next.
8. On the Enable Conversation Memory step, create a memory store:
   1. Click Create new memory store.
   2. In the Memory store name field, enter a name.
   3. Click Save.
9. From the Memory store list, select the memory store you just created.
10. Clear the Turn on observations and summaries checkbox.
11. Click Next.
12. On the Voice transcription step, review the transcription summary. If this is your first time using AI features on this account, select the Predictive and Generative AI/ML Features Addendum checkbox to agree to the terms.
13. Click Next.
14. On the Summary step, review your settings and click Create Conversation configuration.
15. Copy the conversation configuration ID for use in the next steps.

To create a conversation configuration programmatically, follow these steps:

1. Create a memory store by sending a POST request to the Stores resource:

   Create a memory store

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   // Download the helper library from https://www.twilio.com/docs/node/install
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   const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
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   // Find your Account SID and Auth Token at twilio.com/console
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   // and set the environment variables. See http://twil.io/secure
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   const accountSid = process.env.TWILIO_ACCOUNT_SID;
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   const authToken = process.env.TWILIO_AUTH_TOKEN;
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   const client = twilio(accountSid, authToken);
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   async function createStore() {
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     const store = await client.memory.v1.stores.create({
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       displayName: "MyMemoryStore",
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       description: "Memory store for conversations",
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     });
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     console.log(store.message);
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   }
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   createStore();

2. Save the memory store ID from the response. The ID starts with mem_store_.

3. Create a conversation configuration by sending a POST request to the Configurations endpoint. Replace YOUR_MEMORY_STORE_ID with the ID from the previous step and YOUR_TWILIO_PHONE_NUMBER with your Twilio phone number in E.164 format.

   Create a conversation configuration

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   // Download the helper library from https://www.twilio.com/docs/node/install
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   const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
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   // Find your Account SID at twilio.com/console
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   // Provision API Keys at twilio.com/console/runtime/api-keys
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   // and set the environment variables. See http://twil.io/secure
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   // For local testing, you can use your Account SID and Auth token
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   const accountSid = process.env.TWILIO_ACCOUNT_SID;
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   const apiKey = process.env.TWILIO_API_KEY;
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   const apiSecret = process.env.TWILIO_API_SECRET;
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   const client = twilio(apiKey, apiSecret, { accountSid: accountSid });
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   async function createConfiguration() {
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     const configuration = await client.conversations.v2.configurations.create({
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       displayName: "support-conversations",
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       description: "Conversation configuration for support interactions",
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       conversationGroupingType: "GROUP_BY_PARTICIPANT_ADDRESSES_AND_CHANNEL_TYPE",
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       memoryStoreId: "YOUR_MEMORY_STORE_ID",
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       channelSettings: {
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         SMS: {
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           statusTimeouts: {
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             inactive: 10,
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             closed: 30,
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           },
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           captureRules: [
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             {
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               from: "YOUR_TWILIO_PHONE_NUMBER",
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               to: "*",
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             },
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             {
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               from: "*",
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               to: "YOUR_TWILIO_PHONE_NUMBER",
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             },
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           ],
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         },
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         VOICE: {
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           statusTimeouts: {
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             inactive: 5,
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             closed: 30,
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           },
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           captureRules: [
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             {
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               from: "YOUR_TWILIO_PHONE_NUMBER",
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               to: "*",
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             },
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             {
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               from: "*",
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               to: "YOUR_TWILIO_PHONE_NUMBER",
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             },
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           ],
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         },
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       },
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     });
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     console.log(configuration.statusUrl);
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   }
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   createConfiguration();

4. Save the conversation configuration ID from the response for use in the next steps.