Telephony & Analytics

Connect phone providers and review voice agent sessions.

Telephony & Analytics

Telephony integrations let a voice agent receive and place calls through providers such as Twilio, Telnyx, and Plivo.

Add a telephony provider

1. Open Voice Agents and go to telephony settings.
2. Choose a provider.
3. 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).
4. Save and test the connection.
5. 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.