Twilio integration with Level AI

Overview

Level AI integrates seamlessly with Twilio TaskRouter to capture and analyze your customer interactions in real-time. By subscribing to TaskRouter event API, Level AI automatically ingests data from Voice Call, Call, and Chat channels. These events are processed and transformed into Level AI conversations.

To set up Twilio integration with Level AI, please follow the steps below.  

Required Credentials

To proceed with the setup, you will need the following credentials from your Twilio account:

• Account SID

• Auth Token

• Workspace ID

Steps to Get the Credentials

1. Go to the Twilio Console dashboard and find the Account SID and Auth Token as shown below.

2. For the Workspace ID, search for "TaskRouter" in the Twilio Console and click on TaskRouter Overview as shown below.

3. Find the Workspace ID displayed below your workspace name on the TaskRouter dashboard.

Once you have these credentials, proceed to the Level AI setup below.

Twilio Integration Setup in Level AI

The Twilio integration is fully self-serve. You can connect your Twilio account, configure workspaces and channels, validate sample data, and enable the pipeline — all directly from the Level AI UI.

Setting Up the Integration

Step 1: Navigate to the Integration Hub

Log in to your Level AI tenant as an Admin. In the left sidebar, navigate to Settings > Integrations. Under the Available section, locate and click Twilio.

Step 2: Authenticate and Connect to Twilio

Enter your credentials of API key and API secret and Click the Connect to Twilio button to initiate the setup process.

Step 3: Select Your Twilio Account

You will be redirected to the accounts page. Select the Twilio account you want to connect. Click the three-dot menu beside the account name and select Configure.

Step 4: Choose the Twilio Account to Pull Conversations From

On the configuration page, select the Twilio account you want to pull conversations from. Click Next to proceed.

Step 5: Select a Workspace

You will be shown the list of workspaces available in your Twilio account. Choose the workspace you want to pull conversations from. Click Next to proceed.

Step 6: Configure Channels, Filters, and Settings

On the configuration page, set up the following:

• Supported Channels: Select the channels from which Level AI should fetch data. The available options are Chat, SMS, and Voice Call.

• Chat Service SID: If you have Chat configured, enter the Chat Service SID in the provided field.

• Queue Filters: Use the search filters to select specific queues you want to include or exclude from ingestion.

• Reduction and Booster words: Configure any reduction or booster words settings as needed in the transcript tools.

Once all settings are configured, click Next.

Step 7: Import Sample Data

You will be prompted to import sample data to validate the integration before enabling the pipeline. Choose one of the following time windows:

• Last 6 hours

• Last 12 hours

• Last 24 hours

Check the box for I have verified all configurations, then click to import the sample data.

Step 8: Verify Sample Data and Enable the pipeline

Navigate to the Conversations page in Level AI to review and verify the sample conversations that were imported. Confirm that the data appears as expected. Once you have verified the sample data, return to the Twilio integration page and enable the pipeline to start live ingestion.

Managing Your Twilio Integration

After the integration is set up, you can manage it at any time from the integration hub.

• Disconnect the Account: Fully remove the Twilio connection. Navigate to the Twilio account page and select the disconnect option.

Supported Channels

Once the integration has been successfully configured and the pipeline is enabled, Twilio conversations will begin flowing into Level AI automatically.