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Twilio: Inbound Calls

Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API. LeadConduit supports Twilio both as a Lead Source and as a Recipient.

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Twilio as a Lead Source

Twilio numbers can be added to a flow as a Source, meaning Twilio numbers can be configured to POST data to LeadConduit from within the Twilio UI.

To add Twilio as a source, edit your flow, switch to the Sources tab, click the Add/Edit Sources button and select Twilio from the list of Integrations provided. You can name the source whatever makes sense to you (phone number, use case, etc.)

Click the Update Sources button, then Save your flow.

When adding this source, the following fields will be added to your flow:

Appended Data

Data Definition
Reference A unique Twilio call identifier
Phone 1 The phone number or client identifier of the party that initiated the call
City The City most closely associated with the caller's phone number
State The State most closely associated with the caller's phone number
Postal Code The Postal Code most closely associated with the caller's phone number
Country The Country of origin of the caller's phone number
Call - Forwarded To Phone The number to which the Twilio call was forwarded, as specified in the Twilio callback URL
Call - Forwarded From Phone This parameter is set only when Twilio receives a forwarded call, but its value depends on the caller's carrier including information when forwarding. Not all carriers support passing this information
Call - Direction

A string describing the direction of the call. The value is one of:

  • "inbound"
  • "outbound-api"
  • "outbound-dial"
Call - Duration The duration in seconds of the just-completed call
Call - Status

A descriptive status of the call:

  • "queued"
  • "ringing"
  • "in-progress"
  • "completed"
  • "busy"
  • "failed"
  • "no-answer"
Call - Called Phone The phone number used for tracking for inbound calls
Call - Caller Name The name of the person/entity making the call
Call - URL The URL to the call in Twilio

 

Now that the Twilio number is a source for your flow, navigate to the main page of your flow and select the named source from the list of Sources in the Submission Docs drop-down menu.

twilio.png

Copy the Posting URL from the Submission Docs. You will need it in a moment.

 

Next, login to Twilio, switch to the Phone Numbers view and click the Phone Number you want to connect to LeadConduit. On the Configure tab, you can paste the Posting URL you copied previously into either of the following fields in the Voice section:

  • A Call Comes In
  • Call Status Changes

A Call Comes In

With this option, you pass the incoming call to LeadConduit first, even before it's handed off to a destination phone number, allowing you to drop unwanted calls before they arrive at your Call Center.

You'll need to select Webhook and HTTP POST from the options available.

screencapture-twilio-console-phone-numbers-PNaf77af999454cad496a71342457f10be-1490816285494.png

NOTE This option by itself is incomplete. You will also need Twilio as a Recipient.

Call Status Changes

With this option, you post the call data to LeadConduit after the call.

A common scenario is to filter out calls shorter than X minutes, as they are unlikely to be good leads and only send calls to your lead system that lasted greater than X minutes. You'll need to select HTTP POST from the options provided.

screencapture-twilio-console-phone-numbers-PNaf77af999454cad496a71342457f10be-1490816344826.png

 

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