Add an AI phone agent with Twilio

Before you start

• Difficulty: Medium
• Time: 15 minutes
• You need: A Twilio account and a voice-capable phone number
• You need: Admin or owner access to your Dchat workspace

Steps

1. Add the channel in Dchat

   In Dchat, open Settings → Channels and choose + Add channel. Pick "Phone (voice AI agent)", enter your Twilio number, and paste the credentials. TransferNumber, Greeting and Language are optional.

   { "AccountSid": "AC...", "AuthToken": "...", "TransferNumber": "+14155550100", "Language": "en-US" }

2. Point the number at Dchat

   In Twilio, set the phone number's "A call comes in" webhook to the URL below, method HTTP POST.

   https://api.dchat.com/api/inbound/voice/twilio

3. Call the number

   The AI greets the caller and answers by voice. Each call becomes a conversation in your inbox with the transcript.

What goes in each field

• AuthToken: Checks Twilio's signature on every call. Calls are rejected without it.
• TransferNumber: Optional. When a caller asks for a person, the call is transferred here.
• Greeting: Optional. What the AI says when it picks up.
• Language: Optional. The speech language, for example en-US (the default) or es-ES.

Good to know

• If AI is off for your workspace, calls transfer straight away.
• Without a TransferNumber, a caller who asks for a person hears that a teammate will call them back on that number.
• Spoken answers are capped in length, and web links are not read out.
• Your workspace needs at least one enabled site; new workspaces have one already. Messages are dropped while every site is switched off.
• Credentials are encrypted when you save them and are never shown again. To change one, paste the full credentials again.