#Call and Caller Twilio information
silent sable
Hi @cyan shard do I understand correctly you want to have access to the Call and Caller information during the call when setting up the direct integration?
cyan shard
@silent sable we use Twilio now and all inbound calls come with data like the CallerID, Number Called, Caller State, Caller City, CallSID, Caller Name, etc. This is some of the standard metadata for each inbound call. We would need for ElevenLabs to receive this data and info so that we can use some of it to send a GET request for our application.
cyan shard
@edgy tundra can you confirm if this is possible right now? For the standard Twilio Call details to be passed along with the webhook for incoming phone calls? CallerID, Caller City, Caller State, Caller Name, etc.
cyan shard
maybe here but I'm not sure if that would work:
https://elevenlabs.io/docs/conversational-ai/customization/conversation-configuration#configuration-issues
edgy tundra
Hey @cyan shard I haven't tested this myself yet - but you should be able to override the firstMessage & agent prompt before the conversation starts with this additional metadata
Here is the relevent documentation for this: https://elevenlabs.io/docs/conversational-ai/customization/conversation-configuration
Essentially:
- Twilio makes a connection attempt to your server
- Caller details are extracted
- Populate the firstMessage and/or prompt with the additional context (this overrides the base prompt/first message entirely)
- The agent should reply with this additional context.
Does that help @cyan shard
cyan shard
Yes.... so we will have to include a step where Twilio connects and sends the call to our server as well as the webhook sending the caller to EL agent.
We were hoping to just use EL to do a GET request to our server and pass along some of the Twilio call variables so our server could send back the correct JSON info to be used by the Agent
cyan shard
@edgy tundra this is what comes back to Twilio on the webhook connection for a new inbound call.... could we somehow send back the ConversationID as well or have that as a POST in a tool?
edgy tundra
Hey @cyan shard
Just wanted to check a few things:
- Are you using our native Twilio integration in the ElevenLabs dashboard or do you have a custom server which is establishing the connectin between Twilio & ElevenLans
If you are using a custom server, I would highly recommend following this tutorial (using Javascript)
I set this all up on my machine a few hours ago - the code provided in the tutorial will show you how to pass Twilio outbound paramaters to the agent
I'm not 100% sure but for inbound it should be the exact same process.
I wrote some notes as I was setting this (attached below)
The tutorial above was created by one of our awesome community members @nova hemlock
Else if you are using the dashboard native Twilio integration added a few weeks ago - I would need to check with someone from my team.
cyan shard
Thanks @edgy tundra ! We have an existing server setup connected to Twilio, but I was hoping to use the native Twilio integration direct to ElevenLabs and still get the metadata from Twilio.
We will likely use our server to establish the connection though for now. Thanks for the help!
simple hazel
Else if you are using the dashboard native Twilio integration added a few weeks ...
It would be greatly appreciated if an agent can obtain the callerid with the native Twilio integration. đź‘Ť , Louis!
hard hazel
same issue... we are facing a limitation because of missing twilio details. Although we have it at some point, when using webhook tool calls, we dont know what "callSid" required it. Would be nice to have a prop and at least receive the twilio common data in any case
@cyan shard
@edgy tundra , we are running a POC at a large brazilian call center. It may help us to move faster ❤️
FYI: @marsh glacier
cyan shard
@hard hazel -- yeah, we are moving ahead with using our own servers to capture and pass along the Twilio caller metadata along with other data points from our proprietary call center platform. I'm sure once we finish building it, the native integration will have those capabilities! ha