Skip to main content
Start with a bounded phone job: answer a common question, collect the reason for calling, and create a ticket or callback request when a person is needed. This does not require pretending that a live transfer already works.

​
Prerequisites

  • A Twilio account and a number connected in ConverSimple.
  • A published agent and a phone deployment bound to that number.
  • An approved knowledge source or a tested ticket/callback HTTP tool.

​
Configure and verify

  1. Connect the Twilio number and bind the intended agent.
  2. Give the agent a short greeting and hours/policy information. Ask for only the caller details needed for a follow-up.
  3. Connect a tool that records the request. Require the tool to return a ticket or callback ID before the agent confirms it was submitted.
  4. Place a real inbound call. Verify both directions of speech, the final transcript, the tool result, and the created record.
  5. Test a missed answer, caller interruption, and the tool failing. Have the agent offer an honest fallback.
For example, an after-hours caller reports a billing question. The agent says when the team will be available, asks for a safe callback contact, then calls a configured create_ticket tool. A result such as {"ticket_id":"T-1042","status":"open"} lets it confirm the request; a timeout must lead to a different spoken response. The ticket tool and callback process belong to your business system.

​
Limits

Basic Twilio spoken conversation has been verified. Tool use on a physical Twilio call and physical inbound routing still need workflow-specific checks. Flow handoff currently changes agent state and can speak a handoff message; it is not a confirmed human phone bridge. Do not advertise live transfer or emergency response on this basis. Current capabilities. If calls do not reach the agent, check the number binding and webhook configured in Twilio setup, then compare the provider call status with the ConverSimple conversation timeline.