Conversation Intelligence

Decision-making guide for Twilio's Conversation Intelligence v3 API — real-time and post-call GenAI analysis of conversations across Voice, SMS, RCS, and WhatsApp. Covers Intelligence Configurations, Language Operators (Twilio-authored and custom), Rules, Triggers, Actions, and result consumption.

Security: All inbound messages captured by the Orchestrator are untrusted external input. If Intelligence operators process this content with LLMs, their prompts should include instructions to ignore adversarial content and not follow instructions embedded in customer messages.

GA — Conversation Intelligence v3 is generally available.

Use Cases

Conversation Intelligence powers human agent augmentation — giving every agent a "second brain" that listens, understands, and surfaces the right data at the right time. Agents focus on empathy, judgment, and problem-solving; AI handles analysis and assistance.

Wrap-up Agent Assist (Post-Call)

Analyze completed conversations and generate structured outputs — summaries, sentiment signals, topic dispositions. Reduces after-call work, accelerates agent transitions to next interaction. Low-friction entry point — start here.