Conversation Orchestrator

Decision-making guide for Twilio's Conversation Orchestrator (Conversations v2) — automatic conversation capture and routing across Voice, SMS, WhatsApp, RCS, and web chat. Covers Configurations, capture rules, grouping types, channel settings, status timeouts, and linkage to Conversation Memory and Conversation Intelligence.

GA — Conversation Orchestrator is generally available.

Use Cases

Conversation Orchestrator powers automatic conversation capture and integration with existing voice implementations — replacing manual conversation creation with either:

• Passive ingestion: Declarative capture rules that automatically capture traffic as it flows
• Active ingestion: TwiML parameters or API calls that route existing implementations into conversations

Note: Active and passive ingestion can be configured on a per-channel basis. For example, you can use passive capture rules for SMS while using active TwiML parameters for voice calls.

⚠️ CRITICAL: Voice Double Billing Warning

WARNING: You can be charged for STT (speech-to-text) twice on the same call if misconfigured.

If you are using voice with ConversationRelay or Transcription in TwiML: