Twilio personalization

Overview

When receiving inbound Twilio calls, you can dynamically fetch conversation initiation data through a webhook. This allows you to customize your agent’s behavior based on caller information and other contextual data.

How it works

1. When a Twilio call is received, ElevenAgents will make a webhook call to your specified endpoint, passing call information (caller_id, agent_id, called_number, call_sid) as arguments
2. Your webhook returns conversation initiation client data, including dynamic variables and overrides (an example is shown below)
3. This data is used to initiate the conversation

Configuration

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{
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  "type": "conversation_initiation_client_data",
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  "conversation_config_override": {
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    "agent": {
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      "prompt": {
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        "prompt": "The customer's bank account balance is $100. They are based in San Francisco.",
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        "llm": "gpt-4o"
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      },
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      "first_message": "Hi, how can I help you today?",
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      "language": "en"
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    },
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    "tts": {
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      "voice_id": "new-voice-id"
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    },
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    "conversation": {
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      "text_only": false
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    }
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  },
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  "dynamic_variables": {
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    "customer_name": "John Doe",
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    "account_status": "premium",
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    "last_interaction": "2024-01-15"
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  },
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  "branch_id": "agtbrch_xxxx",
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  "environment": "production"
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}

ElevenAgents will use the dynamic variables to populate the conversation initiation data, and the conversation will start smoothly.

Security

• Use HTTPS endpoints only
• Implement authentication using request headers
• Store sensitive values as secrets through the ElevenLabs secrets manager
• Validate the incoming request parameters