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There are two types of integrations with Twilio:
- Event-Based Integration: Listens for events from the integrated system (e.g., receiving and processing calls).
- Timer-Based Integration: Uses a background job to pull calls from the API periodically based on configuration.
The Twilio system sends events (e.g., call recordings). It requires setting up event listeners for specific types of events, such as Conference Summary Events, rather than just call recordings, for more detailed information.
Configuring Twilio Flows and Recording
In Twilio Studio, a Flow must be defined. The customers usually have an existing flow.
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Under the studio menu, go to Flows.
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Select the customer flow that needs to be configured.
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Add a Call Recording Widget before directing calls to the agent. Ensure calls are recorded in a stereo format (dual-channel), which provides detailed call recordings.
Creating and Configuring Event Streams in Twilio
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Go to Event Streams in Twilio and click on "Manage".
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Open the "Create" dropdown and select "New Sink".
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Define the destination for these events (e.g., your server's endpoint).
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After creating the Sink, set up a Subscription to these events. This will trigger actions whenever the selected events occur.
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Add the subscription details and select the event type that should trigger the action.
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To add an event from the list, select the drop down next to it that says "Schema version", if only one event will be selected from the event category or "Apply schema version to all" if all the events will be applied from the category, and select "1". Click on the "Create Subscription" button once all the required events have been added.
