Overview:

In Chatbot Builder AI, users can integrate Twilio & AudioCodes for call management, including call recording. This feature allows you to automate the start and stop of recordings, trigger follow-up flows based on call events, and store the recordings for later review. 

While Twilio supports call recordings in the Flow builder today, AudioCodes functionality is coming soon and will include advanced features like automatic triggers when users are silent, call forwarding from your current phone provider, and more!

How to Use Twilio Call Recording in Flows:

    •    Inside the Flow Builder, open the actions tab and select from the Voice options.

    •    Choose Start Recording to begin recording a call.

    •    This action immediately starts recording, and the file will be saved to the system, allowing for later retrieval. This is a great action to use in the very beginning of the Phone Channel’s Welcome Message.

Ending the Call and Triggering Automation:

    •    Use Automation Rules to trigger actions when a call ends. This can help automate follow-up processes or start another flow.

    •    In the Automation Rules section of the Marketing tab, you can create rules to trigger upon events like Call Ended.

    •    For example, after a call ends, you might trigger a flow to send a follow-up message, update the user profile, or record notes about the call.

Saving the Recorded Audio:

    •    Once the call ends, the recording is automatically saved in the Custom User Field (CUF) {{last_call_recorded}}.

    •    This field stores the URL of the most recent call recording, allowing your team to easily access and review past phone interactions.

Creating Additional Custom Fields for Recordings:

    •    To efficiently manage multiple call recordings, we recommend creating a new Custom User Field within your flow.

    •    Each recording URL can be stored in its own CUF, enabling easy tracking of different interactions over time.

   •     After each call, the flow can save the recording URL into a CUF you specify, such as {{call_recording_date}} or {{call_recording_date}}.

Automation Rules and Flow Integration:

Automation Rules is a powerful tool located in the Marketing section of Chatbot Builder AI, which allows you to automate processes and trigger actions based on specific events, like when a call ends. These rules can be set up to work seamlessly with Twilio, and with AudioCodes.

Examples of Automation Rules for Twilio:

    •    Call Ended: Automatically trigger a follow-up flow, such as sending a thank-you message or offering additional resources after the call is finished.

    •    Call Recorded: When a call recording is saved, send the recording to an admin or log it into the user profile for future reference.

Place Screenshot Here (Automation Rule for Call Ended)

Automation Rules for AudioCodes:

    •    No User Input (Silence Detection): Trigger specific actions when no input is detected from the user after a certain amount of time.

For example, if the system does not detect speech within a set period, it can automatically transfer the call to another department or play a prompt asking the user if they need further assistance.