Real-time Conversation Intelligence now generally available
Conversation Intelligence is now generally available with real-time, cross-channel support across Voice, SMS, MMS, RCS, WhatsApp, and web chat. The release includes GenAI-native language operators, Rules primitives for combining triggers and actions, integration with Conversation Orchestrator and Memory, and aggregated insights across conversations.
Conversation Intelligence is now generally available with real-time, cross-channel support. Conversation Intelligence transforms customer interactions into actionable signals — in real time or post-conversation — across channels. Part of the Twilio Conversations layer, it integrates natively with Conversation Orchestrator, Conversation Memory, and Enterprise Knowledge.
This release includes:
Real-time intelligence: Supports live agent assist, real-time automation, and AI agent observability use cases
GenAI-native Language Operators: four Twilio-authored (Next Best Response, Script Adherence, Sentiment, Summary) plus fully custom operators powered by LLMs
Cross-channel support: One unified intelligence layer across Voice, SMS, MMS, RCS, WhatsApp, and web chat.
Business & customer awareness: Enrich operators with Conversation Memory and Enterprise Knowledge
Composable developer primitives: Create Rules combining triggers, operators, context, and webhook actions — all managed via REST API
Insights: Aggregate operator results across conversations for business-wide patterns
Read the announcement blog post for the full story, or get started with the Conversation Intelligence docs.
Note: The previous version of Conversation Intelligence (post-conversation, voice only) will now be referred to as Conversation Intelligence (classic) across Twilio's assets.
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