Real-time Conversation Intelligence now generally available

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.