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Handle incoming phone calls with intelligent AI agents that provide natural, conversational experiences. AIVAH’s inbound call system automatically processes incoming calls through your Twilio integration, providing seamless voice interactions.
📞 How Inbound Calls Work
When someone calls your Twilio number, AIVAH automatically:
- Call Reception: Receives and accepts the incoming call
- Voice Recognition: Converts speech to text in real-time
- Intent Processing: Understands caller intent and context
- Knowledge Retrieval: Accesses relevant information from your knowledge base
- Response Generation: Creates appropriate responses using your selected LLM
- Voice Synthesis: Converts text responses back to natural speech
- Memory Storage: Remembers important information from the conversation
- Call Logging: Records call details and transcriptions
🎯 Call Flow Configuration
Voice Settings
Configure how your agent sounds and responds:
- Voice Selection: Choose Gemini voices (Sportsman, Customer support, Sarah, Brooke, Katie, Zemo, ajith, duaila, azj, ajz, sjl, brit, Swissen) or OpenAI Realtime voices (Alloy, Echo, Shimmer, Ash, Ballad, Coral, Sage, Verse, Cedar, Marin) based on the active LLM
- Speaking Rate: Adjust how fast your agent speaks
- Tone and Style: Configure personality and communication style
- Language Settings: Support for multiple languages and accents
Agent Integration
Connect your agent for intelligent responses:
- Agent Selection: Assign the right agent (Worker for multi-source knowledge, Presenter when callers need a guided deck)
- Context Awareness: Agent understands conversation history and context
- Dynamic Retrieval: Real-time access to updated information
- Fallback Handling: Graceful handling when information isn’t available
LLM Model Selection
Choose the appropriate language model for your use case:
- OpenAI GPT series: GPT 4.1 mini, GPT 4.1, GPT 5, GPT 5 nano, GPT 5 mini for premium reasoning and enterprise knowledge work
- OpenAI Realtime: GPT Realtime, GPT‑4o Realtime, GPT Realtime Mini for ultra-low latency call handling
- Gemini 2.5: Flash Lite, Flash, Pro for Google’s realtime, multimodal pipeline
- Groq hosted: GPT OSS 20B, GPT OSS 120B, Qwen3‑32B, Moonshotai Kimi K2 when you need alternative model behavior
- Custom Models: Integration with your own trained models (enterprise)
🛠️ Setup and Configuration
Prerequisites
Before enabling inbound calls, ensure you have:
- ✅ Active Twilio account with purchased phone number
- ✅ Twilio Account SID and Auth Token
- ✅ Agent configured with the required knowledge sources (Worker for multi-source, Presenter with its single PDF deck)
- ✅ Selected voice and LLM model preferences
Configuration Steps
Step 1: Twilio Integration
- Navigate to Workflows → Twilio Integration
- Enter your Twilio Account SID
- Provide your Twilio Auth Token
- Specify your Twilio phone number
- Test connection to verify setup
Step 2: Agent Configuration
- Select your preferred Voice from available options
- Choose your Agent for call handling (Worker for broad knowledge, Presenter when a live deck is required)
- Select your LLM Model based on performance needs
- Configure any custom parameters or instructions
Step 3: Call Routing
- Set up call routing rules in Twilio Console
- Point your phone number webhook to AIVAH endpoint
- Configure call timeout and fallback settings
- Test inbound call functionality
📊 Call Management Features
Real-time Call Monitoring
- Live Call Status: Monitor active calls in real-time
- Call Queue: View waiting calls and estimated wait times
- Performance Metrics: Track response times and call quality
- Agent Availability: Monitor agent capacity and utilization
Call Analytics
- Call Volume: Track incoming call patterns and trends
- Duration Analysis: Average call length and distribution
- Success Rates: Percentage of successfully handled calls
- Caller Satisfaction: Track user feedback and ratings
Call Logs and Transcriptions
- Complete Transcriptions: Full text records of all conversations
- Call Recordings: Audio recordings for quality and training
- Caller Information: Track repeat callers and conversation history
- Searchable Archives: Find specific calls or conversation topics
🎨 Customization Options
Greeting Configuration
- Custom Welcome Messages: Personalized greetings for different call types
- Business Hours: Different messages for business hours vs. after-hours
- Holiday Greetings: Special messages for holidays and events
- Caller Recognition: Personalized greetings for known callers
Conversation Flow
- Call Menus: Interactive voice menus for call routing
- Escalation Rules: When to transfer to human agents
- Hold Music: Custom hold music and messaging
- Call Completion: Professional call ending and follow-up options
Integration Actions
- CRM Updates: Automatically update customer records
- Ticket Creation: Generate support tickets from calls
- Appointment Scheduling: Book appointments directly through voice
- Follow-up Actions: Send emails, SMS, or create tasks after calls
🚀 Advanced Features
Multi-Language Support
- Language Detection: Automatically detect caller’s language
- Multi-Language Responses: Respond in the caller’s preferred language
- Translation Services: Real-time translation for multilingual support
- Cultural Adaptation: Adjust responses for cultural context
Intelligent Call Routing
- Skills-Based Routing: Route calls to specialized agents (Workers for multi-source needs, Presenters for deck-led conversations)
- Load Balancing: Distribute calls across multiple agents
- Priority Queuing: Handle VIP callers with priority
- Overflow Handling: Manage high call volumes effectively
Integration Workflows
- Pre-Call Preparation: Gather caller information before connection
- During-Call Actions: Real-time actions based on conversation context
- Post-Call Processing: Automated follow-up and data processing
- Multi-System Updates: Update multiple systems based on call outcomes
Call Quality
- Audio Quality: High-definition voice processing
- Latency Optimization: Minimize response delays
- Error Handling: Graceful handling of audio issues
- Quality Monitoring: Continuous monitoring and improvement
Scalability
- Concurrent Calls: Handle multiple simultaneous calls
- Auto-Scaling: Automatic capacity adjustment based on demand
- Load Distribution: Efficient distribution of call processing
- Resource Management: Optimal use of computing resources
🛡️ Security and Compliance
Data Protection
- Call Encryption: End-to-end encryption for all calls
- Secure Storage: Encrypted storage of recordings and transcriptions
- Access Controls: Role-based access to call data
- Data Retention: Configurable retention policies
Compliance Features
- Recording Consent: Automatic consent gathering for call recording
- PCI Compliance: Secure handling of payment information
- HIPAA Support: Healthcare information protection (enterprise)
- GDPR Compliance: European data protection compliance
🔧 Troubleshooting
Common Issues
- Call Quality Issues: Check internet connection and Twilio status
- Recognition Errors: Verify microphone quality and background noise
- Response Delays: Consider upgrading LLM model or optimizing knowledge base
- Connection Problems: Verify Twilio webhook configuration
- Call Logs: Detailed logs of all call activities
- Audio Analysis: Quality analysis of incoming and outgoing audio
- Performance Metrics: Real-time performance monitoring
- Error Reporting: Comprehensive error tracking and resolution
Support Resources
- Documentation: Comprehensive setup and troubleshooting guides
- Community Forums: Connect with other AIVAH users
- Support Tickets: Direct technical support for complex issues
- Training Resources: Best practices and optimization guides
Transform your phone system into an intelligent, always-available customer service and business automation tool with AIVAH’s inbound call capabilities. 