Twilio

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Quick Overview

Twilio integration is one of Lindy’s most powerful communication capabilities, enabling your AI agents to act as sophisticated communication assistants across SMS, voice, and verification services. The integration provides both Triggers (what can start a Lindy workflow) and Actions (what Lindy can do). This comprehensive integration transforms Lindy into a powerful communication automation platform, capable of handling everything from customer support to sales outreach, appointment reminders, and emergency notifications. Key benefits of Twilio integration:

• Omnichannel communication – SMS, voice calls, and verification across multiple channels
• Real-time automation – Instant response to communication events and triggers
• Scalable engagement – Handle high-volume communication without proportional resource increase
• Enhanced security – Multi-factor authentication and verification workflows

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How to set up Twilio

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Twilio Triggers

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Call Received

Fires when you receive a call to a Twilio phone number:

• Real-time activation - Triggers immediately when inbound calls are received
• Caller information - Provides caller details, duration, and call status
• Filtering options - Can be filtered by specific phone numbers or caller patterns
• Perfect for customer support hotlines, emergency response, sales lead qualification

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New Call

Triggers when a new call is received on your Twilio phone number:

• Enhanced metadata - Provides detailed call analytics and routing information
• Advanced call flow - Supports sophisticated call routing and queue management
• Multi-tenant support - Handle calls for different clients or departments
• Ideal for advanced call center operations, call analytics, intelligent distribution

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New Phone Number

Receive notifications when new phone numbers are added to your Twilio account:

• Automated provisioning - Set up new phone numbers with appropriate configurations
• Multi-location support - Configure local numbers for new business locations
• Campaign management - Set up dedicated numbers for marketing campaigns
• Perfect for number provisioning, compliance documentation, cost management

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New Recording

Monitor for new recordings added to your Twilio account:

• Quality assurance - Automatically review and score customer service calls
• Compliance tracking - Ensure all required calls are recorded and stored
• Training support - Identify calls for training purposes and agent development
• Essential for call analysis, compliance monitoring, automated transcription

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New Transcript Created

Triggers when a new transcript is created in your Twilio account:

• Automated analysis - Extract key information and insights from call transcripts
• Compliance monitoring - Scan transcripts for compliance violations
• Customer insights - Analyze customer sentiment and satisfaction
• Perfect for call analysis, knowledge base creation, performance metrics

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SMS Received

Triggers when you get a new SMS:

• Real-time processing - Handle customer inquiries and support requests
• Multimedia support - Process MMS with image and file attachments
• Two-way conversations - Enable sophisticated SMS conversation workflows
• Essential for customer support, appointment management, emergency notifications

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Twilio Actions

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Make Phone Call

Make an outbound phone call with full customization:

• Global calling - Support voice calls to any phone number worldwide
• Text-to-speech - Integration with automated message playback
• Call recording - Configurable recording and transcription options
• Perfect for customer outreach, appointment reminders, emergency notifications

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Send SMS Message

Send SMS messages with advanced features:

• Global messaging - Send text messages to any mobile number worldwide
• Long message support - Automatically split long messages into multiple parts
• Delivery tracking - Monitor delivery status and reporting
• Essential for transactional notifications, marketing campaigns, appointment management

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Send SMS Verification

Send SMS verification codes using Twilio’s verification service:

• Secure codes - Generate time-limited verification codes
• Automatic retry - Built-in retry and fallback mechanisms
• Fraud prevention - Integration with fraud detection systems
• Perfect for two-factor authentication, phone verification, transaction security

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Check Verification Token

Verify a token code sent to a phone number:

• Code validation - Validate verification codes against Twilio’s service
• Expiration handling - Handle expired codes and retry limits
• Detailed status - Provide comprehensive verification status and error handling
• Essential for login verification, identity confirmation, transaction authorization

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Create Verification Service

Create a new verification service for authentication requests:

• Multi-tenant support - Separate verification services for different clients
• Configurable policies - Set code length, expiration, and retry policies
• Multi-channel support - Support SMS, voice, and email verification
• Perfect for multi-tenant applications, department-specific verification, campaign verification

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Get Call

Retrieve details about a specific Twilio call:

• Comprehensive metadata - Access call analytics and routing information
• Recording access - Retrieve call recordings and transcriptions
• Quality metrics - Integration with call quality and performance data
• Essential for call analytics, quality assurance, billing analysis

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Get Message

Retrieve details of a specific message using its Message ID:

• Complete metadata - Access message content and delivery status
• Media attachments - Retrieve images, videos, and documents
• Delivery tracking - Monitor delivery confirmations and error codes
• Perfect for message tracking, compliance auditing, customer service analysis

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Get Transcripts

Retrieve transcripts from Twilio using their unique SID identifiers:

• Complete transcriptions - Access call content with timestamps
• Confidence scores - Retrieve accuracy metrics and speaker identification
• Multi-language support - Support for multiple languages and accents
• Essential for call analysis, compliance monitoring, training development

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List Calls

Retrieve a list of phone calls with optional filtering:

• Advanced filtering - Filter by date range, status, direction, and numbers
• Paginated results - Handle large datasets efficiently
• Export capabilities - Support for reporting and analysis
• Perfect for call volume analysis, performance reporting, cost management

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List Messages

Retrieve a list of messages sent through your Twilio account:

• Comprehensive filtering - Filter by date, direction, status, and numbers
• Bulk analysis - Support for message analytics and reporting
• Delivery tracking - Monitor message delivery and engagement rates
• Essential for campaign analysis, communication history, compliance auditing

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List Transcripts

Retrieve a list of transcripts from your Twilio account:

• Content analysis - Analyze call content across multiple conversations
• Quality metrics - Filter by call type and quality indicators
• Bulk processing - Support for transcript analysis and search
• Perfect for content analysis, quality assurance, knowledge management

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List Message Media

Retrieve a list of media files associated with a specific message:

• Multimedia support - Access images, videos, and documents sent via MMS
• Media processing - Retrieve file metadata and content
• Content analysis - Analyze visual content for insights and trends
• Essential for visual customer service, document processing, compliance documentation

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Phone Number Lookup

Look up information about a phone number using Twilio’s service:

• Carrier information - Retrieve carrier details and number type
• Geographic data - Access location and routing information
• Validation support - Verify phone number format and reachability
• Perfect for number validation, fraud prevention, geographic routing

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Download Recording Media

Download Twilio recording media files to a specified location:

• Multiple formats - Download in MP3, WAV, and other formats
• Batch processing - Support for automated download workflows
• Cloud integration - Integration with storage and content management
• Essential for archive management, quality assurance, training development

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Delete Call

Delete a specific call record from your Twilio account:

• Data retention - Manage call records per retention policies
• Privacy compliance - Remove records upon customer request
• Storage optimization - Clean up unnecessary records to reduce costs
• Perfect for data retention management, privacy compliance, system maintenance

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Delete Message

Delete a specific message from your Twilio account using its Message ID:

• Privacy protection - Delete messages upon customer request
• Retention management - Automatically clean up old messages
• Compliance support - Ensure message retention complies with regulations
• Essential for privacy compliance, data retention, system cleanup

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Practical Implementation Scenarios

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Advanced Features & Capabilities

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Configuration Best Practices

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Limitations & Considerations

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Next steps