What is Twilio Conversation Memory?

It is a contextual substrate that stores customer history, preferences, and conversation states. This allows AI agents to remember prior interactions so customers never have to repeat themselves.

Does Twilio provide the LLM for the AI agents?

Twilio is model-agnostic. While it provides the infrastructure and intelligence layers, you can use the Twilio Agent Connector (TAC) to bridge your preferred LLM (like GPT-4 or Claude) with Twilio’s communication channels.

How is 'active user' defined for pricing?

An active user is any unique identity (based on phone number, email, or ID) that sends or receives a message within a given month.

Can I transition a conversation from an AI to a human?

Yes. Using the Conversation Orchestrator, you can trigger a handoff to a human agent in a contact center (like Twilio Flex) while passing the full transcript and customer profile for context.

What channels are supported by Twilio's Conversational AI?

It supports Voice, SMS, WhatsApp, RCS, Facebook Messenger, Apple Messages for Business, and web chat.

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Customer engagement

Freemium

Conversational AI by Twilio

Build and orchestrate autonomous AI agents with persistent memory and multi-channel support across Voice, SMS, and WhatsApp using Twilio's enterprise communication platform.

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Rating

Reviews

Upvotes

4 months ago

Listed

Customer engagement

Conversational AI

AI Agents

Customer Support

Voice AI

Omnichannel

Chatbots

Contact Center

Developer Tools

Tool information

Provider

Twilio

Platforms

Web

API

iOS

Android

Languages

English

Spanish

French

German

Portuguese

Italian

Japanese

Chinese

API Available

Yes

Added to directory

4 months ago

Last updated

about 2 months ago

Rating

Not available

Pricing

Freemium

About Conversational AI by Twilio

What the tool does and who it's for

Conversational AI by Twilio is an enterprise-grade infrastructure platform designed to build, orchestrate, and scale AI-driven customer interactions. It integrates advanced Natural Language Processing (NLP) and Large Language Models (LLMs) with Twilio's global communication fabric, enabling businesses to deploy autonomous virtual agents across Voice, SMS, WhatsApp, and more. The platform features 'Conversation Memory' for persistent customer context, 'Conversation Orchestrator' for seamless channel handoffs, and 'Conversation Relay' for low-latency AI voice interactions. By unifying data and communication, it allows AI agents to recognize returning customers, recall past preferences, and trigger automated workflows based on real-time intelligence.

Key capabilities

Conversation Memory: Maintains persistent customer history and preferences across all interactions.

Conversation Orchestrator: Unifies multi-channel events into a single, continuous conversation flow.

Conversation Relay: Enables human-like voice AI with low-latency TTS/STT and smart turn detection.

Conversation Intelligence: Extracts real-time actionable signals and insights from live transcripts.

Twilio Agent Connector (TAC): A middleware SDK for bridging custom LLMs with Twilio’s infrastructure.

Omnichannel Support: Native integration with SMS, WhatsApp, Voice, and Facebook Messenger.

Contextual Handoffs: Seamlessly transitions AI interactions to human agents with full context preservation.

Enterprise Knowledge: Bases AI responses on your company’s specific policies and indexed documents.

Pricing

Freemium — plans below

Free Tier

Up to 200 monthly active users (MAU)
First 100k profile operations per month
First 10,000 recording storage minutes
Access to basic Conversations API

Pay-as-you-go

Enterprise

Contact sales

Volume discounts for high traffic
Dedicated account management
Priority support and SLA guarantees
Custom solution blueprints

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