Objective

This article walks you through creating a rule: choosing which language operators run, setting their parameters and versions, deciding when they run, choosing where results are sent, and optionally giving them extra context. A configuration needs at least one rule before it can analyze conversations.

Product

Conversation Intelligence

Environment

Twilio Console

Procedure

1. In the Twilio Console, select Orchestration in the left sidebar.
2. Select Conversation Intelligence, then Intelligence configurations.
3. Select the configuration you want to add a rule to, open the Details tab, and select Create rule in the Rules section. You can also select Create rule directly from the configuration's row in the list.
4. On Add language operators, select between one and five operators from the table. Operators are the smallest units of intelligence extraction, single-purpose AI tasks such as evaluating script adherence or sentiment. All operators in one rule run from the same trigger and return their results together.
5. On Set parameters, configure each selected operator. Only operators that have parameters appear here. For every operator, also choose a Version:
6. Automatic applies new versions as they become available.
7. Pinned locks the operator to a specific version you choose.
8. On Trigger and action, choose when the rule runs:
9. At conversation end, runs once when the conversation closes.
10. Conversation moved to inactive, runs when the conversation moves to an inactive state.
11. Custom frequency, runs at a communication interval you choose, up to every 20 communications. Then, under Action, enter the webhook URL that should receive the operator results each time the rule triggers.
12. On Add context, optionally select the knowledge bases this rule can access, and select Enable Conversation Memory for this rule if you want operators to use customer profile data.
13. On Summary, review everything and select Create rule. A confirmation appears that the rule was created.

Additional Information

A rule requires at least one operator and a trigger; the operator step and the trigger step must both be completed before you can finish.

The action URL must be a valid HTTPS URL. Results are delivered to it as a POST request.

For Custom frequency, the interval is limited to 20, selecting 1 means every communication.

If an operator needs a script to compare against, you select a Script knowledge base and then a Script knowledge source within it. If you have no knowledge bases yet, create one in Enterprise Knowledge before adding that operator.

If a pinned version is deprecated, a warning tells you it will be retired soon so you can move to a newer version before it stops working. Retired versions cannot be selected.

When a rule contains operators capable of using Knowledge or Conversation Memory, the context step highlights that so you know the option is worth setting.

Everything in a rule, operators, parameters, triggers, actions, and context, remains editable after you create it.

If you cannot find an operator for your use case, you can create your own language operator and then come back to add it.

This content was generated by AI and reviewed, edited, and verified by a human.