Objective

Conversations are only created in the context of a Conversation configuration, so you need at least one before Twilio can start grouping messages and calls into conversations. This article walks you through the guided setup that names the configuration, chooses which traffic to capture, sets the conversation lifecycle, and connects a memory store.

Product

Conversation Orchestrator

Environment

Twilio Console

Procedure

1. In the Twilio Console, select Orchestration in the left sidebar.
2. Select Conversation Orchestrator, then Conversation configurations.
3. Select Create a Conversation configuration.
4. On the Name Configuration step, enter a Conversation configuration name (up to 32 characters, using letters, numbers, and some special characters such as dashes) and a Description (up to 512 characters) describing the purpose of the configuration.
5. Under Conversation grouping, choose a Grouping type:
6. Group by profile, communications with the same participant profile go to the same conversation, regardless of channel or address.
7. Group by address and channel, an SMS and a voice call from the same phone number create separate conversations.
8. Group by address, communications from the same address go to the same conversation, regardless of channel.
9. Optionally, under Webhook, enter a Callback URL and choose an HTTP method so Twilio posts all Conversation events for this configuration to your own application.
10. On the Messaging and chat traffic step, select the addresses whose traffic you want captured: SMS/MMS phone numbers, RCS, and Whatsapp phone numbers. To ingest traffic from an existing service instead, select Connect Conversations (classic) service or Flex and pick a Conversations (classic) service.
11. On the Voice traffic step, decide how calls are captured. To capture calls automatically, select Set up automatic capture and then choose your Voice phone numbers. You can also capture calls from your own code instead by referencing the configuration ID in your TwiML.
12. On the Configure lifecycle step, choose a Conversation lifecycle: Basic (conversations move from open to closed) or Include "inactive" state (an inactive conversation has no streaming communication data but can be reopened). Under Configure timeouts, set the timeout duration for each channel.
13. On the Enable Conversation Memory step, select an existing Memory store, or select Create new memory store, give it a Memory store name (letters, numbers, and hyphens only) and a Description, then select Save. Optionally select Turn on observations and summaries.
14. If automatic voice capture is enabled, complete the Voice transcription step so call transcripts appear alongside messages in the same conversation record.
15. Review everything on the Summary step, then select Create Conversation configuration. You are returned to the Conversation configurations list, where the new configuration appears.

Additional Information

• Both a name and a description are required before you can move past the first step.
• An address that is already assigned to another Conversation configuration is shown as unavailable, with help text naming the configuration that holds it.
• Do not set up automatic voice traffic capture for numbers that already use Conversation Relay or transcription, the call would be captured twice. If you use both custom code and automatic capture, make sure each individual call is only captured by one method.
• If you select both a Conversations (classic) service and individual channel senders, Twilio warns you that duplicate session records may be created, because a Conversations (classic) service already combines SMS, WhatsApp, and chat traffic.
• Closed and inactive timeouts interact: a closed timeout is required whenever an inactive timeout is set, and the closed timeout must be greater than the inactive timeout.
• You can create up to 5 memory stores, and a memory store name must be unique in your account.
• The number of Conversation configurations per account is limited. If you reach the limit, the console tells you that the configuration limit is reached and asks you to delete or edit an existing configuration instead.

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