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Studio posts

  • By Jeff Yates
    Hiding PII/PCI from Studio Hiding PII/PHI from Studio

    Studio is PCI and HIPAA compliant – if you follow the rules. For example, you can employ best practices such as using the Capture Payments widget to collect payment information. Or you can refrain from announcing or requesting information that is not directly necessary. And yet, there are times when Studio’s verbose logs just record too much. In this article, I’ll walk through how to use the <REDIRECT> TwiML verb and Add TwiML Redirect Studio widget to “hide” data values from Studio.

    Prerequisites

    There are a couple prerequisites to using the tools presented here. You have to have a Twilio Account, and you have to have a phone number in your account. You can create a Twilio Account easily, and for FREE! Once you have the account, you can add a phone number. New accounts are given a little bit of credit, so these preliminary steps should not cost …

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  • By Stratos Tziallas
    Integrate Twilio with Apaleo for an Enhanced Guest Experience Apaleo Twilio Integration Header

    Planning your vacation or work trip – or just going on a road trip – always ends up requiring you to book a hotel room for the night. And this has become straightforward with the help of hotel booking applications and automated processes. But this requires hotels set up their infrastructure, integrate it with multiple systems, and depend on what those systems allow. Let’s face it – customization is limited, and when it comes to hospitality there are a LOT of different wants and needs from guests.

    In this tutorial we will demonstrate a way to automate your communication with your guests.

    Being connected to your existing infrastructure (in this case Apaleo), Twilio allows you to create your own custom solution, allowing a guest to create, update, or cancel their reservations.

    Apaleo is the cloud platform for agile accommodation businesses.

    All types of properties – from serviced apartments to hotel …

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  • By Wided Agrebi
    Push Your Business to the Next Level with Twilio Studio Push Your Business to the Next Level with Twilio Studio

    Customer satisfaction surveys are an innovative method for gathering the feedback you need to create a loyal and satisfied customer base. Using IVR (Interactive Voice Response) surveys will enable you to collect this crucial feedback while relieving you from unnecessary phone duty.

    However, the challenge here is how to prevent your customers dropping out before completion, and this is where you can leverage an IVR. You can start by asking for a customer's consent before initiating the survey. This way, you can minimise dropouts by removing those who do not wish to participate. Or you can call back those who dropped out after giving consent to increase your chances of keeping them engaged.

    This blog post will show you how to do that with Twilio Studio, our stateful visual workflow builder. We will start by creating a Studio flow, then build an IVR for a hotline …

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  • By Jordan Hanley
    Dynamic Contact Center Opening Hours Powered by Twilio Studio and Google Places Dynamic Contact Center Opening Hours with Google Places

    The Problem

    One of the most frequent asks when building out an IVR for a contact center is for the IVR to change when the contact center is closed. To deliver a great customer experience, you may want to direct the customer online, give them different options to self-serve, send them to voicemail or simply ask them to call back at a different time.

    This kind of functionality can be built out relatively easily using Twilio Functions with Twilio Studio to lookup a spreadsheet or database and some kind of logic to decide if your business is currently open. However, this can become complex when managing public holidays, business downtime or other exceptions.

    How Can This Be Easier?

    In the online-first world that we live in, most businesses have a presence on Google, and some are even striving to be the most visible in their sector or region. As such, …

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  • By Tilde Thurium
    Weiterleiten von SMS und Anrufen über eine alternative Telefonnummer Weiterleiten von SMS und Anrufen über eine alternative Telefonnummer

    Die Balance zwischen Privatsphäre und Komfort kann schwierig sein. Heute zeige ich Ihnen, wie Sie mit Twilio Nachrichten und Anrufe weiterleiten, sodass Sie Ihren Kontakten eine alternative Telefonnummer aushändigen können, unter der Sie erreichbar sind, während Ihre echte Telefonnummer geheim bleibt.

    Es gibt viele Gründe, warum Sie Ihre echte Telefonnummer vielleicht verbergen möchten:

    • Transaktionen mit Fremden im Internet wie Kauf/Verkauf auf Ebay Kleinanzeigen
    • Sie möchten Ihren Lieferanten und Kunden eine Nummer geben, unter der sie Sie erreichen können
    • Angabe einer Telefonnummer auf Ihrer Visitenkarte

    Voraussetzungen zum Erstellen einer Weiterleitungsnummer

    • Ein Twilio-Konto (melden Sie sich für ein kostenloses Konto hier an).
    • Eine Twilio-Telefonnummer mit SMS- und Sprachfunktionen
    • Eine Telefonnummer, an die Sie Anrufe und Nachrichten weiterleiten möchten. Für den Rest dieses Beitrags sprechen wir der Einfachheit halber von Ihrer Handynummer. Es kann aber auch eine beliebige Nummer mit SMS- und Sprachfunktionen sein.
    • Ein Freund mit einer SMS-fähigen Telefonnummer, der Ihnen beim …
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  • By Sarah Johnson
    Twilio Studioを利用し、コーディングなしでIVRフローを構築する No Coding IVR Studio Hero JP

    この記事はSarah Johnsonこちらで公開した記事(英語)を日本語化したものです。

    通話のルーティングに関して、様々なニーズがありえます。例えば、個人の電話番号をWebサイトに載せたくはないが、サイトに掲載する番号用と個人用の2台を所有するというのも気が進まないでしょうから、問い合わせの受け口としての番号(050等の番号)から個人の番号へルーティング(転送)が設定できるといいですよね。その際、コーディング(プログラミング)を伴わずに、グラフィカルなツールでルーティングが設計でき、迅速な導入・運用が可能であれば、さらに最高ですよね。

    本稿は、このようなニーズをお持ちの読者を対象としています。以下では、Twilio Studioを活用し、本稿用に予め用意されているツールを用いてIVR(電話応答フローの処理ツリー)を設計する方法を解説します。開発(プログラミング)の専門知識は不要ですので、安心して読み進めてください。

    IVR(自動音声応答)とは

    自動音声応答(IVR)とは、電話システムに関連する自動化テクノロジーで、これを使用することにより、通話の発信者は1つの電話番号を経由して、状況や選択に応じて、異なる情報または複数の人々にアクセスできるようになります。IVRシステムはキーパッド上のボタン押下等のやり取りを通じて通話者から情報収集を行い、収集情報に基づいて通話を適切に処理(例: お待たせ、ルーティング、転送、切断)します。IVRでは、「技術支援の …

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  • By Mark Marshall
    How to Make Twilio Flex WebChat Interactive interactive_webchat_hero

    In this post, we'll take a look at how you can bring clickable buttons, drop-downs, and calendars into Twilio Flex WebChat. Interactive elements can be leveraged during automated exchanges with bots as well as during agent interactions. You can use them to deliver more engaging experiences, elicit clear and quick responses, guide customers down a set of predictable pathways, or standardise formatting of inputs such as dates and times.

    Images of Flex WebChat showing clickable elements

    Prerequisites

    Getting Started

    Before we get into the implementation, make sure you've done the following.

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  • By Sarah Johnson
    How to Build a Studio IVR Flow with No Coding Experience No Coding IVR Studio Hero

    Do you have call routing needs? Don’t want your personal phone number on your website but also don’t want to carry two phones? Need low code and fast deployment?

    Well, you’ve come to the right place! This blog post will walk you through how to leverage Twilio Studio to create an IVR (phone tree) with a pre-built UI, no development expertise needed!

    What is IVR?

    Interactive Voice Response (IVR) is an automated phone system technology business use to allow callers to access different information or multiple people via one phone number. The system interacts with callers, gathers information from them, and then routes their call based on said information. IVRs can be as simple as “press 1 for technical assistance, press 2 for sales, press 0 to speak to the operator” or can be more complicated like flight lookups and changes when you call an airline.

    IVRs are a fantastic …

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  • By Bruno Kilian
    Transfer Calls Back to Your IVR from Flex Transfer into the IVR from Flex Hero

    We have all faced the scenario where we called a company, but talked with the wrong agent.

    Maybe we wanted to talk to Sales, but the Service team picked the call up – probably because we selected the wrong option while in the IVR.

    To tackle the scenario, agents will typically say, “please call us again, and press 2-4-1 to get to the correct department”. Or, perhaps, agents could transfer us to another department or queue but want to ensure that some parts of the IVR are still followed and tell us to hit a button sequence. And in yet another scenario, we may be offered the choice to follow a self-serve branch that may be more efficient for both the customer and the agent.

    This blog post will show you a step-by-step way to provide a better customer experience by allowing an agent to transfer a customer to the …

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  • By Lizzie Siegle
    How to Make a Wordle Solver with Twilio Serverless, Studio, and SMS wordle solver

    Like many word nerds and puzzle lovers, I am obsessed with Wordle, a word puzzle game created by Brooklyn-based software engineer Josh Wardle for his word game-loving partner. I made a Wordle version over SMS with Twilio Serverless to play even more Wordle, but sometimes, I get stuck while playing. Read on to learn how to build a SMS Wordle solver using Twilio Studio, Twilio Functions, the Twilio Serverless Toolkit, and the Datamuse API to find words given a set of constraints, or test it out by texting anything to +18063046212!

    This was built with my coworker Craig Dennis on my Twitch channel.

    textexample

    Want a brief overview of how it's built? Check out this Tiktok!

    Prerequisit …

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