Conversation Insights (public beta)
Public beta
Conversation Insights, including the APIs, is currently available as a public beta release and the information contained in this document is subject to change. Some features are not yet implemented and others may be changed before the product is declared as generally available. Public beta products are not covered by the Twilio Support Terms or Twilio Service Level Agreement.
Conversation Insights is not PCI compliant or a HIPAA Eligible Service and should not be used in workflows that are subject to HIPAA or PCI.
Conversations products are only available in the new Twilio Console. If your account hasn't been migrated, you'll be redirected to the legacy Console where these products won't appear.
Conversation Insights is an API that you can use to query aggregated data from across the Conversations layer, including conversation metadata from Conversation Orchestrator and operator results from Conversation Intelligence.
The signals that matter most are the ones you define. With custom fields, a numeric value your own Conversation Intelligence operator produces, such as a lead score, a QA rating, or a compliance score, becomes queryable across your entire conversation volume. Average it by channel, compare it between AI and human agents, or track it week over week, with no separate pipeline to build.
Alongside your own measures, Conversation Insights aggregates the data the Conversations layer already produces: count conversations, analyze operator results, filter by time range, and group results by dimensions like status, participant, or operator name. Build custom dashboards, generate reports, set up alerts, or export data to external analytics platforms. For long-running queries, submit them asynchronously and poll for results.
Conversation Insights organizes data into cubes, each anchoring analysis on a different resource. You can query the following data:
- Custom measures: numeric values your own custom operators produce, such as a lead score or QA rating, which you register to make aggregatable.
- Conversation summary data: one row per conversation, combining orchestration metadata, participant counts, and operator results into a single analytics-ready record.
- Conversation data: metadata from Conversation Orchestrator, including IDs, status, participants, and timestamps.
- Operator result data: results from Conversation Intelligence operators run on conversations, including operator names, labels, and channels.
See Core concepts for each cube's measures and dimensions, and guidance on choosing between them.
Insights data becomes available approximately 15 minutes after conversation events.
Explore the following resources to learn more:
- Core concepts: Learn about cubes, measures, and dimensions, and how to choose between them.
- Define and use custom fields: Aggregate the numeric values your custom operators produce, such as a lead score or QA rating.
- Aggregate conversation data: Query the Metadata and Query endpoints.
- Query syntax: Learn how to construct queries, including asynchronous queries for long-running jobs.