Voice Insights Event Streams
Learn about Twilio Voice Insights Event Streams, an API tool that provides a unified, real-time stream of call summaries, conference states, and metrics piped directly into your data infrastructure. You can use this guide to send voice notifications, automate self-service tasks, manage inbound or outbound contact centers, deploy AI agents or AI/ML transcription, track calls, or establish PSTN connectivity.
See Related reference documentation to learn more about the Call Insights and Conference Insights event stream resources used in this guide.
Event Streams is an API that allows you to tap into a unified event stream and have it piped directly into your data infrastructure using modern technologies like Amazon Kinesis.
For Voice Insights the event stream emits events following the pattern com.twilio.voice.insights.* and comprises event streams for Call Insights and Conference Insights as shown below.
| Event Stream | Description |
|---|---|
| Call Insights Event Stream | Event stream to consume call summaries, call metrics and call insights events. |
| Conference Insights Event Stream | Event stream to consume conference summaries and conference participant summaries. |
For more information about Event Streams, see our docs.
This guide covers a feature that can support the following use cases:
You can use the feature in this guide to get insights whenever you send voice notifications using your app. For example, you can programmatically call customers to notify them of important updates, such as emergency weather closings, and learn how many calls connect successfully. To learn more advanced features that you can use with voice notifications, see Voice notifications.
You can use the feature in this guide to get insights whenever you automate outbound calls that gather user input using the keypad. For example, you can create appointment reminders that allow customers to confirm, cancel, or reschedule their appointment by pressing a number on their keypad, and track how many customers respond. To learn more advanced features that you can use with self-service automation, see Voice self-service automation.
You can use the feature in this guide to get insights for your programmatic inbound contact center that routes incoming customer calls. To learn more advanced features that you can use with inbound contact centers, see Voice inbound call center.
You can use the feature in this guide to get insights for your programmatic outbound call center that dials customers for telemarketing. To learn more advanced features that you can use with outbound call centers, see Voice outbound call center.
You can use the feature in this guide to monitor metrics whenever you deploy autonomous AI agents that converse with customers in real time. To learn more advanced features that you can use with AI agents, see Voice AI agents.
You can use the feature in this guide to track delivery and performance whenever your sales application programmatically dials prospects. To learn more advanced features that you can use with sales dialers, see Voice sales dialer.
You can use the feature in this guide to capture and store call connection details for marketing or attribution analysis. To learn more advanced features that you can use with call tracking, see Voice call tracking.
You can use the feature in this guide to track stream health and delivery when bridging traditional telecommunication systems to web applications. To learn more advanced features that you can use with PSTN connectivity, see Voice PSTN connectivity.
You can use the feature in this guide to get insights whenever you capture the audio of your outbound calls for AI-driven analysis. By recording the call, you can send raw audio to machine learning models for real-time transcription, sentiment analysis, or automated post-call summarization. To learn more advanced features that you can use with AI or ML transcription, see Voice AI/ML transcription.
Explore the following guides to build on what you've learned in this guide:
- Learn about advanced Voice Insights features.
- View Trust & Engagement Insights: Monitor and improve the trust and engagement factors that determine whether recipients answer calls.