Conversation Orchestrator is now generally available

Conversation Orchestrator is now generally available, unlocking Twilio's Conversation Layer for customer interactions across channels. Conversation Orchestrator creates a unified view of customer conversations, whether they happen over Voice, SMS, WhatsApp, RCS, or Chat (via Conversations (classic) API). Conversation Orchestrator natively resolves Customer Particiapant addresses (e.g. phone numbers) to an Identity on the Profile in Conversation Memory. This foundation powers Conversation Intelligence, Conversation Memory, and Twilio Agent Connect with a complete picture of every customer interaction.

This release includes:

• Core conversation primitives: Conversations, Communications, and Participants resources provide the building blocks for representing any customer interaction, with full API support for creating, reading, updating, and managing conversation state
• Omnichannel support: One unified conversation model works across Voice, SMS, WhatsApp, RCS, and Chat, eliminating the need to stitch together data from separate channel silos
• Passive and Active ingestion: Choose how Conversations form and Communications flow into them. Ingest existing Twilio messaging and voice traffic automatically, or create conversations explicitly via API/TwiML when your application needs full control
• Intelligent conversation grouping: Configure how traffic groups into conversations, by:
  1. Customer Profile: Recognize the same Customer Participant across channels and devices. This is the default grouping.
  2. Participant Addresses: Omnichannel on same number/ address (ie sms and voice)
  3. Address and Channel: Every new channel makes a new Conversation
• Customer-centric identity: Customer Participants are automatically linked to persistent identities that follow them across channels. When adding Participants, they may be added using addresses or Profiles
• Conversations (classic) API compatibility: Bridge existing Conversations (classic) API services to Conversation Orchestrator, gaining access to Memory and Intelligence features while your application continues to work unchanged

Read the announcement blog post for the full story, or get started with the Conversation Orchestrator documentation.