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Compare 10 AI voice agents for real estate in 2026. Evaluate response time, CRM integration, multi-channel support, and scalability to find the right solution.

AI voice agents in real estate are all about response time, coverage and quick follow-through. If your system can't answer calls immediately, qualify intent, book tours and update your CRM without manual cleanup, it's not helping you win more deals; it's adding another layer for you to manage.

This guide isn't for browsing tools. It's for operators deciding whether to commit to AI voice agents in 2026 and ship something that actually helps you scale. We compare 10 platforms based on how they perform after signup, how fast you can go live, what breaks under real lead volume, and what it takes to keep them working week after week.

Top 10 AI Voice Agents for Real Estate (2026)

The goal here is simple: Helping you choose an option that you can launch confidently, not replace after the first integration headache.

1. Plivo

When aiming to build and scale AI voice agents for real estate, you care about two things: reaching prospects first and converting more inquiries into confirmed showings. Plivo excels here since it gives you production-ready AI voice agents that place instant callbacks, answer listing questions from your data, and book tours directly on your agents' calendars. They operate reliably across phone, SMS, WhatsApp and chat without stitching together telephony, AI models and messaging vendors.

Plivo is the AI agent builder platform for voice-first, omnichannel experiences—built on a carrier-grade telephony network trusted by Uber, Meta, Zomato, and thousands of businesses worldwide. Business teams can launch agents without writing code using Vibe agent. Engineering teams can orchestrate custom voice agents in code with full control. The foundation is Plivo's global communications infrastructure spanning 190+ countries: 15+ years of proven reliable infrastructure, low latency, and the call quality enterprises demand.

Core Capabilities:

Inbound & Outbound AI Voice Agents: Handle live calls end-to-end, qualify intent, route intelligently and escalate to human agents when needed.
Multi-Channel Agent Coverage: Run the same AI agent across phone, SMS, WhatsApp and chat with shared context across channels.
No-Code AI Agent Builder (Vibe): Build and deploy voice agents using plain-English instructions, no prompt engineering or coding required.
Build your way: Business teams launch with no-code tools; engineering teams build custom voice agents with full-code control. You're never forced into a single way of working.
Vertically Integrated Telephony (CPaaS): Voice runs on Plivo's own global telephony infrastructure, avoiding third-party carrier dependencies.
Low-Latency Voice AI Stack: Integrated TTS, STT and LLM orchestration enables sub-500ms response latency, critical for natural voice conversations.
Enterprise-Grade Reliability: Built on Plivo's proven CPaaS platform with 99.99% uptime, 15+ years of reliable infrastructure, and global carrier connectivity across 190+ countries.
CRM & Workflow Integrations: Pull customer context in real time and write call outcomes back to CRMs and support tools automatically. Connect Follow Up Boss, kvCORE, BoomTown, Salesforce, HubSpot, Google Calendar, Outlook, and your MLS/IDX feed.
You own the stack: You get to choose your speech-to-text (STT), text-to-speech (TTS), and LLM while keeping prompts and data portable and avoiding lock-in.

Best fit if you:

Need real-time voice agents that can operate continuously at scale.
Want to avoid stitching telephony, AI and messaging vendors together.
Plan to deploy across multiple channels, not voice alone.
Have defined workflows for lead qualification, routing or follow-ups.

Not a fit if you:

Only need a lightweight voice demo, basic IVR or short-term experiment.
Want a fully turnkey, real estate-specific tool with no configuration or workflow control.
Don't plan to integrate voice agents into your CRM, data stack or operations.

2. Luron AI

Luron AI is best suited for teams that need 24/7 AI voice agents that never miss calls and qualify leads automatically. It supports multilingual conversations and keeps pacing tight across accents and speaking styles. The system handles inbound and outbound voice conversations in dozens of languages and automates bookings and follow-ups without human staffing.

Core Capabilities:

Instant call answer & qualification: AI answers every call, gathers intent, and qualifies leads without hold times.
Multilingual support: Handles AI conversations in 45+ languages to cover diverse lead sources.
Inbound & outbound support: Manages both types of calls and can also run outbound follow-ups.
SMS, chat & email automation: Extends voice agents to text and messaging channels for a unified engagement approach.
CRM & integration options: Connects to existing phone systems via SIP trunking and can integrate with CRMs and ticket systems.

Best fit if you:

Want 24/7 lead capture and qualification without adding staff.
Need multilingual voice conversations for global or diverse markets.
Expect to automate bookings, follow-ups and reminders on voice and messaging channels.
Have a CRM or existing phone system you must integrate with.

Not a fit if you:

Only need a simple inbound answering or IVR replacement without automation.
Want a solution focused on voice only, with limited channel reach.
Prefer fixed, transparent pricing tiers publicly listed.

3. Callers AI

Callers AI is a platform for automating customer conversations with human-like voice agents that handle both inbound & outbound calls and messaging channels, powered by your brand's data and tone. It's focused on scaling high-volume voice interactions while maintaining contextual continuity across channels in a single branded voice experience.

Core Capabilities:

Omni-channel AI interactions: Voice agents run across phone, SMS, WhatsApp and chat from a central AI brain.
Human-like voice calls: Agents answer and place calls in a natural conversational style.
Lead workflows & use cases: Supports lead qualification, cold call automation, appointment confirmation, retention flows and more.
24/7 availability & language breadth: Designed to handle calls and messaging around the clock, in multiple languages.
Context remembering: Conversations carry context across voice and messaging so follow-ups feel continuous.
Integrations & automation: Connects to CRMs and tools (300+ integrations) so call outcomes can update your systems.

Best fit if you:

Want both inbound and outbound AI calling with consistent, natural-tone responses across channels.
Need an AI system that can qualify leads, confirm appointments and manage follow-ups automatically.
Are scaling high call volumes 24/7.
Prefer a central "brain" that keeps context across channels and workflows.

Not a fit if you:

Only want a basic voice or outbound dialer with limited cross-channel logic.
Need a tool focused exclusively on simple IVR or basic routing without AI conversation layers.
Prefer a product you can set up and forget in minutes without upfront configuration or workflow definition.

4. SquadStack AI

SquadStack AI is best suited for teams that want AI-assisted sales and voice engagement workflows supported by configurable human-in-the-loop automation. It blends automated outreach and qualification with options to escalate to human agents where needed, helpful for revenue teams that are focused on pipeline speed.

Core Capabilities:

Automated Lead Engagement: AI enabled workflows proactively contact prospects and qualify them using data-driven sequencing.
Voice & Messaging Channels: Supports outbound dialing, ringless voicemail, SMS and multi-touch sequences.
Human-in-the-Loop Escalation: Configurable handoffs to live agents when conversations need human judgment.
Sales Workflow Automation: Built-in logic for lead routing, prioritization and follow-ups across channels.
CRM Integration + Data Sync: Sync outcomes and engagement data back to CRMs like Salesforce, HubSpot, etc.

Best fit if you:

Want inbound and outbound automated voice interactions with natural conversation flows and multilingual capability.
Need AI that handles lead qualification, follow-ups and reminders as part of sales or customer engagement sequences.
Are automating sales outreach and conversational workflows alongside voice calls.

Not a fit if you:

Need an AI platform focused on low-latency, bespoke voice agent infrastructure tied tightly to your own telephony stack.
Are building a multi-channel bot with CRM/telephony hooks and developer control from the ground up at scale.

5. Telgent

Telgent leans into MLS and portal context. It is best for businesses that want always-on voice AI calling with automated scheduling, intelligent call handling and quick setup. Its platform emphasizes immediate activation, seamless integration with existing phone systems and natural AI responses that handle calls, schedule meetings and engage customers day and night.

Core Capabilities:

24/7 AI voice calling agents: Always-on call automation that answers and routes customer calls at any hour.
Lead engagement & scheduling: Automatically books appointments, meetings and showings based on natural language conversations.
Inbound call handling: AI answers incoming inquiries, qualifies intent and routes prospects with minimal human intervention.
Automated inquiry responses: Provides instant answers to property questions and responds to rental or sales leads.
Integration with real estate systems: Works with Zillow, Realtor.com, MLS platforms, Follow Up Boss, kvCORE, BoomTown, Salesforce and HubSpot for CRM continuity.

Best fit if you:

Need round-the-clock call handling that captures leads and books appointments without missing inquiries.
Want your voice AI to integrate with core real estate tools and CRM systems so client details are synced automatically.
Are focused on lead conversion and showing scheduling as part of your customer engagement workflows.

Not a fit if you:

Only require basic outbound calling with simple scripts rather than inbound + scheduling automation.
Expect a no-config, plug-and-play voice bot that requires zero setup or customization.
Want a platform that handles only one channel (voice only) without extending into SMS/WhatsApp/chat automation.

6. AIOnCalls

AIOnCalls is positioned as a virtual receptionist that never misses calls or opportunities. Best for teams that want an always-on voice AI assistant that handles inbound and outbound calls around the clock, engages callers in natural language, qualifies leads, books appointments and updates CRM data.

Core Capabilities:

24/7 Inbound & Outbound Voice Handling: AI answers and places calls around the clock across all hours and holidays.
Lead Qualification & Follow-Up Automation: Qualifies callers in real time and automates follow-ups via voice, SMS and email.
Appointment Scheduling & Calendar Invites: Books appointments and sends confirmations during calls.
CRM & Workflow Integrations: Integrates with CRMs like Zoho, HubSpot, GoHighLevel, Google Calendar for real-time lead syncing and activity logging.
Multilingual Conversations: Supports multiple languages and can handle simultaneous call sessions.
Live Agent Escalation: Transfers complex calls to human agents when needed.
Real-Time Analytics & Transcriptions: Provides live call monitoring, transcripts, sentiment analysis and dashboards.

Best fit if you:

Need an AI voice agent that never misses inbound calls and engages leads immediately, 24/7.
Want automated lead qualification, booking and follow-ups in voice, SMS, and email without human staffing.
Are integrating call outcomes and engagement data into CRM or calendar workflows.
Operate in industries where speed-to-lead matters and missed calls are costly.

Not a fit if you:

Only need simple IVR or on-premise call routing without conversational automation.
Prefer a pure telephony or developer API platform without built-in AI conversational layers.
Are looking for a voice agent with deep, specialized industry templates.

7. Brilo AI

Brilo AI is a business-focused AI phone and voice call agent platform that enables teams to automate real-time voice interactions across industries like real estate. It promises fast setup, natural human-like voice responses, 24/7 coverage, integration with business tools and built-in analytics, all without needing a technical team to get started.

Core Capabilities:

24/7 AI voice call agents: Always-on AI phone agents handle inbound calls and customer engagements at any hour.
Human-like voice interactions: Conversational voice responses built to sound natural and engaging.
Appointment booking & scheduling: Voice agents can book appointments with synced calendars and handle reminders.
CRM and business integrations: Integrates with a broad range of business apps (6,000+ app connections claimed) to sync customer context and outcomes.
Real-time analytics & insights: Live call transcripts, sentiment analysis, intent tracking and topic detection support actionable insights post-call.
Lead qualification automation: Agents engage prospects, capture intent and route high-value leads in real time.

Best fit if you:

Need 24/7 automated voice engagement that never misses inbound or high-volume calls for lead capture, scheduling or support.
Need a platform that books appointments, manages follow-ups and drives customer engagement without manual management.
Plan to integrate the voice agent with CRM, calendar tools and analytics pipelines to maintain context across systems.

Not a fit if you:

Simply need a basic phone tree, IVR or traditional call routing system.
Are focused solely on developer-centric API telephony without AI built in.
Require industry-specific compliance guarantees (HIPAA, PCI, etc.) documented publicly.

8. VocalDesk

VocalDesk is an AI-enabled voice and contact automation platform that helps teams automate calling, lead follow-up, support interactions and scheduling. Its focus is on automated voice conversations and multi-channel engagement with CRM integration and configurable workflows that replace manual outreach tasks.

Core Capabilities:

Automated Voice Conversations: Handles inbound and outbound calls using AI to engage, qualify, and route callers.
AI-Driven Lead Qualification: Automated conversation flows that marks lead intent and priority.
Appointment Booking & Reminders: Schedules meetings and sends reminders as part of automated flows.
Multichannel Messaging: Engages customers across voice, text and messaging platforms.
CRM & Workflow Sync: Connects with CRM systems and business tools to log interactions and maintain records.

Best fit if you:

Want to automate call handling and lead follow-up without manual dialing.
Need a solution that combines voice and messaging outreach with CRM context.
Are focused on lead qualification and scheduling as part of broader sales engagement.

Not a fit if you:

Only need basic call routing or IVR without AI handling.
Require explicit developer control over telephony APIs.
Rely on hard metrics like latency, concurrency limits or multi-region telephony SLAs.

9. Calldock

Calldock is an AI voice agent platform intended for instant lead engagement, automatic qualification and scheduling. Its system calls leads within seconds of form submission, conducts natural conversations and integrates with calendars and workflows to automate follow-ups and booking.

Core Capabilities:

Instant lead callbacks: Calls website leads within ~60 seconds of a submission, boosting early engagement.
Calendar booking: Agents can book appointments directly to your calendar during live calls.
Multi-channel follow-up: Agents send SMS and email follow-ups as part of the call workflow.
Seamless handoff & callbacks: You can trigger human handoffs in natural language and schedule intelligent callbacks.
API, webhooks, & integration ecosystem: Support for APIs and pre-call webhooks lets you fetch context before calls and connect with Gmail, Google Calendar, Slack, Zapier and thousands more.
Developer playground & documentation: Provides API documentation and code examples for triggered calls and automated workflows.

Best fit if you:

Want immediate lead engagement that happens in seconds.
Need voice agents that qualify, book and follow up automatically across voice, SMS and email.
Plan to integrate voice engagements with calendar and business workflows.
Need a voice agent that works with easy templates for common industries with minimal setup.
Want a low-code or no-code setup that goes live with simple configuration.

Not a fit if you:

Need proper inbound/outbound calling with API integration.
Require deep telephony infrastructure control or enterprise telephony SLAs.
Are building highly custom dialogue systems that need proprietary LLM tuning beyond the existing templates.

10. Ylopo

Ylopo is a digital marketing and lead gen platform built for the real estate industry. It combines lead capture, nurturing, AI voice calling, AI texting, branded websites and marketing automation into one system that integrates with CRMs and helps real estate teams generate and convert leads.

Core Capabilities:

AI Voice Follow-Up: Automatically calls new and existing leads to qualify interest and connect them to agents.
AI Text Conversations: Runs two-way SMS conversations to nurture leads until they're ready to talk.
AI² Voice + Text System: Combines calling and texting into one coordinated follow-up engine.
Automated Appointment Transfers: Delivers live transfers or booked appointments when leads are qualified.
Lead Generation & Nurture: Includes PPC ads, remarketing and IDX websites to capture and feed leads into AI follow-up.
CRM & Website Integration: Syncs AI conversations and lead activity with CRMs and branded real estate websites.

Best fit if you:

Want lead capture with nurturing as a unified system rather than isolated voice interaction tools.
Are a realtor or team that wants AI to automatically engage leads by text and phone, not just manage manual contacts.
Need branded websites with IDX search and integrated lead capture feeding into automated follow-up.
Plan to keep leads engaged over longer time horizons (e.g., 90-day voice follow-up).
Value combined marketing + AI follow-up rather than a single channel (voice only).

Not a fit if you:

Are looking for pure AI voice agent infrastructure like a telephony-first CPaaS platform.
Need tools focused on enterprise-grade telephony performance, low-latency voice systems or custom telephony workflows.

What Matters Most in AI Voice Agents (Beyond the Basics)

1. Telephony Ownership vs. Vendor Stitching

Many AI voice tools rely on third-party telephony stitched together with AI layers. This often introduces latency, call drops and limited routing control at scale.

What to prioritize:

Built-in telephony with direct carrier connectivity
End-to-end control over call routing and quality
Fewer external dependencies

Plivo runs on its own global CPaaS and carrier-grade telephony stack, removing third-party voice dependencies.

2. Real-Time Performance (Latency & Uptime)

Voice conversations break down quickly when responses lag or calls fail. Sub-second latency and high uptime aren't "nice to have"—they're mandatory.

What to validate:

Sub-500ms voice response latency
99.99% uptime or better
Real-time STT, TTS, and LLM orchestration

Plivo's vertically integrated Voice AI stack is designed for low-latency, real-time conversations on proven infrastructure.

3. Multi-Channel Context, Not Disconnected Bots

Leads move between calls, SMS, WhatsApp and chat. Treating each channel as a separate bot creates broken experiences and duplicate work.

What to look for:

Shared context across voice and messaging
Unified conversation history
Seamless handoffs between channels

Plivo supports multi-channel agents that share context across phone, SMS, WhatsApp and chat from a single system.

4. Integration Depth (CRM, Calendars, Workflows)

Voice agents don't operate in isolation. Without deep integrations, they become another silo your team has to manage.

Prioritize platforms that:

Read from and write to CRMs in real time
Trigger workflows during live calls
Integrate cleanly with calendars and support tools

Plivo integrates directly with CRMs and business systems, allowing agents to act on live data and update records automatically.

5. Built for Scale, Not Just Launch

Many tools work well for pilots but struggle under sustained call volume or multi-region deployment.

Ask:

Can this run continuously without degradation?
Are pricing and performance predictable as usage grows?
Will this still work when channels or regions expand?

Plivo's AI agents are built on infrastructure that already powers enterprise-grade voice and messaging at global scale.

FAQs

What's the fastest way to go live without breaking existing operations?

Start with a single, contained flow like after-hours inbound calls or instant lead callbacks. Connect your phone numbers, CRM and calendar, define escalation rules and launch! You can expand coverage once live data validates the flow.

How do I ensure voice quality doesn't feel robotic or laggy?

Voice quality depends on latency and telephony control. Platforms with integrated telephony and real-time STT/TTS orchestration keep responses sub-second, which is critical for natural conversations that callers don't hang up on.

How does the agent stay accurate and compliant with real estate data?

The agent should pull from a restricted, curated knowledge source (MLS, IDX, listings) and operate within defined guardrails. When questions exceed scope like pricing nuance, legal terms, fair-housing-sensitive topics, it escalates to a human automatically.

What happens when call volume spikes or multiple leads call at once?

Calls don't fail—they should queue. High-intent conversations can be routed to live agents, while others are qualified, scheduled or followed up asynchronously. Every outcome is logged so nothing gets lost.

How does this fit into my CRM and follow-up workflows?

The agent reads live CRM data during calls and writes outcomes back automatically in the form of notes, disposition, next steps and booked appointments. Your team picks up conversations with full context instead of starting from scratch.

Try Plivo Free

Curious how an AI voice platform performs in your workflows, not just in theory? Plivo offers a free trial account with credits so you can experiment with voice, SMS, WhatsApp and chat services before committing. When you sign up, you get trial credits, can add a phone number and start testing features like real-time voice interactions and multi-channel engagement using APIs or visual tools like PHLO. This lets you validate performance, integrations, and call flows with your actual data—all without upfront cost.

Plivo's trial lets you test core capabilities immediately, making it easy to see how quickly you can build, launch, and refine agents that handle calls, qualify leads and update systems in real time.

Get started with your free trial now and begin building your first agent today.

Jan 20, 2026

5 mins

Best AI Voice Agents for Customer Support and Service (2026): What to Deploy Now

Compare 10 AI voice agent platforms for customer support. Get a practical 30-day pilot framework, implementation workflow, and outcome-driven selection guide.

1) Plivo — The fastest path to production-grade AI voice agents for customer support

A recent Gartner survey found that most customer service leaders plan to explore or pilot conversational GenAI in 2025—making a clear, near-term mandate to deliver something that works on the phone channel, not just in chat. That's your cue to build a reliable voice front door with an AI agent builder platform designed for voice-first, omnichannel experiences.

Why Plivo is #1

Plivo is the AI agent builder platform that lets you build your way. Whether you're a business leader who needs to launch fast or an engineering team building custom workflows, Plivo meets you where you are. Start with no-code tools that let non-technical teams deploy agents in hours. Go deeper with low-code orchestration for more control. Or build from scratch with full-code frameworks that integrate into your existing stack. You're never forced into a single way of working.

What it does for you

Plivo's Voice AI stack is modular by design. Want speed? Use the fully integrated platform—STT, LLM, TTS, and telephony—pre-configured and ready to go. Want control? Orchestrate your agents using code with Plivo's Agentic STT models and Telephony, alongside your preferred LLM providers. Want just the connectivity layer? Use audio streaming or SIP trunking and bring everything else yourself. You decide where Plivo ends and your stack begins.

Underlying it all is a reliable, carrier-grade telephony platform that scales for enterprises—global PSTN/SIP connectivity, number provisioning and porting, call routing with failover, recording with consent, and clean human handoff with full context into your CRM or help desk.

Segment-by-segment fit

If you're SMB, launch fast with no-code tools that let you deploy agents in hours, plus a simple dashboard and connectors for Shopify and Calendly. If you're mid-market, use low-code orchestration for more control, with a modular stack that lets you use what you need—swap in your preferred LLM, STT, or TTS. If you're enterprise, build with full-code frameworks that integrate into your existing stack, plus a modular Voice AI stack to pick-and-choose what you need, governance features (RBAC, audit transcripts, data residency), and contact center integration for high availability and reporting.

Start with Voice, go everywhere

Voice is the hardest channel to get right—and it's where Plivo leads. But the same flexible building experience extends to WhatsApp, SMS, RCS, and Chat. Build once, deploy across channels, and meet customers wherever they are.

Suitable for

Fintech customer service: consent-first flows, secure keypad capture, dispute status, and callbacks.
Healthcare scheduling: multilingual intake, appointment changes, escalations with a summarized handoff.
Retail and logistics: order status, returns, delivery windows, and SMS/WhatsApp follow-ups.

No more choosing between a locked-in platform that's easy but limiting, or a DIY approach that's flexible but painful. Plivo gives you both—simplicity when you want it, depth when you need it.

Explore the Voice API, check pricing, review compliance, handle numbers & porting, browse case studies, or jump into the quickstart.

2) Google Dialogflow CX — Complex, branching flows without spaghetti

Key features

Dialogflow CX uses a flow-and-page model to capture state and branching, so you can manage multi-step intents like returns, warranty claims, and multi-factor verification without dozens of brittle intents. It supports voice and text and includes versioning, experiments, and test tools. For telephony, you can use partner gateways or SIP; for global reach, put Plivo at the edge and connect to CX.

Why it matters

Complicated support journeys need explicit state. CX gives you that structure. If your "Where's my order?" workflow forks based on identity checks, fulfillment method, and policy windows, you can keep logic readable and testable. CX also plays well with multilingual experiences and mixed initiative, so callers can change course mid-conversation.

Implementation steps

Start with a single high-volume journey and draw it as a CX flow. Add a fallback page with a short menu for noisy lines. Ground the bot in your knowledge base and order system, then add handoff rules. Put Plivo in front for numbers, routing, and recording consent, and pass summaries back to your ticketing system.

Suitable for

Teams with multiple brands or product lines, where branching grows quickly and consistency matters across regions.

3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own

Key features

Lex handles the speech and NLU for voice and text. Connect adds the contact-center fabric: routing, IVR, call recording, and agent desktop. It's a natural fit if your data and apps live in AWS and security prefers IAM-managed access. For global numbers or bring-your-own carrier control, front with Plivo and route into Connect.

Why it matters

Staying inside AWS accelerates procurement, security reviews, and monitoring. You can call Lambdas for tool use, search knowledge with Kendra, and use Connect metrics and contact flows your ops team already knows. That shortens time to value and concentrates governance in one place.

Implementation steps

Define one call flow in Connect (ID&V → status lookup → handoff). Build Lex intents from your top FAQs. Add Plivo for number management, routing, and failover. Send summaries back to your CRM or help desk. Keep a barge-in plan for noisy environments and a keypad fallback for payment flows.

Suitable for

IT-led programs where AWS standardization, auditability, and a single pane of glass for monitoring are priorities.

4) IBM Watson Assistant — Governance-first deployments in regulated industries

Key features

Watson Assistant supports omnichannel conversations with documented security and governance options, including deployment paths designed for regulated workloads. If your risk office leads the decision, IBM provides clear guidance on audit logging, data handling, and architectural choices. Add Plivo to handle PSTN/SIP, call consent prompts, and compliant recording policies.

Why it matters

Financial services and healthcare teams often need auditability from day one. When you need clear data-handling boundaries and deployment models that align with internal controls, IBM's documentation and support track help you pass reviews without months of back-and-forth.

Implementation steps

Map your data-classification rules to Watson's deployment options. Keep contact recordings and transcriptions in your approved storage. Use Plivo's routing and consent prompts to standardize intake across regions. Summarize calls into your case system for full traceability.

Suitable for

Organizations with heavy compliance needs, strict data residency, or formal audit trails for every customer interaction.

5) Cognigy.AI — IVR modernization with fine-grained voice control

Key features

Cognigy combines a visual designer with a voice gateway that supports streaming ASR, interruptibility, and transfer control. It integrates with multiple speech providers and enterprise systems like SAP and Salesforce. This lets you tune barge-in sensitivity, error handling, and handoff cues rather than living with a one-size-fits-all IVR.

Why it matters

If callers still hear a menu tree, you're wasting time and goodwill. Cognigy helps you replace rigid menus with natural conversations and graceful escalation. You keep the levers you need—timing, sensitivity, fallback prompts—so the agent feels human, not scripted.

Implementation steps

Start with the two intents that create the most queue time. Set barge-in thresholds conservatively and widen them after you test in live traffic. Put Plivo at the edge to manage numbers, recording policies, and failover. Send summaries with disposition tags to your CRM.

Suitable for

Enterprises with legacy IVRs, high call volumes, and a clear need to reduce effort without ripping out the contact-center core.

6) Salesforce Agentforce — CRM-native service automation where your team works

Key features

Agentforce brings AI agents into the Salesforce console and data model. Your service team stays in the view they know, while the agent handles common intents, drafts summaries, and routes cases. Add Plivo for calling so every phone interaction lands in Salesforce with the right context.

Why it matters

When everything you need to resolve an issue already lives in Salesforce, keeping the agent there shortens integration time and improves analytics. Supervisors can coach on the same dashboard and review case summaries, while admins maintain clear governance over data and automations.

Implementation steps

Pick one queue with repetitive calls. Tie identity checks to account data and warranties. Keep a "press 0 for a human" fallback and make sure the agent passes a clean summary with next steps. Use Plivo for the phone edge so call recordings and consent are consistent across regions.

Suitable for

Service teams that treat Salesforce as the system of record and want automation to feel native—not bolted on.

7) Zoom Virtual Agent for Phone — A 24/7 receptionist and concierge

Key features

Zoom's Virtual Agent for Phone handles greetings, routing, and the most common requests. You train it from existing docs and site content, then turn it on for after-hours or full-time reception. It's built for quick wins like appointment scheduling, store hours, and simple status checks with transfers when needed.

Why it matters

If reception lines clog your switchboard, a front-door voice agent can deflect simple questions without new headcount. As you add skills, you can expand from triage to completing tasks. For broader reach, connect Plivo to add global numbers and transactional notifications via SMS or WhatsApp.

Implementation steps

Start with greeting, business hours, and routing. Add appointment booking next. Keep live-agent transfers one click away. If you outgrow the PBX perimeter, bring Plivo in to manage numbers and cross-channel follow-ups.

Suitable for

Single-number switchboards, high-volume reception desks, and teams that need a quick, always-on front door.

8) Sierra — Enterprise "autonomous" agents with category momentum

Key features

Sierra focuses on enterprise-grade AI agents for customer service with an emphasis on agentic workflows. The leadership and market traction give executives confidence to back bigger bets. If you're evaluating multi-channel automation with rigorous SLAs, Sierra is a credible short-list option. Plug it into Plivo for reliable telephony, recording consent, and global routing.

Why it matters

Momentum reduces perceived risk. When you need cross-functional buy-in, a vendor that's already in enterprise production helps. You still need the phone edge right: numbers, routing, and failover that won't buckle under peaks.

Implementation steps

Define two end-to-end journeys (e.g., ID&V + order update; returns approval). Keep human handoff one step away and capture every call summary in your case system. Instrument containment and transfers, then iterate weekly.

Suitable for

Large teams planning multi-channel agents and looking for vendor accountability with clear deliverables and timelines.

9) Tidio (Lyro) — SMB eCommerce chat that pairs well with voice

Key features

Tidio blends live chat, an AI agent, and eCommerce integrations. It's a practical way to resolve repetitive questions, free up your team, and capture intent while buyers are on your site. Add Plivo for a simple order-status line and SMS/WhatsApp updates so customers get answers by phone as well as chat.

Why it matters

eCommerce teams need fast coverage more than complex architectures. You can start with FAQs, then add checkout and account questions. When phone calls spike—promos, holidays—route a basic voice flow through Plivo and keep your agent consistent across channels.

Implementation steps

Load your top FAQs and shipping policies, add a returns flow, and set clear handoff rules. For voice, route a single Plivo number to a lightweight agent that authenticates by order ID and ZIP code, then offers a callback option during peaks.

Suitable for

Lean teams that want to reduce repetitive chat volume now and add phone coverage without standing up a full contact center.

10) Robylon — Multi-channel AI agents focused on support teams

Key features

Robylon specializes in AI-driven customer support across voice, chat, email, and messaging. It integrates with help desks like Zendesk and Freshdesk, supports multiple languages, and offers analytics dashboards designed for service leaders. It's a pragmatic fit if your help desk is the hub of your operation.

Why it matters

You want human-like conversations that escalate cleanly. Robylon's positioning around support workflows means your ticketing, SLAs, and dispositions stay intact. For reliable calling, use Plivo for numbers, routing, and recording consent so your phone channel matches the quality of your chat channel.

Implementation steps

Start with account updates and appointment scheduling. Ground the agent in your help-desk knowledge base and macros. Track resolution time and transfer reasons; refine weekly.

Suitable for

Mid-market support teams who want a focused system that plugs into existing help-desk processes and expands to voice without heavy lifting.

How to run a safe, high-signal pilot in 30 days

Define success first

Pick three metrics: containment, transfer rate, and average resolution time. Write a one-line target for each and a go/no-go threshold. Everyone should know what "good" looks like before you take your first call.

Start with narrow, high-volume intents

"Where's my order?", appointment changes, returns, account updates. These are predictable, frequent, and measurable. Script your handoff sentence so agents never start from zero.

Build the right guardrails

Add a consent prompt, a keypad fallback for sensitive inputs, and a short backup menu for noisy environments. Keep the escalations simple: one route for billing, one for everything else.

Ground every answer

Connect the agent to your CRM/help desk and knowledge base. If the answer doesn't exist in your source of truth, escalate. Summarize every call into the ticket with disposition and next steps.

Iterate weekly

Review 20 call transcripts together. Fix the top three friction points. Update prompts and knowledge. Ship changes. Repeat.

FAQ

What's the fastest way to launch a voice agent without changing my stack?

Keep your telephony and routing on Plivo, connect your preferred conversation engine, and ground it in your CRM/help desk and knowledge base. Start with one number, one intent, and a simple fallback.

How should I measure success in the first 30 days?

Track containment, transfer rate, and resolution time. Listen for barge-in moments and interruptions—they reveal prompt and timing issues that you can fix quickly.

How do I implement consent, recording, and PCI/PHI safely?

Play a clear consent prompt before any recording. Use keypad input for payments or sensitive data. Store recordings and transcripts in approved systems and keep audit logs.

When is Dialogflow CX better than Lex, IBM, or Cognigy?

Choose CX for complex branching flows and multilingual journeys; Lex when your team standardizes on AWS; IBM when governance and deployment control are paramount; Cognigy when you're modernizing IVR with fine-grained voice settings.

How do I handle accents, noise, and barge-in in production?

Use a robust ASR, tune your barge-in sensitivity, and keep a keypad fallback. Test in noisy environments and shorten prompts. Summaries help human agents pick up without asking callers to repeat themselves.

Conclusion: Build the voice edge once, then scale what works

A measured result to anchor ROI. McKinsey reported that, at one company with thousands of agents, applying generative AI raised issue resolution and lowered handling time—small percentage gains that compound into real savings at scale. That's the kind of lift your leadership expects—and the reason to start with a focused pilot that moves one metric.

Bring your "brain" of choice, but keep the phone edge on Plivo so every call connects, every consent is captured, and every handoff carries context. Define three KPIs, pick one journey, and go live with a human fallback. Review transcripts weekly, then scale to the next two intents.

Ready to hear what real-time voice feels like? Build your agent or talk to an expert today.

Jun 19, 2025

5 mins

RCS Marketing 101: Your Complete Guide

Discover how RCS marketing delivers rich, branded messages that drive engagement for your business.

SMS marketing works, but let’s be honest: it feels a bit outdated compared to modern apps.

But what if you could send rich, interactive messages with branded content, images, buttons, and carousels straight to your customers’ native messaging apps?

Rich communication services (RCS) makes that possible.

If you’re ready to explore how RCS marketing can transform your engagement strategy, this guide will walk you through everything you need to know. Let’s get started.

What is RCS marketing?

RCS marketing uses rich communication services to send interactive, branded messages through a customer’s default messaging app. It’s a modern upgrade to SMS that lets businesses share images, buttons, carousels, and more — all without needing third-party apps.

A user on Reddit summed up this perfectly:

Screenshot of a Reddit comment explaining what RCS is — *RCS explained by a Reddit user*

RCS lets you send messages that are visually branded with logos and colors while remaining interactive. This turns static updates into an app-like experience inside a message.

This shift is part of a broader industry move, led by Google and backed by major mobile carriers, to upgrade messaging infrastructure and make RCS the default standard on Android devices.

As support continues to grow, businesses are adopting RCS as part of their customer engagement strategy. Platforms like Plivo make that adoption easier with a reliable, enterprise-grade gateway to deliver rich, reliable RCS campaigns at scale.

RCS vs. SMS marketing: A quick comparison

Marketers today are looking for ways to deliver more interactive and visual communication, and RCS is clearly leading the way.

While SMS still works well for simple alerts, it lacks the creativity and engagement that RCS marketing offers.

Let’s take a quick look at RCS vs. SMS marketing.

Key feature	SMS marketing	RCS marketing
Message length	Limited to 160 characters; with longer messages split	Up to 8,000 characters in a single message
Multimedia	Supports only plain text and links; needs MMS for multimedia	Natively supports high-resolution photos, videos, audio, and GIFs
Security and verification	No built-in sender verification	Includes verified sender profiles with business name, logo, and custom colors
Read receipts	No standardized way to know if a message was delivered or read	Provides delivery and read receipts for real-time engagement tracking
Typing indicators	Doesn't show when the other party is typing	Displays typing indicators, creating a more conversational feel
Interactive buttons	Not supported; calls to action (CTAs) are limited to plain text links	Allows interactive buttons with predefined replies and actions
User experience	Static, text-heavy, and transactional	Dynamic, visually rich, and conversational — feels more like a mobile app
Analytics and reporting	Basic delivery tracking (if supported by carrier)	Advanced analytics: opens, clicks, conversions, and user behavior tracking

4 key benefits of RCS marketing

RCS marketing makes messaging feel more natural for both you and your customers. And since you can see what’s working and what’s not, it’s easier to pivot your strategy and get better results.

Here are its four key benefits.

1. Improved user interaction

One of the biggest advantages of RCS marketing is how seamless it makes the experience for your customers. Instead of typing out replies or clicking a link to open a website, users can just tap a button right inside the message.

Want them to book a demo, check order status, or browse products? It’s all possible with just a tap.

Fewer steps mean less effort, and that leads to more people following through. In fact, individuals spend up to 37 seconds engaging with RCS messages, which is a lot longer than most other types of mobile messaging.

Image showing the engagement results of RCS messaging — *People engage more with RCS than any other platform*

That extra time and interaction can make all the difference when you’re trying to convert interest into action.

2. Consistent brand experience

RCS marketing doesn’t just tell people who you are — it shows them.

Verified business profiles help people know they’re getting messages from the real brand. Every message shows your brand’s logo, name, colors, and a checkmark. These small details make it clear that the message is coming from a genuine source.

Image showing that MAYI - HOMES sends a verified RCS message with branding — *Verified RCS message from MAYI - HOMES*

This consistency matters because 88% of people are more likely to buy from a brand they trust.

3. In-depth analytics

With RCS marketing, you can track open rates, button clicks, and how people interact with each part of your message.

You get clear visibility into what’s working and where users are dropping off.

This makes it much easier to measure the return on investment (ROI) and fine-tune your campaigns. The more you understand how people engage, the better you can shape your messaging for results.

4. Higher conversion potential

RCS marketing makes it easier for customers to take action — whether that’s browsing products, booking a service, or making a purchase — all within the message itself.

With fewer clicks and no need to switch apps, the path to conversion feels effortless. And when it’s that easy, more people follow through.

For example, EaseMyTrip used RCS to run a post-COVID travel survey. They added quick-tap answer options and followed up with a thank-you coupon. The campaign saw a 4x higher click-through rate than email, 10x more survey completions, and a 2.7% increase in conversion rate.

5 major use cases of RCS marketing

Here are five major use cases showing how brands are using RCS marketing effectively.

1. Product promotions

RCS makes product promotions feel more like browsing a store than reading a message. Brands can send image carousels that customers can swipe through to explore new arrivals, check product details, and see what’s available without leaving their messaging app.

Verified RCS message highlights a 25% off promotion on all items — Verified RCS message from Daily-donuts

Example: A fashion retailer promoting its spring collection could send an RCS message featuring a carousel of outfits with styled images, prices, and buttons like “View Lookbook” or “Shop Now.”

Tapping a button could open a mini product page inside the chat, letting customers browse and buy without switching apps.

2. Abandoned cart reminders

The average cart abandonment rate is over 70%, which means most shoppers never make it to the finish line. RCS marketing can help bring them back by making the reminder more engaging and easier to act on.

You can send a message that shows exactly what they left behind, along with a clear button to complete the purchase. It’s visual, straightforward, and the entire experience stays within their messaging app.

Example: A home electronics store could follow up with customers who left a pair of wireless earbuds in their cart. The RCS message might include a product photo, the price, and a “Buy Now” button that takes them straight to checkout.

3. Appointment confirmations and reminders

A PhD thesis from Manchester Metropolitan University found that forgetfulness is the most common reason people skip their appointments.

RCS makes it easier for both businesses and customers to stay on the same page. You can send a message that shows the appointment details along with a simple calendar view. Add buttons to confirm, reschedule, or cancel — all within the chat.

Image depicting an interactive RCS booking confirmation message — Booking confirmation via RCS with quick action buttons

Example: A dental clinic could use RCS to remind patients of upcoming cleanings. The message might show the date, time, and location of the appointment, plus a “Confirm” button and options to “Reschedule” or “Cancel.”

Patients can respond instantly, helping the clinic manage its schedule more efficiently.

4. Customer surveys and feedback

Getting feedback is important, but most customers lack the time or patience to complete lengthy forms. RCS marketing makes it easier by allowing brands to ask short, targeted questions and receive quick responses.

Plus, the rich features of RCS let you include images, ratings, or multiple-choice options, making feedback feel more like a conversation.

Example: A restaurant could send an RCS message after a meal asking customers to rate their experience with simple buttons like “Excellent,” “Good,” or “Needs Improvement.”

The message might also include a photo of the dish they ordered and a quick question like, “What did you like most?” This quick interaction makes it easy for customers to respond and gives the restaurant valuable insights.

5. Customer support follow-ups

After a support request is resolved, following up shows customers you care and helps close the loop on their experience. But if the follow-up message gets buried in an email inbox or goes unnoticed, that opportunity to connect is lost.

With RCS marketing, you can send a quick message to check if everything’s working fine. You can include helpful buttons like “Change Password,” “Manage Account,” or “Talk to Support.”

Support bot provides instant replies and follow-ups for customer queries — AI-powered support for account management

RCS marketing myths and realities

Despite RCS marketing’s growing adoption and proven results, some common misconceptions still hold businesses back from trying it. Let’s look at a few of the biggest myths and what’s actually true.

Myth 1: RCS marketing is too expensive

At first glance, RCS business messaging can seem like a pricey upgrade. Rich visuals, tap-to-action buttons, and branded layouts look premium, so it’s easy to assume they come with a hefty cost.

But cost alone doesn’t tell the full story.

What you get in return matters more. RCS drives significantly stronger engagement with higher click-through rates, increased interactions, and better overall outcomes.

Take Club Comex, the loyalty program of North American paint brand Comex. They sent two rich and interactive RCS campaigns to their members and saw a 10x higher click-through rate, which helped increase revenue by 115%.

That’s the value side of the equation. Better targeting and richer content mean more people click, engage, and convert.

Myth 2: RCS marketing doesn’t reach enough users to be worth it

This concern made sense in the early days of RCS, when adoption was still catching up. But the landscape looks very different now.

In June 2024, the 12-month growth of RCS users reached 36.3%, showing faster uptake than other messaging channels. More Android devices support RCS by default, and it’s being rolled out across more networks globally. Even Apple has announced support, which means RCS is on track to reach a massive number of smartphone users worldwide.

With that kind of growth and widespread support, the hesitation around RCS is starting to fade. Brands can confidently invest in RCS marketing knowing it will connect with more customers than ever before.

Myth 3: RCS gets treated like spam and ends up ignored just like emails

Unlike email, RCS messages appear directly in the user’s primary messaging app alongside personal conversations. They include rich media and interactive elements, making them more engaging and less likely to be ignored.

This creates a more natural, conversational experience that drives higher open and response rates than traditional marketing channels.

Why choose Plivo for your RCS marketing needs

With RCS, you can turn simple messages into rich, branded conversations that feel more like chatting than broadcasting.

Plivo gives you the tools to make that shift without the hassle. From verified messaging to smart automation, everything works together to help you connect better and respond faster.

When combined with AI Agents and a unified customer data platform, RCS becomes more than just messaging. You can deliver personalized experiences at scale, automate everyday interactions, and keep conversations flowing without lifting a finger.

Here’s what you get with Plivo’s RCS API:

Real-time personalization: AI Agents tailor conversations using customer profiles and behavior triggers to improve engagement and conversions.
Multi-channel fallback: If RCS isn’t supported, messages automatically switch to SMS to ensure delivery and maintain consistent communication.
Conversational automation: AI Agents handle FAQs, process orders, schedule deliveries, and route complex queries within RCS.
All-in-one messaging platform: Manage RCS, SMS, WhatsApp, Voice, and more from a single dashboard.
Reliable performance: 99.99% uptime and global infrastructure keep your campaigns running smoothly.

With Plivo’s no-code tools, you can quickly launch AI-powered RCS messaging across channels and deliver a consistent customer experience from day one.

See how you can launch your first RCS marketing campaign with Plivo by requesting a demo today!

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Mar 13, 2023

5 mins

Introducing the Plivo Changelog

Introducing the Plivo Changelog - Stay updated with the latest news from Plivo. Subscribe for announcements on new products, features and preview of upcoming launches.

Product

One of the nice things about SaaS software is that it’s always up to date — unlike software that’s installed on-premises, which has to wait for vendors to make new releases and administrators to install them. When you use a SaaS platform like Plivo, you get to take advantage of the very latest features every day, and bugs get fixed immediately — no waiting around for Patch Tuesday.

If you’re curious about what’s changing with Plivo, consult the Plivo changelog. It shows, in reverse chronological order, exactly what features became available on what dates. We’ve backfilled it with entries for most of this year — we figure you won’t be curious about changes from further back.

How does this help you? Well, suppose you notice something different about a console screen. Is it a new feature, or have you just not visited that page in a while? Now you can go to the changelog and find out.

Or suppose you’re trying to do something for the first time, and it’s not working properly. Are you making a mistake, or did we just update some functionality and cause a problem? By looking at the changelog, you can gather information that might help you zero in on a solution.

What’s on the changelog

When you visit the changelog you’ll see two tabs. The primary tab, Announcements, has blurbs about new features, bug fixes, and product updates. The second tab, Roadmap, tells you about beta software programs we have in progress, so you know what’s coming and can get an early look at it. You can even subscribe to a beta announcement, and we’ll send you a message whenever we have news about it, including when the beta software goes into production. You can also subscribe to the changelog as a whole, should you want to be alerted to any and all Plivo product news.

Changelog announcements are tagged with the aspect of the Plivo the announcement covers — SMS API, Voice API, Zentrunk, and so on. You can also use a search box to get right to whatever feature you’re interested in.

Another changelog page feature lets you leave feedback for us. Your suggestions and complaints go directly to our product marketing manager, who coordinates and prioritizes the work of our product managers.

Take a video tour

More of a video person? Here’s a quick tour for you.

Either way, check out the new changelog, and while you’re there, why not subscribe to it so you can stay abreast of Plivo product news. And if you have any suggestions about the new page, or about anything in Plivo, use the feedback feature to tell us about it.

Mar 8, 2023

5 mins

Plivo Protects PHI for HIPAA/HITECH Compliance

Plivo can sign a HIPAA business associate agreement (BAA) for customers who sign up for an enterprise package.

Compliance

Healthcare

Security

Healthcare businesses frequently ask us, “Is Plivo HIPAA compliant?” To answer that question, we have to throw a little jargon around — but we think you’ll like the answer.

The Health Insurance Portability and Accountability Act (HIPAA) and its follow-on, the Health Information Technology for Economic and Clinical Health Act (HITECH), are US laws designed to protect the privacy and security of consumers’ medical data, which in HIPAA terms is referred to as protected health information (PHI).

Under HIPAA, covered entities (such as physicians and health plans) have to follow documented Privacy Rules and Security Rules guidelines for handling PHI. They don’t have to do everything on their own systems, however; they can contract with other companies that provide business functions such as billing or medical record storage or (ahem) providing a communications platform that lets the covered entities communicate with consumers via messaging or voice calls. To keep a covered entity complaint, a service provider that can access PHI must sign a business associate agreement (BAA) that provides assurances to the covered entity that the service provider will do its part to protect their data.

Plivo can sign a BAA for customers who sign up for an enterprise package.

HIPAA compliance requires everyone’s attention

HIPAA compliance is a shared responsibility, however. Plivo can guarantee things like encryption of data in transit and at rest and redaction of details in logs, and back those guarantees up with audit reports from independent third parties. But our customers, the covered entities, are responsible for other aspects, such as securing their authentication credentials and using the Plivo console in a secure environment. In short, you have to use Plivo in a compliant manner and make sure your applications’ instructions to us comply with the statutes.

Become an enterprise customer

Plivo’s Enterprise Package has numerous benefits for large organizations. Tell us about your needs and we’ll have an expert get in touch with you.

Mar 6, 2023

5 mins

PCI DSS Certification Means Your Payments to Plivo Are Secure

PCI certification: Plivo announces PCI DSS compliance certification which means your payments to Plivo are secured and protected. Sign up with Plivo, the most trusted CPaaS platform.

Compliance

Security

The Payment Card Industry Data Security Standard (PCI DSS) is the gold standard for information security for organizations that handle credit and debit card payments. Plivo is certified for PCI DSS compliance.

What is PCI DSS?

PCI DSS covers security requirements regarding storage and transmission of data, access control, and other factors, including:

Use of firewalls and antivirus software
Data encryption
Passwords
Multifactor authentication
Specified roles and responsibilities for each requirement

PCI DSS comprises a set of requirements instituted and regulated by the PCI Security Standards Council (PCI SSC), a consortium of card brands including Visa, Mastercard, American Express, and Discover. All organizations that process, store, or transmit payment card data must comply with PCI DSS requirements or risk losing their ability to process these payments.

Plivo is PCI DSS certified

Plivo is certified for PCI DSS Level 1, which applies to organizations that process more than six million credit or debit card transactions annually. We undergo an internal audit once a year, conducted by an authorized PCI auditor, and submit to a PCI scan by an approved scanning vendor once a quarter.

Plivo doesn’t accept payments directly — a cloud-based payment platform handles all of our transactions. However, while using a third-party provider cuts down on our risk exposure and reduces the scope of detail necessary to validate compliance, we still need to be PCI DSS compliant.

PCI DSS compliance requires everyone’s attention

PCI DSS compliance is a shared responsibility, however. Plivo can guarantee things like encryption of data in transit and at rest and redaction of details in logs, and back those guarantees up with audit reports from independent third parties. But our customers are responsible for other aspects, such as securing their authentication credentials and using the Plivo console in a secure environment. In short, you have to use Plivo in a compliant manner and make sure your applications’ instructions to us comply with the statutes.

Become an enterprise customer

PCI DSS compliance is just one Plivo feature that will appeal to large organizations. We’ve rolled several other features into an enterprise package that has numerous benefits for large organizations. Tell us about your needs and we’ll have an expert get in touch with you.

Feb 28, 2023

5 mins

A Tour of the Plivo Console: SMS

A menu-by-menu look at SMS API management capabilities exposed via the Plivo console. It’s easy to get started — sign up today.

Console

SMS API

We’ve never taken our blog readers on a tour of the console. Did we assume that since they could sign up for free they could give themselves a self-guided tour? That’s certainly an option, but we’ll take a moment here and now to be your tour guide. Please keep together.

We’ll start our tour with a look at the SMS features available on the console. We were inspired to call out this section by a comment from Sharita Passariello, who works for Plivo customer Fluent, and who said in a recent customer story, “I love the self-service console and ease of use. It’s critical for us to check the SMS logs and see the messages that were delivered and undelivered, and see why messages were undelivered.”

Passariello shared additional insights about the state of SMS API marketing in a recent webinar.

The SMS menu overview

To get to the SMS menu, visit the Plivo console and click on the third icon.

The console displays the Messaging Overview page.

Below some account information, the overview page shows a quick usage summary, a map (holy Mercator, look at the size of Greenland!) with a table showing usage by location, and a graphical and tabular breakout of messaging by source number type.

SMS and debug logs

That’s all very pretty and good information to pass along to upper management, but the console exposes lots more information. To see it, click on the Logs submenu to bring up the SMS/MMS log: a list of every messaging API URL call made, which you can filter a number of ways or export for analysis elsewhere.

When you click on a message entry on the log page, you can see details about the message.

We won’t make this long post longer by pointing out the information in each section of the page — the point is, you can see all the information you need about a given message, including status, content, and charges.

In addition to the SMS/MMS log, for API calls that include callback URLs, we expose details of our API responses in a debug log; it contains details for all callbacks that Plivo sends. If you click on MessageUUID of an entry in the debug log you can zoom in and see all the details about the message.

10DLC

Since Fluent’s Passariello also complimented us on our 10DLC console capabilities in the company’s customer story, let’s look at those next. From the 10DLC menu choice you can add the 10DLC brand you’ve registered for your business, or register one or more new ones. (Resellers, for instance, register multiple brands.) If you click on a brand, you can see all the campaigns registered for it, register new ones, and deactivate existing ones.

If you click on a campaign, you can see all of the phone numbers registered for it, and link and unlink numbers, as well as see the throughput allocation for the campaign.

XML and PHLO applications

From the SMS menu you can also look at the Plivo applications associated with your account. In Plivo parlance, an application is a set of answer, hangup, and message URLs that you use to control what happens to your incoming calls and messages. This console page shows the mappings.

Here’s an example of an interactive voice response (IVR) XML application; we can tell that by looking at the information about it in the Application Details section. The entries in the Voice section define URLs the application looks at in the event of an incoming call to that number or when the call is hung up. Upon receipt of an incoming call Plivo makes a synchronous HTTP request to your application using the URL specified in the Primary Answer URL field. The API expects an XML document in response. Plivo also sends a few parameters with the HTTP request that your application can act upon before responding.

Messaging works the same way. Plivo makes a synchronous HTTP request to your application using the URL specified in the Message URL field. Your web application should return an XML document that provides instructions to the Plivo API on how the event should be handled. You can read more about the process in our documentation.

In addition to XML applications, you can see information about PHLO applications. Plivo High-Level Objects is a visual design studio that lets you build workflows with little or no code. When you click on a PHLO in the list, you bring up the design page for that PHLO, so you can change the workflow and settings.

Sender IDs, MMS media upload, and Powerpack

Many countries — but not the US or Canada — support sender IDs, which are like caller IDs but for messaging. From this menu page you can see what sender IDs you’ve registered and register new ones.

If you’re planning on sending MMS messages with image, audio, or video attachments, you can specify your own URL or you can use the MMS Media Upload screen to upload the multimedia files to Plivo. then use the media ID associated with the file in the SMS API to include the attachment. Hosting it with us gives you lower latency and eliminates the need for you to manage attachments elsewhere.

Plivo also offers Powerpack, which lets companies manage messaging at scale. With the introduction of 10DLC, which offers higher throughput on long code numbers than was formerly available, Plivo no longer recommends using Powerpack for US customers, but it’s a great tool for other countries.

Settings

The final SMS menu choice lets you tailor certain settings. For example, under Alerts, you can choose whether to notified when

the delivery rate for outbound messages drops significantly
delivery failures for inbound messages rise significantly
SMS volumes display unusual surges

Another screen lets you set geo permissions as a way to help curb SMS fraud. You can select a list of destination countries to which outbound messaging from your account is allowed. We’ll block (and not charge for) any messages sent to countries not in this list. You can also define a list of countries to which outbound SMS traffic is allowed at a subaccount level.

The third and final settings submenu lets you tailor a few miscellaneous settings.

All about the console

The console is the nerve center for administering the Plivo platform in action. This post touched on some highlights; to dig deeper, visit your own console and see what your data looks like. Also check out our other console tours of the Voice, Zentrunk, Number Lookup, and Phone Numbers menus. If you have any questions, you can find the answers in our documentation or on our support portal.

Feb 15, 2023

5 mins

Build Brand Loyalty with Retail SMS

Build brand loyalty, boost engagement and business communication with retail sms api by Plivo. Enhance your retail marketing with Plivo’s SMS API, Sign up today

SMS

For retailers, nothing is better than brand loyalty. If you can create a positive image of your brand in people’s minds, not only are they likely to become repeat customers, they’ll also help you market your brand to their friends and acquaintances.

Text messaging, a.k.a. SMS (short message service), may be the best tool retailers have to build brand loyalty. With texting you can not only be in touch with people who might want to buy from you, you can also interact with them.

Why is SMS better than other communications channels? Virtually everyone has a cellphone, so virtually everyone can access SMS. Text messages have a 98% open rate, and 90% of texts are opened within three minutes. Those stats are much higher than comparable rates for email. And at less than a penny per message, SMS is less expensive than alternatives such as direct mail or newspaper advertising. Finally, since your messages arrive directly on people’s devices, you can personalize your messages for each customer.

Virtually anything you could send via email or direct mail works better with SMS. You can use SMS to:

Attract new customers: Casual shoppers that find your website can sign up to receive coupons or notices of special sales.
Encourage repeat business: By staying in touch with customers, you keep your brand at the top of their mind.
Simplify customer purchases: If you have a repeat customer, you can text them a verification code for them to enter. Since you already have their payment and shipping information in your systems, all they have to do is enter the code and confirm their purchase.
Send operational messages: You can use SMS not just for marketing but also for operational tasks such as order confirmations, status updates, in-stock/pickup notifications, and delivery notifications.
Enhance security: By sending one-time passwords via SMS, you can make sure that customers’ account records are accessible only to the person whose phone number is associated with an account.

Using SMS for retail marketing

SMS is especially useful for retail marketing. In the last six months, Statistica reports 79% of smartphone users made a purchase on their mobile device, and that mobile commerce makes up 73% of the global share of ecommerce. Implementing retail SMS marketing is a great way to meet customers on a channel they already use.

The ultimate metric for retail marketing is increased sales. Learning about a product is a key step in selling it. You can use SMS to send a link to a web page where people can learn about a product.

A side benefit of that process is analytics. By customizing the link, you can see how many people used it and what kind of demographics they represented, which you can then use to refine your message for the next outreach message.

People that opt in to receiving marketing messages have a bias toward purchases. You can boost sales by sending them digital coupons that they can use online or in person (to increase store visits), or tell them about special sales for opted-in members. Even if they don’t buy today, staying in touch keeps your brand at the forefront of their attention, which can build brand loyalty — as long as you don’t cross the line into spam by a too-frequent cadence of outreach.

In addition, customers appreciate information they can use. You can use SMS to let customers know that their order was shipped, or new stock arrived, or tell them about special holiday store hours.

Stay compliant

SMS can benefit retail businesses, but you have to remember to stay compliant with national and carrier regulations, which differ from country to country. Most countries require businesses to obtain permission from consumers before sending them text messages. They may also limit the hours at which you can send messages, and require certain kinds of identification, such as a caller ID or sender ID.

Retailers can encourage consumer opt-ins by offering them special discounts. For example, you might ask consumers to sign up for SMS updates, and when they do, you text them a promo code that gives them 15% off an upcoming purchase. That’s a win for both the business and the customer.

Fortunately, you can get a head start on most of your compliance issues by using an SMS API from a cloud communications platform like Plivo. We operate in more than 190 countries and build in compliance with local compliance requirements. (It’s still up to you to make sure your customers opt in to receiving messages though.)

Think about the many ways your retail business can use SMS, then get a free Plivo trial account and start using text messaging to foster brand loyalty.

Feb 8, 2023

5 mins

Keeping Up with Changes in International Messaging

2022 was a year of massive regulatory change in the telecom industry around the world. Here are some specifics.

SMS

Security

The last several months have seen massive regulatory change in the telecom industry around the world. Here are some of the highlights.

New sending rules in Singapore and Saudi Arabia

Sender ID is the name or number that is displayed as the sender of the SMS message to the receiver of the SMS message. Countries have different practices around sender ID use. In 2022 Iran, Singapore, and Morocco all began requiring preregistration for sender IDs.

Singapore launched a full SMS Sender ID Registry (SSIR) Regime under which only local business entities or foreign entities with a local physical presence can communicate via text messages.

As part of their efforts to reduce text messaging spam, the Kingdom of Saudi Arabia (KSA) now requires that international businesses that send SMS into the country do so via an aggregator that has a direct connection with appointed SMS hub providers. To comply with the requirements, providers like Plivo need to have a No Objection Certificate (NOC) on file for customers’ messaging traffic. A NOC is similar to a Letter of Authorization (LOA) used in other countries. KSA began enforcing the requirement on February 1. Plivo customers can download a NOC template [DOC], complete it, scan it, and return it via support ticket.

New content regulations in the UK, Iran, and Vietnam

The UK now requires that the content of URLs sent in SMS messages toward the UK be preapproved by a service provider. Businesses must share with their provider their company name and website address, their sender ID, and the contents of the messages they plan to send.

Iran now scrubs messages at an operator level for all messages that contain URLs.

Vietnam now requires content whitelisting at an operator level.

New short code requirements in NZ and BR

Meanwhile, regulators in New Zealand and Brazil are now encouraging messages to be sent via short codes; messages sent via other number types will experience poor deliverability. Plivo now offers short codes in both New Zealand and Brazil for a better messaging experience.

A single theme: combat fraud

All of these changes indicate that countries are tightening regulations to combat fraud. Telecom regulators in more countries are beginning to require pre registration and content whitelisting. At the same time, processes around the globe are becoming more streamlined to ensure faster and safer communications. Someday we may live in a world in which, when you receive a message from a Nigerian prince, it really is from African royalty.

Feb 6, 2023

5 mins

STIR/SHAKEN: Everything You Need to Know About Trusted Calling

What are the STIR/SHAKEN protocols and standards for authenticating caller ID, and what do they mean for businesses that automate voice calling?

Fraud Prevention

The number of unwanted and illegal robocalls in the US continues to rise. According to YouMail, Americans were hit by more than 50 billion robocalls in 2021, with about 40% of those calls thought to be fraud-related. And as annoying as these calls are for people who receive them, they’re even more detrimental for businesses that are trying to reach people with pertinent information. Many of these robocalls use caller ID spoofing to make recipients think they might know the caller. Caller ID spoofing hurts legitimate businesses by making call recipients less likely to pick up any calls.

UC Today interviews Plivo’s Tony Graham to learn what’s shaking with STIR/SHAKEN.

Understanding STIR/SHAKEN Standards: Trusted Calling with Shake Stir

While historically, telephony was highly regulated, technical innovations such as computerized dialers and inexpensive IP-based calling on the public telephone network has turned robocalling into an everyday nuance. As a result, the US agency in charge of protecting consumers from communication scams, the Federal Communications Commission (FCC), directed carriers to implement robust call authentication by adopting STIR/SHAKEN standards targeting by June 30, 2021.

What is STIR/SHAKEN?

STIR/SHAKEN are acronyms for the Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN) standards. They’re technical frameworks that measure trust in the displayed caller name and number by authenticating the calling number.

Together they work in a way similar to attesting to the identity of the caller with a digital certificate. In the STIR/SHAKEN framework, a secure telephony identity (STI) governance authority issues digital certificates to carriers, or others who own or are assigned dedicated telephone numbers. The private key associated with a digital certificate is then used to sign a VoIP call, thereby indicating that the calling party number is who they claim to be.

Levels of Attestation in STIR/SHAKEN: Shake Stir Caller Trust

Attestation provides the mechanism for carriers to communicate about a calling phone number’s legitimacy. A Secure Telephony Identity (STI) authentication service assigns an attestation level to a call that represents how confident a service provider is that the number’s owner is truly the one placing the call:

Full attestation (A) — The service provider has authenticated its relationship with the customer making the call and the customer is authorized to use the calling number.
Partial attestation (B) — The service provider has authenticated its relationship with the customer making the call, but cannot verify that the customer is authorized to use the calling number.
Gateway attestation (C) — The service provider has authenticated that it has placed the call on its network, but has no relationship with the originator of the call (for example, a call received from an international gateway).

How STIR/SHAKEN Notifications Enhance Trusted Calling?

When someone receives an authenticated call, they may be notified with a verification keyword or symbol on the incoming call display. If a call cannot be verified (attestation C or no attestation), it may be blocked or the consumer may be warned on their caller ID screen of a potential scam call. The purpose of notifications is to allow people who receive calls to decide whether they want to answer, ignore, or block a number.

If you’re a business, these changes should help you feel more empowered and increase the chances of your calls being answered by recipients.

We have more details about STIR/SHAKEN in our documentation.

Implementing STIR/SHAKEN

Without Plivo:

Businesses that implement STIR/SHAKEN themselves (typically within a private cloud environment) are held accountable with near-instant traceback by regulatory groups and law enforcement if STIR/SHAKEN is abused, including faking attestation levels.

With Plivo:

If you’re a direct customer of Plivo’s, we can sign outgoing calls on your behalf and ensure calls get the right attestation so that call recipients feel confident in answering them. We can also validate the attestation levels on incoming calls received on the Plivo Voice API platform, providing customers with the necessary information so that they and their end users can decide whether to answer the calls or not.

To ensure the right level of attestation, Plivo customers should submit to us their business information and the phone numbers they own and use as caller IDs so they can be verified. We’ll determine the appropriate level of attestation depending on the results of the verification and thus the level of confidence Plivo has in the caller ID used on an outgoing call.

Download our free eBook on Best Practices for Voice Calling with the Plivo Voice API and elevate your communication strategy!

Plivo’s compliance operations team makes this process as seamless as possible for our customers. We believe that STIR/SHAKEN is crucial in preventing illegal or deceptive behavior like caller ID spoofing, and we’re excited to be part of the fight against unwanted robocalls.

Feb 6, 2023

5 mins

How Government Agencies Can Use SMS for the Public Good

Governments can use high-volume outbound SMS services to communicate effectively with a large volume of people at once. Know all about the benefits, use cases and best practices of community text messaging at Plivo.

SMS

Government

Jan 24, 2023

5 mins

Why Businesses Should Employ Multiple Cloud Communications Platforms

3 reasons why businesses should employ a multicloud approach to CPaaS. Know more about the benefits of multicloud communications with Plivo. Sign up today

CPaaS

Many organizations add fault tolerance to their IaaS and PaaS platforms by using multiple providers. We’re seeing the same trend in SaaS software, and particularly with communications platforms as a service (CPaaS) — and for excellent reasons.

In a report based on the 451 Research Voice of the Enterprise (VOTE) survey, 451 Senior Analyst Raul Castanon says, “As mainstream enterprise adoption continues to grow, we expect CPaaS will mirror key trends driving the evolution of the larger IaaS/PaaS market.” Castanon and Plivo CEO Venky Balasubramanian covered the issues in a joint webinar.

Castanon also said, “Plivo can be considered among the pioneers for CPaaS and continues to innovate, with novel approaches such as multicloud CPaaS, which can be instrumental for enterprises looking to address challenges related to resiliency, scalability, global coverage, and regional regulation requirements.”

Three of the most important reasons for a multicloud approach include gaining 100% uptime, getting access to unique platform-specific features, and optimizing costs.

Resiliency

100% uptime is everybody’s goal, but every platform experiences outages, both unplanned and planned. When a cloud communications platform is unavailable, end users can fail to receive important information such as account alerts, delivery notifications, appointment reminders, and — worst of all — two-factor authentication messages. If someone doesn’t receive a text message with a one-time password for 2FA, they won’t be able to access the resources they need on their systems.

Using multiple cloud communications platforms keeps your team from having to depend on a single point of failure. Redundancy is a must for mission-critical systems and applications.

Plivo promises 99.99% uptime. In practice we generally do better than that — check our status page for proof. That enables us to deliver more than a billion transactions every month. If you have both a primary and a secondary CPaaS provider with those kinds of numbers, chances are you’ll never lose touch with your customers.

Platform-specific features

All CPaaS have different geographic coverage. While Plivo can deliver text messages and voice calls to more than 190 countries, some of our competitors have smaller lists; Bandwidth, for example, boasts that they have a presence in 60+ markets, while Telnyx claims 142. With multiple providers you can reach people around the globe, so if you’re in need of a Bandwidth alternative or a Telnyx alternative, we can help.

Similarly, voice quality and message deliverability vary on different platforms. If you find you’re having problems in those areas, as Plivo customer Fluent did with another CPaaS provider’s network, you can bring on a platform that can help you improve those numbers. Selecting a secondary platform allows you to send messages or calls through the provider that provides the best call quality or message deliverability, ultimately offering better service to your customers.

Cost optimization

Providers have different rates for services in different countries. With multiple providers you can plot out the best rates and optimize your costs.

But you can’t look at just the unit cost per message or per call when you consider optimization. What really matters is the total cost of ownership — or rather total cost of the service. That means considering, in addition to unit costs, items like support costs, platform costs, and people costs — the time spent using and managing the service.

With an API platform, people time includes developer time. Having an API that resembles that of a platform they’re familiar with makes adding the new platform easier and faster. Plivo’s API, for instance, are designed to be familiar to developers who’ve worked with Twilio. We also provide comprehensive documentation with code examples for seven common web development languages.

The proof is in the pudding

We joined Fluent’s Sharita Passariello in a webinar in which she talked about how taking a multicloud approach helped her organization boost revenue. Watch it and consider whether the same approach could help your business.

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AI Voice Agents - The Complete Guide to Voice Chat (2025)

What is an AI voice agent?

Types of AI voice agents

Rule-based AI voice agent

AI-assisted voice agent

Conversational AI voice agent

Voice-activated voice agent

How does an AI voice agent improve customer engagement?

Use case: Get a quick update on order status, 24/7

Benefits:

Use case: Improve language learning for students

Benefits:

Use case: Improve patient outcomes in healthcare

Benefits:

Use case: Streamline routine financial services

Benefits:

Use case: Get personal shopping assistance

Benefits:

Features of an AI voice agent

Natural language understanding (NLU)

Personalization capabilities

Multi-language support

Integration with other platforms and services

Benefits of voice agents

Enhanced user experience

Better cost efficiency

Accessibility for users with disabilities

Data collection and analysis for improved services

24/7 availability

Future of AI voice technology

Key upcoming trends:

Launch an AI voice agent with Plivo

AI Voice Agents for Real Estate (2026): 10 Tools Compared, Real Limitations and What Actually Scales

Top 10 AI Voice Agents for Real Estate (2026)

1. Plivo

2. Luron AI

3. Callers AI

4. SquadStack AI

5. Telgent

6. AIOnCalls

7. Brilo AI

8. VocalDesk

9. Calldock

10. Ylopo

What Matters Most in AI Voice Agents (Beyond the Basics)

1. Telephony Ownership vs. Vendor Stitching

2. Real-Time Performance (Latency & Uptime)

3. Multi-Channel Context, Not Disconnected Bots

4. Integration Depth (CRM, Calendars, Workflows)

5. Built for Scale, Not Just Launch

FAQs

What's the fastest way to go live without breaking existing operations?

How do I ensure voice quality doesn't feel robotic or laggy?

How does the agent stay accurate and compliant with real estate data?

What happens when call volume spikes or multiple leads call at once?

How does this fit into my CRM and follow-up workflows?

Try Plivo Free

Best AI Voice Agents for Customer Support and Service (2026): What to Deploy Now

1) Plivo — The fastest path to production-grade AI voice agents for customer support

Why Plivo is #1

What it does for you

Segment-by-segment fit

Start with Voice, go everywhere

Suitable for

2) Google Dialogflow CX — Complex, branching flows without spaghetti

Key features

Why it matters

Implementation steps

Suitable for

3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own

Key features

Why it matters

Implementation steps

Suitable for

4) IBM Watson Assistant — Governance-first deployments in regulated industries

Key features

Why it matters

Implementation steps

Suitable for

5) Cognigy.AI — IVR modernization with fine-grained voice control