Plivo Blog | News, Industry Trends and Analysis, and Best Practices by the Plivo Team

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!

‍

Jun 19, 2025

5 mins

WhatsApp Agent Setup: How to Launch AI-Powered Conversations at Scale

Learn how WhatsApp agent setup works using Plivo to launch AI-powered, no-code agents that handle support, sales, and engagement at scale.

Your customers are on WhatsApp but are your agents?

If you’re still relying on manual replies, scripted chatbots, or email follow-ups, you’re leaving response time and revenue on the table.

The smarter path? AI-powered WhatsApp agents. They’re full-service, no-code agents that can resolve issues, qualify leads, and send personalized offers 24/7.

In this guide, we’ll walk you through WhatsApp agent setup using Plivo and understand how these agents help you automate conversations that convert.

What is a WhatsApp AI agent?

A WhatsApp AI agent is an automation designed to operate over the WhatsApp Business API. Unlike scripted bots, agents are built to understand intent, pull in context from your internal systems, and complete business tasks like answering account-specific questions or initiating transactions.

Plivo’s WhatsApp AI agents can be trained to use your brand voice, integrated with your CRM or helpdesk, and customized to handle specific use cases, such as subscription renewals, cart recovery, refund processing, or customer onboarding.

They are accessible through a no-code interface and support a multilingual, omnichannel customer experience across WhatsApp, SMS, RCS, and voice.

What you need before setting up your agent

To go live with a WhatsApp agent, you need:

A verified Meta Business Account
An active WhatsApp Business Account (WABA) tied to a phone number
Pre-approved message templates for outbound communication
WhatsApp Business API access through a business solution provider (BSP) (Plivo offers this natively)
A platform to design, train, and manage agents (Plivo Agent Studio)

Also read: How to Create WhatsApp Message Templates: A Complete Guide

Optional but recommended integrations:

CRM (like Salesforce, HubSpot, or Zoho)
Helpdesk (like Zendesk or Freshdesk)
E-commerce or billing tools (Shopify, Stripe, etc.)

Pro tip: If you want to fast-track API access and template approval, using a BSP like Plivo saves weeks of back and forth with Meta.

Step-by-step: How to set up a WhatsApp agent with Plivo

Follow this step-by-step guide for a smooth WhatsApp agent setup with Plivo.

Step #1: Choose your primary use case and define agent scope

Don’t build a generic bot. Start with why you’re automating. This could be handling support queries, sending order updates, re-engaging inactive customers, or managing subscription renewals.

Image showing users how to build their own lead qualification agent in Plivo — *Build a WhatsApp AI agent in Plivo*

Plivo provides a library of prebuilt AI agents for common use cases like cart recovery, lead qualification, appointment reminders, and product recommendations. You can choose to use one as-is or customize it to fit your business process. Each agent is compatible with WhatsApp and designed to operate across channels as needed.

Your online pet supply business sells dog food with a typical reorder cycle of 30 days. You want to automate reminders for repeat customers, so they never run out.

The goal is to build a WhatsApp AI agent that:

Identifies past purchase dates
Sends a timely reminder before the next reorder window
Offers a one-click reorder option with a discount
Escalates to a live agent if the customer has special dietary questions

Pro tip: If you're unsure where to begin, look at existing interactions on WhatsApp that are repetitive, time-sensitive, or frequently escalated — these are ideal starting points for automation.

Step #2: Build the agent using Plivo’s no-code platform

Since your API access is already set up, you can begin building your agent in Plivo’s Agent Studio. This is a visual, drag-and-drop builder where you create conversation flows using blocks that represent actions, responses, conditions, and triggers.

Image showing WhatsApp AI agent setup in Plivo without code — *No-code campaign automation in Plivo’s AI Studio*

You can structure your flow to respond to specific keywords, match customer intent, route inquiries to different departments, or escalate to a live agent when needed. Each step in the journey can include media-rich responses like buttons, product carousels, quick replies, and file attachments.

Beyond logic design, you can also configure fallback rules for when the agent is unsure, and add human handoff conditions to ensure escalations happen smoothly with full context transferred to the live agent.

Image demonstrating smart handoff from AI agents to human agents in Plivo — *Human handoff conditions in Plivo*

Example: In Agent Studio, you set up a trigger to activate the agent 25 days after a customer’s last dog food purchase.

The agent starts with: “Hi Alex! It’s almost time to restock Luna’s Chicken & Brown Rice dog food. Want us to ship it today with 10% off?”

Depending on the customer’s reply:

“Yes” triggers a checkout link
“No” prompts a snooze option or opt-out
“I have a question” escalates to a human agent with the full order history

This step allows you to fully customize the agent’s tone, workflow, and logic to reflect how your brand communicates.4

Example: In Agent Studio, you set up a trigger to activate the agent 25 days after a customer’s last dog food purchase.

The agent starts with:
“Hi Alex! It’s almost time to restock Luna’s Chicken & Brown Rice dog food. Want us to ship it today with 10% off?”

Depending on the customer’s reply:

“Yes” triggers a checkout link
“No” prompts a snooze option or opt-out
“I have a question” escalates to a human agent with the full order history

Step #3: Train your agent with AI

Plivo supports integration with internal systems like your CRM, order management platform, inventory tools, or helpdesk. This means your agent can access real-time customer data, past orders, preferences, and policies to deliver personalized responses.

You can also connect your knowledge base, including FAQs, SOPs, product documentation, or policy articles. These resources train the agent to respond accurately and contextually, without needing scripted answers.

Dashboard image of Plivo’s AI Studio prompting users to import from a file or sync from a website — *Import external knowledge from various sources into Plivo*

For natural language understanding, Plivo gives you the flexibility to choose the AI model that powers your agent.

Image depicting LLM options for your WhatsApp AI agent in Plivo — *Select the LLM that fits your business best*

You integrate your Shopify store to pull order dates and product SKUs. You also sync your product FAQ sheet so the agent can answer:

“Is this food grain-free?”
“What’s the shelf life?”
“Can I switch to lamb instead of chicken?”

You power the agent using OpenAI to ensure a natural, friendly tone and multilingual support for your Spanish-speaking customers.

Step #4: Test, launch, and monitor your agent

Once your flow is built and trained, run controlled tests:

Check for flow accuracy and intent matching
Review how it handles incomplete or unclear inputs
Test human handoff and see if the agent transfers the full context

Image showcasing WhatsApp AI agent engagement analytics in Plivo — *Monitor agent performance and engagement with Plivo*

Plivo’s real-time dashboard lets you:

Monitor delivery, engagement, and satisfaction metrics
Track where users drop off in conversations
Identify areas to improve agent logic or content
Compare campaign and agent performance across channels

After launch, your agent keeps learning. As more customers interact, you’ll gather insight to improve how it responds or what paths it offers.

You run a test with 50 loyal customers. The data shows that:

72% clicked the reorder button within three hours
18% asked about switching flavors
10% requested a pause or cancel

You adjust the flow by adding a flavor selection block and a “remind me next week” option. The analytics also show high engagement around 8 p.m., so you shift reminder timings accordingly.

Plivo is purpose-built for WhatsApp AI agent deployment

Plivo’s platform is designed to help you move from idea to live AI-powered engagement without requiring engineering support or external consultants. When you use Plivo for WhatsApp agent setup, you get:

Access to prebuilt agents for sales, support, and engagement
Intuitive no-code builder (Agent Studio) that puts you in control
Deep integration with your business systems for real-time, contextual replies
Support for the best LLMs on the market, so your agent is trained with intelligence
Built-in compliance with WhatsApp’s policies and global data laws
Unified interface to manage messaging across WhatsApp, SMS, RCS, and Voice
Enterprise-grade infrastructure with 99.99% uptime and expert onboarding support

Automate outcomes with WhatsApp agent setup in Plivo

Smart WhatsApp automation starts with smart setup. With Plivo's no-code platform, you can automate customer conversations, boost sales, and scale support — all without a development team.

Plivo offers the tools to build agents that reflect your brand, the infrastructure to scale securely, and the intelligence to adapt with your customer needs.

Whether you're trying to cut support wait times, recover abandoned carts, or drive upsells through personalized outreach, a well-built WhatsApp agent can make it happen, and Plivo makes it achievable.

Ready to get started? Request a free trial today!

‍

Jun 19, 2025

5 mins

The Definitive Guide to Automating WhatsApp for Business

Learn how WhatsApp automation can simplify customer communication and scale operations. Know about its key benefits and use cases. Get started today.

Remember when WhatsApp was just a simple messaging app? Launched in 2009, it was a tool for friends and family to stay in touch.

Fast-forward to today, and WhatsApp has become a global powerhouse with over 3 billion monthly active users. Businesses worldwide leverage WhatsApp to connect with customers, share updates, and provide support.

Many businesses struggle to keep up with the growing volume of customer messages on WhatsApp. Manually handling inquiries, sending updates, or following up on leads can quickly become overwhelming and inefficient.

This is where WhatsApp automation steps in.

By automating repetitive messaging tasks, businesses can reduce manual workload, respond faster, and deliver more personalized, timely communication.

In this article, we'll explore what WhatsApp automation is, why it's essential for modern businesses, and how you can implement it to improve customer engagement and operational workflows.

What is WhatsApp automation?

WhatsApp automation is the use of technology to automatically send and manage messages on the platform, especially for business and customer engagement purposes.

It doesn’t require human intervention for every interaction. As a result, businesses can handle customer inquiries, deliver updates, and engage with prospects efficiently.

Image showing WhatsApp with a conversation, highlighting conversational commerce. — A customer engaging with a brand through WhatsApp for shopping -Source

With WhatsApp business automation, you can:

Auto-respond to FAQs and reduce ticket volume.
Reduce customer support load with proactive messaging.
Route complex support queries to live agents only when needed.
Send order confirmations and delivery updates automatically.
Share return instructions based on customer actions.
Run re-engagement campaigns with smart timing.
Integrate with Shopify, Magento, and more for real-time updates.
Trigger workflows from CRMs or e-commerce platforms.
Keep messaging compliant with auto opt-outs and logs.

Here’s a breakdown of the three main types of automated messaging on WhatsApp:

Message Type	Description	Example
Transactional	Messages are triggered by specific customer actions or events.	"Your order has been shipped!"
Promotional	Messages that promote products, services, or special offers.	"Get 20% off your next purchase – limited time only!"
Conversational	Automated responses that simulate a two-way conversation.	"How can I assist you today?"

Key benefits of WhatsApp automation

By automating routine tasks, WhatsApp can help your business stay responsive and consistent across customer touchpoints. Here’s how it can benefit your business:

Reduce manual workloads and response times

When you automate WhatsApp interactions, every department, from marketing to customer service, runs more smoothly.

By automating routine tasks like order updates, FAQs, and customer inquiries, businesses can significantly reduce the manual effort required.

This means your team spends less time on repetitive tasks and more time focusing on high-priority interactions.

Result: Faster response times and more efficient workflows.

Increases the scalability of customer interactions

As your business grows, the number of customer interactions increases. Automation allows you to scale communication efforts without hiring additional staff or losing the personal touch.

Whether you're dealing with 50 or 5,000 customers, automated responses ensure that each inquiry is handled swiftly and consistently.

Enhances customer experience through personalization

Automated WhatsApp messages can be personalized based on customer data, creating a more relevant and tailored experience.

From addressing customers by name to offering product recommendations based on past purchases, personalization makes customers feel valued. This leads to higher engagement rates and improved loyalty.

End result: Higher customer satisfaction and increased loyalty.

Cost-effectiveness compared to manual processes

WhatsApp automation eliminates the need for large customer support teams and reduces the time spent on repetitive tasks.

This saves on operational costs and also leads to a more efficient allocation of resources.

Pro tip: Monitor your automation metrics regularly to find areas where you can cut costs further without affecting quality.

5 popular use cases of WhatsApp automation across industries

Businesses everywhere are finding new ways to use WhatsApp automation. Here are five popular examples:

1. Customer support

Automating common FAQs and routine inquiries on WhatsApp helps customers get instant answers anytime. This reduces the number of tickets support teams have to handle, letting them focus on more complex problems.

Example messages:

“Hi! How can I help you today? Here are some quick answers: For billing info, reply 1; For plan details, reply 2.”

“We’ve received your request and will get back to you within 24 hours.”

2. E-commerce operations

Order confirmations, shipping updates, and delivery notifications keep customers informed every step of the way. Automating returns and collecting feedback via WhatsApp speeds up these processes and improves customer satisfaction.

Example messages:

“Thank you for your order #12345! It is being processed and will ship soon.”

“Good news! Your package is out for delivery and should arrive by 5 PM today.”

“Need to return an item? Reply ‘Return’ and we’ll guide you through the process.”

3.Marketing and lead nurturing

Automated lead follow-ups ensure timely, consistent engagement with prospects, boosting conversion chances. Also, you can use personalized re-engagement campaigns to help bring back inactive customers with offers or updates tailored to their interests.

Example messages:

“Hi [Name], thanks for your interest! Ready to take the next step? Book a free demo here: [link]”

“We miss you! Enjoy 15% off your next purchase with code WELCOME15.”

“Exclusive offer just for you, [Name]! Check out our new arrivals: [link]”

4.Event management and invitations

Automated WhatsApp invites, updates, and follow-ups keep your audience informed and engaged, boosting the attendance rate. This helps you stay connected and make every event a success.

5.Appointment scheduling and reminders

Timely reminders help customers remember appointments, reducing cancellations and improving the overall experience. Automation makes scheduling easier and more efficient for both businesses and customers.

Example messages:

“Your appointment with Dr. Smith is confirmed for June 20 at 2 PM. Reply ‘Cancel’ to reschedule.”

“Hi! Just a friendly reminder about your hair salon appointment tomorrow at 11 AM.”

“Need to book an appointment? Reply ‘Book’ and we’ll help you find the perfect time.”

Step-by-step guide to implement WhatsApp automation for your business

To successfully implement WhatsApp automation, follow these key steps that cover planning, setup, and optimization.

Step 1: Define your use cases and goals

Start by identifying which business functions, such as order updates, customer support, or lead follow-ups, will benefit most from automation.

Set clear, measurable goals like:

Reducing response times
Lowering manual workload
Boosting customer engagement

This will guide your automation strategy and help you track success.

Also, ensure compliance from the start. WhatsApp requires businesses to obtain explicit customer opt-in before sending messages. To stay compliant:

Use clear, transparent language when requesting consent.
Collect opt-ins through channels like website forms, checkout flows, or click-to-chat ads.
Log and manage consent within your systems for audit readiness.

Data privacy and compliance are essential for building trust and maintaining long-term customer relationships.

Step 2: Choose the right WhatsApp business API provider

Select a platform that fits your specific needs. Look for features like:

Robust CRM integrations
Audience segmentation
Flexible automation workflows

These capabilities simplify your communication and scale your efforts efficiently.

Make segmentation a priority, use tagging and grouping strategies to target the right customers with the right messages.

With smart tagging and grouping, you can:

Deliver personalized messages
Engage the right people at the right time
Improve conversion and retention

Example: Send exclusive offers to loyal buyers and welcome discounts to new customers. Good segmentation enhances your automation and drives better outcomes.

Step 3: Set up your WhatsApp business account

You must set up a verified WhatsApp Business account to use WhatsApp for automated messaging. This includes:

Registering your business name and details.
Verifying a dedicated phone number.
Getting approval from Meta to use the WhatsApp Business API.

This ensures that your business is recognized as a legitimate sender.

Your WhatsApp API provider will typically assist with onboarding, including submitting documentation and setting up the technical aspects.

Some platforms also offer pre-built tools to help you manage mobile number registration, display name approval, and message template submissions.

Pro tip: To avoid disruptions, choose a phone number that’s not already tied to a personal WhatsApp account.

Step 4: Create and submit message templates

Start by designing message templates for everyday customer interactions, such as:

Promotional messages (e.g., limited-time offers)
Transactional updates (e.g., order confirmations, delivery alerts)
Support messages (e.g., ticket updates or issue resolution)

Each template must follow WhatsApp’s formatting and content policies.

Once your templates are ready, submit them through your WhatsApp API provider for Meta’s approval. Only approved templates can be used for proactive messaging.

Step 5: Build automation workflows

Now that your account and templates are ready, it’s time to connect WhatsApp with the rest of your tech stack. Integrate with:

CRM systems (to access customer data)
Support tools (for query management)
E-commerce platforms (to track orders and actions)

Use event-based triggers, like a new order, a cart abandonment, or a support ticket, to automatically send relevant messages.

Additionally, plan for human fallback. Automation can’t handle everything. Build intelligent workflows that escalate to a human agent when:

A customer requests help
The query is too complex
Sentiment detection flags a negative experience

This keeps your support experience smooth, responsive, and frustration-free.

Step 6: Test, launch, and optimize

Start with a pilot campaign to ensure everything runs smoothly.

Track key metrics:

Response time
Open rate
Conversion rate

Use these insights to refine your workflows, improve message content, and adjust targeting.

Best practices for WhatsApp automation

Following some proven best practices is essential to get the most out of WhatsApp automation. Here’s what you need to know:

Tips for optimizing messaging frequency and timing

To keep your audience interested, it's vital to message thoughtfully and strategically. Here are some quick tips:

Avoid over-messaging to prevent unsubscribes.
Use analytics to identify when your audience is most active and receptive.
Space out messages to keep it natural.
Monitor response rates and adjust based on customer behavior and feedback.

Leverage data analytics for campaign performance

By tracking metrics such as open rates, click-through rates, and response times, you gain valuable insights into what works and what doesn’t. Use this data to refine your messaging, target relevant audience segments, and optimize timing.

Regularly reviewing analytics helps you make informed decisions that boost engagement and drive better results over time.

Compliance and customer privacy protection

To protect your customers and stay compliant, focus on these key areas:

Compliance	What it means	Best practise
GDPR	Protects the personal data of EU customers	Obtain consent, allow easy opt-out, and secure data
SOC 2	Ensures security and confidentiality standards	Implement strong data controls and audits
Customer privacy	Respect and protect user information	Be transparent, limit data use, and maintain trust

Enhance customer communication with Plivo’s AI WhatsApp automation

The growing demand for instant, tailored communication on WhatsApp puts pressure on businesses to respond quickly. Customers expect fast, personalized replies around the clock, and doing this manually often leads to delays, inconsistent service, and missed opportunities.

Finding a way to scale these conversations efficiently is critical for businesses looking to stay competitive.

That’s where Plivo comes in, an industry-leading omnichannel platform that automates and personalizes WhatsApp conversations, delivering timely responses at scale.

By leveraging Plivo’s WhatsApp AI agents, businesses can manage a wide range of customer communication tasks, from pre-sales inquiries to post-purchase support, without increasing their team size.

Here’s how Plivo can enhance your customer communication:

Brand-aligned AI agents: You can customize the AI agents to reflect your brand’s voice, tone, and style. This makes all customer interactions align with your brand’s identity and deliver a personalized experience.
AI customer service agent: Plivo’s AI agents work around the clock, ensuring your customers receive timely responses, regardless of the time zone. These agents process orders, resolve support issues, and answer questions.

AI customer service agent managing chats and orders. — Plivo’s AI agents provide 24/7 support, processing orders and answering customer questions promptly.

Natural, human-like conversations: With AI agents, you can engage in context-aware conversations, mimicking human interactions. They remember customer preferences and history to provide relevant responses like a human agent would.
Simple, volume-based pricing: Plivo charges a flat fee per conversation rather than per message, making costs predictable and scalable. Volume discounts are available to lower your total spend as your messaging needs grow.

Image showing Plivo’s flat-fee per conversation pricing with volume discounts. — Plivo charges a flat fee per conversation with volume discounts.

Built-in compliance: Plivo ensures compliance with GDPR, HIPAA, PCI DSS, ISO 27001, and SOC 2 standards.
Guaranteed message delivery with fallback options: The platform delivers billions of messages annually and uses SMS and voice fallback channels to ensure your customers always receive important communications.
24/7 availability: Plivo's AI agents provide instant, 24/7 assistance, answering questions, processing orders, and resolving customer issues.
Multilingual support: With support for 70+ languages, Plivo’s AI agents can engage with customers globally and offer a multilingual customer service experience.
E-commerce platform integrations: Integrate seamlessly with popular e-commerce platforms like Shopify, BigCommerce, WooCommerce, and Magento to deliver a unified customer experience across all touchpoints.

With Plivo’s vast carrier network spanning over 220 countries, businesses can significantly cut SMS costs by up to 70% while achieving threefold returns on investment.

Many companies using Plivo CX have experienced remarkable results, earning an outstanding $71 for every dollar invested in their SMS marketing efforts.

Book a free demo today and see how Plivo’s AI WhatsApp agents can change your customer communication strategy.

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Jan 3, 2022

5 mins

Build Click-to-Call Using PHLO

How To Build Click to Call Using PHLO | Implement click-to-Call on your website to enable users to engage with your team using JavaScript code via Node.js

PHLO

Node.Js SDK

Browser SDK

How To

Use Cases

Click-to-call lets your website users engage with your support and sales teams on your website. Sometimes users might want to speak to someone via their handset but initiate the call online, or they might want to talk to someone directly from the website. You can implement either use case using Plivo’s Browser SDK.

To get started, you need a Plivo account — sign up with your work email address if you don’t have one already. You must have a voice-enabled Plivo phone number to receive incoming calls; you can rent numbers from the Numbers page of the Plivo console, or by using the Numbers API. Click to call requires JavaScript; we recommend using Node.js. If this is your first time triggering a PHLO with Node.js, follow our instructions to set up a Node.js development environment and a web server and safely expose that server to the internet.

Build the PHLO

‍

To create a PHLO, visit the PHLO page of the Plivo console. If this is your first PHLO, the PHLO page will be empty.

Click Create New PHLO.
In the Choose your use case pop-up, click Build my own. The PHLO canvas will appear with the Start node. The Start node is the starting point of any PHLO. It lets you trigger a PHLO to start upon one of three actions: incoming SMS message, incoming call, or API request.
Click the Start node to open the Configuration tab, and then enter the information to retrieve from the HTTP Request payload — in this case key names are destinationNumber and phoneMeNumber. The values will remain blank as we will receive them when the request is made by the browser.
Validate the configuration by clicking Validate. Do the same for each node as you go along.
From the list of components on the left side, drag and drop the Initiate Call component onto the canvas. This adds an Initiate Call node onto the canvas. When a component is placed on the canvas it becomes a node.
Draw a line to connect the Start node’s API Request trigger state to the Initiate Call node.
In the Configuration tab of the Initiate Call node, give the node a name. To enter values for the From and To fields, enter two curly brackets to view all available variables, and choose the appropriate ones. The values for the numbers will be retrieved from the HTTP Request payload you defined in the Start node. Here From is 14159142884 and To is {{Start.http.params.phoneMeNumber}}.
From the list of components on the left side, drag and drop the Call Forward component onto the canvas. Draw a line to connect the Answered trigger state of the Initiate Call node with the Call Forward node.
Configure the Call Forward node to initiate call forward to another user. To enter values for the From and To fields, enter two curly brackets to view all available variables, and choose the appropriate ones. The values for the numbers will be retrieved from the HTTP Request payload you defined in the Start node. Here From is {{Start.http.params.phoneMeNumber}} and To is {{Start.http.params.destinationNumber}}.
After you complete and validate the node configurations, give the PHLO a name by clicking in the upper left, then click Save.
From the list of components on the left side, drag and drop the Call Forward component onto the canvas.
Draw a line to connect the Start node’s Incoming call trigger state to the Call Forward node.
In the Configuration tab of the Call Forward node, give the node a name. To enter values for the From and To fields, enter two curly brackets to view all available variables, and choose the appropriate ones. The values for the numbers will be retrieved from the HTTP Request payload you defined in the Start node. Here From is {{Start.http.params.header1}}. and To is {{Start.http.params.to}}.
After you complete and validate the node configurations, give the PHLO a name by clicking in the upper left, then click Save.

Your complete PHLO should look like this:

Copy our demo application

You need a little code to trigger the PHLO, but we’ve written it for you. Clone the repository from GitHub.

$ git clone https://github.com/plivo/click2call-webRTC.git

Change your working directory to click2call-webRTC.

$ cd click2call-webRTC

Install dependencies using the npm package manager, which uses the package.json file to specify the packages a project depends on.

$ npm install

Edit the .env file.

PORT="8080";
PLIVO_AUTH_ID="<auth_id>";
PLIVO_AUTH_TOKEN="<auth_token>";
PHLO_ID="<phlo_url>";

Replace the auth placeholders with your authentication credentials from the Plivo console. Enter your PHLO ID, which you can also find on the Plivo console.

Edit /client/src/index.jsx and replace the <caller_id> placeholder with a Plivo number.

What the code does

Turn to our documentation for a full walkthrough of the code. It explains what happens when someone clicks on an application button to initiate a call, along with code snippets.

To trigger the PHLO, you must assign it to a Plivo phone number. To do that, visit the Numbers page of the console, and under Your Numbers click the phone number you want to use for the PHLO.

In the Number Configuration box, select PHLO from the Application Type drop-down.

From the PHLO Name drop-down, select the PHLO you want to use with the phone number, then click Update Number.

Try it out

To see the PHLO in action, run npm run watch and npm run start. You can then go to http://localhost:8080/ to see the application. To make it available to the internet, set up ngrok.

Before you try it out, be aware that if you’re using a Plivo Trial account, you can make calls only to phone numbers that have been verified with Plivo. You can verify (sandbox) a number by going to the console’s Phone Numbers > Sandbox Numbers page.

Haven’t tried Plivo yet? Getting started is easy and only takes minutes. Sign up today.

Dec 29, 2021

5 mins

How to Migrate Your .NET SMS Application from Twilio to Plivo

Plivo's SMS API and Voice API enables businesses to communicate with their customers at global scale. Sign up for free now.

Migration

SMS API

.NET SDK

How To

Migrating your .NET SMS app from Twilio to Plivo is a seamless and painless process. The two companies’ API structures, implementation mechanisms, XML structure, SMS message processing, and voice call processing are similar. We wrote this technical comparison so that you can scope between Twilio and Plivo APIs for a seamless migration.

Understanding the differences between Twilio and Plivo development

Most of the APIs and features that are available on Twilio are also available on Plivo and the implementation mechanism is easier as the steps involved are almost identical. This table gives a side-side comparison of the two companies’ features and APIs. An added advantage with Plivo is that not only can you code using the old familiar API/XML method, you can also implement your use cases using PHLO (Plivo High Level Objects), a visual workflow builder that lets you create workflows by dragging and dropping components onto a canvas — no coding required.

Features and APIs	Twilio	Plivo	Similarities	Implementation Interface
SMS API: Send SMS/MMS messages	✅	✅	Request and response variables’ structure	API PHLO
Managed number pool for US/CA Messaging	Copilot	Powerpack	Feature parity	API Console
Geo Permissions	✅	✅	Feature parity	Console
SMS Sender ID registration	✅	✅	Feature parity	Console
Number Lookup API	✅	✅	API Parity	API
Phone number management	✅	✅	Feature parity	API Console
Validating Requests	✅	✅	Feature parity	API XML
Subaccounts	✅	✅	Feature parity	API
HTTP callbacks	✅	✅	Feature parity	API XML PHLO

Plivo offers one unique advantage: Not only can you code using APIs and XML, you can also implement your use cases using PHLO (Plivo High Level Objects), a visual workflow builder that lets you create workflows by dragging and dropping components onto a canvas — no coding required.

Plivo account creation

Start by signing up for a free trial account that you can use to experiment with and learn about our services. The free trial account comes with free credits, and you can add more as you go along. You can also add a phone number to your account to start testing the full range of our voice and SMS features. A page in our support portal walks you through the signup process.

You can also port your numbers from Twilio to Plivo, as we explain in this guide.

Migrating your .NET SMS application

You can migrate your existing application from Twilio to Plivo by refactoring the code, or you can try our intuitive visual workflow builder PHLO. To continue working with the APIs, use one of the quickstart guides to set up a development environment for your preferred language. Plivo offers server SDKs in seven languages: Python, Node.js, .NET, Java, Python, Ruby, and Go. For another alternative that lets you evaluate Plivo’s SMS APIs and their request and response structure, use our Postman collections.

How to send an SMS message

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple Java application to send an SMS message by changing just a few lines of code.

Twilio Plivo

using System;
using Twilio;
using Twilio.Rest.Api.V2010.Account;


class Program
{
    static void Main(string[] args)
    {
        string accountSid = Environment.GetEnvironmentVariable("TWILIO_ACCOUNT_SID");
        string authToken = Environment.GetEnvironmentVariable("TWILIO_AUTH_TOKEN");

        TwilioClient.Init(accountSid, authToken);
    
        var message = MessageResource.Create(
            body: "Join Earth's mightiest heroes. Like Kevin Bacon.",
            from: new Twilio.Types.PhoneNumber("+15017122661"),
            to: new Twilio.Types.PhoneNumber("+15558675310")
        );
    
        Console.WriteLine(message.Sid);
    }
}

using System;
using System.Collections.Generic;
using Plivo;

namespace PlivoExamples
{
    internal class Program
    {
        public static void Main(string[] args)
        {
        string authId = Environment.GetEnvironmentVariable("PLIVO_ACCOUNT_SID");
        string authToken = Environment.GetEnvironmentVariable("PLIVO_AUTH_TOKEN");
            var api = new PlivoApi(authId,authToken);
            var response = api.Message.Create(
                src: "+14151113333",
                dst: "+14151112222",
                text: "Hello, this is sample text",
                );
            Console.WriteLine(response);
        }
    }
}

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to send an SMS message, your PHLO would be this:

How to receive and reply to SMS

You can migrate an application for receiving and replying to an incoming SMS from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

using System.Web.Mvc;
using Twilio.AspNet.Mvc;
using Twilio.TwiML;

namespace YourNewWebProject.Controllers
{
    public class SmsController : 
TwilioController
    {
        [HttpPost]
        public TwiMLResult Index()
        {
            var messagingResponse = new
MessagingResponse();
            messagingResponse.Message("The
Robots are coming! Head for the hills!");

            return TwiML(messagingResponse);
        }
    }
}

using System;
using System.Collections.Generic;
using Microsoft.AspNetCore.Mvc;

namespace Replysms.Controllers
{
   public class ReplysmsController : Controller
    {
        // GET: /<controller>/
        public IActionResult Index()
        {
            String from_number
            = Request.Form["From"];
            String to_number =
            Request.Form["To"];
            String text = Request.Form["Text"];
			Plivo.XML.Response 
      resp = new Plivo.XML.Response();
resp.AddMessage(
    "Thank you, we have received your
    request.",new Dictionary<string, string>()
			{
				{"src", to_number},
				{"dst", from_number},
				{"type", "sms"},
				{"callbackUrl",
"http://foo.com/sms_status/"},
				{"callbackMethod", "POST"}
			});
			var output = resp.ToString();
			Console.WriteLine(output);
			return this.Content(output, 
      "text/xml");
		}
    }
}

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your SMS applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

How to send an MMS message

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple Java application to send an MMS message by changing just a few lines of code.

Twilio Plivo

using System;
using System.Linq;
using Twilio;
using Twilio.Rest.Api.V2010.Account;


class Program
{
    static void Main(string[] args)
    {
        string accountSid = Environment.GetEnvironmentVariable("TWILIO_ACCOUNT_SID");
        string authToken = Environment.GetEnvironmentVariable("TWILIO_AUTH_TOKEN");

        TwilioClient.Init(accountSid, authToken);
    
        var mediaUrl = new [] {
            new Uri("https://c1.staticflickr.com/3/2899/14341091933_1e92e62d12_b.jpg")
        }.ToList();
    
        var message = MessageResource.Create(
            body: "This is the ship that made the Kessel Run in fourteen parsecs?",
            from: new Twilio.Types.PhoneNumber("+15017122661"),
            mediaUrl: mediaUrl,
            to: new Twilio.Types.PhoneNumber("+15558675310")
        );
    
        Console.WriteLine(message.Sid);
    }
}

using System;
using System.Collections.Generic;
using Plivo;
using Plivo.Exception;

namespace SdkTestDotnet
{
    class Program
    {
        static void Main(string[] args)
        {
        string authId = Environment.GetEnvironmentVariable("PLIVO_ACCOUNT_SID");
        string authToken = Environment.GetEnvironmentVariable("PLIVO_AUTH_TOKEN");
            var api = new PlivoApi(authId,authToken);
            try
            {
            var response = api.Message.Create(
                src:"+14151234567",
                dst:"+14157654321",
                text:"Hello, from Dotnet!",
                type:"mms",
                media_urls: 
                new string[]{"https://media.giphy.com/media/26gscSULUcfKU7dHq/source.gif"},
                media_ids: new String[]{"801c2056-33ab-499c-80ef-58b574a462a2"}
                );
                Console.WriteLine(response);
            }
            catch (PlivoRestException e)
            {
                Console.WriteLine("Exception: " + e.Message);
            }
        }
    }
}

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to send an MMS message, your PHLO would look like this:

More use cases

You can migrate your applications serving other use cases too.

Simple and reliable

And that’s all there is to migrate your .NET SMS application from Twilio to Plivo. Our simple APIs work in tandem with our Premium Communications Network to guarantee the highest possible delivery rates and the shortest possible delivery times for your SMS messages. See for yourself — sign up for a free trial account.

Dec 21, 2021

5 mins

How to Migrate Your .NET Voice Application from Twilio to Plivo

Plivo's SMS API and Voice API enables businesses to communicate with their customers at global scale. Sign up for free now.

Migration

Voice API

.NET SDK

How To

Migrating from Twilio to Plivo is a seamless and painless process. The two companies’ API structures, implementation mechanisms, XML structure, SMS message processing, and voice call processing are similar. We wrote this technical comparison between Twilio and Plivo APIs so that you can scope the code changes for a seamless migration.

Understanding the differences between Twilio and Plivo development

Features and APIs	Twilio	Plivo	Similarities	Implementation Interface
Voice API: Make phone calls	✅	✅	Request and response variables’ structure	API PHLO
Programmatically manage call flows	Twiml	Plivo XML	XML element and its attributes structure	XML PHLO
Geo Permissions	✅	✅	Feature parity	Console
Number Lookup API	✅	✅	API Parity	API
Phone number management	✅	✅	Feature parity	API Console
Call Insights	✅	✅	Feature parity	Console
Validating Requests	✅	✅	Feature parity	API XML
Subaccounts	✅	✅	Feature parity	API
Speech recognition	✅	✅	Feature parity	XML
SSML (Speech Synthesis Markup Language)	✅	✅	Feature parity	XML PHLO
Browser and Mobile SDKs	✅	✅	Feature parity	Browser Android iOS
Transcription	✅	✅	Feature parity	API XML PHLO
Custom SIP Headers	✅	✅	Feature parity	API XML PHLO Browser SDK Mobile SDKs
HTTP callbacks	✅	✅	Feature parity	API XML PHLO

Plivo account creation

You can also port your numbers from Twilio to Plivo, as we explain in this guide.

Migrating your voice application

As mentioned earlier, you can migrate your existing application from Twilio to Plivo by refactoring the code, or you can try our intuitive visual workflow builder PHLO. If you prefer the API approach, you can follow one of the voice quickstart guides based on your preferred language and web framework. Plivo offers server SDKs in seven languages: Python, Node.js, .NET, Java, Python, Ruby, and Go. For another alternative that lets you evaluate Plivo’s SMS APIs and their request and response structure, use our Postman collections.

How to make an outbound call

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple .NET application to make an outbound call by changing just a few lines of code.

Twilio Plivo

using System;
using Twilio;
using Twilio.Rest.Api.V2010.Account;


class Program
{
    static void Main(string[] args)
    {
        string accountSid = Environment.GetEnvironmentVariable("TWILIO_ACCOUNT_SID");
        string authToken = Environment.GetEnvironmentVariable("TWILIO_AUTH_TOKEN");

        TwilioClient.Init(accountSid, authToken);
    
        var call = CallResource.Create(
            url: new Uri("http://demo.twilio.com/docs/classic.mp3"),
            to: new Twilio.Types.PhoneNumber("+14155551212"),
            from: new Twilio.Types.PhoneNumber("+14155551212")
        );
        Console.WriteLine(call.Sid);
    }
}

using System;
using System.Collections.Generic;
using Plivo;
using Plivo.Exception;

namespace PlivoExamples
{
    internal class Program
    {
        public static void Main(string[] args)
        {
           string authId = Environment.GetEnvironmentVariable("PLIVO_AUTH_ID");
           string authToken = Environment.GetEnvironmentVariable("PLIVO_AUTH_TOKEN");
            var api = new PlivoApi(authId,authToken);
            try
            {
                var response = api.Call.Create(
                    to:new List<String>{"+15671234567"},
                    from:"+14151234567",
                    answerMethod:"GET",
                    answerUrl:"https://s3.amazonaws.com/static.plivo.com/answer.xml"
                );
                Console.WriteLine(response);
            }
            catch (PlivoRestException e)
            {
                Console.WriteLine("Exception: " + e.Message);
            }
        }
    }
}

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to make an outbound call, your PHLO would be this:

How to receive an incoming call

You can migrate an application for receiving and handling an incoming call from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

using System.Web.Mvc;
using Twilio.AspNet.Mvc;
using Twilio.TwiML;

public class VoiceController : 
TwilioController
{
    [HttpPost]
    public ActionResult Index()
    {
        var response = new VoiceResponse();
        response.Say("hello world!", voice: "alice");

        return TwiML(response);
    }
}

using System;
using Plivo.XML;
using System.Collections.Generic;
using Microsoft.AspNetCore.Mvc;

namespace Receivecall
{
   public class ReceivecallController : Controller
    {
      public IActionResult Index()
      {
         Plivo.XML.Response resp = new 
Plivo.XML.Response();
         resp.AddSpeak("Hello, you just received
         your first call",
         new Dictionary<string, string>() 
            {
                  {"loop","3"}
            });
         var output = resp.ToString();
         Console.WriteLine(output);
         return this.Content(output, "text/xml");
        }
    }
}

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your Voice applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

How to forward an incoming call

You can migrate an application for forwarding an incoming call from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

using System.Web.Mvc;
using Twilio.AspNet.Mvc;
using Twilio.TwiML;

public class VoiceController : TwilioController
{
    [HttpPost]
    public ActionResult Index()
    {
        var response = new VoiceResponse();
        response.Dial("415-123-4567");
        response.Say("Goodbye");

        return TwiML(response);
    }
}

using System;
using Plivo.XML;
using System.Collections.Generic;
using Microsoft.AspNetCore.Mvc;

namespace Receivecall
{
	public class ForwardcallController 
  : Controller
	{
		public IActionResult Index()
		{
		Plivo.XML.Response resp = 
    new Plivo.XML.Response();
		Plivo.XML.Dial dial = new
    Plivo.XML.Dial(new
		Dictionary<string, string>() {
		});

		dial.AddNumber("+15671234567",
			new Dictionary
      <string, string>() { });
		resp.Add(dial);
	
		var output = resp.ToString();
		Console.WriteLine(output);
	
		return this.Content(
    output, "text/xml");
		}
	}
}

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your Voice applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

More use cases

You can migrate your applications serving other use cases too.

Simple and reliable

And that’s all there is to migrating your .NET voice app from Twilio to Plivo. Our simple APIs work in tandem with our Premium Communications Network. See for yourself — sign up for a free trial account.

Dec 16, 2021

5 mins

How to Integrate Auth0 with Plivo for SMS MFA

How to get started using Auth0 for multifactor authentication using Plivo’s SMS API

Integration

SMS API

Looking for support for Auth0 authentication? Here are the steps to take to add SMS-based multifactor authentication (MFA) to the login flow for an Auth0 tenant. (A tenant is a specification for a group of users who share access to an application instance — for instance, a company with multiple employees.) We’ll assume you already have an Auth0 account and tenant and a Plivo account.

You must have a voice-enabled Plivo phone number to send SMS messages to numbers in the US and Canada; you can rent numbers from theNumbers page of the Plivo console, or by using the Numbers API.

We recommend testing your setup on a staging or development server before making changes to your production login flow.

Add the Action

To integrate Auth0, first sign up for an account. Add an Action (a triggerable function), then integrate it with your authentication flow.

Go to Actions > Library and select Add Integration.

Read the necessary access requirements and click Continue.

Configure the integration by filling in the fields on the next screen with your Plivo Auth ID and Auth Token and your Plivo phone number.

Click Create to add the integration to your library.
Click the Add to flow link on the pop-up that appears.

Drag the Action into the flow.

Click Apply Changes. Now this flow will use the Plivo integration to send an SMS message whenever it’s called.

Activate custom SMS factor

Before you can use SMS as an authentication factor, your Auth0 tenant needs to have MFA enabled globally or for specific contexts. You can then configure the SMS factor to use your custom code.

Go to Dashboard > Security > Multi-factor Auth and click the Phone Message factor box. In the modal that appears, select Custom for the delivery provider, make any adjustments you’d like to the templates, then click Save and close the modal. Finally, enable the SMS factor using the toggle switch.

Auth0 will immediately begin using this factor for MFA during login. Before you activate your integration in production, make sure you’ve configured all of the components correctly and verified everything on a test tenant.

Test MFA flow

Navigate to the Authentication section in the Auth0 Manage Dashboard, choose your Connection, then select Try from the connection’s dropdown menu to verify that everything works as intended.

You can then log into your Plivo account to verify that SMS messages are indeed being sent.

If you don’t receive an SMS message as expected, look in your tenant logs for a failed Phone Message log entry. To learn which event types to search, see the Log Event Type Code list. You can use the Filter control to find MFA errors.

Make sure that:

The Action is in the Send Phone Message flow.
The secrets are the same Plivo Auth ID and Auth Token you created when you added the Action.
Your Plivo account is active (not suspended).
Your phone number is formatted in E.164 format.

Dec 14, 2021

5 mins

Plivo Adds Integration with Auth0

Plivo’s SMS API now supports multifactor authentication via SMS text messages using Auth0

Integration

SMS API

Dec 13, 2021

5 mins

How to Migrate Your Java Voice Application from Twilio to Plivo

Plivo's SMS API and Voice API enables businesses to communicate with their customers at global scale. Sign up for free now.

Java SDK

Voice API

Migration

How To

Understanding the differences between Twilio and Plivo development

Features and APIs	Twilio	Plivo	Similarities	Implementation Interface
Voice API: Make phone calls	✅	✅	Request and response variables’ structure	API PHLO
Programmatically manage call flows	Twiml	Plivo XML	XML element and its attributes structure	XML PHLO
Geo Permissions	✅	✅	Feature parity	Console
Number Lookup API	✅	✅	API Parity	API
Phone number management	✅	✅	Feature parity	API Console
Call Insights	✅	✅	Feature parity	Console
Validating Requests	✅	✅	Feature parity	API XML
Subaccounts	✅	✅	Feature parity	API
Speech recognition	✅	✅	Feature parity	XML
SSML (Speech Synthesis Markup Language)	✅	✅	Feature parity	XML PHLO
Browser and Mobile SDKs	✅	✅	Feature parity	Browser Android iOS
Transcription	✅	✅	Feature parity	API XML PHLO
Custom SIP Headers	✅	✅	Feature parity	API XML PHLO Browser SDK Mobile SDKs
HTTP callbacks	✅	✅	Feature parity	API XML PHLO

Plivo account creation

You can also port your numbers from Twilio to Plivo, as we explain in this guide.

Migrating your Voice application

How to make an outbound call

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple Java application to make an outbound call by changing just a few lines of code.

Twilio Plivo

import com.twilio.Twilio;
import com.twilio.rest.api.v2010.account.Call;
import com.twilio.type.PhoneNumber;

import java.net.URI;

public class Example {
public static final String ACCOUNT_SID = System.getenv("TWILIO_ACCOUNT_SID");
public static final String AUTH_TOKEN = System.getenv("TWILIO_AUTH_TOKEN");

    public static void main(String[] args) {
        Twilio.init(ACCOUNT_SID, AUTH_TOKEN);
        Call call = Call.creator(
                new com.twilio.type.PhoneNumber("+14155551212"),
                new com.twilio.type.PhoneNumber("+14155551212"),
                URI.create("http://demo.twilio.com/docs/classic.mp3"))
            .create();
    
        System.out.println(call.getSid());
    }
}

package com.plivo.api.samples.call;

import java.io.IOException;
import java.util.Collections;

import com.plivo.api.Plivo;
import com.plivo.api.exceptions.PlivoRestException;
import com.plivo.api.models.call.Call;
import com.plivo.api.models.call.CallCreateResponse;

class CallCreate {
public static final String AUTH_ID = System.getenv("PLIVO_AUTH_ID");
public static final String AUTH_TOKEN = System.getenv("PLIVO_AUTH_TOKEN");
    public static void main(String [] args) {
        Plivo.init(AUTH_ID,AUTH_TOKEN);
        try {
            CallCreateResponse response = Call.creator("+14151234567", 
            Collections.singletonList("+15671234567"), 
            "https://s3.amazonaws.com/static.plivo.com/answer.xml")
                .answerMethod("GET")
                .create();

            System.out.println(response);
        } catch (PlivoRestException | IOException e) {
            e.printStackTrace();
        }
    }
}

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to make an outbound call, your PHLO would be this:

How to receive an incoming call

You can migrate an application for receiving and handling an incoming call from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

import java.io.IOException;

import javax.servlet.ServletException;
import javax.servlet.annotation.WebServlet;
import javax.servlet.http.HttpServlet;
import javax.servlet.http.HttpServletRequest;
import javax.servlet.http.HttpServletResponse;

import com.twilio.twiml.voice.Say;
import com.twilio.twiml.TwiMLException;
import com.twilio.twiml.VoiceResponse;

@SuppressWarnings("serial")
@WebServlet("/voice")
public class IncomingCallServlet extends
HttpServlet {
  protected void doPost(
     HttpServletRequest
     request, HttpServletResponse response)
      throws ServletException, IOException {
    VoiceResponse twiml = new
VoiceResponse.Builder()
        .say(new Say.Builder("Hello world!")
              .voice(Say.Voice.ALICE)
              .build())
        .build();
    response.setContentType("text/xml");

    try {
      response.getWriter().print(twiml.toXml());
    } catch (TwiMLException e) {
      e.printStackTrace();
    }



  }
}

import static spark.Spark.*;
import com.plivo.api.xml.Speak;
import com.plivo.api.xml.Response;

public class ReceiveCall {
    public static void main(String[] args) {
        post("/receive_call/", (request, 
        response) -> {
            response.type("application/xml");
            return new
Response().children(new Speak(
"Hello, you just received your first
call")).toXmlString();
        });
    }
}

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your Voice applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

How to forward an incoming call

You can migrate an application for forwarding an incoming call from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

package com.example.demo;
import org.springframework.boot.SpringApplication;
import org.springframework.boot.autoconfigure.SpringBootApplication;
import org.springframework.web.bind.annotation.GetMapping;
import org.springframework.web.bind.annotation.RequestParam;
import org.springframework.web.bind.annotation.RestController;
import com.twilio.twiml.voice.Dial;
import com.twilio.twiml.voice.Number;
import com.twilio.twiml.VoiceResponse;
import com.twilio.twiml.TwiMLException;
import java.io.IOException;
import java.util.Collections;

@SpringBootApplication
@RestController
public class TwilioVoiceApplication {

	public static void main(String[] args) {
		SpringApplication.run(TwilioVoiceApplication.class, args);
	}
	
	@GetMapping(value="/forward", produces={"application/xml"})
public String forwardCall() throws TwiMLException {
		Number number = new Number.Builder("415-123-4567").build();
        Dial dial = new Dial.Builder().number(number).build();
        VoiceResponse response = new VoiceResponse.Builder().dial(dial).build();
		  return response..toXml();
	}

}

package com.example.demo;
import com.plivo.api.Plivo;
import com.plivo.api.exceptions.PlivoRestException;
import com.plivo.api.models.call.Call;
import com.plivo.api.models.call.CallCreateResponse;
import com.plivo.api.xml.Dial;
import org.springframework.boot.SpringApplication;
import org.springframework.boot.autoconfigure.SpringBootApplication;
import org.springframework.web.bind.annotation.GetMapping;
import org.springframework.web.bind.annotation.RequestParam;
import org.springframework.web.bind.annotation.RestController;
import com.plivo.api.exceptions.PlivoXmlException;
import com.plivo.api.xml.Response;
import com.plivo.api.xml.Speak;
import com.plivo.api.xml.Number;
import java.io.IOException;
import java.util.Collections;

@SpringBootApplication
@RestController
public class PlivoVoiceApplication {

	public static void main(String[] args) {
		SpringApplication.run(PlivoVoiceApplication.class, args);
	}
	
	@GetMapping(value="/forward", produces={"application/xml"})
public String forwardCall(@RequestParam("From") String fromNumber) 
throws PlivoXmlException {
		Response res = new Response()
				.children(
						new Dial()
								.callerId(fromNumber)
								.children(
										new Number("+15671234567")
								)
				);
		return res.toXmlString();
	}

}

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your Voice applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

More use cases

You can migrate your applications serving other use cases too.

Simple and reliable

And that’s all there is to migrate your Java voice app from Twilio to Plivo. Our simple APIs work in tandem with our Premium Communications Network. See for yourself — sign up for a free trial account.

Dec 10, 2021

5 mins

How to Migrate Your Java SMS Application from Twilio to Plivo

Plivo's SMS API and Voice API enables businesses to communicate with their customers at global scale. Sign up for free now.

Java SDK

SMS API

Migration

How To

Migrating your Java SMS app from Twilio to Plivo is a seamless and painless process. The two companies’ API structures, implementation mechanisms, XML structure, SMS message processing, and voice call processing are similar. We wrote this technical comparison so that you can scope between Twilio and Plivo APIs for a seamless migration.

Understanding the differences between Twilio and Plivo development

Features and APIs	Twilio	Plivo	Similarities	Implementation Interface
SMS API: Send SMS/MMS messages	✅	✅	Request and response variables’ structure	API PHLO
Managed number pool for US/CA Messaging	Copilot	Powerpack	Feature parity	API Console
Geo Permissions	✅	✅	Feature parity	Console
SMS Sender ID registration	✅	✅	Feature parity	Console
Number Lookup API	✅	✅	API Parity	API
Phone number management	✅	✅	Feature parity	API Console
Validating Requests	✅	✅	Feature parity	API XML
Subaccounts	✅	✅	Feature parity	API
HTTP callbacks	✅	✅	Feature parity	API XML PHLO

Plivo account creation

You can also port your numbers from Twilio to Plivo, as we explain in this guide.

Migrating your Java SMS application

How to send an SMS message

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple Java application to send an SMS message by changing just a few lines of code.

Twilio Plivo

import com.twilio.Twilio;
import com.twilio.rest.api.v2010.account.Message;
import com.twilio.type.PhoneNumber;

public class Example {
    public static final String ACCOUNT_SID = System.getenv("TWILIO_ACCOUNT_SID");
    public static final String AUTH_TOKEN = System.getenv("TWILIO_AUTH_TOKEN");

    public static void main(String[] args) {
        Twilio.init(ACCOUNT_SID, AUTH_TOKEN);
        Message message = Message.creator(
                new com.twilio.type.PhoneNumber("+14159352345"),
                new com.twilio.type.PhoneNumber("+14158141829"),
                "Where's Wallace?")
            .create();
    
        System.out.println(message.getSid());
    }
}

import java.io.IOException;
import java.net.URL;
import java.util.Collections;

import com.plivo.api.Plivo;
import com.plivo.api.exceptions.PlivoRestException;
import com.plivo.api.models.message.Message;
import com.plivo.api.models.message.MessageCreateResponse;

class MessageCreate
{   
    public static final String AUTH_ID = System.getenv("PLIVO_AUTH_ID");
    public static final String AUTH_TOKEN = System.getenv("PLIVO_AUTH_TOKEN");
    public static void main(String [] args)
    {
        Plivo.init(AUTH_ID,AUTH_TOKEN);
        try
        {
            MessageCreateResponse response = Message.creator("14151113333","+14151112222",
                    "Hello, this is test message")
                    .url(new URL("https://foo.com/sms_status/") )
                    .create();
            System.out.println(response);
        }

        catch (PlivoRestException | IOException e)
        {
            e.printStackTrace();
        }
    }
}

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to send an SMS message, your PHLO would be this:

How to receive and reply to SMS

You can migrate an application for receiving and replying to an incoming SMS from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

import com.twilio.twiml.MessagingResponse;
import com.twilio.twiml.messaging.Body;
import com.twilio.twiml.messaging.Message;

import static spark.Spark.*;

public class SmsApp {
    public static void main(String[] args) {
                get("/", (req, res) -> "Hello Web");
                post("/sms", (req, res) -> {
                    res.type("application/xml");
                    Body body = new Body.Builder("The Robots are coming! Head for the hills!").build();
                    Message sms = new Message.Builder().body(body).build();
                    MessagingResponse twiml = new MessagingResponse.Builder().message(sms).build();
                    return twiml.toXml();
        });
    }
}

package com.example.demo;
import com.plivo.api.exceptions.PlivoRestException;
import com.plivo.api.xml.Message;
import org.springframework.boot.SpringApplication;
import 
org.springframework.boot.autoconfigure.SpringBootApplication;
import 
org.springframework.web.bind.annotation.GetMapping;
import org.springframework.web.bind.annotation.PostMapping;
import org.springframework.web.bind.annotation.RestController;
import com.plivo.api.exceptions.PlivoXmlException;
import com.plivo.api.xml.Response;

import java.io.IOException;

@SpringBootApplication
@RestController
public class PlivoSmsApplication {


    public static void main(String[] args) {
        SpringApplication.run(PlivoSmsApplication.class, args);
    }
    
    // Receive incoming SMS
    @PostMapping("/incoming")
    public String postBody(String From, String To, String Text) {
        System.out.println(From + " " + To + " " + Text);
    	return "Message received!";
    }
    
    // Reply to incoming SMS
    @GetMapping(value = "/reply", produces = {"application/xml"})
    public String getBody(String From, String To, String Text) 
    throws PlivoXmlException {
        Response res = new Response().children(
            new Message(To, From, "Thank you, we have received your request"));
        return res.toXmlString();
    }

}

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your SMS applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

How to send an MMS message

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple Java application to send an MMS message by changing just a few lines of code.

Twilio Plivo

import com.twilio.Twilio;
import com.twilio.rest.api.v2010.account.Message;
import com.twilio.type.PhoneNumber;

import java.net.URI;
import java.util.Arrays;

public class Example {
public static final String ACCOUNT_SID = System.getenv("TWILIO_ACCOUNT_SID");
public static final String AUTH_TOKEN = System.getenv("TWILIO_AUTH_TOKEN");

    public static void main(String[] args) {
        Twilio.init(ACCOUNT_SID, AUTH_TOKEN);
        Message message = Message.creator(
                new com.twilio.type.PhoneNumber("+15558675310"),
                new com.twilio.type.PhoneNumber("+15017122661"),
                "This is the ship that made the Kessel Run in fourteen parsecs?")
.setMediaUrl(
Arrays.asList(URI
.create("https://c1.staticflickr.com/3/2899/14341091933_1e92e62d12_b.jpg")))
            .create();

        System.out.println(message.getSid());
    }
}

package com.plivo.api;
import java.io.IOException;
import com.plivo.api.exceptions.PlivoRestException;
import com.plivo.api.models.media.Media;

public class SendSMS {
public static final String AUTH_ID = System.getenv("PLIVO_AUTH_ID");
public static final String AUTH_TOKEN = System.getenv("PLIVO_AUTH_TOKEN");
    public static void main(String[] args) {
    Plivo.init(AUTH_ID, AUTH_TOKEN);
    MessageCreateResponse response = Message.creator("+14151234567",Collections.singletonList("+14157654321"),
        "Hello, from Java!").type(MessageType.MMS)
        .media_urls(new String[]{"https://media.giphy.com/media/26gscSULUcfKU7dHq/source.gif"})
        .media_ids(new String[]{"801c2056-33ab-499c-80ef-58b574a462a2"})
        .create();
    System.out.println(response);
      }
   }
}

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to send an MMS message, your PHLO would be this:

More use cases

You can migrate your applications serving other use cases too.

Simple and reliable

And that’s all there is to migrate your Java SMS application from Twilio to Plivo. Our simple APIs work in tandem with our Premium Communications Network to guarantee the highest possible delivery rates and the shortest possible delivery times for your SMS messages. See for yourself — sign up for a free trial account.

Dec 7, 2021

5 mins

How to Migrate Your Python Voice Application from Twilio to Plivo

Plivo's SMS API and Voice API enables businesses to communicate with their customers at global scale. Sign up for free now.

Python SDK

Voice API

Migration

How To

Understanding the differences between Twilio and Plivo development

Features and APIs	Twilio	Plivo	Similarities	Implementation Interface
Voice API: Make phone calls	✅	✅	Request and response variables’ structure	API PHLO
Programmatically manage call flows	Twiml	Plivo XML	XML element and its attributes structure	XML PHLO
Geo Permissions	✅	✅	Feature parity	Console
Number Lookup API	✅	✅	API Parity	API
Phone number management	✅	✅	Feature parity	API Console
Call Insights	✅	✅	Feature parity	Console
Validating Requests	✅	✅	Feature parity	API XML
Subaccounts	✅	✅	Feature parity	API
Speech recognition	✅	✅	Feature parity	XML
SSML (Speech Synthesis Markup Language)	✅	✅	Feature parity	XML PHLO
Browser and Mobile SDKs	✅	✅	Feature parity	Browser Android iOS
Transcription	✅	✅	Feature parity	API XML PHLO
Custom SIP Headers	✅	✅	Feature parity	API XML PHLO Browser SDK Mobile SDKs
HTTP callbacks	✅	✅	Feature parity	API XML PHLO

Plivo account creation

You can also port your numbers from Twilio to Plivo, as we explain in this guide.

Migrating your voice application

How to make an outbound call

Let’s take a look at the process of refactoring the code to migrate your app from Twilio to Plivo to set up a simple Python application to make an outbound call by changing just a few lines of code.

Twilio Plivo

import os
from twilio.rest import Client

account_sid = os.environ
["TWILIO_ACCOUNT_SID"]
auth_token = os.environ
["TWILIO_AUTH_TOKEN"]
client = Client(account_sid, auth_token)

call = client.calls.create(
   url='http://demo.twilio.com/docs/voice.xml',
   to='+14155551212',
   from_='+15017122661'
)

print(call)

import os
import plivo


auth_id = os.environ
["PLIVO_AUTH_ID"]
auth_token = os.environ
["PLIVO_AUTH_TOKEN"]
client = plivo.RestClient(auth_id, auth_token)

call = client.calls.create(
   from_='+14151234567',
   to_='+14157654321',
   answer_url=
'http://s3.amazonaws.com/static.plivo.
com/answer.xml',
   answer_method='GET' )
print(call)

Alternatively, you can implement the same functionality using one of our PHLO templates. For example, if you want to make an outbound call, your PHLO would be this:

How to receive an incoming call

You can migrate an application for receiving and handling an incoming call from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

from flask import Flask
from twilio.twiml.voice_response 
import VoiceResponse

app = Flask(__name__)


@app.route("/receive_call", 
methods=['GET', 'POST'])
def receive_call():
"""Respond to incoming phone calls with a
'Hello world' message"""
    # Start our TwiML response
    resp = VoiceResponse()

    # Read a message aloud to the caller
    resp.say("hello world!", voice='alice')
    
    return str(resp)

if __name__ == "__main__":
    app.run(debug=True)

from flask import Flask, request,
make_response
from plivo import plivoxml

app = Flask(__name__)

@app.route('/receive_call',
methods=['GET','POST'])
def receive_call():
# Generate a Speak XML with the details 
of the text to play on the call.
response = (
   plivoxml.ResponseElement()
   .add(
   plivoxml.SpeakElement(
'Hello, you just received your first call')))
return(response.to_string())

if __name__ == "__main__":
    app.run(host='0.0.0.0', debug=True)

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your Voice applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

How to forward an incoming call

You can migrate an application for forwarding an incoming call from Twilio to Plivo just as seamlessly, as in this example:

Twilio Plivo

from flask import Flask
from twilio.twiml.voice_response
import Dial, VoiceResponse, Say

app = Flask(__name__)


@app.route("/forward_call", 
methods=['GET', 'POST'])
def forwardcall():
   """Forward the incoming phone calls to 
  connect the caller to another party"""
   # Start our TwiML response
   response = VoiceResponse()

   # Dial verb to forward the call
   response.dial('415-123-4567')
   response.say('Goodbye')

   return str(response)

if __name__ == "__main__":
   app.run(debug=True)

from flask import Flask,
request, make_response, Response
from plivo import plivoxml

app = Flask(__name__)



@app.route('/forward_call',
methods=['GET', 'POST'])
def forwardcall():

    response = plivoxml.ResponseElement()
    response.add(
        plivoxml.DialElement().add(
        plivoxml.NumberElement('15671234567')))
    return(response.to_string())

if __name__ == '__main__':
    app.run(host='0.0.0.0', debug=True)

Here again, you can implement the same functionality using one of our PHLO templates. Your PHLO would look like:

For more information about migrating your Voice applications to Plivo, check out our detailed use case guides, available for all seven programming languages and PHLO.

More use cases

You can migrate your applications serving other use cases too.

Simple and reliable

And that’s all there is to migrate your Python voice app from Twilio to Plivo. Our simple APIs work in tandem with our Premium Communications Network. See for yourself — sign up for a free trial account.

Dec 2, 2021

5 mins

Lessons in CPaaS Leadership: Managing Costs at Scale

Manage costs at scale with Plivo. Lower unit costs than Twilio for voice calls and SMS text messaging.

CPaaS

Let’s face it — among communications platforms as a server (CPaaS), Twilio is the 800-pound gorilla in terms of market share. It’s the modern embodiment of the old saying “Nobody ever got fired for buying IBM.” But one thing you can’t say about Twilio is that it’s budget-friendly.

Fortunately, just as there were worthwhile alternatives to Big Blue back in the day, there are good alternatives to Twilio today. Plivo of course is one of them, and a key advantage is that it lets businesses of all sizes better manage their costs at scale. In this latest post in our Lessons in CPaaS Leadership series, we focus on all the ways a platform can save — or cost — a business money.

What costs do businesses that use cloud communications platforms have to consider? They start with unit costs to send messages and make calls, but they also include things like support contracts and sometimes phone number rental.

On a unit cost basis, it’s easy to see Plivo’s advantages. Check out our prices; check out Twilio’s. Individual line items vary, but Plivo is lower in every case — on average around 35% lower. We wrote a blog post that dives into the details.

In both cases, the individual rate differences are tiny: It costs half a cent to send an SMS text message through Plivo, .75 cents through Twilio, for instance. But you wouldn’t need a CPaaS platform if you were sending just a few messages a day. When you scale up to business volumes, those tiny differences add up to tens of thousands of dollars per month. That’s a significant amount you can save with Plivo every month.

Quality affects cost

But there’s more to the cost equation than unit costs. Consider quality of service. If your CPaaS can’t reliably deliver text messages across every locale where you have customers, you have to add in the cost of resends. Similarly, with voice calls, poor connections can require people to hang up and try again. You pay for every voice call made and received, so if you need multiple attempts to get a clear line as a result of poor quality, the costs increase quickly. Lower quality also leads to higher customer support costs.

Plivo emphasizes connection quality because our customers demand reliable, high-quality routes. Over the past decade we’ve built a premium communications network that none of our competitors can match, thanks to direct partnerships with Tier 1 carrier networks all across the globe. We rely on high-quality local carriers, and don’t try to cut costs by using cheaper aggregators that exploit lower-quality routes. Low latency and high reliability mean your messages and voice calls need fewer retries than with other CPaaS alternatives.

Our direct partnerships and strong carrier relationships also let us lower costs, because the volume of traffic we send across our partners networks enables them to charge lower rates, and the savings we receive are reflected in the rates we offer.

It works for Deckers

Plivo customer Deckers Brands has seen how well Plivo can save an organization money. In an effort to lower support costs, the footwear giant built an application that texted customers to let them know where their orders were every step of the way. Adopting Plivo was nearly seamless — with a simple API and great documentation, implementing Plivo only took a week, says Jacob Martinez, project manager for Deckers’ ecommerce team.

With better communication, the company succeeded in reducing its support costs. The average cost per contact, Martinez says, is less than half of one percent of the cost of telephone contact, and track-package calls have decreased between 15 and 20% year-over-year since the launch of SMS delivery status notification. Using SMS to preempt those calls has paid for itself many times over.

What’s better than low cost? No cost!

What better way to manage costs at scale than to have no cost? In countries where receiving SMS messages is supported, Plivo lets businesses get incoming text messages for free. Unit costs of zero scale very well.

We also offer free trial accounts, and even give prospective customers usage credits so they can try building applications for any use case.

What’s the bottom line?

If two solutions can meet their needs, people generally decide between them on the basis of cost. Plivo is a cost-effective solution for small, midsize, and enterprise businesses because it helps them manage costs as their usage scales up. After a one-time migration project (and we make migration easy) you can be banking savings every month on your voice and SMS communications.

For more information on Plivo’s advantages, read our other Lessons in CPaaS Leadership blog posts: Find out why reliability, a strong carrier network, consultative customer support, and feature parity with Twilio make Plivo stand out among cloud communications platforms.

It’s easy to get started. Sign up for free.

Create your account and receive trial credits or get in touch with us.

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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

RCS Marketing 101: Your Complete Guide

What is RCS marketing?

RCS vs. SMS marketing: A quick comparison

4 key benefits of RCS marketing

1. Improved user interaction

2. Consistent brand experience

3. In-depth analytics

4. Higher conversion potential

5 major use cases of RCS marketing

1. Product promotions

2. Abandoned cart reminders

3. Appointment confirmations and reminders

4. Customer surveys and feedback

5. Customer support follow-ups

RCS marketing myths and realities

Myth 1: RCS marketing is too expensive

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

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

Why choose Plivo for your RCS marketing needs

WhatsApp Agent Setup: How to Launch AI-Powered Conversations at Scale

What is a WhatsApp AI agent?

What you need before setting up your agent

Step-by-step: How to set up a WhatsApp agent with Plivo

Step #1: Choose your primary use case and define agent scope

Step #2: Build the agent using Plivo’s no-code platform

Step #3: Train your agent with AI

Step #4: Test, launch, and monitor your agent

Plivo is purpose-built for WhatsApp AI agent deployment

Automate outcomes with WhatsApp agent setup in Plivo

The Definitive Guide to Automating WhatsApp for Business

What is WhatsApp automation?

Key benefits of WhatsApp automation

Reduce manual workloads and response times

Increases the scalability of customer interactions

Enhances customer experience through personalization

Cost-effectiveness compared to manual processes

5 popular use cases of WhatsApp automation across industries

1. Customer support

2. E-commerce operations

3.Marketing and lead nurturing

4.Event management and invitations

5.Appointment scheduling and reminders

Step-by-step guide to implement WhatsApp automation for your business

Step 1: Define your use cases and goals

Step 2: Choose the right WhatsApp business API provider

Step 3: Set up your WhatsApp business account

Step 4: Create and submit message templates

Step 5: Build automation workflows

It’s easy to get started. Sign up for free.