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

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

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

Top 10 AI Voice Agents for Real Estate (2026)

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

1. Plivo

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

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

2. Luron AI

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

3. Callers AI

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

4. SquadStack AI

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

5. Telgent

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

6. AIOnCalls

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

7. Brilo AI

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

8. VocalDesk

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

9. Calldock

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

10. Ylopo

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

Core Capabilities:

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

Best fit if you:

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

Not a fit if you:

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

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

1. Telephony Ownership vs. Vendor Stitching

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

What to prioritize:

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

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

2. Real-Time Performance (Latency & Uptime)

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

What to validate:

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

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

3. Multi-Channel Context, Not Disconnected Bots

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

What to look for:

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

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

4. Integration Depth (CRM, Calendars, Workflows)

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

Prioritize platforms that:

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

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

5. Built for Scale, Not Just Launch

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

Ask:

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

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

FAQs

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

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

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

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

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

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

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

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

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

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

Try Plivo Free

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

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

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

Jan 20, 2026

5 mins

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

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

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

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

Why Plivo is #1

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

What it does for you

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

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

Segment-by-segment fit

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

Start with Voice, go everywhere

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

Suitable for

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

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

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Key features

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

Why it matters

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

Implementation steps

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

Suitable for

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

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

Define success first

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

Start with narrow, high-volume intents

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

Build the right guardrails

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

Ground every answer

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

Iterate weekly

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

FAQ

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

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

How should I measure success in the first 30 days?

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

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

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

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

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

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

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

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

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

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

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

Jun 19, 2025

5 mins

RCS Marketing 101: Your Complete Guide

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

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

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

Rich communication services (RCS) makes that possible.

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

What is RCS marketing?

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

A user on Reddit summed up this perfectly:

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

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

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

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

RCS vs. SMS marketing: A quick comparison

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

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

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

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

4 key benefits of RCS marketing

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

Here are its four key benefits.

1. Improved user interaction

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

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

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

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

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

2. Consistent brand experience

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

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

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

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

3. In-depth analytics

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

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

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

4. Higher conversion potential

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

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

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

5 major use cases of RCS marketing

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

1. Product promotions

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

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

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

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

2. Abandoned cart reminders

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

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

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

3. Appointment confirmations and reminders

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

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

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

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

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

4. Customer surveys and feedback

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

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

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

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

5. Customer support follow-ups

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

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

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

RCS marketing myths and realities

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

Myth 1: RCS marketing is too expensive

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

But cost alone doesn’t tell the full story.

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

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

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

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

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

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

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

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

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

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

Why choose Plivo for your RCS marketing needs

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

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

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

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

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

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

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

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Jul 22, 2021

5 mins

How to Build a Voice-controlled Virtual Assistant (IVR) in Node.js Using Express.js and Plivo

Voice API | Plivo | You can get started to build a Voice-controlled Virtual Assistant (IVR) in Node.js Using Express.js and Plivo

Node.Js SDK

Voice API

How To

IVR

A virtual assistant can help your business if you have clients who call your phone number. Interactive voice response (IVR) helps you to automate call reception by routing callers to the most appropriate department or the agent most qualified to meet their needs. Among its many advantages, IVR can provide increased operational efficiency, a stronger brand image, and better customer insights.

A voice-controlled virtual assistant is one step ahead of the legacy Touch-Tone/DTMF controlled one because of the flexibility it allows end users. They can just speak into their phone’s microphone to provide input to control the call.

Building a voice-controlled virtual assistant using Plivo’s automatic speech recognition (ASR) feature in Node.js using Express.js is simple. This guide shows you how to set up a voice-controlled IVR phone tree to a Plivo number and manage the call flow when the call reaches the Plivo voice platform. To see how to do this, we’ll build an Express.js application to receive an incoming call and use the GetInput XML element to capture speech input and implement a simple IVR phone system.

Prerequisites

Before you get started, you’ll need:

A Plivo account — sign up for one for free if you don’t have one already.
A voice-enabled Plivo phone number if you want to receive incoming calls. To search for and buy a number, go to Phone Numbers > Buy Numbers on the Plivo console.
Expressjs and Plivo npm packages — run npm i -S plivo express body-parser to install them.
ngrok — a utility that exposes your local development server to the internet over secure tunnels.

How it works

Create an Express.js application to create a voice-controlled virtual assistant

Once you’ve installed Express.js and the Plivo Node.js SDK, create a simple Express.js application to handle incoming calls on a Plivo number. To handle an incoming call, you need to return an XML document from the URL configured as the Answer URL in the application assigned to the Plivo number. The Node.js SDK can manage the XML document generation, and you can use the GetInput XML element to capture speech inputs and implement a simple IVR phone system. Use this code:

        
var plivo = require('plivo');

var express = require('express');

var app = express();

app.set('port', (process.env.PORT || 5000));

app.use(express.static(__dirname + '/public'));

//  Welcome message - firstbranch

var WelcomeMessage = "Welcome to the demo app, Say Sales to talk to our Sales representative. Say Support to talk to our Support representative"

// This is the message that Plivo reads when the caller does nothing at all

var NoInput = "Sorry, I didn't catch that. Please hangup and try again later."

// This is the message that Plivo reads when the caller inputs a wrong digit.

var WrongInput = "Sorry, it's a wrong input."

app.all('/response/ivr/', function (request, response) {

 if (request.method == "GET") {

  var r = new plivo.Response();

  const get_input = r.addGetInput(

   {

    'action': 'https://'+request.hostname+'/multilevelivr/firstbranch/',

    'method': 'POST',

    'interimSpeechResultsCallback': 'https://'+request.hostname+'/multilevelivr/firstbranch/',

    'interimSpeechResultsCallbackMethod': 'POST',

    'inputType': 'speech',

    'redirect': 'true',

   });

  get_input.addSpeak(WelcomeMessage);

  r.addSpeak(NoInput);

  console.log(r.toXML());

  response.set({ 'Content-Type': 'text/xml' });

  response.end(r.toXML());

 }

});

app.all('/multilevelivr/firstbranch/', function (request, response) {

 var from_number = request.query.From;

 var speech = request.query.Speech;

 console.log("Speech Input is:", speech)

 var r = new plivo.Response();

 var params = {

  'action': 'https://'+request.hostname+'/multilevelivr/action/',

  'method': 'POST',

  'redirect': 'false',

  'callerId': from_number

 };

 var dial = r.addDial(params);

 if (speech == "sales") {

  dial.addNumber("14156667777");

  console.log(r.toXML());

 }

 else if (speech == "support") {

  dial.addNumber("14156667778");

  console.log(r.toXML());

 }

 else {

  r.addSpeak(WrongInput);

 }

 response.set({ 'Content-Type': 'text/xml' });

 response.end(r.toXML());

});

app.listen(app.get('port'), function () {

 console.log('Node app is running on port', app.get('port'));

});

Test the code locally

Save this code in any file (name the file something like detect_speech.js). To run this file on the server, go to the folder where this file resides and use the following command:

$ node detect_speech.js

And you should see your basic server app in action on http://localhost:3000/response/ivr/

Expose the local server to the internet using ngrok

Install it and run ngrok on the command line, specifying the port that hosts the application on which you want to receive calls (5000 in this case, as our local Express.js application is running there):

$ ./ngrok http 5000

Ngrok will display a forwarding link that you can use as a webhook to access your local server over the public network.

Test the link by opening the ngrok URL(https://02a9fe62aabd.ngrok.io/detect_speech) in a browser or HTTPie to check the XML response from the ngrok URL.

Connect the Express.js application to a Plivo number

The final step is to configure the application as a Plivo voice application and assign it to a Plivo number on which you want to activate the voice-controlled virtual assistant.

Go to the Plivo console and navigate to Voice > Applications > XML, then click on the Add New Application button in the upper right.

Provide a friendly name for the application — we used “App-Virtual-Assistant” — and configured the ngrok URL https://02a9fe62aabd.ngrok.io/detect_speech as the Answer URL. Select the HTTP verb as POST, then click Create Application.

Create Plivo App for voice-controlled IVR Laravel app

Now go to Phone Numbers > Your Numbers and click on the number to which you want to assign the application. From the Plivo Application drop-down, choose the voice application you just created. Finally, click Update Number.

Test the application

Make a phone call to the Plivo number you selected. You should see that the VirtualAssistant Express.js application automatically routes the call to the Sales and Support departments based on the speech inputs received on the call.

And that’s how simple it is to set up a voice-controlled virtual assistant on a Plivo number and handle it using XML documents using Plivo’s Node.js SDK and an Express.js application. You can implement other use cases on the Plivo Voice platform, such as phone system IVR, call forwarding, and number masking, as your business requires.

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

Jul 21, 2021

5 mins

Best Practices for SMS Notifications

Tips and best practices for SMS notifications that can help your business use text messaging more effectively.

SMS

Best Practices

Our customers use our cloud communications platform to send out billions of SMS messages every year. In keeping them happy and productive, we’ve learned a few things about best practices for sending SMS notifications. Whether you’re one of our customers or you haven’t tried Plivo yet (what are you waiting for?) here are some tips that can help your business use messaging more effectively.

Do you need convincing that SMS is the best communications channel for sending notifications to customers? According to Techjury, SMS messages have a 98% open rate, and 60% of people read text messages within 5 minutes after receiving them. And since almost 4 billion people worldwide own smartphones, you can send SMS messages to just about anyone — and do it cost-effectively. Alternatives like email, postal mail, and voice calling cost more and lack the reach, ease of use, and immediacy of SMS.

Maybe you already use SMS for some use cases — reminders or delivery alerts, maybe. You can leverage your investment in SMS messaging by doing more with it: offering event notifications or collecting customer feedback, for instance.

We’ve written a guide that talks about more possible use cases, and offers best practices for using SMS. You should download it to get all the details, but to stimulate your imagination, here’s a preview of what you’ll find.

Get permission

First, before you start sending messages willy-nilly, make sure you have permission to contact recipients. Thanks to privacy regulations such as the GDPR and CCPA, businesses need consumers to opt into being contacted. Organizations that fail to get permission may be subject to heavy fines.

Timing

Think about the optimal time to send your messages. Aim for times when your customers are likely to read them and take advantage of what you have to say. For example, if you’re a restaurant offering a lunchtime discount, think about scheduling your texts for the midmorning, so that your offers will be on your customers’ minds when they’re making lunch plans.

Personalization

Personalizing your messages lets you build deeper relationships with customers and treat them as unique individuals. Use your subscribers’ names, and keep the customer benefit at the front and center of the message.

Measure your results

Don’t just send out messages and hope for the best. You should have a plan to track and measure your efforts in place before you send your first message. Consider not only open and response rates, but also things like list growth rate, acquisition cost per recipient, and return on investment.

Infrastructure

Use a single platform to manage all your communication channels. A single platform takes less training, speeds up your time to market, and takes fewer resources and less time to maintain.

Prioritize deliverability

To be effective, SMS messaging should be timely — received as quickly as they’re sent — and reliable — there’s no point in sending out messages that people can’t receive. But if your SMS messages can’t make it through, have a backup plan. Voice messaging offers an alternative to SMS for when your message absolutely, positively has to be there right away.

Get the guide

We go into more depth on these and other points in our best practices guide. Download it for free, or sign up for a free Plivo trial account and see how we let businesses take advantage of SMS messaging.

Jul 20, 2021

5 mins

Plivo Wins TMC 2021 Communications Solutions Products of the Year Award

TMC names Plivo a 2021 Communications Solutions Product of the Year.

Company

Jul 19, 2021

5 mins

SMS and Voice API Features to Look for in a Twilio Alternative

Twilio may be the best-known name for SMS and voice APIs, but strong Twilio alternatives offer better quality, reach, pricing, and support.

Twilio Alternative

Comparison

By automating SMS and voice communication and integrating those communication channels with your applications, your business can more easily communicate with customers and meet their needs. But choosing the right communications API provider is critical to delivering the best experience for your customers.

While you may have started out with Twilio or another API provider to connect with your customers via SMS and voice, your first partner may not be the best long-term solution.

For many companies, Twilio’s communications APIs aren’t the right fit for three reasons:

You notice inconsistent quality or deliverability in certain regions.
You feel frustrated by lackluster customer support and ongoing technical issues that you can’t get resolved.
Their pricing seemed great at the beginning, but costs have risen as your customer base has grown, and the expense doesn’t fit your ROI plan.

If your goal is to improve uptime and reliability, you need to diversify your provider mix so you don’t rely on one partner alone and expose your business to the risks of a single point of failure. To do that, figure out your use case, then evaluate new platforms.

Twilio alternative: primary provider or backup?

The first key question is whether to replace Twilio or add a second platform to provide high availability and more throughput.

Adding a backup provider to existing services ensures access to redundant infrastructure and diversifies your services in case one provider goes down.

Switching your primary provider away from Twilio might be the right move if your usage has grown and you’re finding your overall spend to be too high. But you don’t want to trade off cost savings for quality, so you need to find a new primary provider that has equivalent, if not better, delivery rates globally.

Whether you’re looking for a better price point, higher quality, wider reach, or infrastructure redundancy, it’s important to know what to look for when evaluating your new communications API provider.

Make sure your Twilio alternative has these essential features

Once you decide you need a Twilio alternative, either as your new primary provider or as a redundant provider for your failover strategy, you have to determine which cloud communications platform is the right partner for your business.

To evaluate each provider’s unique platform, network, and features, focus on these six key areas.

Key features and essentials

Look for a voice API with programmatic building blocks that let you implement call forwarding, call recording, multiparty conference calling, voicemail, customized audio alerts, voice survey functionality, interactive voice response (IVR), text to speech, call transcription, and call transfers.

On the SMS API side, your team should be able to quickly and painlessly set up automated account alerts and SMS notifications throughout the user journey, send and receive messages, enable SMS autoresponders, send text message reminders, and implement common workflows such as two-factor authentication.

Additionally, look for advanced SMS API functionality like Plivo’s Powerpack, which, on top of ensuring high deliverability and better open rates, gives you the ability to connect and engage with your customers using local phone numbers and eliminates the need to worry about compliance regulations across the globe.

Compare your options to make sure your next provider meets — or exceeds — the bar set by Twilio.

Regional deliverability

If your business operates in multiple regions or countries, you know that not all providers perform equally well in every region. SMS and voice API providers all highlight great global reach on paper, but their SMS delivery rates and call quality vary across countries and regions.

If you decide to use two providers in tandem, then no matter whether Twilio is your primary or your backup API, your new provider should solve for Twilio’s coverage and quality gaps so you can improve your reach and reliability.

On the voice API side, your provider should let you easily integrate voice calling into your web and mobile apps to create a fully integrated user experience. For example, when making outbound calls to the public switched telephone network (PSTN), your provider should allow for specific caller IDs (domestic or international) as per your business requirements. The provider should have direct relationships with Tier 1 local carriers to efficiently connect calls over the PSTN.

For SMS services, your provider should support not only high SMS deliverability to in-country carriers, but also global coverage for businesses that cater to customers around the world. It should support customized sender IDs outside of North America to improve open rates.

Infrastructure reliability

Reliable, redundant infrastructure is critical in ensuring your messages and calls reach your customers every time.

Your API provider should offer at least 99.99% uptime. You can find Plivo’s 90-day uptime rate through our real-time and historical service status page.

Check to make sure that your communications API provider invests in its infrastructure to consistently deliver high quality globally. A strong provider should have:

Globally distributed points of presence (PoP) across the regions where you do business
Geographically distributed and monitored network operations centers (NOC) for 24/7 support
Latency-free connectivity of less than 150 milliseconds to carriers and end phones
Optimized routing and uptime through an intelligent routing system that routes based on quality

These infrastructure features ensure a robust, fault-tolerant, and reliable platform to support your communications needs.

Compliance and security measures

According to the 2019 CGS Customer Service Security and Compliance Survey, 69% of US consumers would not return to a business that exposed sensitive user information. Your new SMS and voice API provider must implement the compliance and security measures necessary to keep customer information safe.

Your new provider should guarantee GDPR and CCPA compliance and adhere to any other compliance standards your business requires. Additionally, your provider should support features like smart queuing that give you automatic compliance with local carrier requirements. To ensure access security, the provider should support two-factor authentication. These features ensure you meet data protection requirements when personal consumer data is transferred between regions.

In addition to these features, a modern communications API provider should guarantee:

On-premises security for their networks
Application security through at-rest and in-transit encryption
PCI-compliant payment security
Role-based access control
Authentication for accessing recordings
Regular third-party penetration testing

By working with an SMS and voice API provider that provides these features, you ensure your company keeps customers happy and their data secure.

Easy migration

You need APIs that are easy to customize and implement to streamline migration from Twilio to your new provider.

Your Twilio alternative SMS and voice API provider should make it painless to add communications services to your existing setup. That’s why Plivo offers:

Familiar REST APIs and XML code
Extensive reference documentation and how-to guides
SDKs for browser and mobile apps to integrate native voice calling
Call Insights and debug logs for easier troubleshooting
The PHLO low-code visual workflow builder

These features make it easy for your team to understand, customize, and troubleshoot applications.

Pricing flexibility

Pricing is one of the major pain points for Twilio customers. As companies scale their usage, they often find that Twilio becomes cost-prohibitive.

Relative to Twilio, Plivo saves customers 40% on outbound SMS, provides free inbound SMS, and offers 20% cost savings on calls to toll-free and local phone numbers. Additionally, Plivo offers lower outbound and inbound SMS rates and lower phone number rental fees.

Better pay-as-you-go pricing and volume discounts as you scale help you lower your TCO. Contact our team to explore pricing scenarios for your business.

Choose the Twilio alternative that best fits your business needs

When choosing an API provider, you should evaluate every facet of their offering to ensure that it meets your needs. Thousands of innovative businesses rely on Plivo for SMS and voice API services. Every day, companies on our platform experience the benefit of our globally distributed, direct-to-carrier network with high SMS delivery and low call latency.

Our proven quality and scale, enterprise-grade platform, uptime of 99.99%, 24/7 customer support, and low cost of ownership make offering reliable SMS and voice services easy.

Explore pricing scenarios for your business

Jul 8, 2021

5 mins

Announcing the Plivo APIs Postman Collection

Voice API | Plivo | You can get started with the Plivo APIs Postman Collection

Postman

How To

With Plivo’s SMS platform and voice platform you can add messaging and calling capabilities to your applications with a few lines of code via our server SDKs for PHP, Node.js, Python, .NET, Java, Ruby, and Go. Before you get started, you’d probably like to evaluate our APIs using an HTTP client. You can use any HTTP client you like; many developers choose Postman, a popular HTTP REST client. Postman makes it easy for developers to set up and use to explore API request and response structures.

About Plivo Postman collections

Plivo has released a new Postman collection that includes APIs for our SMS, Voice, Phone Numbers, Account, Lookup, and PHLO products, along with documentation for each API to help you learn about them. You can import these APIs and start using them instantly. The API collection comes with predefined environment variables to help you get started immediately. This post walks you through the process of installing and configuring Postman and our Postman collection and making API requests.

Install Postman and download the Postman collection

First, download and install Postman. You also need a Plivo account; if you don’t have one yet, sign up now. Next, click on the button below.

A window will appear asking if you want the collection to be added to your local Postman app or if you want to use a web app.

You’ll see the collection in your chosen space based on the options you’ve chosen.

Configure environment variables

Now you can add your keys and tokens to your Postman collection. Open Postman from Applications under macOS or your desktop on Windows. The first thing you need to do is add your authentication credentials.

Click on the collection Plivo REST API.

Select Authorization, then, from the drop-down list, set the Type as Basic Auth.

For Username and Password, fill in your Plivo Auth ID and Auth Token respectively, which you can find on the overview page of the console.

You’ve now authenticated Postman to your Plivo account. The next step is to make that authentication available for every endpoint.

Set up environment variables

Set up the auth_id as an environment variable, so you can use it in every endpoint you have.

Click on the collection Plivo REST API.

Click on Variables. Declare the variable auth_id, and provide the initial and current value as the Auth ID from the console.

Once you’ve done that, you can access your Auth ID by writing within your Postman collection. We’ve already done that for you for all the APIs in the Plivo collection.

‍

Now we’re ready to test some APIs!!

Make an API request to send an SMS

To see how Plivo and Postman work together, let’s start by sending an SMS message. From the imported Plivo REST API collection, select the folder named Messaging, and select the request to Send SMS. Replace src with your from_number, dst with destination number where you’d like to send the message, and text with appropriate content. These are the only mandatory parameters.

You can replace the other optional parameters with meaningful values for your use case, or you can leave them out if you’re not using them in the request.

To learn more about optional and required parameters, either refer to the documentation available within the Postman collection or visit our Messaging API reference guide.

Make an API request to make a phone call

To see how Plivo and Postman work together to making an outbound call. From the imported Plivo REST API collection, select the folder named Call and select the request to make an outbound call. Replace from with your caller_id, to with the destination number you’d like to make a call & answer_url with a valid publicly accessible URL that returns a valid XML. These are the only mandatory parameters.

Note:

The answer_url updated in the collection returns a valid XML which means you just need to update the from & to field to test the API.

You can replace the other optional parameters with meaningful values for your use case, or you can leave them out if you’re not using them in the request. As the values updated are dummy and can cause errors.

To learn more about optional and required parameters, either refer to the documentation available within the Postman collection or visit our Voice API reference guide.

Make an API request to buy a phone number

To see how Plivo and Postman work together for searching for an available phone number. From the imported Plivo REST API collection, select the folder named Phone Numbers followed by Search/Buy a Phone Number, and select the request named Buy a Phone Number.

You can find a number by using the Search Phone numbers API, which is right above the Buy a Phone number API request in your collection, or from the console. Update the URL with the number you wish to purchase — it should look like

https://api.plivo.com/v1/Account/{{auth_id}}/PhoneNumber/14153234567/

Under Body, replace app_id with the application you want to attach, if you have one.

To learn more about optional and required parameters, either refer to the documentation available within the Postman collection or visit our Phone number API reference guide.

Conclusion

Postman helps us keep all of our APIs organized, categorized, and always ready to use with just a few modifications depending on our needs. It helps us not only with triggering API requests but also with testing APIs. Overall, Postman makes it easier for developers to test and integrate their systems with Plivo.

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

Jul 6, 2021

5 mins

How to Build a Voice-Controlled Virtual Assistant (IVR) in PHP Using Laravel and Plivo

Voice API | Plivo | You can get started to build a Voice-Controlled Virtual Assistant (IVR) in PHP Using Laravel and Plivo

PHP SDK

Voice API

How To

IVR

Building a voice-controlled virtual assistant using Plivo’s automatic speech recognition (ASR) feature in PHP using Laravel is simple. This guide shows you how to set up a voice-controlled IVR phone tree to a Plivo number and manage the call flow when the call reaches the Plivo voice platform. To see how to do this, we’ll build a Laravel application to receive an incoming call and use the GetInput XML element to capture speech input and implement a simple IVR phone system.

Prerequisites

Before you get started, you’ll need:

A Plivo account — sign up for one for free if you don’t have one already.
A voice-enabled Plivo phone number if you want to receive incoming calls. To search for and buy a number, go to Phone Numbers > Buy Numbers on the Plivo console.
Laravel and Plivo PHP packages.
ngrok — a utility that exposes your local development server to the internet over secure tunnels.

How it works

Create a Laravel application to create a voice-controlled virtual assistant

First, install Laravel if you haven’t done so already. We suggest using Composer to install it. Add a new Laravel project with boilerplate code with the command composer create-project laravel/laravel virtual_assistant --prefer-dist. This will create a receive_calls project directory with the necessary folders and files for development. Then change to the newly created receive_calls directory and install the Plivo PHP package (composer require plivo/plivo-php).

Once you’ve installed Laravel and the Plivo PHP SDK, run php artisan make:controller VirtualassistantController to create a Laravel controller to handle incoming calls on a Plivo number. To handle an incoming call, you need to return an XML document from the URL configured as the answer URL in the application assigned to the Plivo number. The PHP SDK can manage the XML document generation, and you can use the GetInput XML element to capture speech inputs and implement a simple IVR phone system. Use this code:

    addGetInput(
      [
        'action' => 'https://' . $_SERVER["HTTP_HOST"] . '/representative_speech',
        'method' => 'POST',
        'interimSpeechResultsCallback' => 'https://' . $_SERVER["HTTP_HOST"] . '/representative_speech',
        'interimSpeechResultsCallbackMethod' => 'POST',
        'inputType' => 'speech',
        'redirect' => 'true',
      ]);
    $get_input->addSpeak($welcome_message, ['language' => 'en-US', 'voice' => 'Polly.Salli']);
    $response->addSpeak($no_input);
    $xml_response = $response->toXML();
    return response($xml_response, 200)->header('Content-Type', 'application/xml');
  }

  // Action URL block for Sales and Support branch
  public function repBranch(Request $request)
  {
    $wrong_input = "Sorry, invalid input."; // This is the message that Plivo reads when the caller inputs a wrong digit.
    $speech = $request->query('Speech');
    $from_number = $request->query('From');
    $response = new Response();
    $params = array(
      'callerId' => $from_number
    );
    if ($speech == "sales") {
      $dial = $response->addDial($params);
      $number = "14156667777";
      $dial->addNumber($number);
    } elseif ($speech == "support") {
      $dial = $response->addDial($params);
      $number = "14156667778";
      $dial->addNumber($number);
    } else {
      $response->addSpeak($wrong_input);
    }
    $xml_response = $response->toXML();
    return response($xml_response, 200)->header('Content-Type', 'application/xml');
  }
}

  

Now add a route for the virtualAssistant function in the VirtualassistantController class. Open the routes/web.php file and add these lines at the end of the file:

‍Note: We need to add the route of the app to the “except” array to disable cross-site request forgery (CSRF) verification in the app/Http/Middleware/VerifyCsrfToken.php file.

Test the code locally

Now the VirtualassistantController is ready to handle incoming calls to your Plivo number using Laravel and the Plivo PHP SDK. To run the code on the Laravel server, use the command

You should see your basic server application in action on http://127.0.0.1:8000/detect_speech.

Expose the local server to the internet using ngrok

Install it and run ngrok on the command line, specifying the port that hosts the application on which you want to receive calls (8000 in this case, as our local Laravel application is running there):

Ngrok will display a forwarding link that you can use as a webhook to access your local server over the public network.

Test the link by opening the ngrok URL(https://02a9fe62aabd.ngrok.io/detect_speech) in a browser or HTTPie to check the XML response from the ngrok URL.

Connect the Laravel application to a Plivo number

The final step is to configure the application as a Plivo voice application and assign it to a Plivo number on which you want to activate the voice-controlled virtual assistant.

Go to the Plivo console and navigate to Voice > Applications > XML, then click on the Add New Application button in the upper right.

Provide a friendly name for the application — we used “App-Virtual-Assistant” — and configure the ngrok URL https://02a9fe62aabd.ngrok.io/detect_speech as the Answer URL. Select the HTTP verb as POST, then click Create Application.

Test the application

Make a phone call to the Plivo number you selected. You should see that the VirtualAssistant Laravel application automatically routes the call to the Sales and Support departments based on the speech inputs received on the call.

And that’s how simple it is to set up a voice-controlled virtual assistant on a Plivo number and handle it using XML documents using Plivo’s PHP SDK and a Laravel application. You can implement other use cases on the Plivo Voice platform, such as phone system IVR, call forwarding, and number masking, as your business requires.

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

Jul 1, 2021

5 mins

How to Build a Call Forwarding App in Node.js Using Express.js and Plivo

Voice API | Plivo | You can get started to build a Call forwarding app in Node.js Using Express.js and Plivo

Node.Js SDK

Voice API

How To

Businesses use call forwarding all the time to route incoming calls to available agents, extensions, or departments that cater to the caller’s needs. Creating a call forwarding app is simple when you use Plivo’s Node.js SDK. This guide shows you how to receive incoming calls on Plivo numbers and manage the call flow once a call reaches the Plivo voice platform. To see how to do this, we’ll build an Express.js application to forward the call to a mobile number using the Dial XML element.

Prerequisites

Before you get started, you’ll need:

A Plivo account — sign up for one for free if you don’t have one already.
A voice-enabled Plivo phone number if you want to receive incoming calls. To search for and buy an available number, go to Phone Numbers > Buy Numbers on the Plivo console.

Express.js and Plivo npm packages — run npm i -S plivo express body-parser to install them.
ngrok — a utility that exposes your local development server to the internet over secure tunnels.

Create an Express.js application to forward incoming calls

Once you’ve installed Express.js and the Plivo Node.js SDK, create a simple Express.js application to handle incoming calls on a Plivo number. To handle an incoming call, you need to return an XML document from the URL configured as the Answer URL in the application assigned to the Plivo number. The Node.js SDK can manage the XML document generation, and you can use the Dial XML element to forward the call to a mobile number. Use this code:

        var express = require('express')
    const bodyParser = require('body-parser');
    var app = express()
    
    app.use(bodyParser.urlencoded({
       extended: true
    }));
    app.all('/forward_call/', function (req, res) {
       res.contentType('application/xml');
       var fromNumber = req.body.From || req.query.From;
       var plivo = require('plivo');
       var response = plivo.Response();
       var params = {
           'callerId': fromNumber
 // caller's number will be used as caller_ID for the call to forwarding number
       };
       var dial = response.addDial(params);
      
       dial.addNumber("14156667777");
 // call will be forwarded to this number
       res.send(response.toXML());
    })
    
    app.set('port', (process.env.PORT || 5000));
    app.listen(app.get('port'), function () {
       console.log('Node app is running on port', app.get('port'));
    });
    
    

Test the code locally

Save the code in any file — we named the file forward_call.js. To run the code on the server, go to the folder where the file resides and use the command

$ node forward_call.js

You should see your basic server application in action on http://localhost:5000/forward_call/.

Expose the local server to the internet using ngrok

Once you see the application working locally, the next step is to connect the application to the internet to return the XML document to process the incoming call. For that, we recommend using ngrok, which exposes local servers behind NATs and firewalls to the public internet over secure tunnels. Install it and run ngrok on the command line, specifying the port that hosts the application on which you want to forward incoming calls (5000 in this case, as our local Express application is running there):

$ ./ngrok http 5000

Ngrok will display a forwarding link that you can use as a webhook to access your local server over the public network.

Test the link by opening the ngrok URL (https://5d278f96a504.ngrok.io/forward_call/) in a browser. We used HTTPie to check the XML response from the ngrok URL.

Connect the Express application to a Plivo number

The final step is to configure the application as a Plivo voice application and assign it to a Plivo number on which you want to forward incoming calls.

Go to the Plivo console and navigate to Voice > Applications > XML, then click on the Add New Application button in the upper right.

Provide a friendly name for the application — we used “App-call-forward” — and configured the ngrok URL https://5d278f96a504.ngrok.io/forward_call/ as the Answer URL. Select the HTTP verb as POST, then click Create Application.

Create Plivo App to forward incoming calls

Assign the call forward Plivo App to a Plivo Number

Test the application

Make a phone call to the Plivo number you selected. You should see that the Express application automatically forwards the call to the phone number configured in the call forwarding app.

And that’s how simple it is to receive an incoming call on a Plivo number and forward it using XML documents using Plivo’s Node.js SDK and an Express application. You can implement other use cases on the Plivo Voice platform, such as phone system IVR, receive DTMF/Speech inputs, and number masking, as your business requires.

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

Jul 1, 2021

5 mins

New Plivo Voice Pricing Based on Network Group Levels

By moving to a “network group level” pricing structure for voice outbound to all countries Plivo has simplified our Voice API pricing.

Pricing

Voice API

Today we’re announcing two updates to our Voice API pricing.

Network group pricing

Today, call pricing can vary depending on the prefix of the phone numbers customers call. This makes it challenging to estimate spend, and customers tend to simply take an average, which may give an inaccurate value.

Going forward, we’ve simplified the pricing into broader groups, which will help customers plan spend by estimating at a group level.

Some common network groups you could see include:

Network Group	What It Includes
Country	Typically includes all fixed numbers of a country, unless called out in another network group
Country — Fixed — Major Cities (City1, City2)	Includes fixed numbers of the specified major cities in the country
Country — Fixed — Others	Includes other fixed numbers not covered in other network groups in this country — and are usually higher priced
Country — Mobile	Typically includes all mobile numbers of a country, unless called out in another network group
Country — Mobile — Major Carriers (Carrier1, Carrier2)	Includes numbers belonging to the specified major carriers in the country. This group typically received the bulk of mobile traffic for most common use cases
Country — Mobile — MVNO (Carrier1, Carrier2)	Includes numbers belonging to specified MVNO operators and are usually higher priced
Country — Premium Services	Includes calls to premium and/or satellite numbers in the country and are usually very expensive

By moving to a “network group level” pricing structure for voice outbound to all countries, we have removed the complexity of prefix level pricing. Our new destination network groups are a logical way to allow customers to more easily understand Plivo pricing and its impact on their spend.

Price changes for outbound and inbound voice

The second change is an update to our voice prices for both outbound and inbound.

Voice Outbound

This chart highlights changes you’ll see in pricing for outbound calls in countries where Plivo has the highest traffic. Prices will change in almost all countries; you should refer to the Voice pricing page for the new pricing in your countries.

Increase	Decrease
United Arab Emirates	United States
Australia	Canada
South Africa	Brazil
Italy	United Kingdom
France	Denmark
Saudi Arabia	Israel
Germany	Chile
Mexico	Colombia
Poland	Oman
Switzerland	Spain
New Zealand	Turkey
Indonesia	Singapore
Nigeria	China
Kenya	Bahrain

Voice Inbound

This chart highlights changes you’ll see in pricing for incoming calls in countries where Plivo has the highest traffic. Prices will change in 22 countries; you should refer to the Voice pricing page for the new pricing in your countries.

Increase	Decrease
Qatar	United States
UAE	Canada
Spain	United Kingdom
France	Australia
Sweden	Brazil
Belgium	China

Phone Number Rentals

This chart highlights changes you’ll see in pricing for Number Rental in countries where Plivo has the highest traffic. Prices will change in 11 countries; you should refer to the Numbers pricing page for the new pricing in your countries.

Increase	Decrease
Qatar	United States
China	Canada
Spain	United Kingdom
Brazil	Australia

We’ve made these pricing updates to reflect changing costs charged to us by carriers — some increases, some decreases — and to address regulation updates that also change our costs. One thing that hasn’t changed is our commitment to provide you with the best cloud communications platform available.

Price changes for outbound and inbound voice

The second change is an update to our voice prices for both outbound and inbound.

Voice Outbound

Voice Inbound

Increase	Decrease
United Arab Emirates	United States
Australia	Canada
South Africa	Brazil
Italy	United Kingdom
France	Denmark
Saudi Arabia	Israel
Germany	Chile
Mexico	Colombia
Poland	Oman
Switzerland	Spain
New Zealand	Turkey
Indonesia	Singapore
Nigeria	China
Kenya	Bahrain

Increase	Decrease
Qatar	United States
UAE	Canada
Spain	United Kingdom
France	Australia
Sweden	Brazil
Belgium	China

Phone Number Rentals

Increase	Decrease
Qatar	United States
China	Canada
Spain	United Kingdom
Brazil	Australia

Jun 28, 2021

5 mins

How to Receive a Phone Call in Go with Gin and Plivo

Voice API | Plivo | You can get started to Receive a Phone Call in Go with Gin and Plivo.

Go SDK

Voice API

How To

Making an outbound phone call using the Plivo Voice platform is easy, but communication should be a two-way street. Customers should be able to call you back, and you should answer the calls and address their concerns. This guide shows you how to receive incoming calls on Plivo numbers and manage the call flow once a call reaches the Plivo voice platform. To see how to do this, we’ll build a Go Gin application to receive an incoming call and greet the caller with a text-to-speech (TTS) message.

Prerequisites

Before you get started, you’ll need:

A Plivo account — sign up for one for free if you don’t have one already.
A voice-enabled Plivo phone number if you want to receive incoming calls. To search for and buy a number, go to Phone Numbers > Buy Numbers on the Plivo console.
Golang, Gin, and Plivo go packages.
ngrok — a utility that exposes your local development server to the internet over secure tunnels.

Create a Gin web application to receive incoming calls and play a TTS message

Once you’ve installed Golang, Gin, and Plivo go packages, create a simple Gin web application to handle incoming calls on a Plivo number. To handle an incoming call, you need to return an XML document from the URL configured as the Answer URL in the application assigned to the Plivo number. The Go SDK can manage the XML document generation, and you can use the Speak XML element to play a text-to-speech message to the caller. Use this code:

        package main

    import (
        "github.com/gin-gonic/gin"
        "github.com/plivo/plivo-go/v7/xml"
    )
    
    func main() {
        r := gin.Default()
        r.GET("/forward_call", func(c *gin.Context) {
            c.Header("Content-Type", "application/xml")
            response := xml.ResponseElement{
                Contents: []interface{}{
                    new(xml.DialElement).
                        SetContents(
                            []interface{}{
                                new(xml.NumberElement).
                                    SetContents("14156667777"),
                            },
                        ),
                },
            }
            c.XML(200, response)
        })
        r.Run() // listen and serve on 0.0.0.0:8080 (for windows "localhost:8080")
    }
    
    

Test the code locally

Save this code in any file (name the file something like receive_call.go). To run this file on the server, go to the folder where this file resides and use the following command:

$ go run forward_call.go

And you should see your basic server app in action on http://localhost:8080/receive_call/

Expose the local server to the internet using ngrok

Once you see the application working locally, the next step is to connect the application to the internet to return the XML document to process the incoming call. For that, we recommend using ngrok, which exposes local servers behind NATs and firewalls to the public internet over secure tunnels. Install it and run ngrok on the command line, specifying the port that hosts the application on which you want to handle incoming calls (8080 in this case, as our local Gin web application is running there):

$ ./ngrok http 8080

Ngrok will display a forwarding link that you can use as a webhook to access your local server over the public network. Test the link by opening the ngrok URL (https://165ae7a879f8.ngrok.io/receive_call/) in a browseror use HTTPie to check the XML response from the ngrok URL.

Connect the Gin web application to a Plivo number

The final step is to configure the application as a Plivo voice application and assign it to a Plivo number on which you want to receive incoming calls.

Go to the Plivo console and navigate to Voice > Applications > XML, then click on the Add New Application button in the upper right.

Provide a friendly name for the application — we used “App-Incoming-call” — and configure the ngrok URL https://165ae7a879f8.ngrok.io/receive_call/ as the Answer URL. Select the HTTP verb as POST, then click Create Application.

Create Plivo App to handle incoming calls

Test the application

Make a phone call to the Plivo number you selected. You should see that the Gin web application automatically greets the caller with the text-to-speech message configured in the app.

And that’s how simple it is to receive an incoming call on a Plivo number and handle it using XML documents using Plivo’s Go SDK and a Gin web application. You can implement other use cases on the Plivo Voice platform, such as phone system IVR, call forwarding, and number masking, as your business requires.

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

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

What is an AI voice agent?

Types of AI voice agents

Rule-based AI voice agent

AI-assisted voice agent

Conversational AI voice agent

Voice-activated voice agent

How does an AI voice agent improve customer engagement?

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

Benefits:

Use case: Improve language learning for students

Benefits:

Use case: Improve patient outcomes in healthcare

Benefits:

Use case: Streamline routine financial services

Benefits:

Use case: Get personal shopping assistance

Benefits:

Features of an AI voice agent

Natural language understanding (NLU)

Personalization capabilities

Multi-language support

Integration with other platforms and services

Benefits of voice agents

Enhanced user experience

Better cost efficiency

Accessibility for users with disabilities

Data collection and analysis for improved services

24/7 availability

Future of AI voice technology

Key upcoming trends:

Launch an AI voice agent with Plivo

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

Top 10 AI Voice Agents for Real Estate (2026)

1. Plivo

2. Luron AI

3. Callers AI

4. SquadStack AI

5. Telgent

6. AIOnCalls

7. Brilo AI

8. VocalDesk

9. Calldock

10. Ylopo

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

1. Telephony Ownership vs. Vendor Stitching

2. Real-Time Performance (Latency & Uptime)

3. Multi-Channel Context, Not Disconnected Bots

4. Integration Depth (CRM, Calendars, Workflows)

5. Built for Scale, Not Just Launch

FAQs

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

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

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

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

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

Try Plivo Free

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

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

Why Plivo is #1

What it does for you

Segment-by-segment fit

Start with Voice, go everywhere

Suitable for

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

Key features

Why it matters

Implementation steps

Suitable for

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

Key features

Why it matters

Implementation steps

Suitable for

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

Key features

Why it matters

Implementation steps

Suitable for

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