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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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Jun 3, 2021

5 mins

How to Receive a Phone Call in PHP with Laravel and Plivo

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

PHP 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 Laravel 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.
Laravel and Plivo PHP packages.
ngrok — a utility that exposes your local development server to the internet over secure tunnels.

Create a Laravel application to receive incoming calls and play a TTS message

First, you need to install Laravel if you haven’t installed it already. We suggest using Composer to install it. Add a new Laravel project with boilerplate code with the command composer create-project laravel/laravel receive_calls --prefer-dist. This will create a receive_calls directory with the necessary folders and files for development. Then change to the newly created “receive_calls” project 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 ReceivecallController 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 Speak XML element to play a text-to-speech message to the caller. Use this code:

<?php

namespace App\Http\Controllers;

require '../vendor/autoload.php';
use Plivo\RestClient;
use Plivo\XML\Response;
use Illuminate\Http\Request;

class ReceivecallController extends Controller
{
   // Speak XML to handle your first incoming call
   public function receiveCalls()
   {
       $response = new Response();
       $speak_body = "Hello, you just received your first call";
       $response->addSpeak($speak_body);
       Header('Content-type: text/xml');
       echo $response->toXML();
   }
}

Now, you need to add a route for the “receiveCalls” function in the ReceivecallController class. Open the routes/web.php file and add this line at the end of the file:

Route::match(['get', 'post'], '/receive_calls',
 'App\Http\Controllers\ReceivecallController@receiveCalls');

Note: We need to add the route of the app to the “except” array to disable CSRF verification - app/Http/Middleware/VerifyCsrfToken.php`

<?php

namespace App\Http\Middleware;

use Illuminate\Foundation\Http\Middleware\VerifyCsrfToken as Middleware;

class VerifyCsrfToken extends Middleware
{
   /**
    * The URIs that should be excluded from CSRF verification.
    *
    * @var array
    */
   protected $except = [
       '/receive_calls'
   ];
}

Test the code locally

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

$ php artisan serve

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

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 receive calls (8000 in this case, as our local Laravel application is running there):

$ ./ngrok http 8000

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://6e4d127bf930.ngrok.io/receive_calls) in a browser. We used 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 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://6e4d127bf930.ngrok.io/receive_calls as the Answer URL. Select the HTTP verb as POST, then click Create Application.

Create Plivo App to handle incoming calls

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 Laravel 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 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.

May 31, 2021

5 mins

Get ready to be STIRred and SHAKEN

STIR/SHAKEN goes into effect June 30. Here’s how Plivo will handle attestation and sign outbound calls as either Verified or Not Verified.

Fraud Prevention

If you read our blog post from a couple of months ago, you’re already familiar with STIR/SHAKEN — Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN). They’re technical frameworks that fight call spoofing by authenticating the calling number.

The US Federal Communications Commission (FCC) has directed carriers to implement STIR/SHAKEN by June 30, 2021. Plivo will be ready; we’re already running a successful pilot program.

When we roll out STIR/SHAKEN support for inbound calls, we’ll validate attestation of calls to Plivo DIDs and toll-free numbers in the US, irrespective of whether they’re used for Voice or Zentrunk. For calls through the Voice API, we’ll pass the STIR/SHAKEN verification level as part of webhook requests to various URLs — answer_url, fallback_url, hangup_url, etc. For both Voice and Zentrunk calls, we’ll also show verification levels on the Plivo console and in Call Detail Reports.

Going in the other direction, we’ll sign all Voice and Zentrunk outbound calls to the US — unless a customer violates the rules:

The calls breach the Plivo Fair Usage Policy.
The calls are identified as unsolicited robocalls.
Plivo gets a traceback request from the Industry Traceback Group about calls made by the customer.
The calls have invalid caller IDs — for instance, if they don’t adhere to E.164 format or have too many digits.

In these scenarios, Plivo may stop signing all calls initiated by the customer. That could lead to lower answer rates, because calls won’t be marked as Verified. Worst case, they could be marked as spam by receiving networks.

Verification levels for outbound calls

In the STIR/SHAKEN framework, a secure telephony identity (STI) governance authority issues digital certificates. STIR/SHAKEN provides three attestation levels that can be assigned by an STI authentication service, which represent how confident a service provider is in that the number’s owner is truly the one placing the call.

Plivo will sign outbound calls as Verified (attestation A) for calls that use a Plivo DID as caller ID. The DID used should be rented by the same Plivo account that originates the outbound calls. All other outbound calls, assuming they are signed at all, are signed Not Verified (attestation B or C).

We strongly encourage customers to use Plivo DIDs as caller ID to improve their STIR/SHAKEN verification levels.

How verification status maps to STIR attestations

For both outbound and inbound Voice API calls, Plivo will display the verification status of a call as a parameter called Stir Verification, which can have one of three values:

Verified means the call is from a Verified caller who has authorized access to the customer’s caller ID, and hence should be treated with confidence. Verified is equivalent to attestation level A.
Not Verified means that, for this call, either the caller is not Verified, or it’s uncertain whether they have access to the caller ID used, or both. Not Verified means the call received attestation level B or C.
Not Applicable means STIR/SHAKEN doesn’t apply to this call, as would be the case if a call is not addressed to a US number or if it’s a cloud call (WebRTC or SIP).

How to access verification status

Voice and Zentrunk customers have several ways to access STIR verification statuses.

Voice API

Plivo Voice customers can access verification values on the Voice > Calls page of the console as part of call logs, as part of CDR exports, and via Voice APIs in several ways:

Webhook Callbacks

We’ve added a new STIRVerification parameter as part of status update JSON code sent to these callback URLs:

answer_url
fallback_url
hangup_url

Parameter:

StirVerification

Possible values:

“Verified”
“not_verified”
"Not Applicable"

We’ve also added the parameter as part of call_status_callback_url for multiparty call events:

Parameter:

StirVerification

Event: Initialized

Possible values: “Not Applicable”

Event: Ringing, Answered, or Hangup

Possible values: Value of the Stir_Verification parameter of CallUUID

Voice API Call Object

You can also access STIR verification as part of the response of the Get CDR API call:

Parameter:

StirVerification

Possible values:

“Verified”

“not_verified”

“Not Applicable”

Zentrunk

Zentrunk customers will be able to see STIR verification values in the several ways:

Console

On the Zentrunk > Logs page as part of Call Detail Records (CDR).

Custom SIP header

As part of a new SIP header:

SIP header:

X-Plivo-Stir-Verification

Possible values:

“Verified”

“Not Verified”

“Not Applicable”

P-Asserted-ID Header

Zentrunk customers can also use the SIP verstat parameter as part of the P-Asserted-ID header:

P-Asserted-ID Header:

P-Asserted-Identity:

<sip:+13339990000;verstat=TN-Validation-Passed@67.xxx.x.xx:5060>

Possible values:

verstat=No-TN-Validation

verstat=TN-Validation-Passed

verstat=TN-Validation-Failed

Upcoming attestation refinements

Soon, Plivo will start taking into consideration more factors to determine the attestation level for outbound calls, including (but not limited to):

Results of Know Your Customer (KYC) validation, a feature coming to the Plivo console and API in the near future.
Customers’ own DIDs sourced from other providers and whitelisted with Plivo. We plan to enable whitelisting through the Plivo console and the API in the near future.
The confidence Plivo has in customer traffic patterns not constituting fraudulent and unsolicited robocall traffic.

Looking forward to less spoofing

We believe STIR/SHAKEN will have a big impact in preventing caller ID spoofing and containing unsolicited robocalls, and we’re excited to join the fight. Talk to a Plivo expert for help getting started.

May 29, 2021

5 mins

How to Make and Receive Phones Call Using Plivo’s Voice API and .NET

How to make and receive outgoing and incoming voice calls using .NET with the Plivo Voice API.

.NET SDK

Voice API

How To

Your company has settled on Plivo to handle its voice and messaging communications, and now it’s your job to start integrating Plivo into your company’s applications. Don’t worry — Plivo has an SDK to help you out. Let’s see how to make outbound calls and handle incoming calls through Plivo in a .NET Core application.

Install the Plivo SDK

We’ll presume you already have .NET Core and .NET CLI installed. Change to the directory into which you want to install the Plivo .NET Core SDK and run

$ dotnet new console
$ dotnet add package Plivo --version 5.3.0

Find your Auth ID and Auth Token

You have to have proper credentials before you can use the Plivo API. We provide an Auth ID and Auth Token in the Account section at the top of the overview page of the Plivo console.

Find Your Auth Credentials on Plivo Console

Choose a phone number

You need an voice-enabled Plivo phone number if you want to receive incoming calls. Check the Numbers screen of the Plivo console to see what numbers you have available. You can also rent numbers from this screen.

Use PHLO to set up an outbound call

Now you can turn to PHLO, Plivo’s visual workflow design studio, to set up the workflow for an outbound call. Click on the PHLO icon on the left-side navigation bar, then on Create New PHLO. In the window that pops up, click Build My Own.

Let’s start with a very simple workflow. From the list of components on the left side, drag and drop the Initiate Call component onto the canvas, then connect the Start node to the Initiate Call node using the API Request trigger state.

Now you can add configuration information for the call in the right pane. Valid phone numbers begin with a plus sign and a country code. Add a caller ID number in the From field and a destination number in the To field, then click Validate to save the configuration.

PHLO lets you use variables for From and To values, but we’re keeping it simple for this example.

Now drag the Play Audio component onto the canvas. Connect the Initiate Call node to Play Audio using the Answered trigger state. In the Configuration panel, enter the text you want to play for the call recipient, then click Validate.

That’s all we’re going to do for now — we told you it was simple. Give the PHLO a name by clicking on the pencil icon in the upper left, then click the Save button in the upper right.

Run the PHLO to make a call

Now you can trigger the PHLO and test it out. Copy the PHLO ID from the end of the URL of the workflow you just created. You’re also going to need your Auth ID and Auth Token. Open the file Program.cs in the CS project and paste this code into it:

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using System;
using Plivo;

namespace test_PHLO
{
    class Program
    {
        public static void Main(string[] args)
        {
            var phloClient = new PhloApi("<auth_id>", "<auth_token>"); 
            var phloID = "<phlo_id>"; 
            var phlo = phloClient.Phlo.Get(phloID);   
            Console.WriteLine(phlo.Run());
        }
    }
}

Substitute actual values for <auth_id>, <auth_token>, and <PHLO_ID>. Save the file and run it with the commandBoom — you’ve made an outbound call.

$ dotnet run

Set up inbound calls

Of course outbound calls are only half of the equation. Plivo supports inbound calls as well. To see how, let’s create another PHLO and again specify Build My Own. This time, drag the Play Audio component onto the canvas and connect the Start node to it using the Incoming Call trigger state. In the Configuration panel, enter some text to speak to the caller when the call is answered, then click Validate to save the configuration. Give this PHLO a name, then click Save.

Before you can receive a call using this PHLO, you have to assign it to a Plivo number. Go back to the Plivo console and click on Phone Numbers on the left nav bar. From the list of Your Numbers, click on the number you want to use. On the next screen, from the Application Type dropdown, choose PHLO. From the PHLO Name dropdown, choose the PHLO you just created. Then click Update Number at the bottom of the screen.

Guess what? You’re done! You don’t have to run a program for this PHLO to work. Just call the Plivo number you specified and you should hear the message you configured read by Plivo’s text-to-speech processor.

Conclusion

And that’s all there is to sending and receiving voice calls using Plivo’s .NET SDK. Don’t use .NET? Don’t worry — we have SDKs for Java, Python, PHP, Ruby, .NET Core, .NET Framework, and Go.

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

May 28, 2021

5 mins

How to Receive and Respond to Incoming SMS Messages in PHP with Laravel and Plivo

SMS API | Plivo | You can get started to Receive and Respond to Incoming SMS Messages in PHP with Laravel and Plivo.

PHP SDK

SMS API

How To

Sending an outbound message using the Plivo SMS platform is easy, but communication should be a two-way street. Customers should be able to text you, and you should acknowledge their messages and address their concerns. To do this, you can build a PHP Laravel application to receive and respond to incoming SMS messages on a Plivo phone number. In this post, we walk you through how to implement this.

Prerequisites

Before you get started, you’ll need:

A Plivo account — sign up for one for free if you don’t have one already.
An SMS-enabled Plivo phone number as you want to receive incoming SMS messages. To search for and buy an available 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.

Create a Laravel application to receive SMS messages

First, you need to install Laravel if you haven’t installed it already. We suggest using Composer to install it. Add a new Laravel project with boilerplate code with the command composer create-project laravel/laravel receive_sms --prefer-dist. This will create a receive_sms directory with the necessary folders and files for development. Then change to the newly created “receive_sms” project 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 SMSController to create a Laravel controller to handle incoming SMS messages on a Plivo number. Use this code:

<?php

namespace App\Http\Controllers;
require '../vendor/autoload.php';
use Illuminate\Http\Request;

class SMSController extends Controller
{
    public function receivesms()
    {
         $from_number = $_REQUEST["From"];
         $to_number = $_REQUEST["To"];
         $text = $_REQUEST["Text"];
         echo("Message received - From $from_number, To: $to_number, Text: $text");
    }
}

Now, you need to add a route for the “receivesms” function in the SMSController class. Open the routes/web.php file and add this line at the end of the file:

Route::match(['get', 'post'], '/receivesms', 'App\Http\Controllers\SMSController@receivesms');

Return a Message XML document to reply to incoming messages

To reply to an incoming SMS message, you need to return an XML document from the URL configured as the message_url in the application assigned to the Plivo number. The PHP SDK can manage the XML document generation, and you can use the Message XML element to reply to incoming SMS messages. Use this code:

<?php

namespace App\Http\Controllers;
require '../vendor/autoload.php';
use Plivo\RestClient;
use Plivo\XML\Response;
use Illuminate\Http\Request;

class SMSController extends Controller
{
    public function receivesms()
    {
         $from_number = $_REQUEST["From"];
         $to_number = $_REQUEST["To"];
         $text = $_REQUEST["Text"];
         echo("Message received - From $from_number, To: $to_number, Text: $text");
    }

    public function replysms()
    {
        $number = $_REQUEST["From"];
        $to = $_REQUEST["To"];
        $text = $_REQUEST["Text"];
        $response = new Response();
        $params = array(
            'src' => $to,
            'dst' => $number,
            'callbackUrl' => "https://www.foo.com/sms_status/",
            'callbackMethod' => "POST"
        );
        $message_body = "Thank you, we have received your request.";
        $response->addMessage($message_body, $params);

        Header('Content-type: text/xml');
        return $response->toXML();
    }
}

As we did earlier, we need to add a route for the “replysms” function in the SMSController class. Open the routes/web.php file and add this line at the end of the file:

Route::match(['get', 'post'], '/replysms', 'App\Http\Controllers\SMSController@replysms');

Note: We need to add the route of the app to the “except” array to disable CSRF verification - app/Http/Middleware/VerifyCsrfToken.php

<?php

namespace App\Http\Middleware;

use Illuminate\Foundation\Http\Middleware\VerifyCsrfToken as Middleware;

class VerifyCsrfToken extends Middleware
{
    /**
     * The URIs that should be excluded from CSRF verification.
     *
     * @var array
     */
    protected $except = [
        '/receivesms',
        '/replysms'
    ];
}

Test the code locally

Now the SMSController is ready to handle incoming SMS messages to your Plivo number using Laravel and 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/replysms.

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 receive and reply to messages. 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 receive messages (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://b82335d346bb.ngrok.io/replysms) in a browser. We used 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 app as a Plivo messaging application and assign it to a Plivo number on which you want to receive SMS messages.

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

Provide a friendly name for the app — we used “App-Incoming-SMS” — and configure the ngrok URL https://b82335d346bb.ngrok.io/replysms as the Message URL. Select the HTTP verb as POST, then click Create Application.

Create Plivo App to handle incoming SMS messages

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 message application you just created. Finally, click Update Number.

Test the application

Send an SMS to the Plivo number you selected. You should see that the Laravel application automatically sends a reply back to your mobile number.

And that’s how simple it is to receive and respond to incoming SMS messages using Plivo’s PHP SDK and a Laravel application.

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

May 25, 2021

5 mins

How to Receive a Phone Call in Ruby with Rails and Plivo

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

Ruby 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 Ruby on Rails 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.
Rails and Plivo Ruby packages.
ngrok — a utility that exposes your local development server to the internet over secure tunnels.

Create a Rails application to receive incoming calls and play a TTS message

First, you need to install Rails if you haven’t installed it already. Use the command gem install rails, or use bundler or RVM to install it. Add a new Rails project with boilerplate code with the command rails new myrailsapp. This will create a myrailsapp directory with the necessary folders and files for development. Then add the Plivo Ruby gem (gem ‘plivo’, ‘~> 4.16.0’) as a dependency in the gemfile and use the command bundle install to install it.

Once you’ve installed Rails and the Plivo Ruby SDK, change to the newly created myrailsapp project directory and run rails generate controller Plivo receive_call to create a Rails 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 Ruby 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:

class PlivoController < ApplicationController
 def receive_call
   response = Plivo::XML::Response.new
   speak_body = 'Hello, you just received your first call'
   response.addSpeak(speak_body)

   xml = Plivo::XML::PlivoXML.new(response)
   render xml: xml.to_xml
 end
end

Test the code locally

To run the code on the rails server, use the command $ rails server. You should see your basic server application in action on http://127.0.0.1:3000/plivo/receive_call/.

Expose the local server to the internet using ngrok

Install ngrok, but before you start the ngrok service, whitelist ngrok by adding it to the config.hosts list in the config/environments/development.rb file with this command. You’ll face a Blocked host error if you fail to add it.

# whitelist ngrok domain
config.hosts << /[a-z0-9]+\.ngrok\.io/

Now run ngrok on the command line, specifying the port that hosts the application on which you want to receive messages (3000 in this case, as our local Rails application runs there):

$ ./ngrok http 3000

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://d3498206694e.ngrok.io/plivo/receive_call/) in a browser. We used HTTPie to check the XML response from the ngrok URL.

Connect the Rails 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://d3498206694e.ngrok.io/plivo/receive_call/ 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 Rails 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 Ruby SDK and a Rails 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.

May 25, 2021

5 mins

How IVR Systems Can Enhance Your Contact Center Customer Service

IVR systems helps contact centers by providing increased operational efficiency, stronger brand image, and better customer insights.

IVR

Automation helps businesses deliver richer customer experiences, and one of the best ways to achieve automation in a contact center is to deploy an interactive voice response (IVR) system.

We’re all familiar with that voice telling us to “press 0 for representative” — a voice menu system that uses speech recognition or Touch-Tone input to route callers to an appropriate agent. The concept is simple, but your company’s IVR system can be as sophisticated as you’d like, with customized greetings, messages, and prompts, so that when customers call you, they get a very personalized experience.

By leveraging IVR, your business can route callers to the most appropriate department or the agent most qualified to meet their needs, reducing costs and improving productivity. Among its many advantages, IVR can provide increased operational efficiency, stronger brand image, and better customer insights.

Benefits of IVR Systems in Contact Centers

IVR can automate simple tasks like account balance inquiries or bill payments, taking the burden of these administrative tasks off the plates of call center agents. This not only reduces wait times for complex problems but also allows agents to dedicate more time to resolving more complex issues, improving the overall quality of service.

For contact centers, IVRs increase efficiency and lower operational costs, as fewer live agents are required to handle basic inquiries. Additionally, IVR systems can be designed to gather valuable customer data during interactions, which can be used for better routing, improved self-service options, and overall enhanced customer experiences.

1. Increased operational efficiency

Maximizing efficiency is essential in today’s competitive business environment. It’s not cost-effective to have agents handle every customer phone call. You shouldn’t need to pay employees to answer simple questions like “How late are you open?” or “What’s my account balance?” IVR provides an automated say to handle these simple questions, and lets you send callers to agents for more complicated interactions.

IVR also increases first contact resolution rates, because a good IVR system can direct callers to the department or even the specific agent who’s most capable of meeting their needs. It can lower the likelihood of having to transfer callers between agents, increasing customer service efficiency.

2. Stronger brand image

Like your logo or website design, the voice, music, scripts, and tone you choose for your IVR system convey your brand and business personality. Aligning your IVR menus to be consistent with your other brand elements builds a more powerful image for your customers. And well-configured call flows are a strong indication of your commitment to the best customer experience.

Speaking of brand image, you can add marketing messages to your IVR system for customers to listen to. Customers on hold are in a perfect position to absorb your marketing messages.

3. Better customer insights

You can deliver the best customer experience only if you understand how your customers interact with you. Marketers can leverage IVR systems to learn more about their customers through polls and surveys. IVR systems let marketers gather customer likes, interests, and demographics. With such rich customer data, businesses can conduct post-campaign analysis to determine which demographics responded most favorably, and adjust future messaging accordingly.

Tips for better IVR menus

Want to improve the effectiveness of your IVR systems? Follow these best practices:

Keep your script short and sweet. Keep menu options minimal and make it easy for callers to resolve issues themselves, or speak to an agent who can.
Offer a direct route to a supervisor where needed.
Integrate the IVR system with your CRM system — this lets you personalize the interaction and prioritize high-value callers.
Offer the option of a call-back when the call queue is long.
Offer both speech recognition and Touch-Tone as options for callers.

‍

Build an IVR system with Plivo

Plivo’s Voice API puts you in control of your IVR system so you can create exceptional customer experiences while reducing operational costs. We provide your developers with the ability to easily integrate automatic speech recognition (ASR), so you can respond to customers however and whenever they want to connect with you.

Setting up an IVR phone tree with Plivo is simple. Configure one of your Plivo numbers to send a request to your web application when you receive a call. Your application should respond to the request with a top-level menu. Plivo plays the menu options and gathers input from the caller. When the caller makes a selection, Plivo uses the logic you’ve defined to route the call to the appropriate agent or the front desk. Phone numbers can be hard coded or read from a database, and endpoints can be hard or soft phones. To get a full breakdown of how it works, check out our product documentation.

IVR systems can not only enhance customer experience, but also improve agent success while reducing operational costs. To maximize the benefits of interactive voice response, choose a solution like Plivo to help you capture and leverage customer information to deliver a seamless, personalized experience.

Haven’t tried Plivo yet? Getting started is easy! Sign up today.

May 24, 2021

5 mins

4 Ways Retailers Can Leverage MMS for a Better Customer Experience

Four ways retailers can leverage MMS for a better customer experience: coupons and promotions, personal shopping, product registration, branded messaging

MMS API

SMS Marketing

Retail

Businesses do more than just supply products or services. During the pandemic we saw that they also supply connections. To strengthen those connections, businesses are starting to open new channels of communication.

Retailers and ecommerce brands especially have begun finding creative ways of using mobile communication throughout the customer journey, so that their consumers’ interactions with their brand are more meaningful. They’re working on delivering personalized offers through mobile channels, providing timely communications during purchases, and measuring user satisfaction after customers begin using the product.

If MMS marketing wasn’t already top of mind for retailers before the pandemic cut into in-person shopping, it certainly is now. Retailers’ ability to leverage MMS to send personalized, targeted communication and provide rich mobile experiences results in higher response rates than phone calls or email.

Every brand today, no matter what space it’s in, should take advantage of consumers’ mobile capabilities. MMS can reach mobile customers and generate a high level of engagement.

Here are four ways retailers can leverage MMS for a better customer experience.

Coupons and promotions

Consumers redeem SMS-delivered coupons about 10 times more than other coupon types, and 50% of US consumers make a purchase after receiving an advertising text, a discount coupon, or a QR code.

Messaging with pictures and video puts a new spin on a format that already works. Retailers can use MMS to share scannable QR codes and coupon picture messages that customers can redeem in stores, and rich messaging features like GIFs, videos, and sound clips add to the experience. When you package pictures with your promotion you have a recipe for huge engagement, and you raise the potential that the promotion itself is shared.

Today’s consumers have an expectation of getting what they want when they want it, and time is of the essence. Sharing timely, targeted offers via MMS is the optimal way to meet that expectation and drive higher levels of purchases.

Personal shopping

Personal shopping is all about smoothing away shopping hassles by understanding customers’ personal styles and recognizing items they’ll like. People already use their smartphones for shopping; delivering assistance via MMS is a natural enhancement.

You can kick-start an interaction with automated SMS messaging, and if a customer wants to see what an item looks like, you can bring in MMS for the assist. Imagine how much easier a digital personal shopping experience is when consumers can quickly exchange product pictures with retail salespeople. Instead of describing a style verbally, sales staff can send a photo. The two-way, conversational nature of texting, paired with the visual benefits of MMS, allows retailers to go back and forth with customers easily, ask clarifying questions, and add a personal touch to ultimately make a sale. Think of it as a premium service for loyal customers when they need help putting together an outfit remotely.

Product registration

Product registration reminders are a powerful but often overlooked messaging interaction opportunity. If you sell a product with a warranty or offer post-purchase offers and support, you’ll want to get customers engaged straightaway. The trouble is, product registration can be a boring, manual process, and sometimes requires a phone call.

Instead, invite buyers to register their products the easy way: by sending you a photo of a bar code associated with the product. No hassle, no typos, just a convenient way to show interest in some after-sale engagement.

Branded messaging

SMS used to be a text-only experience. Now, when you use MMS, you can send a message that arrives complete with your brand logo. Images help you get noticed, and MMS gives your users a safe, verified messaging experience, without any kind of technical intervention needed on either side.

By messaging customers through their mobile devices, retailers can deliver highly targeted marketing communications to shoppers and open the door to new revenue opportunities and long-term engagement.

Picking an MMS provider

Since MMS is such a personal form of communication, we advise businesses to be thoughtful about when and how they use it. A messaging strategy loses its power if a business inundates consumers with irrelevant messages or sends messages too often or at inconvenient times, such as when they’re settling into bed for the night. You want an API solution that makes it easy for developers to programmatically send and receive messages, that also leverages the cloud for scalability, and that runs on a global carrier network to intelligently and cost-effectively route messages.

Plivo’s MMS API platform makes it easy to send and receive pictures on all US and Canadian phone number, with no wait times or upfront costs. Features include:

Multiple sender types: You can use long code and toll-free numbers to send and receive MMS messages across the US and Canada.

Multimedia formats: Plivo supports sending and receiving image (JPEG, GIF), audio (MP3 and WAV), and video (MP4) files of many types for a rich multimedia experience.

Multimedia storage: Plivo provides multimedia storage for both inbound and outbound MMS messages to enable easy access and reuse.

Message queuing: Plivo’s MMS API queues and retries your concurrent messaging requests to comply with carrier regulations and offer increased deliverability.

Plivo enables businesses of all types and sizes to create a unique, personalized experience for their customers by making use of MMS and its versatility and support for a wide range of media formats. Adding audio and visual components can enhance simple text, leading to higher engagement and increased responsiveness from your customers.

Learn all about sending and receiving MMS from our product documentation. Haven’t tried Plivo yet? Getting started is easy. Sign up today!

May 20, 2021

5 mins

How to Receive and Respond to Incoming SMS Messages in Ruby with Rails and Plivo

SMS API | Plivo | You can get started to Receive and Respond to Incoming SMS Messages in Ruby with Rails and Plivo.

Ruby SDK

SMS API

How To

Sending an outbound message using the Plivo SMS platform is easy, but communication should be a two-way street. Customers should be able to text you, and you should acknowledge their messages and address their concerns. To do this, you can build a Ruby on Rails application to receive and respond to incoming SMS messages on a Plivo phone number. In this post, we walk you through how to implement this.

Prerequisites

Before you get started, you’ll need:

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

Create a Rails application to receive SMS messages

Once you’ve installed Rails and the Plivo Ruby SDK, change to the newly created myrailsapp project directory and run rails generate controller Plivo sms to create a Rails controller to handle incoming SMS messages on a Plivo number. Use this code:

class PlivoController < ApplicationController
 def sms
   from_number = params[:From]
   to_number = params[:To]
   text = params[:Text]
   puts "Message received - From: #{from_number}, To: #{to_number}, Text: #{text}"
 end
end

Return a Message XML document to reply to incoming messages

To reply to an incoming SMS message, you need to return an XML document from the URL configured as the Message URL in the application assigned to the Plivo number. The Ruby SDK can manage the XML document generation, and you can use the Message XML element to reply to incoming SMS messages. Use this code:

class PlivoController < ApplicationController
 def sms
   from_number = params[:From]
   to_number = params[:To]
   text = params[:Text]
   puts "Message received - From: #{from_number}, To: #{to_number}, Text: #{text}"
 end
 def reply
   from_number = params[:From]
   to_number = params[:To]
   text = params[:Text]
   response = Plivo::XML::Response.new
   params = {
     src: to_number,
     dst: from_number,
   }
   message_body = "Thank you, we have received your request"
   response.addMessage(message_body, params)
   xml = Plivo::XML::PlivoXML.new(response)
   puts xml.to_xml
   render xml: xml.to_xml
 end
end

Now open the config/routes.rb file and add the route for this reply function. The routes would become:

Rails.application.routes.draw do
 get 'plivo/sms'
 get 'plivo/reply'
end

Test the code locally

To run the code on the rails server, use the command

$ rails server

You should see your basic server application in action on http://127.0.0.1:3000/plivo/reply/.

Expose the local server to the internet using ngrok

Install ngrok, but before you start the ngrok service, whitelist ngrok by adding it to the config.hosts list in the config/environments/development.rb file with this command. You’ll face a Blocked host error if you fail to add it.

Now run ngrok on the command line, specifying the port that hosts the application on which you want to receive messages (3000 in this case, as our local Rails application runs 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://dd10ca394535.ngrok.io/plivo/reply/) in a browser. We used HTTPie to check the XML response from the ngrok URL.

Connect the Rails application to a Plivo number

The final step is to configure the application as a Plivo messaging application and assign it to a Plivo number on which you want to receive SMS messages.

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

Provide a friendly name for the app — we used “App-Incoming-SMS” — and configure the ngrok URL https://dd10ca394535.ngrok.io/plivo/reply/ as the Message URL. Select the HTTP verb as POST, then click Create Application.

Test the application

Test the application by sending an SMS message to the Plivo number you selected. You should see that the Rails application automatically sends a reply back to your mobile number.

And that’s how simple it is to receive and respond to incoming SMS messages using Plivo’s Ruby SDK and a Rails application.

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

May 17, 2021

5 mins

How to Send MMS in Node.js using Plivo's Messaging API

SMS API | Plivo | You can get started to send MMS, receive MMS, forward MMS, etc. using Node.js programming language.

Node.Js SDK

SMS API

MMS API

How To

Your company has settled on Plivo to handle its voice and messaging communications, and now it’s your job to start integrating Plivo into your company’s applications. Don’t worry — Plivo has an SDK to help you out. Let’s see how to send and receive MMS through Plivo in a Node.js application.

Install the Plivo SDK and Express.js Framework

We’ll presume you already have your Node.js environment set up. Change to the directory into which you want to install the Plivo Node.js SDK and run

$ npm i -S plivo express body-parser

Find your Auth ID and Auth Token

You have to have proper credentials before you can use the Plivo API. We provide an Auth ID and Auth Token in the Account section at the top of the overview page of the Plivo console.

Choose a phone number

You need an MMS-enabled Plivo phone number to send MMS to the US and Canada, the two countries where Plivo supports sending MMS. Check the Phone Numbers screen of your Plivo console to see what numbers you have available and which of them support MMS capabilities. You can also buy numbers from this screen.

Send an MMS message

Now you’re ready to start. Create a file called SendMMS.js and paste in this code:

let plivo = require('plivo');
let client = new plivo.Client('<auth_id>', '<auth_token>');
client.messages.create({
    src: "+14151234567", //from
    dst: "+14157654321", // to
    text: "Hello, from Nodejs", // text
    type: "mms",
    media_urls: ["https://media.giphy.com/media/26gscSULUcfKU7dHq/source.gif"],
    media_ids: ["801c2056-33ab-499c-80ef-58b574a462a2"]
}).then(function(message_created) {
    console.log(message_created)
}).catch(function(error) {
    console.log(error);
});

Replace the placeholders auth_id and auth_token with actual values from the Plivo console. Save the file and run it with the command

$ node SendMMS.js

Note: If you’re using a Plivo trial account, you can send messages only to phone numbers that have been verified with Plivo. You can verify a phone number using the Sandbox Numbers page of the console. Also, if you want to upload your media files to Plivo and use them, you can upload the file on the Messaging > MMS Media Upload page of the console.

Receive an MMS message

Of course, sending messages is only half of the equation. When someone sends an MMS message to your US or Canada Plivo phone number, you can receive it on your server by setting a Message URL in your Plivo application. Plivo will send the message along with other parameters, including the Media_URL(s), to your Message URL.

Use this code to start a local server:

Save this code in any file — we’ll call ours receive_mms.js. To run this file on the server, go to the folder where this file resides and issue the command

You should see your basic server app in action on http://localhost:3000/receive_mms/.

That’s fine for testing, but it’s not much good if you can’t connect to the internet to receive incoming messages and handle callbacks. 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 receive messages:

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

Now you can create an application to receive MMS messages (follow our Quickstart guide for details).

Conclusion

And that’s all there is to sending and receiving MMS messages using Plivo’s Node.js SDK. Don’t use Node.js? Don’t worry — we have SDKs for Java, Python, PHP, Ruby, .NET Core, .NET Framework, and Go.

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

What is an AI voice agent?

Types of AI voice agents

Rule-based AI voice agent

AI-assisted voice agent

Conversational AI voice agent

Voice-activated voice agent

How does an AI voice agent improve customer engagement?

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

Benefits:

Use case: Improve language learning for students

Benefits:

Use case: Improve patient outcomes in healthcare

Benefits:

Use case: Streamline routine financial services

Benefits:

Use case: Get personal shopping assistance

Benefits:

Features of an AI voice agent

Natural language understanding (NLU)

Personalization capabilities

Multi-language support

Integration with other platforms and services

Benefits of voice agents

Enhanced user experience

Better cost efficiency

Accessibility for users with disabilities

Data collection and analysis for improved services

24/7 availability

Future of AI voice technology

Key upcoming trends:

Launch an AI voice agent with Plivo

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

Top 10 AI Voice Agents for Real Estate (2026)

1. Plivo

2. Luron AI

3. Callers AI

4. SquadStack AI

5. Telgent

6. AIOnCalls

7. Brilo AI

8. VocalDesk

9. Calldock

10. Ylopo

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

1. Telephony Ownership vs. Vendor Stitching

2. Real-Time Performance (Latency & Uptime)

3. Multi-Channel Context, Not Disconnected Bots

4. Integration Depth (CRM, Calendars, Workflows)

5. Built for Scale, Not Just Launch

FAQs

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

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

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

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

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

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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