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Overview

SentiVue Talk’s telephony integration system provides a unified interface for connecting with various telephony providers. The same configuration powers both outbound calls (initiated from SentiVue Talk) and inbound calls (received on a phone number you own).

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Supported Providers

Twilio

Industry-leading cloud communications platform with global reach

Vonage

High-quality voice with 16kHz audio and excellent international coverage

Plivo

Cloud communications platform with programmable voice and global PSTN reach

Cloudonix

SIP-based telephony with flexible trunk configuration

Vobiz

Cloud-based telephony with global reach and competitive pricing

Asterisk ARI

Connect to your own Asterisk PBX via the Asterisk REST Interface

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Configuration

All telephony providers are configured from a single page in SentiVue Talk:
  1. Navigate to /telephony-configurations and click Add configuration
  2. Select your provider
  3. Enter your credentials and save
  4. Open the new configuration and add at least one phone number
  5. (Optional) Assign an Inbound workflow to a phone number to enable inbound calling
A single org can hold multiple configurations (for example, separate Twilio sub-accounts) and multiple phone numbers per configuration. Mark one configuration as the default outbound to use it for test calls and campaigns by default.

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Common Features

The telephony integration in SentiVue Talk supports:
  • Outbound Calls: Initiate calls to any phone number from a workflow or campaign
  • Inbound Calls: Route incoming calls to the right workflow — see the Inbound Calling guide
  • Call Transfer: Transfer an in-progress call to a human or another number (provider-dependent)
  • Call Status Tracking: Monitor call lifecycle events (initiated, ringing, answered, completed, failed)
  • WebSocket Audio Streaming: Real-time, bidirectional audio between caller and agent
  • Webhook Signature Verification: Inbound webhooks are verified against the matched configuration’s credentials

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Inbound Calling

Inbound calls use a single org-wide webhook URL:
SentiVue Talk resolves the org from the webhook’s account credentials and the agent from the called number’s Inbound workflow assignment. See Inbound Calling for the full setup. Twilio numbers using the Advanced setup receive calls over a SIP trunk rather than this webhook. They still route by their Inbound workflow assignment in exactly the same way.

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Troubleshooting

  • Verify credentials are correctly configured
  • Check phone number format (E.164 with country code, e.g. +1234567890)
  • Confirm the number is added to your telephony configuration and, for inbound, has an Inbound workflow assigned
  • Review provider-specific error logs
  • Check network bandwidth and latency
  • Verify audio codec compatibility
  • Review WebSocket connection stability
  • Confirm auth tokens / API secrets match between provider and SentiVue Talk configuration
  • Verify webhook URL matches exactly (including the /inbound/run path)
  • If you rotated credentials at your provider, re-enter them in your telephony configuration

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Next Steps