Plivo

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Overview

Plivo is a cloud communications platform that provides global voice and messaging APIs. SentiVue Talk’s Plivo integration uses Plivo’s XML and WebSocket streaming to power your workflows.

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Prerequisites

Before setting up Plivo integration, you’ll need:

• A Plivo account
• Auth ID and Auth Token from your Plivo Console
• A Plivo Application with Voice capability (optional — leave the field blank in SentiVue Talk and we’ll auto-create one for you on save, with the answer_url pre-set)
• At least one Plivo phone number
• A SentiVue Talk account

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Configuration

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Step 1: Get Plivo Credentials

1. Log in to your Plivo Console
2. Find your Auth ID and Auth Token on the dashboard
3. (Optional) Navigate to Voice → Applications and create (or open) the application you’ll use with SentiVue Talk, then copy its Application ID (a UUID). Skip this if you want SentiVue Talk to auto-create the application for you on save.
4. Navigate to Phone Numbers → Your Numbers and copy the numbers you plan to use

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Step 2: Configure in SentiVue Talk

1. Navigate to /telephony-configurations and click Add configuration
2. Select Plivo as your provider
3. Enter your credentials:
   • Auth ID
   • Auth Token
   • Application ID — optional. Leave blank and SentiVue Talk will auto-create a Plivo Application on save (with the answer_url already configured) and store its Application ID on this configuration.
4. Click Save Configuration
5. Open the configuration you just created and add at least one phone number (with country code in E.164 format, e.g. +1234567890). The default caller ID is used for outbound calls.
   If SentiVue Talk auto-created the Plivo Application for you, you still need to link your Plivo numbers to that application in the Plivo Console under Phone Numbers → Your Numbers. The auto-created application is named sentivue-<random> — its Application ID is shown on the saved configuration.

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Step 3: Test Your Configuration

1. Create a test workflow
2. Click “Call” to verify connection
3. Check call logs for successful connection

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Inbound Calling Setup

Plivo numbers don’t carry an answer_url directly — the URL lives on a Plivo Application, and each number is linked to one application. When you save an inbound workflow on a phone number, SentiVue Talk automatically pushes the webhook URL to your Plivo Application’s answer_url (provided the credentials are correct). You don’t need to set the webhook by hand. If SentiVue Talk auto-created the application during configuration save, the answer_url is already set and this push is a no-op.

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Step 1: Link the Phone Number to Your Plivo Application

1. Go to Phone Numbers → Your Numbers in the Plivo Console
2. Open the number you want to use for inbound calls
3. Set its Application to the same application whose ID you configured in SentiVue Talk
4. Save

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Step 2: Assign an Inbound Workflow to the Phone Number in SentiVue Talk

1. Go to /telephony-configurations and open your Plivo configuration
2. In the Phone numbers section, edit the number that should receive inbound calls
3. Set its Inbound workflow to the agent that should answer
4. Save

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Step 3: Verify the Answer URL on the Plivo Application

1. Open your Plivo Application in the Plivo Console under Voice → Applications
2. Confirm:
   • Answer URL is set to: https://app.sentivue.com/talk/api/v1/telephony/inbound/run
   • Answer Method is POST
   SentiVue Talk sets this automatically when you save the inbound workflow. Every number linked to the application shares this one URL. Calls still reach the right agent, matched on the number they came in on. If the field is empty or shows something else, the auto-push failed — usually a wrong Auth ID/Token or Application ID. Paste the URL in yourself, set the method to POST, and save the application.

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Step 4: Verify Setup

• Confirm the number appears in your Plivo configuration under /telephony-configurations, in E.164 format, and matches the number in Plivo Console exactly
• Confirm the number has an Inbound workflow assigned

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Test Inbound Calling

1. Call your configured Plivo phone number from another phone
2. Verify your SentiVue Talk workflow answers and responds
3. Check call logs in both SentiVue Talk dashboard and Plivo Console

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Call handling setup

Plivo numbers use the Standard setup: calls reach your agent through Plivo’s answer webhook. This supports inbound calls, outbound calls, and cold transfer. Warm transfer and live translation need the Advanced setup, which is currently available on Twilio only. Support for Plivo is in progress.

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Troubleshooting

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Best Practices

• Test your configuration with a single call before running campaigns
• Monitor Plivo Console for usage and billing
• Use a dedicated Plivo Application for SentiVue Talk so the shared answer_url doesn’t conflict with other systems