Voice Channel Functions

This directory contains Twilio Functions that handle voice calls and conference management for an automated customer service system with AI assistant and human escalation capabilities.

Functions Overview

Voice Channel Functions

1. assistant-call-conference.js

Handles the AI assistant's participation in conference calls:

• Manages the AI assistant's connection to conferences
• Configures voice settings and behavior
• Handles assistant-specific conference parameters

2. customer-dial-conference.js

Manages conference call setup when a customer dials in:

• Creates a new conference using the CallSid as identifier
• Sets appropriate time limits
• Configures conference parameters:
  • Records from start
  • Ends when initiator leaves
  • Labels participant as 'customer'
  • Monitors conference events through status callbacks

3. conference-status-callback.js

Handles conference status events and participant management:

• Processes conference event callbacks (start, join, leave)
• Manages participant labels ('customer', 'agent')
• Handles dynamic addition of AI assistant
• Tracks call details and participant information
• Manages conference state and routing

Tools

escalate-to-human-conference.js

Manages the escalation process from AI to human agent:

• Extracts session information from call headers
• Identifies active customer conferences
• Manages the transition from AI to human agent
• Handles conference participant updates
• Ensures smooth handover process

System Flow

1. Customer initiates call
2. Call is placed into conference via customer-dial-conference.js
3. AI assistant joins via assistant-call-conference.js
4. Conference events managed by conference-status-callback.js
5. Optional escalation to human agent via escalate-to-human-conference.js

Configuration Requirements

Required environment variables:

• TWILIO_ACCOUNT_SID: Your Twilio Account SID
• TWILIO_AUTH_TOKEN: Your Twilio Auth Token
• ASSISTANT_ID: Your AI Assistant ID
• FUNCTIONS_DOMAIN: Your Twilio Functions domain
• AI_ASSISTANT_PHONE_NUMBER: Phone number for AI assistant

Deployment Instructions

Prerequisites

1. Node.js >= 14.0.0
2. A Twilio account with access to Functions
3. Environment variables configured (see below)

Environment Setup

1. Copy the .env.example file to create a new .env file:

   cp .env.example .env

2. Fill in your environment variables in the .env file with the required values listed above

Installing Dependencies

Install the required dependencies by running:

npm install

Deployment

There are two ways to deploy the functions:

1. Initial deployment:

   npm run deploy

   This will create a new service and deploy all functions.

2. Redeploy existing service:

   npm run redeploy

   Use this for subsequent deployments to update existing functions.

After successful deployment, the Functions domain URL will be displayed in the console. Use this URL to configure your Twilio phone numbers or other services that need to interact with these functions.