Virtual Agent
Use Virtual Agent to connect Twilio Programmable Voice calls to a Google Dialogflow CX agent and build an AI voice agent or a conversational Interactive Voice Response (IVR). Twilio handles the phone call, and Dialogflow CX handles the conversational logic, intents, and agent responses. Your virtual agent can also route callers to the appropriate department based on intent. This page is for developers and administrators who use Dialogflow CX and want to connect it to phone calls.
Virtual Agent supports Dialogflow CX and is available only in the default US1 region. It isn't available in the Ireland (IE1) or Australia (AU1) Twilio Regions. To see other Twilio options for building AI agents, such as Conversation Relay and Media Streams, see AI agents guides.
See Related reference documentation to learn more about the TwiML nouns used in this guide.
View and configure your Dialogflow connectors in Voice > Virtual agents in Twilio Console, or in Voice > Manage > Dialogflow Connectors in the legacy Console.
Use Virtual Agent to create AI voice agents with your Google Dialogflow CX agent that resolve callers' issues or route callers to the appropriate department based on intent.
You can use the feature in this guide to deploy sophisticated AI agents that interact with users in real-time. This allows for more fluid, human-like conversations that can resolve complex issues or route callers to the appropriate department based on intent. To learn more advanced features that you can use with AI agents, see AI agents.
Explore the following guides to build on what you've learned in this guide:
- Dialogflow CX onboarding guide: Follow this step-by-step guide to set up your first Dialogflow CX agent with Twilio.
- Connect Twilio with your Dialogflow agent: Learn how to establish a connection between Twilio and your Dialogflow instance.