Twilio Voice Calls and Call Forwarding

The ChatBotKit Twilio integration now supports inbound and outbound voice calls as well as call forwarding. Your agents can answer incoming phone calls, place outgoing calls to your users, and hand a call off to a human or another number when needed - all through a phone number you already own.

This goes well beyond reading a script. During a call, the agent has full access to everything it uses elsewhere on the platform: it can call tools, search your datasets, reach into connected integrations, and complete real workflows while the person is on the line. A caller can ask a question, and the agent can look up the answer, take an action, and confirm it - in the same conversation.

Calls are also context-aware. With memory, an agent that calls a user back preserves what happened previously, so the conversation picks up where it left off instead of starting cold. Outbound calls become genuine follow-ups rather than disconnected, one-off interactions.

When a call needs a person, the agent can forward it - transferring the caller to a human or another line - so voice agents fit naturally alongside your existing phone workflows rather than replacing them.

Voice calling is available today through the Twilio integration. Connect your Twilio account and phone number in the ChatBotKit portal, select the bot you want on the line, and your agent is ready to take and make calls with the full power of the ChatBotKit agent stack behind it.