Most customer conversations don’t happen over phone networks anymore.
Across Latin America, India, and much of Europe, people call businesses on WhatsApp. Other teams have years of call flows already built on Twilio. Both kept asking us the same thing. Can our voice agent answer there, without rebuilding our telephony around a SIP trunk?
Now it can. We’re launching LiveKit Connectors for Twilio Programmable Voice and WhatsApp Business Calling.
A connector brings the call into a LiveKit room as a regular participant. Your agent sees it the same way it sees a browser user, so everything you’ve already built keeps working. There’s no trunk to provision, no gateway to run, and nothing new to host.
If your agents had to start answering on one more platform tomorrow, which would it be?
One question: a user on an active WhatsApp call, can send a text reply whilst in the call. Say, the agent asks for an order number and the user says “let me put it in the chat” and texts “PO12345”. Will that text “turn” (PO12345) be delivered to the agent? saved in the call transcript in observability?
You will have to do that backend work separately. Meta sends webhooks to your server whenever a user messages or calls your phone number. Livekit connector handles calls to your phone number.
So for messages, you will have to process the messages webhook from Meta, process it and then send it to your livekit agent. Then the agent will use that message to take an action.
I’m currently working on a similar use case that involves on passing Whatsapp messages to the livekit agent for the agent to use it like track an order.
