Twilio

Twilio Interactions API

Manage customer interactions

Documentation GitHub OpenAPI

Business capability

Contact Centre Operations Management BC-430.30

Operations 5

Each operation below carries the questions people ask an LLM about it and the instructions they give an agent to run it. Generated by API Evangelist overlay

POST /Interactions Start a customer interaction in Flex · Twilio Create an Interaction #

Ask an LLM

“How do I open a new customer interaction and route it to an agent?”

“Can one interaction follow a customer across several channels?”

Tell an agent

Create an interaction on channel {channel} routed with {routing}.

Start a new customer engagement over {channel} and send it to the queue in {routing}.

GET /Interactions/{InteractionSid} Get one customer interaction · Twilio Fetch an Interaction #

Ask an LLM

“What is the current state of a particular customer interaction?”

“Can I look up an interaction record by its SID?”

Tell an agent

Get interaction {interaction_sid}.

Show the details of customer interaction {interaction_sid}.

GET /Interactions/{InteractionSid}/Channels List channels in an interaction · Twilio List Interaction Channels #

Ask an LLM

“Which channels has a customer used within one interaction?”

“Did this customer interaction span both voice and chat?”

Tell an agent

List the channels of interaction {interaction_sid}.

Show every channel attached to customer interaction {interaction_sid}.

GET /Interactions/{InteractionSid}/Channels/{ChannelSid} Get one channel of an interaction · Twilio Fetch an Interaction Channel #

Ask an LLM

“What status is a single channel within an interaction in?”

“Can I inspect one interaction channel on its own?”

Tell an agent

Get channel {channel_sid} of interaction {interaction_sid}.

Show the status of interaction channel {channel_sid} in {interaction_sid}.

POST /Interactions/{InteractionSid}/Channels/{ChannelSid} Change an interaction channel's status or routing · Twilio Update an Interaction Channel #

Ask an LLM

“How do I close out one channel of a customer interaction?”

“Can I re-route an interaction channel to a different queue or agent?”

Tell an agent

Set channel {channel_sid} of interaction {interaction_sid} to status {status}.

Re-route interaction channel {channel_sid} in {interaction_sid} using {routing}.

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OpenAPI Specification

openapi: 3.2.0
info:
  title: Twilio Flex Interactions API
  description: Programmable digital engagement center API for building customized omnichannel contact center solutions. Manage Flex configuration, channels, flows, interactions, plugins, and worker insights for customer communication across voice, SMS, chat, WhatsApp, and more.
  version: '2.0'
  contact:
    name: Twilio Support
    url: https://support.twilio.com
    email: support@twilio.com
  license:
    name: Apache 2.0
    url: https://www.apache.org/licenses/LICENSE-2.0.html
  termsOfService: https://www.twilio.com/legal/tos
servers:
- url: https://flex-api.twilio.com/v1
  description: Twilio Flex API v1
- url: https://flex-api.twilio.com/v2
  description: Twilio Flex API v2
security:
- accountSid_authToken: []
tags:
- name: Interactions
  description: Manage customer interactions
paths:
  /Interactions:
    post:
      operationId: createInteraction
      summary: Twilio Create an Interaction
      description: Create a new customer interaction. An interaction represents a complete customer engagement that may span multiple channels.
      tags:
      - Interactions
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CreateInteractionRequest'
      responses:
        '201':
          description: Interaction created
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Interaction'
  /Interactions/{InteractionSid}:
    get:
      operationId: fetchInteraction
      summary: Twilio Fetch an Interaction
      tags:
      - Interactions
      parameters:
      - name: InteractionSid
        in: path
        required: true
        schema:
          type: string
      responses:
        '200':
          description: Interaction details
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Interaction'
  /Interactions/{InteractionSid}/Channels:
    get:
      operationId: listInteractionChannels
      summary: Twilio List Interaction Channels
      tags:
      - Interactions
      parameters:
      - name: InteractionSid
        in: path
        required: true
        schema:
          type: string
      responses:
        '200':
          description: List of interaction channels
  /Interactions/{InteractionSid}/Channels/{ChannelSid}:
    get:
      operationId: fetchInteractionChannel
      summary: Twilio Fetch an Interaction Channel
      tags:
      - Interactions
      parameters:
      - name: InteractionSid
        in: path
        required: true
        schema:
          type: string
      - name: ChannelSid
        in: path
        required: true
        schema:
          type: string
      responses:
        '200':
          description: Interaction channel details
    post:
      operationId: updateInteractionChannel
      summary: Twilio Update an Interaction Channel
      description: Update the status or routing of an interaction channel.
      tags:
      - Interactions
      parameters:
      - name: InteractionSid
        in: path
        required: true
        schema:
          type: string
      - name: ChannelSid
        in: path
        required: true
        schema:
          type: string
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              properties:
                status:
                  type: string
                  enum:
                  - closed
                  - wrapup
                routing:
                  type: object
      responses:
        '200':
          description: Interaction channel updated
components:
  schemas:
    CreateInteractionRequest:
      type: object
      required:
      - channel
      - routing
      properties:
        channel:
          type: object
          required:
          - type
          - initiated_by
          - properties
          properties:
            type:
              type: string
              enum:
              - sms
              - voice
              - email
              - chat
              - whatsapp
              - facebook
              - gbm
            initiated_by:
              type: string
              enum:
              - agent
              - customer
            properties:
              type: object
        routing:
          type: object
          required:
          - properties
          properties:
            properties:
              type: object
              properties:
                workspace_sid:
                  type: string
                workflow_sid:
                  type: string
                task_channel_unique_name:
                  type: string
                attributes:
                  type: object
    Interaction:
      type: object
      properties:
        sid:
          type: string
        account_sid:
          type: string
          pattern: ^AC[0-9a-fA-F]{32}$
        channel:
          type: object
        routing:
          type: object
        date_created:
          type: string
          format: date-time
        date_updated:
          type: string
          format: date-time
        url:
          type: string
          format: uri
        links:
          type: object
  securitySchemes:
    accountSid_authToken:
      type: http
      scheme: basic
      description: Use your Twilio Account SID as the username and Auth Token as the password for HTTP Basic authentication.
externalDocs:
  description: Twilio Flex API Documentation
  url: https://www.twilio.com/docs/flex

Twilio Interactions API

Operations 5

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