Twilio Observations API
Observations are small contextual text snippets automatically extracted from conversations that run through Conversation Orchestrator. They capture useful details like customer preferences, stated needs, and plans/intentions discussed in the conversation, then write that context back to the customer’s profile. Observations evolve with each new conversation, updating and enhancing existing details. Observation generation is triggered when a conversation reaches the `Closed` or `Inactive` state. To adjust when conversations reach those states, update the lifecycle rules in the Conversation Orchestrator configuration.