Question 1

Is Conversations API the same as Twilio Conversations?

Accepted Answer

No, Conversations API is our communications API for building two-way messages on SMS, WhatsApp, chat, Facebook Messenger, Google Business Messages, and more. Twilio Conversations is our new intelligent conversations layer that connects individual communications into a single, continuous thread across channels and agents. It has a living customer memory that gets enriched with new insights from every interaction with a customer, which can be surfaced to make every each conversation contextual, relevant, and personal.

Question 2

For Conversation Memory, what's the difference between memory generation and memory recall?

Accepted Answer

Memory generation is the process of analyzing a conversation transcript to produce new observations or summaries for a profile. It is billed based on the volume of input and output characters processed. Recall is charged each time stored memories are queried to retrieve context for an active interaction.

Question 3

For Conversation Memory, what's the difference between Knowledge Storage and Knowledge Retrieval?

Accepted Answer

Knowledge storage is calculated by taking an hourly snapshot of the total size of documents you have hosted in the system. For web content, each successfully crawled page is treated as a fixed storage unit. Knowledge retrieval is a separate charge applied each time a successful search query is run against your knowledge base.

Question 4

For Conversation Memory, what are profile operations and how are they different from Daily Utilized Profiles?

Accepted Answer

Profile operations track writes to your identity data, such as creating new profiles, updating attributes, and merging duplicate identity records. The first 100,000 profile operations each month are free. Daily utilized profiles track reads. The two meters measure different actions and are billed independently.

Question 5

For Conversation Memory, what is a daily utilized profile and what actions count toward costs?

Accepted Answer

A daily utilized profile (DUP) counts each unique profile your system reads or looks up within a 24-hour window, regardless of how many times that profile is accessed in that period. DUPs are triggered by profile reads, such as when an agent or API retrieves a profile to personalize a response. Profile reads from Conversation Orchestrator to link conversations to profile IDs are not counted. Creating, updating, or merging profiles does not trigger a DUP.

Question 6

How are input and output characters billed for Language Operators in Conversation Intelligence?

Accepted Answer

Billing is calculated per Operator execution. Input characters include the conversation transcript, user prompt, and system prompt passed to the Operator. The conversation transcript is the contents of the conversation itself, prefixed with the participant type (e.g. customer) for each communication. The user prompt is inclusive of the natural language instructions you write, plus training examples and the JSON output schema if using these settings. The system prompt is additional metadata provided by Twilio for the Operator to execute successfully. If Conversation Memory and/or Enterprise Knowledge is enabled for an Operator to use as context, input characters also include the character count of these tool definitions and retrieved results (if the Operator requests memory or knowledge during execution). Output characters include the final response generated by the Operator during that execution. The response is either in plaintext or JSON, depending on the Operator’s configuration. If Conversation Memory and/or Enterprise knowledge is enabled for an Operator to use as context, output characters also include the generated command to make a request for memory or knowledge (if the Operator requests memory or knowledge during execution).

Question 7

How does character-based billing work across the different meters?

Accepted Answer

Each product with a character-based meter is billed independently: Conversation Orchestrator: Billed on the total character length of conversation data captured and stored, including every inbound and outbound message and transcribed voice call, including spaces and metadata headers. Memory generation: Billed on the combined total of input characters (the conversation transcript and system prompts) and output characters (the observations and summaries generated). Twilio-authored Operators: Billed on the combined total of input and output characters processed and generated by the Operator during each execution. See below for more details on how input and output characters are calculated. Custom Operators: Input and output characters are billed at different rates. Input includes the conversation transcript, user prompt (managed by you), and system prompt (managed by Twilio). Output includes the characters generated by the Operator in response. See below for more details on how input and output characters are calculated.

Question 8

Does Conversation Orchestrator replace voice transcription?

Accepted Answer

No. Conversation Orchestrator ingests and stores transcripts, but does not transcribe calls itself. Voice conversations must be transcribed before they can be captured by Conversation Orchestrator. Voice transcription (real-time and batch) are features available through the Twilio Voice API. Learn about transcription in our Voice documentation.

Question 9

Does Conversation Orchestrator include channel costs (SMS, Voice, WhatsApp, and Chat)?

Accepted Answer

No. Voice minutes, SMS messages, WhatsApp conversations, and other channel costs are billed separately under your existing Twilio plan. View pricing for all Twilio products.

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