Voice Feature Overview

Tiledesk Voice Features Integration via Twilio

Tiledesk extends its conversational AI capabilities to the voice channel through integration with Twilio, enabling voice-driven experiences such as IVR flows, welcome messages, and intelligent call transfers. This tutorial provides an overview of the current voice features, integration with WhatsApp bots, and customization options.

Tiledesk voice workflows can be configured using different blocks inside the Design Studio or a voice-enabled conversation flow. Here’s what’s currently available:

1. Welcome Message

You can greet users with either a static or dynamic welcome message:

Static Options

Play Prompt: Plays a fixed message using TTS (Text-to-Speech).

Speech Form (with No Input support): Asks a question and listens for a voice input. If no response is given, it can trigger a fallback or transfer.

Dynamic Option

GPT Task: Generates a personalized welcome message using a prompt-based interaction with a GPT model.

Example: “Hi! I’m your assistant. Say something or press a number to continue.”

2. IVR Menu (DTMF Menu)

You can create an interactive menu where users press digits to navigate options. This is achieved using the DTMF Menu block.

Example menu:

Press 1 → Get chatbot information  
Press 2 → Leave your number  
Press 3 → Provide more details

Each option can redirect the caller to:

A Tiledesk agent

A chatbot flow

A form to collect numeric input (like phone numbers)

3. Collecting User Input (DTMF Form)

Use the DTMF Form block when you want to collect numeric information like phone numbers or ID codes.

You can set:

Minimum/maximum digits

Timeouts

Validation rules

Example: "Please enter your customer ID, followed by the pound key."

4. Call Transfer

Calls can be routed to a live operator or another number using:

Blind Transfer

Instantly transfers the call to a specified number.

Can be used as a fallback in case of No Input from the user.

Integrating Voice and WhatsApp

Can I use the same bot for both voice and WhatsApp?

Yes, the underlying logic and chatbot engine are shared, but voice requires specific adjustments:

For Voice: Use blocks like Play Prompt, Speech Form, and DTMF Menu instead of Reply.

For WhatsApp: Regular text replies and buttons are supported.

One number for both channels?

Technically possible with Twilio, but needs careful configuration to route messages correctly based on the channel (voice vs. WhatsApp).

You’ll need separate flows or channel-specific handling logic.

Voice Customization Options

Currently, the voice used for TTS messages is predefined and not customizable.

❌ No support yet for:

Changing TTS providers

Choosing different voices or languages

Voice tone/style selection

Features actively being developed at the moment.

Summary

FeatureDescription
Welcome MessageStatic (Play Prompt / Speech Form) or dynamic (GPT Task)
IVR MenuDTMF-based navigation using keypad
Input CollectionDTMF Form for structured numeric input
Call TransferBlind transfer for fallback or live agent routing
Cross-channel SupportSame bot logic, adapted per channel (WhatsApp vs. Voice)
Voice CustomizationNot currently available