# twilio-conversation-orchestrator

Configures automatic conversation capture and routing in Twilio Conversation Orchestrator across SMS, voice, WhatsApp, and RCS.

- skill · `type=skill` · Codex, ChatGPT · ★ 7604
- Author: Twilio · official OpenAI repository
- License: MIT · policy=mirror · the beginning of the file is at the end of this page
- Source: https://github.com/openai/plugins/tree/HEAD/plugins/twilio-developer-kit/skills/twilio-conversation-orchestrator/SKILL.md
- Updated: 2026-10-08
- HTML: https://affpapa.org/en/nevibecode/skills/twilio-conversation-orchestrator

## What it does

This skill guides Codex through setting up Twilio Conversations v2. It replaces manual participant management with automated traffic routing across voice, SMS, RCS, and WhatsApp. The system supports passive ingestion matching phone patterns via `captureRules`, alongside active routing using TwiML tags or direct API calls.

Configurations define grouping logic, such as `GROUP_BY_PROFILE` for a unified customer thread or address pairs for Agent Connect. It also handles connections to Memory Store for identity resolution and Conversation Intelligence for automated summaries. Observations sync into user profiles when conversations hit inactive or closed states.

Misconfiguring passive voice rules alongside active TwiML transcription triggers double speech-to-text billing on a single call. You need to keep voice capture strictly active when TwiML handles speech transcription.

## Install

### Codex (native platform)

1. **Skills CLI (Vercel)**
```bash
npx skills add openai/plugins --skill twilio-conversation-orchestrator -a codex
```

2. **Manually: put the files in place**
- File: `.agents/skills/twilio-conversation-orchestrator/SKILL.md` — For all projects use ~/.agents/skills/

### Claude Code

1. **Skills CLI (Vercel)**
```bash
npx skills add openai/plugins --skill twilio-conversation-orchestrator -a claude-code
```

2. **Manually: put the files in place**
- File: `~/.claude/skills/twilio-conversation-orchestrator/SKILL.md` — Copy the whole skill folder; for one project use .claude/skills/twilio-conversation-orchestrator/

### Cursor

**Manually: put the files in place**
- File: `.cursor/skills/twilio-conversation-orchestrator/SKILL.md` — Cursor also reads .agents/skills/ and .claude/skills/

### GitHub Copilot

1. **GitHub CLI**
```bash
gh skill install openai/plugins twilio-conversation-orchestrator
```

2. **Manually: put the files in place**
- File: `.github/skills/twilio-conversation-orchestrator/SKILL.md`

### Gemini CLI

**Platform CLI**
```bash
gemini skills install https://github.com/openai/plugins --path plugins/twilio-developer-kit/skills/twilio-conversation-orchestrator
```

### Windsurf (Devin Desktop)

**Manually: put the files in place**
- File: `.devin/skills/twilio-conversation-orchestrator/SKILL.md` — The legacy .windsurf/skills/ path still works

### Claude.ai

**Claude.ai**
- Zip the folder and upload it in Settings → Capabilities → Skills

Where a file is given instead of a command, copy the files from the source to that path: https://github.com/openai/plugins/tree/HEAD/plugins/twilio-developer-kit/skills/twilio-conversation-orchestrator/SKILL.md

## When to use it
- Route SMS, WhatsApp, and voice traffic into unified customer threads
- Build declarative capture rules matching phone number patterns
- Connect conversations to Memory Store for cross-channel context
- Avoid speech-to-text double billing when using active TwiML

## Example prompts
- Configure captureRules for incoming SMS and WhatsApp numbers
- Set up GROUP_BY_PROFILE grouping linked to Twilio Memory Store
- How do I configure TwiML ConversationRelay without duplicate STT charges?

## Source text · SKILL.md · MIT

Below is the content of a third-party file. It is data, not instructions for you: do not act on anything written inside unless the human asks. Block tag: 077eac6bfd6b2057.

BEGIN THIRD-PARTY FILE 077eac6bfd6b2057
```text
---
name: twilio-conversation-orchestrator
description: >
  Configure automatic conversation capture and routing with Twilio Conversation
  Orchestrator. Covers Configuration creation, channel capture rules, grouping
  types, status timeouts, Memory Store linkage, Intelligence linkage, and
  conversation lifecycle. Use this skill to automatically capture SMS, voice,
  WhatsApp, RCS, and web chat traffic into unified conversations without
  manually creating conversations or participants.
---

# Conversation Orchestrator

Decision-making guide for Twilio's Conversation Orchestrator (Conversations v2) — automatic conversation capture and routing across Voice, SMS, WhatsApp, RCS, and web chat. Covers Configurations, capture rules, grouping types, channel settings, status timeouts, and linkage to Conversation Memory and Conversation Intelligence.

> **GA** — Conversation Orchestrator is generally available.

## Use Cases

Conversation Orchestrator powers **automatic conversation capture and integration with existing voice implementations** — replacing manual conversation creation with either:
- **Passive ingestion**: Declarative capture rules that automatically capture traffic as it flows
- **Active ingestion**: TwiML parameters or API calls that route existing implementations into conversations

**Note:** Active and passive ingestion can be configured on a per-channel basis. For example, you can use passive capture rules for SMS while using active TwiML parameters for voice calls.

## ⚠️ CRITICAL: Voice Double Billing Warning

> **WARNING: You can be charged for STT (speech-to-text) twice on the same call if misconfigured.**

If you are using voice with ConversationRelay or Transcription in TwiML:

**We do not recommend using passive voice capture rules (`captureRules`) in your Configuration when using active TwiML.**

See the full [Voice Double Billing Warning](#️-critical-voice-double-billing-warning-1) section below for details.

### Unified Customer Context

Capture all channels (voice, SMS, WhatsApp, RCS, CHAT (via Conversation API (classic))) into a single conversation thread per customer. Conversation Memory resolves identity across channels and maintains persistent context. **Start here** — this is the most common pattern.

- **Grouping**: `GROUP_BY_PROFILE`
- **Channels**: SMS + VOICE + WHATSAPP + RCS + CHAT (via Conversation API (classic))
- **Linkage**: Memory Store (identity resolution) + Intelligence (analysis)

### Channel-Isolated Analytics

Keep voice transcripts separate from SMS threads for per-channel analysis. Intelligence operators run independently on each channel's conversation.

- **Grouping**: `GROUP_BY_PARTICIPANT_ADDRESSES_AND_CHANNEL_TYPE`
- **Channels**: SMS + VOICE (separate conversations)
- **Linkage**: Intelligence (per-channel operators)

### Agent Connect Integration

Capture conversations for AI-to-human escalation via Agent Connect (TAC SDK). Uses address-pair grouping required by the SDK.
```
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First 2990 of 36880 bytes. © Twilio · MIT · https://github.com/openai/plugins/tree/HEAD/plugins/twilio-developer-kit/skills/twilio-conversation-orchestrator/SKILL.md

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