> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ambivertai.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Plivo Integration

> Configure Plivo for voice communication in Ambivert AI AI

## Overview

Plivo is a cloud communications platform that provides global voice and messaging APIs. Ambivert AI AI's Plivo integration uses Plivo's XML and WebSocket streaming to power your voice agents.

## Prerequisites

Before setting up Plivo integration, you'll need:

* A [Plivo account](https://www.plivo.com/)
* Auth ID and Auth Token from your Plivo Console
* A Plivo **Application** with Voice capability (optional — leave the field blank in Ambivert AI and we'll auto-create one for you on save, with the `answer_url` pre-set)
* At least one Plivo phone number
* Ambivert AI AI instance running and accessible

## Configuration

### Step 1: Get Plivo Credentials

1. Log in to your [Plivo Console](https://console.plivo.com/)
2. Find your **Auth ID** and **Auth Token** on the dashboard
3. (Optional) Navigate to **Voice** → **Applications** and create (or open) the application you'll use with Ambivert AI, then copy its **Application ID** (a UUID). Skip this if you want Ambivert AI to auto-create the application for you on save.
4. Navigate to **Phone Numbers** → **Your Numbers** and copy the numbers you plan to use

### Step 2: Configure in Ambivert AI AI

1. Navigate to **/telephony-configurations** and click **Add configuration**
2. Select **Plivo** as your provider
3. Enter your credentials:
   * Auth ID
   * Auth Token
   * Application ID — *optional*. Leave blank and Ambivert AI will auto-create a Plivo Application on save (with the `answer_url` already configured) and store its Application ID on this configuration.
4. Click **Save Configuration**
5. Open the configuration you just created and add at least one **phone number** (with country code in E.164 format, e.g. `+1234567890`). The default caller ID is used for outbound calls.

   <Note>
     If Ambivert AI auto-created the Plivo Application for you, you still need to
     link your Plivo numbers to that application in the Plivo Console under
     **Phone Numbers** → **Your Numbers**. The auto-created application is
     named `ambivert-<random>` — its Application ID is shown on the saved
     configuration.
   </Note>

### Step 3: Test Your Configuration

1. Create a test workflow
2. Click "Call" to verify connection
3. Check call logs for successful connection

## Inbound Calling Setup

Plivo numbers don't carry an `answer_url` directly — the URL lives on a Plivo **Application**, and each number is linked to one application. **When you save an inbound workflow on a phone number, Ambivert AI automatically pushes the webhook URL to your Plivo Application's `answer_url`** (provided the credentials are correct). You don't need to set the webhook by hand. If Ambivert AI auto-created the application during configuration save, the `answer_url` is already set and this push is a no-op.

### Step 1: Link the Phone Number to Your Plivo Application

1. Go to **Phone Numbers** → **Your Numbers** in the [Plivo Console](https://console.plivo.com/)
2. Open the number you want to use for inbound calls
3. Set its **Application** to the same application whose ID you configured in Ambivert AI
4. Save

### Step 2: Assign an Inbound Workflow to the Phone Number in Ambivert AI

1. Go to **/telephony-configurations** and open your Plivo configuration
2. In the **Phone numbers** section, edit the number that should receive inbound calls
3. Set its **Inbound workflow** to the agent that should answer
4. Save

### Step 3: Verify the Answer URL on the Plivo Application

1. Open your Plivo Application in the [Plivo Console](https://console.plivo.com/) under **Voice** → **Applications**
2. Confirm:

   * **Answer URL** is set to: `https://api.ambivertai.tech/api/v1/telephony/inbound/run`
   * **Answer Method** is `POST`

   <Note>
     Ambivert AI pushed this URL automatically when you saved the inbound workflow
     in Step 2. The same URL is shared across every number linked to that
     application — Ambivert AI routes each inbound call to the right agent based
     on the called number's inbound workflow assignment. If the field is
     empty, shows a different URL, or Ambivert AI surfaced a sync warning on
     save, the auto-push failed — most often because the Auth ID/Token or
     Application ID in Ambivert AI is incorrect. Paste the URL into the field
     yourself, set the method to `POST`, and save the application. On
     self-hosted Ambivert AI, replace `api.ambivertai.tech` with your backend domain.
   </Note>

### Step 4: Verify Setup

* Ensure your Ambivert AI AI instance is publicly accessible
* Verify any firewalls allow Plivo's IP ranges

### Test Inbound Calling

1. Call your configured Plivo phone number from another phone
2. Verify your Ambivert AI AI voice agent answers and responds
3. Check call logs in both Ambivert AI AI dashboard and Plivo Console

## Troubleshooting

<AccordionGroup>
  <Accordion title="Invalid phone number error">
    Ensure phone numbers include country code in E.164 format: `+1234567890`
  </Accordion>

  <Accordion title="Authentication failed">
    * Verify Auth ID and Auth Token are correct - Check for extra spaces in
      credentials - Ensure credentials haven't been regenerated in Plivo Console
  </Accordion>

  <Accordion title="Webhook signature validation failing">
    * Confirm your Auth Token matches exactly - Verify the webhook URL matches
      what Plivo sends - Check if you're behind a proxy that modifies requests
  </Accordion>

  <Accordion title="No audio on calls">
    * Verify WebSocket connection is established - Check firewall rules for
      WebSocket traffic - Ensure audio pipeline is configured correctly
  </Accordion>

  <Accordion title="Inbound calls go to voicemail or aren't answered">
    * Verify the phone number is linked to the same Plivo Application whose
      ID you configured in Ambivert AI - Confirm the called number exists in your
      Ambivert AI telephony configuration and has an **Inbound workflow** assigned
    * After assigning the inbound workflow, confirm Ambivert AI successfully
      updated the application's `answer_url` (no warning shown on save) -
      Verify Ambivert AI AI instance is running and responding
  </Accordion>

  <Accordion title="Voice agent doesn't respond to inbound calls">
    * Confirm the phone number has an **Inbound workflow** assigned in
      /telephony-configurations - Check webhook signature validation is working
      (Auth Token in Ambivert AI matches Plivo Console) - Verify WebSocket connection
      establishes successfully - Review call logs for error messages
  </Accordion>
</AccordionGroup>

## Best Practices

* Test your configuration with a single call before running campaigns
* Monitor Plivo Console for usage and billing
* Use a dedicated Plivo Application for Ambivert AI so the shared `answer_url` doesn't conflict with other systems