# Twilio Voice

{% hint style="info" %}
This feature is currently available to enterprise tiers only.
{% endhint %}

### Prerequisites

Assigning this channel to an application requires a one-time integration of Twilio in your NLX workspace and setting up a phone number.

<a href="../../../integrations/types/channels/genesys" class="button primary">Integrate Genesys</a>

To allow for full control, a phone number for your voice flow is managed within your Twilio account. Each flow is tied to one phone number, but you can provision multiple phone numbers for a single Twilio workspace. To assign a number:

1. Go to the *Phone Numbers* section of your Twilio account
2. Select *Manage* > *Active numbers*&#x20;
3. Go to the details for one of your *Active numbers*
4. In the *Voice & Fax* section, manually set the incoming call configuration to Studio Flow and assign the flow that was auto-created for that application

### Add channel to app

1. Select *Configuration* tab of your NLX application&#x20;
2. Choose *+ Add channel* under *Delivery* section > Choose *Twilio Voice*
3. Choose your Twilio workspace integration from the *Integration* dropdown
4. *Twilio Fulfillment Lambda* endpoint: Allows you to override the default *Fulfillment Lambda* configured in your workspace's Twilio integration. It’s required for deploying a voice application that can escalate to Twilio Voice. The endpoint is pulled from the channel field, if provided; otherwise, it defaults to the Twilio integration's workspace-level setting. At least one of these must be set, or deployment will fail

> Optional:
>
> * *Custom conversation timeout*: Allows you to specify the time (in minutes) when a conversation will time out
> * *Escalation*: Select from an escalation integration set up under your workspace *Settings* for optional agent transfer. Agent escalation is not managed within NLX. You may customize this in your Twilio Studio account, which can be controlled by the "Send to Flex" widget found in each Twilio Studio Flow that's automatically created during deployment. The NLX application sends the appropriate action to Twilio, and it will respond accordingly

5. Click *Create channel*
6. Click *Save*

{% hint style="warning" %}
Due to your one-time integration at the workspace level, whenever your application is deployed in NLX, a default flow is auto-created in your Twilio Studio account. This flow is created for every application you deploy. The deployment creates the initial default flow; however, if you wish to make further customizations, be sure to make changes in both NLX and Twilio Studio flows.
{% endhint %}


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