Plivo Integration

Overview

Plivo is a cloud communications platform that provides global voice and messaging APIs. IntraCord 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
• Auth ID and Auth Token from your Plivo Console
• A Plivo Application with Voice capability (optional — leave the field blank in IntraCord and we'll auto-create one for you on save, with the answer_url pre-set)
• At least one Plivo phone number
• IntraCord AI instance running and accessible

Configuration

Step 1: Get Plivo Credentials

1. Log in to your Plivo Console
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 IntraCord, then copy its Application ID (a UUID). Skip this if you want IntraCord 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 IntraCord 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 IntraCord 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 — + then country code then number, no spaces or dashes, e.g. +1234567890). The default caller ID is used for outbound calls.

   i

   If IntraCord 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 IntraCord-<random> — its Application ID is shown on the saved configuration.

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, IntraCord 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 IntraCord 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
2. Open the number you want to use for inbound calls
3. Set its Application to the same application whose ID you configured in IntraCord
4. Save

Step 2: Assign an Inbound Workflow to the Phone Number in IntraCord

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 under Voice → Applications

2. Confirm:

   • Answer URL is set to: https://api.IntraCord.com/api/v1/telephony/inbound/run
   • Answer Method is POST
   i

   IntraCord 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 — IntraCord 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 IntraCord surfaced a sync warning on save, the auto-push failed — most often because the Auth ID/Token or Application ID in IntraCord is incorrect. Paste the URL into the field yourself, set the method to POST, and save the application. On self-hosted IntraCord, replace api.IntraCord.com with your backend domain.

Step 4: Verify Setup

• Ensure your IntraCord 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 IntraCord AI voice agent answers and responds
3. Check call logs in both IntraCord AI dashboard and Plivo Console

Troubleshooting

Invalid phone number error

Ensure phone numbers include country code in E.164 format: +1234567890

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

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

No audio on calls

• Verify WebSocket connection is established - Check firewall rules for WebSocket traffic - Ensure audio pipeline is configured correctly

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 IntraCord - Confirm the called number exists in your IntraCord telephony configuration and has an Inbound workflow assigned
• After assigning the inbound workflow, confirm IntraCord successfully updated the application's answer_url (no warning shown on save) - Verify IntraCord AI instance is running and responding

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 IntraCord matches Plivo Console) - Verify WebSocket connection establishes successfully - Review call logs for error messages

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 IntraCord so the shared answer_url doesn't conflict with other systems