Skip to main content
Simple AI connects to Twilio Flex either over a SIP trunk or by transferring calls from a TwiML flow. Flex keeps TaskRouter queues, worker state, and reporting; Simple AI handles the conversations routed to it and hands them back for live agent escalation.

​
What You Can Do

  • Inbound routing — your Studio or TwiML flow answers the call, then transfers it to Simple AI.
  • Outbound campaigns — your dialer or campaign logic hands connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through your Twilio SIP trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back into Flex so TaskRouter can queue the call to a worker.
  • Context on transfer — over SIP, metadata rides along in X- prefixed SIP headers; from a TwiML flow, context is passed as task attributes.

​
How It Connects

  1. Twilio receives the call and runs your Studio or TwiML flow.
  2. The flow transfers the call to Simple AI — via the SIP trunk or a dial to the AI destination.
  3. Simple AI runs the conversation and transfers back when escalation is needed.
  4. TaskRouter creates a task for the returned call and routes it to a worker with the transferred context.

​
Setup

  1. Choose SIP trunking or a TwiML transfer, and share the details with your account team.
  2. For SIP, create a Twilio Elastic SIP Trunk pointing at Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  3. Add the handoff to the flows that should use the AI, and a return destination for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.