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Overview

Plivo is a cloud communications platform with global voice and messaging APIs. Voicerix uses Plivo’s XML and WebSocket streaming to power your voice agents.

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Prerequisites

  • A Plivo account
  • Auth ID and Auth Token from your Plivo Console
  • A Plivo Application with Voice capability — or leave blank and Voicerix will auto-create one
  • At least one Plivo phone number

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Configuration

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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, open the application you’ll use with Voicerix, and copy its Application ID (a UUID). Skip this if you want Voicerix to auto-create the application.
  4. Note the phone numbers you plan to use

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Step 2: Add Configuration in Voicerix

  1. In Voicerix, go to Integrations and click Add configuration
  2. Select Plivo as your provider
  3. Enter your credentials:
    • Auth ID
    • Auth Token
    • Application ID (optional — leave blank to auto-create)
  4. Click Save Configuration
  5. Open the saved configuration and add at least one phone number in E.164 format (e.g. +1234567890)
If Voicerix auto-created the Plivo Application, 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 voicerix-<random> — its Application ID is shown on the saved configuration.

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Step 3: Test

  1. Go to Agents, open a workflow, and click Test Call
  2. Check the call logs to confirm a successful connection

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Inbound Calling Setup

Plivo numbers link to an Application — the answer_url lives on the application, not the number. When you save an inbound workflow on a phone number in Voicerix, Voicerix automatically pushes the webhook URL to your Plivo Application’s answer_url. If Voicerix auto-created the application, the URL is already set.
  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 Voicerix
  4. Save

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Step 2: Assign an Inbound Workflow in Voicerix

  1. In Voicerix, go to Integrations 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

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Step 3: Verify in Plivo Console

  1. Open your Plivo Application in the Plivo Console under Voice → Applications
  2. Confirm:
    • Answer URL is set to: https://client.voicerix.ai/api/v1/telephony/inbound/run
    • Answer Method is POST
Voicerix pushes this URL automatically when you save the inbound workflow. The same URL is shared across every number linked to that application — Voicerix routes each call to the right agent based on the called number’s inbound workflow assignment. If the field is empty or shows a different URL, the auto-push failed — usually because the Auth ID/Token or Application ID is incorrect. Paste the URL manually, set the method to POST, and save.

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Step 4: Test Inbound

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

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Troubleshooting

Ensure phone numbers include the country code in E.164 format: +1234567890
  • Verify Auth ID and Auth Token are correct
  • Check for extra spaces in credentials
  • Ensure credentials haven’t been regenerated in Plivo Console
  • Confirm your Auth Token matches exactly
  • Verify the webhook URL matches what Plivo sends
  • Check if you’re behind a proxy that modifies requests
  • Verify the WebSocket connection is established
  • Check firewall rules for WebSocket traffic
  • Ensure the audio pipeline is configured correctly
  • Verify the phone number is linked to the same Plivo Application whose ID is configured in Voicerix
  • Confirm the called number has an Inbound workflow assigned in Voicerix
  • Confirm Voicerix successfully updated the application’s answer_url (no warning shown on save)
  • Verify Voicerix is running and responding
  • Confirm the phone number has an Inbound workflow assigned in Integrations
  • Check webhook signature validation (Auth Token in Voicerix matches Plivo Console)
  • Verify WebSocket connection establishes successfully
  • Review call logs for error messages

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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 Voicerix so the shared answer_url doesn’t conflict with other systems