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Overview

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

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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 EESI and we’ll auto-create one for you on save, with the answer_url pre-set)
  • At least one Plivo phone number
  • EESI AI instance running and accessible

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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 and create (or open) the application you’ll use with EESI, then copy its Application ID (a UUID). Skip this if you want EESI to auto-create the application for you on save.
  4. Navigate to Phone Numbers → Your Numbers and copy the numbers you plan to use

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Step 2: Configure in EESI 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 EESI 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.
    If EESI 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 eesi-<random> — its Application ID is shown on the saved configuration.

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Step 3: Test Your Configuration

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

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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, EESI 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 EESI auto-created the application during configuration save, the answer_url is already set and this push is a no-op.
  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 EESI
  4. Save

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

  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

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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.eesi.ai/v1/telephony/inbound/run
    • Answer Method is POST
    EESI 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 — EESI 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 EESI surfaced a sync warning on save, the auto-push failed — most often because the Auth ID/Token or Application ID in EESI is incorrect. Paste the URL into the field yourself, set the method to POST, and save the application. On self-hosted EESI, replace api.eesi.ai with your backend domain.

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Step 4: Verify Setup

  • Ensure your EESI AI instance is publicly accessible
  • Verify any firewalls allow Plivo’s IP ranges

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Test Inbound Calling

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

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Troubleshooting

Ensure phone numbers include 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 WebSocket connection is established - Check firewall rules for WebSocket traffic - Ensure audio pipeline is configured correctly
  • Verify the phone number is linked to the same Plivo Application whose ID you configured in EESI - Confirm the called number exists in your EESI telephony configuration and has an Inbound workflow assigned
  • After assigning the inbound workflow, confirm EESI successfully updated the application’s answer_url (no warning shown on save) - Verify EESI AI instance is running and responding
  • Confirm the phone number has an Inbound workflow assigned in /telephony-configurations - Check webhook signature validation is working (Auth Token in EESI 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 EESI so the shared answer_url doesn’t conflict with other systems