Plivo

Flows act in other systems through app action nodes with prebuilt actions for Zendesk, HubSpot and Google Workspace, HTTP request nodes for any API, and call forward nodes.

The wider catalog adds Salesforce, Zoho CRM, Shopify, Stripe, Intercom, Jira, Notion, Airtable, Freshdesk, Slack, Google Calendar, Calendly, ServiceNow, GitHub, Google Sheets, MongoDB, BigQuery and PostgreSQL, along with MCP servers, API based tools and Python code nodes. In a single conversation an agent can look up a booking, check availability, book a slot and text a confirmation.

Apps are authenticated once under Settings and then used across agents, and the team handles that authentication and any field mapping itself before the Vibe Agent can use an app in a draft.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

Each agent is a flow on a drag and drop canvas. Nodes such as an AI reply, an app action, an HTTP request or a call forward are joined by paths that branch on the customer's input or on system conditions, and variables carry extracted or generated values from step to step. A trigger node starts the flow from a channel or an API call.

The Vibe Agent drafts a flow from a plain English description, first writing a plan that covers the trigger, channel setup, node settings, edge cases and when to close the call, asking clarifying questions and flagging requests it cannot build. By Plivo's own estimate the draft gets a flow about 70 percent of the way, and every generated node is meant to be reviewed by hand. The Playground highlights the active node and the path taken through the flow.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

A knowledge base combines uploaded files of up to 64MB, including spreadsheets, PDFs, Word documents, text, JSON and XML, whole websites of up to 10,000 URLs with limits on depth and paths, and apps such as Notion, Confluence, Freshdesk, Zendesk and Intercom. Website and app sources refresh automatically as often as weekly, one knowledge base can serve several agents, and the agent runs a semantic search at every response step, passing the most relevant chunks to the model and pulling nothing when nothing matches.

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Conversations hand over to human specialists assigned by agent, team or custom rules and routed by skills or queues, with business hours, holidays, agent status, SLAs, retries and workload managed from one dashboard, and calls transfer to a person by number forwarding or authenticated SIP transfer. Transfer to a human is included in the agent price. No step lets a person approve an action or a reply before the agent sends it.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

Plivo holds a SOC 2 certification of unstated type, audited each year by an independent firm, is certified compliant with PCI DSS Level 1, has completed a CSA STAR Level 1 self assessment, takes part in the EU and US Data Privacy Framework, and signs a HIPAA business associate agreement on Enterprise.

Each user signs in with unique credentials, a passphrase and a phone verification code sent by SMS or voice call, data is encrypted with TLS 1.2 or higher in transit and 256 bit AES at rest, and backups are encrypted and stored redundantly. Single sign on comes with the Enterprise plan, and Plivo says nothing of roles or permissions inside the studio.

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Six reporting dashboards cover conversations, customer metrics, agent and AI performance, availability and operations. In the Playground, analysis mode shows each node's execution with the prompt used, the tool response, response time and model metrics, and every session carries a run ID for tracing it in the logs. Outside the Playground, node by node detail on live conversations and a log of who changed an agent go unmentioned.

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Variables hold names, emails, IDs and other values the agent extracts while a flow runs. They are set on the AI conversation node's Extract Variables tab and passed to later steps, and each reply draws on the path the conversation has taken so far. Plivo says context carries over when one customer moves from one channel to another, though where that context is kept, for how long, and whether it reaches a separate conversation days later is left open.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11

Plivo advertises data residency in the US, the EU and Asia Pacific, while its platform runs on Amazon Web Services compute and storage spread worldwide. Which region an account lands in, and whether the customer chooses it, is not spelled out. The studio runs as a hosted service only, with no private cloud or on premises edition.

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The studio offers templates alongside plain English building, and Plivo's use cases cover lead capture, customer support, appointment booking, tech support, surveys and multichannel engagement. The Vibe Agent drafts a complete flow from a description, a fast start the team then shapes, as in Plivo's own example of sending a WhatsApp alert whenever a new Zendesk ticket arrives. Plivo sells no named agents a customer simply switches on.

Sourceplivo.com/ai-agentsread 2026-10-11

Flows start when a call, a web chat message, an SMS or a WhatsApp message arrives, or when another system sends an authenticated HTTP request with optional input parameters, with basic auth on by default.

One agent can go live on voice through a purchased number, WhatsApp through a business account with template management, web chat and SMS over 10DLC, and conversations run inbound and outbound.

Each number takes one inbound flow while one flow can answer several numbers, outbound calls start from an Initiate call node or an API request, and the flow branches on whether a call was answered, busy, unanswered or rejected.

Sourceplivo.com/docs/aiagent/aistudio/triggerread 2026-10-11

Each AI conversation node carries its own model setting, so the builder picks the LLM step by step, with GPT-4.1 as one option and Plivo advising teams to try several models to balance answer quality against latency. The studio's models come from the GPT and Llama families, with voices from Cartesia and ElevenLabs. In the Playground, analysis mode reports metrics for each model run. Developers on Plivo's code path pick their own speech to text, LLM and text to speech providers, such as Deepgram Nova 3 and Cartesia Sonic 2.

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Any flow can expose an API trigger that outside systems call over HTTP with basic auth and input parameters, starting the agent programmatically, so a CRM or scheduler can have an agent place an outbound call or send a message. Around the studio sit Plivo's voice and messaging APIs, SDKs and a CLI, and audio streaming and SIP trunking interfaces for agents built on other frameworks.

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The Playground runs a flow before launch from a simulated inbound hello, with the trigger variables entered by hand. Transcript mode plays the conversation close to the live channel, and analysis mode shows each node's prompt, tool response and timing along with model metrics such as response time and accuracy. Test runs in the Playground are not billed. Simulation testing is included in the agent price, though Plivo does not say what it adds beyond the Playground or whether test cases can be saved and run again.

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Agents act through app actions, HTTP requests, Python code nodes and call forwarding, and the knowledge base crawls websites when content is synced. No hosted browser, remote desktop or screen control is part of the studio, so a system without an API is out of reach unless the team writes code to call it.

Sourceplivo.com/docs/aiagent/getstarted/overviewread 2026-10-11