> ## Documentation Index
> Fetch the complete documentation index at: https://docs.threetone.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Twilio personalization

> Plan caller-specific context for a Twilio channel while keeping identity checks, private data, and conversation permissions separate.

Caller context can help an agent greet a customer or understand a support topic. Treat a phone number as a lookup input, not proof that the caller owns an account.

<Note>
  Twilio phone configuration and personalization authoring are separate from execution. A released inbound session path and secure provider credential handling are prerequisites for live caller personalization.
</Note>

## Before you begin

Review [Twilio preparation](/agents-platform/configure/integrations/twilio), [dynamic variables](/agents-platform/configure/personalization/dynamic-variables), and [override permissions](/agents-platform/configure/personalization/overrides). Decide which small set of values the greeting needs. Use fictitious customer data while drafting.

## Prepare the data boundary

<Steps>
  <Step title="Define the useful values">
    Keep the context narrow, such as `customer_name` and `support_topic`. Specify a neutral greeting when a value is missing. Avoid including an entire account record, payment information, or authentication credentials.
  </Step>

  <Step title="Verify provider requests on the server">
    A future inbound handler must verify the provider request before looking up a customer. Follow [Twilio's webhook security guidance](https://www.twilio.com/docs/usage/webhooks/webhooks-security) and account for the exact URL and parameters used to calculate the signature. An unverified caller-supplied number must not choose a private workspace or account.
  </Step>

  <Step title="Apply your own account authorization">
    Ask for additional verification before disclosing sensitive information or taking account actions. Match the authenticated customer's permissions to each requested operation; a personalized greeting does not authorize a tool call.
  </Step>

  <Step title="Review the draft and failure behavior">
    Store example values in the agent draft and read them back. Prepare cases for unknown numbers, failed verification, slow lookups, and missing values. Use a neutral response when private context cannot be safely retrieved.
  </Step>
</Steps>

The stored `platform_settings.overrides.enable_conversation_initiation_client_data_from_webhook` flag defaults to `false`. Authoring that policy does not create an inbound handler or prove that the platform fetches values from your service. Do not enable it as a workaround for a gated runtime.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can the caller's number identify the customer by itself?" id="faq-twilio-personalization-identity">
    No. Phone numbers may be shared, recycled, or presented without proof of ownership. Apply the verification appropriate to the requested information or action.
  </Accordion>

  <Accordion title="Should missing context prevent a generic greeting?" id="faq-twilio-personalization-fallback">
    Plan a neutral greeting that does not reveal whether a private account exists. Sensitive account access still requires verification, even when a lookup succeeds.
  </Accordion>
</AccordionGroup>


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