How to Set Up Front Lifecycle Notifications in Twilanswer

Front Voice Lifecycle Notifications is an enhanced Front notification type. Instead of a standard alert with call details and a link, it syncs richer call context into your Front inbox—including the recording, a transcript, and a summary—so your team can play the call back and review the conversation without leaving Front.

This is different from the Basic Front connection (Simple Notifications). Use Simple Notifications when you only need a standard alert. Use Front Voice Lifecycle Notifications when you want the call itself to live in Front. For the Basic setup, see How to Set Up the Basic Front Integration in Twilanswer.

What appears in Front

When a call is synced with Front Voice Lifecycle Notifications, the conversation in Front can include:

• An embedded audio player so you can play the recording in the inbox
• A Summary of the call
• A Transcript of the conversation, with speakers labeled
• Call lifecycle status (for example when the call started, ended, and when the transcript was retrieved)
• A Call back action so you can return the call from Front

Recording, transcript, and summary depend on those features being enabled for the call. For inbound routes, see How to Record and Transcribe Inbound Calls on a Call Route. For outbound dialer calls, see How to Record and Transcribe Outbound Calls in Twilanswer. Organization-wide policies are covered in How to Configure Recording and Transcription for Your Organization.

Choose a notification type

You can turn on Front Voice Lifecycle Notifications when you create a new Front channel or when you edit an existing Front channel. In the channel configuration, under Notification type, choose one of:

• Simple Notifications — The Basic Front connection. A standard notification with call details and a link to the call for incoming calls and voicemails. Covered in How to Set Up the Basic Front Integration in Twilanswer.
• Front Voice Lifecycle Notifications — The richer notification type described in this article, with recording and transcription playback directly inside Front. Marked Beta in the product.

If you are connecting Front for the first time, complete the Front inbox setup (API key, channel, and inbox routing) as described in the Basic Front integration article, then choose Front Voice Lifecycle Notifications as the notification type before you save.

Enable Front Voice Lifecycle Notifications

1. Open the Channels page
   • Go to the Twilanswer dashboard.
   • Select Channels from the sidebar.
2. Create or edit a Front channel
   • To add a new channel, click Add Channel, then under Channel Type select Front.
   • To change an existing channel, open that Front channel and click to edit it.
3. Choose Front Voice Lifecycle Notifications
   • Enter or confirm a nickname so you can identify this channel later.
   • Under Notification type, select Front Voice Lifecycle Notifications.
4. Save
   • Click Save. If this is a new Front channel, finish connecting it in Front (paste the API key, choose an inbox) and confirm the channel is Active in Twilanswer, the same way you would for the Basic Front connection.

Attach the channel to a call route’s notifications so inbound calls and voicemails sync to Front. See How to Configure Call Routes.

Sync outbound calls to Front

Outbound dialer calls can sync to Front as well. This is configured in Settings, not on the channel itself.

1. Open Settings from the sidebar.
2. Scroll to the bottom of the page, to Outbound Call Notifications.
3. Under Outbound notification channel, select a Front channel that has Front Voice Lifecycle Notifications enabled.
4. Under Outbound notification policy, choose Optional or Required.
5. Save your settings.

Optional vs required

• Optional — Users can choose whether to sync each outbound call when they place it from the dialer. Use this when some outbound calls should appear in Front and others should not.
• Required — Every outbound dialer call is synced to the selected Front channel. Users do not opt in per call.

For how outbound dialing works, see How to Dial Outbound Numbers Using Twilanswer.

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Contact sync (importing Front contacts into Twilanswer) is separate from this notification channel. See How to Set Up a Contact Sync in Twilanswer.