> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/settings/integrations/plivo.md).

# Plivo

### What is Plivo?

Plivo integration allows you to connect BotPenguin with Plivo's powerful voice and SMS communication platform. It enables data exchange between systems, allowing you to make and receive phone calls, send SMS messages, and automate customer communication workflows seamlessly. With Plivo, you can leverage SIP trunking for reliable voice connectivity and manage your phone numbers and billing all from one platform.

***

### When should you use this?

Use this integration when:

* You want to connect BotPenguin with Plivo's voice communication services
* You need to enable outbound and inbound calling capabilities for your agents
* You are trying to automate voice-based customer interactions and workflows
* You need to manage multiple phone numbers across different regions
* You want to handle compliance requirements for phone numbers in specific countries

***

### Benefits of Plivo Integration

* 🔗 Enables seamless voice and SMS communication between BotPenguin and Plivo
* ⚡ Automates outbound and inbound call workflows with SIP trunking
* 🎯 Improves customer engagement through reliable voice connectivity
* 🔄 Ensures real-time call routing and configuration management
* 📈 Reduces communication setup complexity with integrated number management

***

### Expected Outcome

After setting this up:

* Your Plivo account will be successfully connected to BotPenguin
* Data will flow between BotPenguin ↔ Plivo
* You will be able to make and receive calls through your Plivo phone number
* Your agents will have access to both inbound and outbound calling capabilities

{% hint style="info" icon="lightbulb" %}
**Tip**: Test the integration with sample calls (both inbound and outbound) after setup to ensure everything is working correctly.
{% endhint %}

***

### 🔐 Prerequisites

Before setting up this integration, ensure you have:

* An active Plivo account (sign up at <https://www.plivo.com/>)
* Completed the Plivo onboarding process with your account
* Purchased at least one phone number from Plivo
* Admin or Owner access to your Plivo account
* Billing information added to your Plivo account (payment method on file)
* Compliance verification completed for your country (required for phone numbers)

{% hint style="warning" icon="triangle-exclamation" %}
Missing prerequisites may result in failed connections or limited functionality. Compliance requirements vary by country—ensure you have met your region's requirements before purchasing a number.
{% endhint %}

***

### How to Use Plivo Integration

#### Phase 1: Set Up Your Plivo Account

1. Visit the Plivo website at <https://www.plivo.com/> and sign up for a free Plivo account.

<figure><img src="/files/kxCISb4NaHuHcvjJ5ETm" alt=""><figcaption></figcaption></figure>

2. Complete the Plivo onboarding process to set up your account with your country information and required documentation.
3. Once verified, log into the Plivo Dashboard at <https://console.plivo.com>.

<figure><img src="/files/XU7AcrcmdshxaeuLOv7v" alt=""><figcaption></figcaption></figure>

***

#### Phase 2: Purchase a Phone Number

4. From your Plivo Dashboard home page, click on **"Phone Numbers"** in the left sidebar.

<figure><img src="/files/xnmMb01PU4ZI7y1xAfnz" alt=""><figcaption></figcaption></figure>

**5.** Click on **"Purchase Number"** button (top right) to buy a new phone number.

<figure><img src="/files/hxvixLOkHgIvWQlLF99R" alt=""><figcaption></figcaption></figure>

6. Filter the available numbers by:
   1. Country: Select the country where you want the number
   2. Capabilities: Select "**Voice**"

<figure><img src="/files/Sa8mY7ln7WG0gUwd4Nu9" alt=""><figcaption></figcaption></figure>

7. Select the phone number you want to purchase and click **"Next"**.
8. Configure the purchased number:
   1. Set an **Alias** (internal name for your reference)
   2. Under **Application Type**, select **"SIP Trunk"**
   3. Click **"Finish"** to complete the purchase

<figure><img src="/files/MWnLWat3gK7PtgMGp7hi" alt=""><figcaption></figcaption></figure>

{% hint style="warning" icon="triangle-exclamation" %}
**Important**: Compliance requirements vary by country. During onboarding, your country information and documents will be verified for compliance purposes. If your account is not yet compliant in a specific region, you may need to create a new organization or switch accounts to purchase numbers in that region.
{% endhint %}

***

#### Phase 3: Configure Billing

9. Click your **Profile Icon** (top right) and navigate to **"Billing"**.

<figure><img src="/files/c3uihtghWGWAygHOE4A5" alt=""><figcaption></figcaption></figure>

10. Click on **"Overview"** to view your billing status.
11. If no card is added, go to **"Payment Methods"** and add your billing card details. Add payment method before proceeding to the next step.
12. Click **"Add Credits"** to add prepaid credits to your account.

<figure><img src="/files/fk5uvO6gxIkvPacRMtJZ" alt=""><figcaption></figcaption></figure>

13. Select the amount of credits you need and your preferred payment method, then click **"Finish"**.

<figure><img src="/files/FrQtPJPZ3zx5Dvzpw5sI" alt=""><figcaption></figcaption></figure>

{% hint style="info" icon="lightbulb" %}
**Note**: Credit card payments include a 2% processing fee.
{% endhint %}

***

#### Phase 4: Create Inbound Trunk (For Receiving Calls)

14. In the Plivo Console, navigate to **"SIP Trunking"** → **"Inbound Trunks"** from the left menu.

<figure><img src="/files/4RE1IAWdrxZk2fqba4bC" alt=""><figcaption></figcaption></figure>

15. Click **"Create New Inbound Trunk"** and give it a descriptive name (e.g., "BotPenguin Inbound").
16. Set the Primary URI by clicking **"Add New URI"** and paste the following endpoint exactly:

```
499djd4dwq0.sip.livekit.cloud;transport=tcp
```

{% hint style="warning" icon="triangle-exclamation" %}
**Important**: The TCP transport suffix is required. Without it, the trunk will not connect properly.
{% endhint %}

<figure><img src="/files/7DFTZQfOScb9fLylzG8L" alt=""><figcaption></figcaption></figure>

17. Click **"Create Trunk"** to save your inbound trunk.

<figure><img src="/files/HfOHDMADSAj2XwoKz9sj" alt=""><figcaption></figcaption></figure>

18. Attach your phone number to the inbound trunk:
    1. Go to **"Phone Numbers"** → **"Your Numbers"**
    2. Click on the phone number you purchased
    3. Under **"Number Configuration"** → **"Application Type"**, select **"SIP Trunking"**
    4. Under **"Trunk"**, select the inbound trunk you just created

<figure><img src="/files/Ahs0xzHzXLVuiHDJ3sex" alt=""><figcaption></figcaption></figure>

19. Click **"Save Changes"**

***

#### Phase 5: Create Outbound Trunk (For Making Calls)

20. Navigate to **"SIP Trunking"** → **"Outbound Trunks"** in the Plivo Console.

<figure><img src="/files/g5hbhxDyGb3hSZrCbqhN" alt=""><figcaption></figcaption></figure>

**20.** Click **"Create New Outbound Trunk"** and give it a descriptive name (e.g., "BotPenguin Outbound").

<figure><img src="/files/QBGFpXQHtshW59TDD1UZ" alt=""><figcaption></figcaption></figure>

21. Set up authentication for your outbound trunk:
    1. Go to **"Trunk Authentication"** → **"Credentials"**
    2. Click **"Add New Credentials List"**
    3. Create a Username and a strong Password
22. Click **"Create Credential"**

<figure><img src="/files/LxGIlFx0X4PALlFyIIty" alt=""><figcaption></figcaption></figure>

{% hint style="warning" icon="triangle-exclamation" %}
**Critical**: Write down your username and password now. Plivo will not display the password again in plain text. You will need these credentials for BotPenguin configuration.
{% endhint %}

23. Click **"Create Trunk"** to save your outbound trunk.
24. From the outbound trunk details page, copy the **Termination SIP Domain** (it looks like: `yourname.sip.plivo.com`). You will need this for BotPenguin.

<figure><img src="/files/KV0Y1vDjnirZEupyVv05" alt=""><figcaption></figcaption></figure>

***

#### Phase 6: Connect to BotPenguin

25. Go to the **"Integrations"** section in BotPenguin from the left sidebar.

<figure><img src="/files/O1qm9NBecVCYQbAWiXFc" alt=""><figcaption></figcaption></figure>

26. Locate **"Plivo"** and click **"Connect"**.
27. Fill in the integration form with the following information from your Plivo account:

| Field                  | Value                                          | Where to Find It                                      |
| ---------------------- | ---------------------------------------------- | ----------------------------------------------------- |
| **Country Code**       | Your country code (e.g., +91 for India)        | Dropdown before Phone Number                          |
| **Phone Number**       | Your Plivo phone number (without country code) | Plivo → Phone Numbers → Your Numbers                  |
| **Termination URI**    | Your Termination SIP Domain                    | Plivo → Zentrunk → Outbound Trunks                    |
| **Username**           | Username from Credentials List                 | Plivo → Zentrunk → Outbound Trunks → Credentials List |
| **Password**           | Password from Credentials List                 | Plivo → Zentrunk → Outbound Trunks → Credentials List |
| **Outbound Transport** | TCP (default)                                  | Select from dropdown                                  |

<figure><img src="/files/h7jDXtrwh9M13qiMEZG3" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The Plivo Auth ID and Auth Token can be gotton from the Overview screen on Plivo
{% endhint %}

28. Click **"Configure"** to complete the integration. Installation may take up to 30 seconds.

***

### 🔄 How Data Flows (Important)

* BotPenguin sends outbound call requests → Plivo processes and initiates calls using your configured trunk
* Plivo routes inbound calls → BotPenguin receives and processes them through your inbound trunk
* Authentication happens through SIP credentials defined in your Zentrunk configuration
* Actions are triggered based on incoming calls, outbound call requests, and system events

This flow ensures reliable two-way voice communication between your agents and customers

***

### 🚫 Limitations

* **Compliance Requirements**: Phone numbers in certain countries require compliance verification before purchase. Ensure your account is compliant in your target region.
* **Regional Restrictions**: If you're not compliant in a region, you may need to create a separate organization to purchase numbers there.
* **Call Logs**: Monitor call logs in Plivo → SIP Trunking → Logs → Calls for debugging connection issues.
* **SIP Transport**: TCP transport is required for the SIP endpoint. UDP or other protocols are not supported.
* **India Region Pinning**: If using Indian phone numbers or dialing Indian numbers, region pinning must be enabled on the LiveKit side or calls will fail.

***

### Best Practices

> 💡 Always test the integration with both inbound and outbound test calls before deploying to production.

> ⚠️ Store your SIP credentials securely and never share your username/password in plain text communications.

> 🚀 Use clear, descriptive names for your inbound and outbound trunks to avoid confusion during troubleshooting.

> 🎯 Monitor Plivo logs regularly to identify and resolve connectivity or configuration issues early.

> 📋 Keep your billing information current and monitor your credit balance to ensure uninterrupted service.

> 🔄 Ensure compliance documentation is kept up-to-date, as requirements may change by region.

***

### Troubleshooting

<details>

<summary><strong>Integration not connecting</strong></summary>

**Solution:**

* Verify your credentials are correct.
* Check that your **Termination URI** matches exactly what Plivo shows (e.g., `yourname.sip.plivo.com`).
* Ensure your outbound trunk is properly created.
* Confirm your SIP credentials have been saved correctly.

</details>

<details>

<summary><strong>Inbound calls not received</strong></summary>

**Solution:**

* Verify that your phone number is attached to the correct inbound trunk.
* Navigate to: **Phone Numbers → Your Numbers → Select your number**
* Ensure:
  * **Application Type** is set to **Zentrunk**.
  * The correct **Inbound Trunk** is selected.

</details>

<details>

<summary><strong>Outbound calls not working</strong></summary>

**Solution:**

* Verify your SIP credentials are correct in BotPenguin.
* Ensure your outbound trunk has been created successfully.
* Confirm the authentication credentials are saved.
* Verify that the **Termination URI** is entered correctly.

</details>

<details>

<summary><strong>Authentication failed</strong></summary>

**Solution:**

* Reconnect and reauthorize the integration in BotPenguin.
* Verify your Plivo SIP credentials have not changed.
* Check whether your Plivo account has sufficient active credits.

</details>

<details>

<summary><strong>Calls failing after setup</strong></summary>

**Solution:**

* Check **Zentrunk → Logs → Calls** for detailed error information.
* Review **LiveKit** call logs if applicable.
* Verify your billing is active and sufficient credits are available.

</details>

<details>

<summary><strong>India number calls failing</strong></summary>

**Solution:**

If you're using Indian phone numbers or dialing Indian numbers, **Region Pinning** must be enabled for your LiveKit project.

Please contact the engineering team to enable this setting.

</details>

***

### FAQs

<details>

<summary><strong>Does the Plivo integration require coding?</strong></summary>

No. The Plivo integration can be configured entirely through BotPenguin's no-code interface. All setup is completed from the web dashboard.

</details>

<details>

<summary><strong>What authentication method does Plivo use?</strong></summary>

Plivo uses SIP (Session Initiation Protocol) authentication with a username and password. These credentials are securely stored and used for trunk authentication.

</details>

<details>

<summary><strong>Can I use multiple phone numbers with BotPenguin?</strong></summary>

Yes. You can purchase multiple phone numbers from Plivo and configure separate trunks or integrations for each number as needed.

</details>

<details>

<summary><strong>What happens if my Plivo account runs out of credits?</strong></summary>

If your Plivo account has insufficient credits, inbound and outbound calls may fail. Add credits from the Billing section of your Plivo account to restore service.

</details>

<details>

<summary><strong>Can I change my phone number after setup?</strong></summary>

Yes. You can purchase a new phone number or switch to a different trunk at any time. Simply update your BotPenguin integration settings with the new phone number and trunk configuration.

</details>

<details>

<summary><strong>Is real-time call handling supported?</strong></summary>

Yes. Plivo supports real-time SIP call routing, allowing agents to answer incoming and outgoing calls immediately.

</details>

<details>

<summary><strong>What if I need phone numbers in multiple countries?</strong></summary>

Plivo offers phone numbers in many countries. Regional compliance requirements may vary. If your account is not compliant in a specific country, you may need to submit additional verification documents or create a separate organization.

</details>

<details>

<summary><strong>How do I test the integration after setup?</strong></summary>

Test the integration by performing both of the following:

* **Inbound Test:** Call your Plivo phone number from another phone and verify that your agent receives the call.
* **Outbound Test:** Initiate an outbound call from the BotPenguin agent dashboard to your mobile phone and verify the call connects successfully.

</details>

***

### Related Articles

{% content-ref url="/pages/7sIhMYsbhldeR48FGdaq" %}
[Voice Bot](/ai-agents/creating-ai-agents-in-botpenguin/agent-settings/voice-bot.md)
{% endcontent-ref %}

***

### Support

If you still have questions for our team, write to us at **<support@botpenguin.com>**. We'll get back to you within 48 hours.

***

### 🎉 Completion

🎉 Congratulations, you have successfully set up the Plivo integration! You can now enable your agents to make and receive calls, automate voice workflows, and enhance your customer communication capabilities with reliable voice connectivity.