MaestroQA directly integrates with Twilio to bring in customer conversations, namely chats, call recordings, and email threads.
MaestroQA specifically calls the following Twilio APIs to retrieve conversations across channels:
Chat - GET /Services/[ServiceSid]/Channels/[ChannelSid]/Messages
Voice - GET /Accounts/[AccountSid]/Calls/[CallSid]/Recordings
Email - GET /Conversations/[ConversationSid]/Messages
The integration is facilitated by creating a Main API Key within the Twilio console and then entering the Key + Secret into MaestroQA.