Twilio AI Footnotes
What Twilio's AI features do with your data, as Twilio publishes it. Checked October 31, 2026.
Agent access
The Twilio MCP server at https://mcp.twilio.com/docs, in public beta since May 7, 2026, only searches Twilio's public API specifications and documentation for coding agents. It cannot read or change anything in a customer's Twilio account and makes no API calls. Tools that call Twilio APIs, with OAuth, are planned. source, source 2, source 3, source 4, source 5 · checked October 31, 2026
Conversation Relay
Twilio Programmable Voice
| On by default? | Twilio AI/ML features are optional and must be enabled by the customer. source · checked October 31, 2026 |
|---|---|
| How an admin turns it off | Not published as of October 31, 2026 |
| Trains on customer data? | The speech-to-text and text-to-speech base models are not trained with customer data. Under the AI/ML Features Addendum (updated May 4, 2026), Twilio may train the features a customer uses solely for that customer's benefit and for security and abuse detection, and does not give Input to third-party providers to train their base models without separate terms. source, source 2, source 3 · checked October 31, 2026 |
| Retention | Not published as of October 31, 2026 |
| Where data is processed | Not published as of October 31, 2026 |
| Model providers | Speech providers are Deepgram, Google (Speech-to-Text and Text-to-Speech), Amazon Polly and ElevenLabs. The customer's own application, reached over a WebSocket, generates the replies. source, source 2, source 3, source 4, source 5 · checked October 31, 2026 |
| Price | Consumption: 0.07 USD per minute in the United States. source · checked October 31, 2026 |
Conversation Intelligence (classic)
Twilio Conversation Intelligence (formerly Voice Intelligence)
| On by default? | Twilio AI/ML features are optional and must be enabled by the customer. source · checked October 31, 2026 |
|---|---|
| How an admin turns it off | Not published as of October 31, 2026 |
| Trains on customer data? | Customer data does not train the OpenAI, Azure OpenAI, Deepgram, Private AI, Google or Amazon Transcribe base models. Twilio trains its own base model on customer data only if the customer opts in to the Data Logging Terms; Data Logging is off for HIPAA Projects. source, source 2, source 3 · checked October 31, 2026 |
| Retention | Data processed by Twilio's own models is kept until the customer deletes it; non-training data can be deleted at any time through the API. source, source 2 · checked October 31, 2026 |
| Where data is processed | Not published as of October 31, 2026 |
| Model providers | Twilio's own model, OpenAI, Azure OpenAI, Amazon Comprehend, Deepgram, Google Speech-to-Text, Amazon Transcribe and Private AI (now Limina); the AI/ML Features Addendum also lists ElevenLabs. source, source 2, source 3 · checked October 31, 2026 |
| Price | Consumption, US list prices: transcription 0.024 USD per minute batch or 0.027 USD streaming; language operators 0.0040 USD per minute (standard) or 0.0035 USD (text analysis); generative custom operators 0.002 USD per 1,000 input characters and 0.018 USD per 1,000 output characters. source, source 2, source 3 · checked October 31, 2026 |
Agent Copilot (public beta)
Twilio Flex
| On by default? | Twilio AI/ML features are optional and must be enabled by the customer. source · checked October 31, 2026 |
|---|---|
| How an admin turns it off | Not published as of October 31, 2026 |
| Trains on customer data? | Agent Copilot uses the vendors' default base models, which are not trained on customer data; customer data goes to the model vendors only to generate output. source, source 2 · checked October 31, 2026 |
| Retention | 30 days for customer highlights and wrap-up notes; 7 days for Ask Copilot and suggested responses. source, source 2 · checked October 31, 2026 |
| Where data is processed | Twilio's sub-processor list (updated September 2026) gives the USA as the processing location for the LLM providers it names for all AI products: Amazon Bedrock, Anthropic, Microsoft Azure and OpenAI. source, source 2, source 3, source 4 · checked October 31, 2026 |
| Model providers | OpenAI GPT-4o and GPT-4o mini and Google Speech-to-Text per the nutrition labels; the AI/ML Features Addendum also lists Anthropic models on Amazon Bedrock, Google Vertex and Limina (formerly Private AI). source, source 2, source 3 · checked October 31, 2026 |
| Price | Consumption, at public beta prices subject to change: 0.035 USD per minute on voice and 0.005 USD per message on digital channels. source, source 2, source 3 · checked October 31, 2026 |
Compliance
- HIPAA: With a signed Business Associate Agreement, Conversation Relay and Conversation Intelligence (classic) for Voice are on Twilio's HIPAA Eligible Services list (last updated June 30, 2026). Agent Copilot and Twilio Agent Connect are not HIPAA Eligible Services. source, source 2, source 3, source 4, source 5 · checked October 31, 2026
Not published by Twilio as of October 31, 2026
- EU AI Act statement (no Twilio statement found; Twilio is not on the European Commission GPAI Code of Practice or AI Pact signatory lists on the check date)
- Whether any Twilio assistant connects to outside MCP servers
- An official MCP server or agent API that acts on a customer's Twilio account (planned, per the MCP docs)
- Admin setting path for turning off Conversation Relay, Conversation Intelligence or Agent Copilot
- Retention period for Conversation Relay transcripts
Changes
No changes recorded since the first check on October 31, 2026.
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