# AI Agent That Carries Context Across Email, Voice, and SMS > Source: > Published: 2026-10-08 19:03:55+00:00 | name | omnichannel-context-carrying | |---|---| | title | Omnichannel Context-Carrying Agent | | description | AI agent that carries customer context across email, voice, and SMS so customers never repeat themselves. Demonstrates cross-channel identity resolution with Telnyx Inference, Email, Messaging, and Call Control APIs. | | language | python | | framework | flask | | telnyx_products | | | channel | | | Email | Messaging | Voice | Call Control | AI Inference | | email | sms | voice | AI agent that carries customer context across email, voice, and SMS so customers never repeat themselves. When a customer calls after emailing, the AI greets them with: "I see you contacted us about changing your booking. Are you calling about the same request?" Telnyx is an **AI Communications Infrastructure** platform — email, messaging, voice, and AI on one private, global network. This sample uses four Telnyx APIs (Email, Messaging, Call Control, AI Inference) from a single API key to demonstrate seamless cross-channel context carrying with customer identity resolution. - **Send Email** :`POST /v2/emails` —[API reference](https://developers.telnyx.com/api/email/send-email) - **Send Message** :`POST /v2/messages` —[API reference](https://developers.telnyx.com/api/messaging/send-message) - **Create Call** :`POST /v2/calls` —[API reference](https://developers.telnyx.com/api/call-control/create-call) - **Answer Call** :`POST /v2/calls/{call_control_id}/actions/answer` —[API reference](https://developers.telnyx.com/api/call-control/answer-call) - **Speak** :`POST /v2/calls/{call_control_id}/actions/speak` —[API reference](https://developers.telnyx.com/api/call-control/speak) - **Gather Speech** :`POST /v2/calls/{call_control_id}/actions/gather` —[API reference](https://developers.telnyx.com/api/call-control/gather) - **AI Inference** :`POST /v2/ai/chat/completions` —[API reference](https://developers.telnyx.com/docs/inference/chat-completions) This app handles these webhook events: - `email.received` — Inbound email triggers AI reply flow - `call.initiated` — Incoming call triggers identity lookup and answer - `call.answered` — AI generates contextual greeting from cross-channel history - `call.speak.ended` — TTS playback finished, begins speech gathering - `call.gather.ended` — Customer speech captured, AI processes with full context - `call.hangup` — Call ended - `message.received` — Inbound SMS triggers AI reply with cross-channel context ``` Customer contacts on any channel │ │ │ Email in Call in SMS in │ │ │ ▼ ▼ ▼ ┌─────────────────────────────┐ │ Flask app.py │ │ │ │ ┌───────────────────────┐ │ │ │ Customer Identity │ │ │ │ Registry (SQLite) │ │ │ │ email ↔ phone ↔ id │ │ │ └───────────┬───────────┘ │ │ │ │ │ ┌───────────▼───────────┐ │ │ │ Cross-Channel │ │ │ │ Context Store │ │ │ │ (SQLite) │ │ │ └───────────┬───────────┘ │ │ │ │ │ ┌───────────▼───────────┐ │ │ │ Telnyx AI Inference │ │ │ │ (context-aware │ │ │ │ greeting + reply) │ │ │ └───────────┬───────────┘ │ │ │ │ │ ┌────────┼────────┐ │ │ │ │ │ │ │ Email API SMS API Voice │ └─────────────────────────────┘ │ │ │ ▼ ▼ ▼ Customer receives contextual responses on every channel ``` The key differentiator: when a customer switches channels (e.g., emails then calls), the AI resolves their identity, loads the full cross-channel conversation history, and generates a greeting that references their prior interaction — so they never have to repeat themselves. Copy `.env.example` to `.env` and fill in: | Variable | Type | Example | Required | Description | Where to get it | |---|---|---|---|---|---| | `TELNYX_API_KEY` | `string` | `KEY0123456789ABCDEF` | **yes** | Telnyx API v2 key | [Portal](https://portal.telnyx.com/api-keys) ·[CLI: `telnyx auth`](https://developers.telnyx.com/development/cli) | | `TELNYX_FROM_NUMBER` | `string` | `+15551234567` | **yes** | Telnyx phone number (SMS + Voice) | [Portal](https://portal.telnyx.com/numbers/my-numbers) | | `TELNYX_EMAIL_FROM` | `string` | `agent@yourdomain.com` | **yes** | Verified sender email | [Portal](https://portal.telnyx.com/email) | | `MESSAGING_PROFILE_ID` | `string` | `40017b7e-...` | no | Messaging profile ID | [Portal](https://portal.telnyx.com/messaging/profiles) | | `CONNECTION_ID` | `string` | `1494404757140276705` | **yes** | Call Control connection ID | [Portal](https://portal.telnyx.com/call-control/applications) | | `AI_MODEL` | `string` | `meta-llama/Llama-3.3-70B-Instruct` | no | Telnyx Inference model | [Models](https://developers.telnyx.com/docs/inference/models) | | `PORT` | `integer` | `5000` | no | HTTP server port | — | | `DB_PATH` | `string` | `conversations.db` | no | SQLite database path | — | **Agent / CLI access** — provision the resources above via the [Telnyx CLI](https://developers.telnyx.com/development/cli): ``` telnyx auth login telnyx available-phone-numbers list --country US --features sms,voice telnyx number-orders create --phone-number +15551234567 telnyx messaging-profiles create --name "Context Carrying Agent" git clone https://github.com/team-telnyx/telnyx-code-examples.git cd telnyx-code-examples/omnichannel-context-carrying-python pip install -r requirements.txt python demo/demo_server.py ``` The demo walks through "Sarah's Booking Change" — she emails about rescheduling, then calls and hears the AI greet her with full context from her email. No Telnyx credentials required. ``` git clone https://github.com/team-telnyx/telnyx-code-examples.git cd telnyx-code-examples/omnichannel-context-carrying-python cp .env.example .env # ← fill in your credentials pip install -r requirements.txt python app.py # starts on http://localhost:5000 ``` Register a customer and test the flow: ``` # Register a customer identity curl -X POST http://localhost:5000/customers/register \ -H "Content-Type: application/json" \ -d '{ "id": "cust_sarah_chen", "name": "Sarah Chen", "email": "sarah@example.com", "phone": "+15551234567" }' ``` 1. Expose your local server: ``` ngrok http 5000 ``` 2. Copy the HTTPS URL and configure in [Telnyx Portal](https://portal.telnyx.com) : - **Call Control Application** → Webhook URL →`https://.ngrok.io/webhooks/voice` - **Messaging Profile** → Inbound Webhook URL →`https://.ngrok.io/webhooks/messaging` - **Email** → Inbound Webhook URL →`https://.ngrok.io/webhooks/email` Register a customer identity for cross-channel resolution. ``` curl -X POST http://localhost:5000/customers/register \ -H "Content-Type: application/json" \ -d '{"id": "cust_001", "name": "Sarah Chen", "email": "sarah@example.com", "phone": "+15551234567"}' ``` List all registered customers. ``` curl http://localhost:5000/customers ``` View cross-channel context for a customer. ``` curl http://localhost:5000/customers/cust_001/context ``` View all cross-channel conversation history, grouped by customer. ``` curl http://localhost:5000/conversations ``` Trigger the full scripted demo journey (demo server only). ``` curl -X POST http://localhost:5555/demo/journey ``` Health check endpoint. ``` curl http://localhost:5000/health ``` Receives [Telnyx Email](https://developers.telnyx.com/docs/email) webhook events. On `email.received`: resolves customer identity by email, stores the message, and triggers AI-generated reply in a background thread. Receives [Telnyx Call Control](https://developers.telnyx.com/docs/voice/call-control) webhook events. On `call.initiated` (incoming): resolves customer by phone and answers. On `call.answered`: loads cross-channel history and generates a contextual greeting. On `call.gather.ended`: processes customer speech with full context. Receives [Telnyx Messaging](https://developers.telnyx.com/docs/messaging) webhook events. On `message.received` (inbound): resolves customer by phone, stores message, and triggers AI reply with cross-channel context. ``` python -m pytest smoke_test.py -v ``` | Issue | Cause | Fix | |---|---|---| | `401 Unauthorized` | Invalid API key | Verify `TELNYX_API_KEY` in`.env` matches your key in the[Portal](https://portal.telnyx.com/api-keys) | | Email not sending | Sender not verified | Verify your email domain in the [Telnyx Email Portal](https://portal.telnyx.com/email) | | Call not connecting | Invalid CONNECTION_ID | Verify your Call Control Application in the [Portal](https://portal.telnyx.com/call-control/applications) | | No contextual greeting | Customer not registered | Register the customer with matching email/phone via `POST /customers/register` | | Webhook not received | Server not publicly reachable | Expose with ngrok and set webhook URLs in Portal | | Unknown customer on inbound | Email/phone not in registry | Ensure the customer's email/phone matches their registration | This example is part of the [Telnyx Code Examples](https://github.com/team-telnyx/telnyx-code-examples) catalog. - **Agent signup** :[telnyx.com/agent-signup.md](https://telnyx.com/agent-signup.md) — automated account provisioning via agent mail - **Agent CLI** :[github.com/team-telnyx/ai/tree/main/cli](https://github.com/team-telnyx/ai/tree/main/cli) - **LLM-optimized docs** :[`llms-full.txt`](https://developers.telnyx.com/llms-full.txt) - **Example index** :[`llms.txt`](https://raw.githubusercontent.com/team-telnyx/telnyx-code-examples/main/llms.txt)