AI Agent That Carries Context Across Email, Voice, and SMS

Telnyx published a Python and Flask sample application that carries customer context across email, SMS, and voice using four Telnyx APIs — Email, Messaging, Call Control, and AI Inference — from a single API key. The agent resolves customer identity across channels via a SQLite identity registry mapping email to phone number, so a customer who emails and then calls is greeted with context such as "I see you contacted us about changing your booking. Are you calling about the same request?" The sample handles webhook events including email.received, call.initiated, call.answered, call.gather.ended, and message.received.

| 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://<id .ngrok.io/webhooks/voice - Messaging Profile → Inbound Webhook URL → https://<id .ngrok.io/webhooks/messaging - Email → Inbound Webhook URL → https://<id .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