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Project Overview

The AI-IVR feature allows customers to create and manage their own intelligent voice bots. These bots use Twilio for telephony and Synthflow for conversation logic. Each customer will have their own isolated subaccounts in Twilio and Synthflow to ensure secure and scalable handling of calls and voice interactions.

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Scope of Testing

In Scope:
  • Creation of AI IVRs via UI/API
  • Automatic creation of Twilio and Synthflow subaccounts
  • Knowledge Base upload and management
  • Assigning AI-IVR to a phone number
  • Call routing and response logic validation
  • Billing for AI-IVR service
  • API integration between Telgea, Twilio, and Synthflow
Out of Scope:
  • Internal implementation of Synthflow NLP engine
  • Direct voice/audio quality testing (will be handled separately)
  • Manual billing override checks

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Test Objectives

  • Ensure AI-IVR can be created and is linked to Twilio/Synthflow subaccounts
  • Validate creation and assignment of knowledge base
  • Confirm proper assignment of IVR to phone numbers
  • Verify incoming call flow triggers the correct AI-IVR
  • Validate billing is applied per customer instance
  • Confirm security: data isolation across customers

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Test Components

UI – Button “New AI IVR”, form submission, knowledge base editor API – Endpoints to fetch, create, and manage AI-IVRs, subaccounts, numbers Twilio Integration – Subaccount creation, number routing, call triggers Synthflow Integration – Knowledge base setup, response logic, API communication Billing – Service charge triggered per active IVR Security & Access – Access limited to each customer’s data only

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Types of Tests

  • Functional Testing
  • Integration Testing (Twilio, Synthflow)
  • API Testing (Swagger/Postman)
  • UI Testing
  • Billing Verification
  • Edge Case Testing
  • Negative Testing
  • Regression Testing

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Test Scenarios (High-Level)

IVR Creation
  • Create new AI-IVR via UI
  • Verify subaccounts are created in both Twilio and Synthflow
Knowledge Base Management
  • Add, edit, delete knowledge entries
  • Upload document as base content
  • Link to correct IVR via API
Number Assignment
  • Assign IVR to number from available pool
  • Ensure number reflects IVR assignment
  • Check call route triggers Synthflow response
Billing
  • Verify that billing entry is created for new IVR
  • Validate amount, customer ID, timestamp
  • Ensure removal of IVR disables billing
API Integration
  • Check subaccount creation APIs:   POST /api/twilio/accounts   POST /api/synthflow/accounts
  • Check links saved in internal DB
Error Handling & Edge Cases
  • Fail gracefully if subaccount exists
  • Handle timeout/errors from Synthflow or Twilio
  • Deny access to other customers’ IVRs

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Entry & Exit Criteria

Entry:
  • Designs and API documentation available
  • Access to Swagger or Postman collection
  • Test environment configured (sandbox or staging)
Exit:
  • All critical test cases executed
  • No critical or major bugs open
  • Subaccount creation + IVR routing verified end-to-end

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Assumptions

  • Customer has at least one phone number available
  • API keys and credentials for third-party platforms are available
  • Voice flow logic is predefined in Synthflow setup

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Risks

  • Delay in third-party account creation (Twilio/Synthflow)
  • Errors in billing logic could cause over/under-charging
  • If isolation fails, data leakage between customers may occur

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Deliverables

  • Full test case suite (manual + automated if applicable)
  • Defect reports with steps to reproduce
  • Test summary report
  • API call logs and verification artifacts