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Update telephony guide #261

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16 changes: 14 additions & 2 deletions guides/telephony/overview.mdx
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Expand Up @@ -9,9 +9,21 @@ You can dial-in to your Pipecat bots, and have them dial-out too, across both PS

## Which transport should I use?

This really depends on your project. We have examples that cover both WebRTC (Daily) and Twilio (WebSockets).
This really depends on your project. We have examples that cover both WebRTC (Daily) and Twilio (WebSockets), and Pipecat supports multiple different types of media transport: local, WebSockets, WebRTC etc.

Pipecat supports multiple different types of media transport: local, WebSockets, WebRTC etc. Given the end-user will very likely be using a mobile device with varying network conditions, we strongly recommend using a WebRTC transport for production-ready experiences. Another advantage of using a WebRTC provider is that they will very likely abstract some of the complexity for handling PSTN and SIP, such as forwarding calls etc.
- Use Pipecat's native Twilio WebSockets integration for simple workflows that are only telephony-based.

- The call is managed by Twilio (or similar telephony provider), which means that the bot is not able to perform any form of complex call control. Typically Twilio-specific APIs need to be implemented (for example, when you’re already using Twilio Studio, Twilio Flex, etc).
- We strongly recommend against using WebSockets for non-telephony use cases (mobile apps, web browsers, etc.). See below.

- You must use SIP for use cases like the below. These require SIP-based call control:

- Multi-agents or multi-party calls
- Connect to legacy call centers powered by open source or cloud
- Forwarding calls, agent assist/co-pilot, warm transfers, etc.
- Supporting different telephony vendors without having telephony platform-specific code

- We strongly recommend using WebRTC for non telephony use cases — ie, mobile apps, web-based experiences. WebRTC is designed to support users on devices with varying network conditions at scale. Learn more in the Voice AI & Voice Agents Illustrated Primer [here](https://voiceaiandvoiceagents.com/#websockets-webrtc)

<Note>
**Please note:** you can configure your Pipecat bots to handle multiple
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