diff --git a/src/Infrastructure/BotSharp.Abstraction/Models/KeyValue.cs b/src/Infrastructure/BotSharp.Abstraction/Models/KeyValue.cs
index f981ba6e..81286489 100644
--- a/src/Infrastructure/BotSharp.Abstraction/Models/KeyValue.cs
+++ b/src/Infrastructure/BotSharp.Abstraction/Models/KeyValue.cs
@@ -7,4 +7,9 @@ public class KeyValue
 
     [JsonPropertyName("value")]
     public string Value { get; set; }
+
+    public override string ToString()
+    {
+        return $"Key: {Key}, Value: {Value}";
+    }
 }
diff --git a/src/Infrastructure/BotSharp.Abstraction/Repositories/Filters/ConversationFilter.cs b/src/Infrastructure/BotSharp.Abstraction/Repositories/Filters/ConversationFilter.cs
index 48a19fa6..12864ac3 100644
--- a/src/Infrastructure/BotSharp.Abstraction/Repositories/Filters/ConversationFilter.cs
+++ b/src/Infrastructure/BotSharp.Abstraction/Repositories/Filters/ConversationFilter.cs
@@ -23,15 +23,4 @@ public class ConversationFilter
     /// Check whether each key in the list is in the conversation states and its value equals to target value if not empty 
     /// </summary>
     public IEnumerable<KeyValue> States { get; set; } = new List<KeyValue>();
-}
-
-public class KeyValue
-{
-    public string Key { get; set; }
-    public string? Value { get; set; }
-
-    public override string ToString()
-    {
-        return $"Key: {Key}, Value: {Value}";
-    }
 }
\ No newline at end of file
diff --git a/src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioVoiceController.cs b/src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioVoiceController.cs
index 4f085605..733dcd43 100644
--- a/src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioVoiceController.cs
+++ b/src/Plugins/BotSharp.Plugin.Twilio/Controllers/TwilioVoiceController.cs
@@ -1,11 +1,9 @@
-using Azure.Messaging;
 using BotSharp.Abstraction.Files;
 using BotSharp.Core.Infrastructures;
 using BotSharp.Plugin.Twilio.Models;
 using BotSharp.Plugin.Twilio.Services;
 using Microsoft.AspNetCore.Http;
 using Microsoft.AspNetCore.Mvc;
-using System.Security.Cryptography;
 using Twilio.Http;
 
 namespace BotSharp.Plugin.Twilio.Controllers;
@@ -109,14 +107,14 @@ public class TwilioVoiceController : TwilioController
             else
             {
                 response = twilio.ReturnInstructions(null, $"twilio/voice/{conversationId}/receive/{seqNum}?states={states}&attempts={++attempts}", true);
-            }          
+            }
         }
         return TwiML(response);
     }
 
     [ValidateRequest]
     [HttpPost("twilio/voice/{conversationId}/reply/{seqNum}")]
-    public async Task<TwiMLResult> ReplyCallerMessage([FromRoute] string conversationId, [FromRoute] int seqNum, 
+    public async Task<TwiMLResult> ReplyCallerMessage([FromRoute] string conversationId, [FromRoute] int seqNum,
         [FromQuery] string states, VoiceRequest request)
     {
         var nextSeqNum = seqNum + 1;
@@ -166,7 +164,7 @@ public class TwilioVoiceController : TwilioController
             }
             else
             {
-                response = twilio.ReturnInstructions(new List<string> 
+                response = twilio.ReturnInstructions(new List<string>
                 {
                     $"twilio/hold-on-long-{Random.Shared.Next(1, 9)}.mp3",
                     $"twilio/typing-{Random.Shared.Next(1, 4)}.mp3" 
@@ -175,7 +173,11 @@ public class TwilioVoiceController : TwilioController
         }
         else
         {
-            if (reply.ConversationEnd)
+            if (reply.HumanIntervationNeeded)
+            {
+                response = twilio.DialCsrAgent($"twilio/voice/speeches/{conversationId}/{reply.SpeechFileName}");
+            }
+            else if (reply.ConversationEnd)
             {
                 response = twilio.HangUp($"twilio/voice/speeches/{conversationId}/{reply.SpeechFileName}");
             }
diff --git a/src/Plugins/BotSharp.Plugin.Twilio/Models/AssistantMessage.cs b/src/Plugins/BotSharp.Plugin.Twilio/Models/AssistantMessage.cs
index d53a9b0b..521dba43 100644
--- a/src/Plugins/BotSharp.Plugin.Twilio/Models/AssistantMessage.cs
+++ b/src/Plugins/BotSharp.Plugin.Twilio/Models/AssistantMessage.cs
@@ -3,6 +3,7 @@ namespace BotSharp.Plugin.Twilio.Models
     public class AssistantMessage
     {
         public bool ConversationEnd { get; set; }
+        public bool HumanIntervationNeeded { get; set; }
         public string Content { get; set; }
         public string MessageId { get; set; }
         public string SpeechFileName { get; set; }
diff --git a/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioMessageQueueService.cs b/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioMessageQueueService.cs
index 39eac1cf..4679c653 100644
--- a/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioMessageQueueService.cs
+++ b/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioMessageQueueService.cs
@@ -86,6 +86,7 @@ namespace BotSharp.Plugin.Twilio.Services
                     reply = new AssistantMessage()
                     {
                         ConversationEnd = msg.Instruction?.ConversationEnd ?? false,
+                        HumanIntervationNeeded = string.Equals("human_intervention_needed", msg.FunctionName),
                         Content = msg.Content,
                         MessageId = msg.MessageId
                     };
diff --git a/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioService.cs b/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioService.cs
index 4af517f5..fa164d99 100644
--- a/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioService.cs
+++ b/src/Plugins/BotSharp.Plugin.Twilio/Services/TwilioService.cs
@@ -133,6 +133,17 @@ public class TwilioService
         return response;
     }
 
+    public VoiceResponse DialCsrAgent(string speechPath)
+    {
+        var response = new VoiceResponse();
+        if (!string.IsNullOrEmpty(speechPath))
+        {
+            response.Play(new Uri($"{_settings.CallbackHost}/{speechPath}"));
+        }
+        response.Dial(_settings.CsrAgentNumber);
+        return response;
+    }
+
     public VoiceResponse HoldOn(int interval, string message = null)
     {
         var twilioSetting = _services.GetRequiredService<TwilioSetting>();
diff --git a/src/Plugins/BotSharp.Plugin.Twilio/Settings/TwilioSetting.cs b/src/Plugins/BotSharp.Plugin.Twilio/Settings/TwilioSetting.cs
index c7170ee2..bbf4bab3 100644
--- a/src/Plugins/BotSharp.Plugin.Twilio/Settings/TwilioSetting.cs
+++ b/src/Plugins/BotSharp.Plugin.Twilio/Settings/TwilioSetting.cs
@@ -10,4 +10,5 @@ public class TwilioSetting
     public string ApiSecret { get; set; }
     public string CallbackHost { get; set; }
     public string AgentId { get; set; }
+    public string CsrAgentNumber { get; set; }
 }