Salesforce voice integration with Twilio Flex

The integration of Twilio with Salesforce Service Cloud Voice (SCV) enables Salesforce representatives to make and receive calls in Salesforce using the capabilities of the Twilio platform.

Before you begin

To integrate Salesforce voice with Twilio Flex, you need access to the following resources:

• Salesforce and Agent Assist resources
• Agent Assist for Salesforce app .

• Flex account

  Follow the instructions in Twilio setup page to create a Flex account. Write down your account string identifier (SID), Twilio phone number, and Auth token.

• Google telephony platform provisioned phone number

  Follow the instructions in Google telephony platform to obtain a provisioned phone number to integrate with Twilio's Siprec connector add-on.

Step 1: Setup Twilio service cloud voice

Follow the instructions in Twilio guide to set up Salesforce SCV with Twilio as a partner telephony provider.

Step 2: Integrate Agent Assist with Twilio Flex

Follow these steps to integrate Agent Assist with Twilio Flex.

Install SIPREC connector add-on

The SIPREC connector add-on allows your Twilio Flex account to make SIPREC forks of voice call media streams to Agent Assist. Follow these steps to install the SIPREC connector add-on.

1. Navigate to Twilio Homeand enter Marketplacein the search box.

   Twilio Home

2. Click Catalog> Stream connectors> Siprec connector> Install> Add instance.

3. Navigate to the Configuretab and configure the plugin with the following details:

   • Unique name: SipRec1
   • Session recording server: sip:+<GTP-provisioned-phone-number>@216.239.36.145:5672;transport=tls;secure=true;edge=umatilla

4. Click Save.

Configure Twilio functions

Follow these steps to configure two Twilio functions, conversation-name and wrap-up .

1. Navigate to the Twilio console and enter Functionin the search box.
2. Click Functions> Create service.
3. Name the new service ui-connector-auth and click Next.
4. Click Add +> Add Function.

Follow these steps to create the conversation-name function.

1. Name the function conversation-name .
2. Click the lock and change the function visibility to Public.
3. Copy the ui-connector-auth.js code and paste it in the editor.
4. Click Save.

You can automate the call completion process with a wrap-up function and EventCallbackUrl . This eliminates the need to manually close out calls in both Salesforce and Twilio Flex. Follow these steps to create a wrap-up function to receive events through EventCallbackUrl .

1. Navigate to the Twilio console > search bar and enter Taskrouter Workspace.
2. Select Taskrouter workspaces.
3. Make a note of the SID in the workspace column.
4. Navigate to the editor and name the function wrap-up .

5. Add the following code into the editor.

   /**
   * @desc A Twilio Function that wraps up a conversation automatically to avoid agents being stuck
   * in a wrap up state while in Salesforce's Service Console.
   */
   exports.handler = function(context, event, callback) {
    const response = new Twilio.Response();
    const client = context.getTwilioClient();
   
    /**
     * @TODO Add your workspaceSid to this variable.
     */
    const workspaceSid = ""
   
    response.appendHeader('Content-Type', 'application/json');
   
    if (!event.EventType) {
      response.setBody({});
       return callback(null, response);
     }
   
     /**
      * This event is dispatched with the Event Callback Url, which is assigned in a Taskrouter Workspace's
      * Settings.
      */
     if (event.EventType === 'task.wrapup') {
      client.taskrouter.v1.workspaces(workspaceSid)
         .tasks(event.TaskSid)
         .update({
          assignmentStatus: 'completed',
          reason: 'Auto-completed via Function'
         })
         .then(() => {
           response.setBody({ status: "completed" });
           callback(null, response);
         })
         .catch(err => {
          response.setStatusCode(500);
          response.setBody({ error: err.message });
          callback(null, response);
        });
     } else {
      response.setBody({ status: "ignored" });
       callback(null, response);
     }
   };

6. Locate the variable workspaceSid , and update it with the workspace SID from the Taskrouter Workspace SID step.

7. Make note of the URL of your service. You must use the full URL of the wrap-up function in the next step.

8. Click Save> Deploy all.

9. Navigate to the Twilio console and enter Taskrouter Workspacesin the search bar.

10. Click the workspace you're using > Settings> Event callbacks> Event callback URL.

11. Enter the URL of the wrap-up function from the previous step.

12. Click Callback eventsand set it to Specific events.

13. Click Select all> Save.

Configure IVR with Flex Studio

To set up your automated phone menu, use Twilio Studio to build a call flow that initiates a SIPREC fork. That fork sends a media stream directly to Agent Assist. The call flow also makes an HTTP post to share the phone number and conversation ID with Agent Assist.

Follow these steps to configure interactive voice response (IVR) with Flex Studio.

1. Navigate to the Twilio console and enter Studioin the search box.
2. Click Studioand the studio dashboard page opens with the list of flows.

3. On the studio dashboard page you can do following:

   • Update existing flow
   • Create new flow

Update existing flow

Follow these steps in the Twilio console to update existing flows.

1. Select the flow you want to update.
2. Click Develop> Phone Numbers> Manage> Active Numbers. There should be one row in the table with the default Twilio number provisioned for your Flex Account.
3. Navigate to Voice - Studio Workflowand click Voice IVR.

Create new flow

Create new flows to make a HTTP request, run a function, fork a stream, and send to Flex. Follow these steps in the Twilio console to create HTTP request flow.

1. Navigate to the Studio dashboardpage and click Create new flow.
2. Navigate to Search widgetand enter HTTP.
3. Drag the Make HTTP requestwidget onto the flow panel.

4. Configure a widget with the following details and click Save.

   • Widget name: register_twilio
   • Request method: POST
   • Request URL:

      your-ui-connector-cloud-run-url 
     .run.app/register-app

   • Content type: Application/JSON

   • Request body:

     {
     "accountSid": " yourTwilioAccountSid 
     ",
     "authToken": " yourTwilioAccountAuthToken 
     "
     }

Follow these steps to create a run function flow.

1. Enter Run functionin the search widget.
2. Drag the Run functionwidget onto the flow panel to connect with Successand Failoutputs of the register_twilio widget.

3. Configure the run function widget with the following details:

   • Widget name: conversation_name
   • Service: ui-connector-auth
   • Environment: ui
   • Function: /conversation-name

   • Function parameters: Enter following function parameters

     • Token:

       {{ widgets.register_twilio.parsed.token }}

     • Endpoint:

        your-ui-connector-cloud-run-url 
       .run.app/conversation-name

     • Phone:

       {{ trigger.call.From | replace_first:'+','' }}

     • ConversationName :

       projects/ project 
       /locations/ location 
       /conversations/{{ trigger.call.CallSid }}

4. Click Save.

Follow these steps to create a fork stream flow.

1. Enter Fork streamin the search widget.
2. Move the Fork Stream widgetonto the flow panel to connect with Successand Failoutputs of the make HTTP request widget.

3. Configure the fork stream widget with following details:

   • Stream action: Start
   • Stream type: Siprec
   • Connector name: Siprec1
   • Tracks: Both tracks

   • Stream parameters: Enter the following stream parameters.

     • Key: conversation
     • Value:

       projects/ project-id 
       /conversations/{{trigger.call.CallSid}}

4. Click Save.

Follow these steps to create the send to Flex flow.

1. Enter Send to Flexin the search widget.
2. Move Send to Flexonto the flow panel, and connect Nextfrom Fork Streamto Send to Flex.
3. Click Send to Flex.

4. Configure the send to flex widget with following details.

   • Workflow: Choose the workflow you're using for SCV.
   • Task channel: Voice
   • Attributes:

     {"agent_assist__ConversationId__c":"{{trigger.call.CallSid}}"}

   • URL method: POST

5. Click Save> Publish.

Step 4: Configure record page for Agent Assist

Follow these steps to configure the record page for Agent Assist.

1. Create a voice call record page for Agent Assist.
2. Click Activation> App default> Assign as app default.
3. Select Twilio for service cloud voice.
4. Click Next> Save.

Step 5: Test Agent Assist integration

Follow these steps to test Agent Assist

1. Navigate to Salesforce.
2. Click apps App Launcher.
3. In the search field, enter Twilio for service cloud voice. This opens the Casespage.
4. Navigate to the Omni channelpanel and click New.
5. Click check_circle to call your Twilio Flex number. You made a note of this at the beginning.
6. Test both sides of the conversation and ensure that Agent Assist features are working as you've configured them.