Let’s also take this opportunity to open the panel using our function from before.Now, we need to test whether or not there actually is a case number and incident ID associated with this call.
Below is the list of Flex Components and their defaultProps that can be modified. Twilio Flex is now able to make and receive interactions on any channel you have set up in your contact centre. See our Ready to start building your contact center? See this Once you have the CIF installed we need to configure it for Twilio Flex. See this Upon successful execution, you’ll return the temporary Token in the callback which we’ll use in the following steps in our Studio Flow.Now that we have a temporary Token we can retrieve a Contact Record. You should now be in a position to test your MVP and showcase the benefits of this solution.A few things you may want to consider to further enhance your solution are:Ready to start building your contact center? We’re going to use the We’ve called this Function Get_Contact_Record and defined the path as Below is example code you can use to retrieve a Contact record and any associated Case records:Upon successful execution, you’ll return any Contact records and any associated Case records in the callback which we’ll use throughout our Studio Flow.We used some Node dependencies in the Functions above. Twilio Flex is a contact center application platform that is programmable at every layer. Drag a “Gather Input on Call” widget onto the canvas and connect it to “Success” from the previous step. Build the future of communications. These event handlers have to be set up during the initialization, so we must wait until the client library has finished loading to be able to register them.Now that we have loaded the library, we can make some decisions about actions that we want to occur within Dynamics.At this point in the tutorial, you will have Flex sitting inside of a panel in the right hand side of the Dynamics window as per the image below:The CIF client library can set that panel state to open or closed by passing it a boolean value. Access a record: response.value[0].subject; thanks for calling Twilio. In this integration, the primary UI is centred on Dynamics as the repository for customer data. Connect on any channel Reduce costs and stay connected to customers by offering the widest breadth of channels, including Voice, SMS, WhatsApp, Facebook Messenger, LINE and WebChat.
A detailed view of this call flow is below. We now need to ensure we define these as such for our Functions to work.Now that we have our Dynamics Environment in place and access configured as well as our Twilio Functions defined we can create our Studio Flow.Below is an example Studio Flow that upon execution from an Incoming Call will invoke our “Get Dynamics Token” Function, followed by “Get_Contact_Record”, and then greet the caller by name before handing the call off to a Flex agent with the Contact record details.
Join us for a series of webinars that will teach you how to integrate Twilio Flex with systems including Salesforce, ServiceNow, Microsoft Dynamics, and more.We can’t wait to see what you create with Twilio Flex!