Frontline Integration Service Example

This repository contains an example server-side web application that is required to use Twilio Frontline.

It creates the following routes that you will then need to add to your Twilio Frontline Console:

/callbacks/crm
/callbacks/outgoing-conversation
/callbacks/templates
/callbacks/routing
/callbacks/twilio-conversations

Detailed information can be found in the Node.js Quickstart.

Prerequisites

A Twilio Account. Don't have one? Sign up for free!
Follow the quickstart tutorial.
NodeJS (latest or LTS)
Yarn

How to start development service

# install dependencies
yarn

# copy environment variables
cp .env.example .env

# run service
yarn run start

Environment variables

# Service variables
PORT # default 5001

# Twilio account variables
TWILIO_ACCOUNT_SID=ACXXX...
TWILIO_AUTH_TOKEN

# Variables for chat configuration
TWILIO_SMS_NUMBER # Twilio number for incoming/outgoing SMS
TWILIO_WHATSAPP_NUMBER # Twilio number for incoming/outgoing Whatsapp

Setting up customers and mapping

The customer data can be configured in src/providers/customers.js.

Map between customer address + worker identity pair.

For inbound routing: Used to determine to which worker a new conversation with a particular customer should be routed to.

{
    customerAddress: workerIdentity
}

Example:

const customersToWorkersMap = {
    'whatsapp:+87654321': 'john@example.com'
}

Customers list

In the CRM callback reponse, each customer object should look like this:

Example:

const customers = [
    {
        customer_id: 98, // required
        display_name: 'Bobby Shaftoe', // required
        worker: 'joe@example.com', // required
        channels: [
            { type: 'email', value: 'bobby@example.com' },
            { type: 'sms', value: '+123456789' },
            { type: 'whatsapp', value: 'whatsapp:+123456789' }
        ],
        links: [
            { type: 'Facebook', value: 'https://facebook.com', display_name: 'Social Media Profile' }
        ],
    },
    //... more customer objects
];

Response format:

objects: {
    customers: customers
}

Troubleshooting

Port issues

If you experience issues running the Node.js server on port 5001, you can use any other free port.

You can add PORT=xxxx to the .env.

Alternatively, you can edit it here. Note that the one from the .env file will override the one on src/config.js.

thomasphorton/frontline-serverless-callbacks-aws-codepipeline