Access to customer context is key to a great customer experience in voice and messaging flows. As it lets you customize your interactions specific to that customer and address their needs promptly.
In this blog post, we will walk through the steps involved in connecting to Salesforce CRM database with Twilio Studio. This means, that when a customer calls into your contact center, in realtime, we can ask the CRM for more details about the caller based on their phone number. With this additional context, we can present an IVR tailored to their needs or use that information to intelligently route their call.
Before we get started, if you haven’t yet used Studio, I recommend taking a look at this getting started with Studio guide.
Flows in Studio are built with widgets which is a state or transition in our flow. In this post we will mainly use the …
The death of fax has been greatly exaggerated! Twilio Programmable Fax allows you to work with faxes using the REST APIs that you are already familiar with as a developer. Instead of loading piles of paper sheets into a machine tray we can send and receive a fax in the cloud.
Things you’ll need
Our fax should be a physical device, a machine we can put on the shelf, on our desk or next to our copy machine. There are plenty of IoT microcontrollers that we could use but for …