Send Outbound Messages with Flex Conversations Channels

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Info

Flex Conversations requires Flex UI 2.0.x. If you are on Flex UI 1.x.x, refer to the Messaging in Flex pages.

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Info

Flex Conversations currently does not support displaying the customer's WhatsApp Profile Name.

You can use the /Interactions endpoint to implement additional opportunities for agents to send an outbound SMS, WhatsApp, Chat, Email, Facebook message (Public Beta), and Google Business message (Public Beta).

Some practical examples include a "click-to-sms" or "click-to-email" functionality in your CRM integration.

Request body parameters

Property nameTypeRequiredPIIDescription

Channelobjectrequired

Not PII

The Interaction's channel.

RoutingobjectOptional

Not PII

The Interaction's routing logic.

InteractionContextSidSID<HQ>Optional

Not PII

The Interaction context sid is used for adding a context lookup sid

Pattern: ^HQ[0-9a-fA-F]{32}$Min length: 34Max length: 34

On your outbound request, you must set the initiated_by property to "agent". Also, there are specific field requirements depending on your channel type. See Interactions resource request parameters for the different properties you can set.

Outbound SMS

Node.js

Python

Java

PHP

Ruby

twilio-cli

curl


_44// Download the helper library from https://www.twilio.com/docs/node/install
_44const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
_44
_44// Find your Account SID and Auth Token at twilio.com/console
_44// and set the environment variables. See http://twil.io/secure
_44const accountSid = process.env.TWILIO_ACCOUNT_SID;
_44const authToken = process.env.TWILIO_AUTH_TOKEN;
_44const client = twilio(accountSid, authToken);
_44
_44async function createInteraction() {
_44  const interaction = await client.flexApi.v1.interaction.create({
_44    channel: {
_44      type: "sms",
_44      initiated_by: "agent",
_44      properties: {
_44        type: "sms",
_44      },
_44      participants: [
_44        {
_44          address: "+13115552368",
_44          proxy_address: "+192555512345",
_44          type: "sms",
_44        },
_44      ],
_44    },
_44    routing: {
_44      properties: {
_44        workspace_sid: "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_44        workflow_sid: "WWXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_44        queue_sid: "WQXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_44        worker_sid: "WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_44        task_channel_unique_name: "sms",
_44        attributes: {
_44          customerName: "silly name",
_44          customerAddress: "+1311-555-2368",
_44        },
_44      },
_44    },
_44  });
_44
_44  console.log(interaction.sid);
_44}
_44
_44createInteraction();

Output


_39{
_39  "sid": "KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39  "channel": {
_39    "type": "sms",
_39    "sid": "UOaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"
_39  },
_39  "routing": {
_39    "reservation": null,
_39    "properties": {
_39      "date_updated": 1634845217,
_39      "task_queue_entered_date": 1634845217,
_39      "workflow_name": "Default Fifo Workflow",
_39      "age_in_queue": 0,
_39      "task_channel_unique_name": "default",
_39      "assignment_status": "pending",
_39      "queue_name": "Sample Queue",
_39      "assignmentCounter": 0,
_39      "priority": 0,
_39      "sid": "WTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "workflow_sid": "WWaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "routing_target": "WKaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "reason": "",
_39      "attributes": "{\"customerAddress\":\"customer phone address\",\"flexChannelInviteSid\":\"KGaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"conversationSid\":\"CHaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"channelType\":\"sms\",\"customers\":{\"phone\":\"customer phone address\",\"name\":\"customer name\"},\"conversations\":{\"initiated_by\":\"customer\",\"conversation_id\":\"KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"media\":[{\"type\":\"ChatTranscript\",\"sid\":\"CHaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\"}]},\"customerName\":\"customer name\",\"flexInteractionChannelSid\":\"UOaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"initiatedBy\":\"customer\",\"flexInteractionSid\":\"KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"direction\":\"inbound\"}",
_39      "task_channel_sid": "TCaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "age": 0,
_39      "workspace_sid": "WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "timeout": 86400,
_39      "date_created": 1634845217,
_39      "addons": "{}",
_39      "queue_sid": "WQaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"
_39    }
_39  },
_39  "interaction_context_sid": null,
_39  "url": "https://flex-api.twilio.com/v1/Interactions/KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39  "links": {
_39    "channels": "https://flex-api.twilio.com/v1/Interactions/KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Channels"
_39  }
_39}

Outbound WhatsApp

Please note, creating outbound WhatsApp interactions is very similar to outbound SMS. However, you will need to create outbound templates in order for an agent to initiate contact.

Outbound WhatsApp

Node.js

Python

Java

PHP

Ruby

twilio-cli

curl


_43// Download the helper library from https://www.twilio.com/docs/node/install
_43const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
_43
_43// Find your Account SID and Auth Token at twilio.com/console
_43// and set the environment variables. See http://twil.io/secure
_43const accountSid = process.env.TWILIO_ACCOUNT_SID;
_43const authToken = process.env.TWILIO_AUTH_TOKEN;
_43const client = twilio(accountSid, authToken);
_43
_43async function createInteraction() {
_43  const interaction = await client.flexApi.v1.interaction.create({
_43    channel: {
_43      type: "whatsapp",
_43      initiated_by: "agent",
_43      properties: {
_43        type: "whatsapp",
_43      },
_43      participants: [
_43        {
_43          address: "whatsapp:+1311-555-2368",
_43          proxy_address: "whatsapp:+19251235555",
_43          type: "whatsapp",
_43        },
_43      ],
_43    },
_43    routing: {
_43      properties: {
_43        workspace_sid: "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_43        workflow_sid: "WWXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_43        queue_sid: "WQXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_43        worker_sid: "WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_43        attributes: {
_43          customerName: "Test Customer",
_43          customerAddress: "whatsapp:+1311-555-2368",
_43        },
_43      },
_43    },
_43  });
_43
_43  console.log(interaction.sid);
_43}
_43
_43createInteraction();

Output


_39{
_39  "sid": "KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39  "channel": {
_39    "type": "sms",
_39    "sid": "UOaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"
_39  },
_39  "routing": {
_39    "reservation": null,
_39    "properties": {
_39      "date_updated": 1634845217,
_39      "task_queue_entered_date": 1634845217,
_39      "workflow_name": "Default Fifo Workflow",
_39      "age_in_queue": 0,
_39      "task_channel_unique_name": "default",
_39      "assignment_status": "pending",
_39      "queue_name": "Sample Queue",
_39      "assignmentCounter": 0,
_39      "priority": 0,
_39      "sid": "WTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "workflow_sid": "WWaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "routing_target": "WKaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "reason": "",
_39      "attributes": "{\"customerAddress\":\"customer phone address\",\"flexChannelInviteSid\":\"KGaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"conversationSid\":\"CHaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"channelType\":\"sms\",\"customers\":{\"phone\":\"customer phone address\",\"name\":\"customer name\"},\"conversations\":{\"initiated_by\":\"customer\",\"conversation_id\":\"KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"media\":[{\"type\":\"ChatTranscript\",\"sid\":\"CHaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\"}]},\"customerName\":\"customer name\",\"flexInteractionChannelSid\":\"UOaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"initiatedBy\":\"customer\",\"flexInteractionSid\":\"KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa\",\"direction\":\"inbound\"}",
_39      "task_channel_sid": "TCaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "age": 0,
_39      "workspace_sid": "WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39      "timeout": 86400,
_39      "date_created": 1634845217,
_39      "addons": "{}",
_39      "queue_sid": "WQaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"
_39    }
_39  },
_39  "interaction_context_sid": null,
_39  "url": "https://flex-api.twilio.com/v1/Interactions/KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
_39  "links": {
_39    "channels": "https://flex-api.twilio.com/v1/Interactions/KDaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Channels"
_39  }
_39}

Once your interaction is created, grab the conversation SID (prefixed by CH) and pass it as a parameter when you create a conversation message.


_10curl -X POST https://conversations.twilio.com/v1/Conversations/CHXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Messages \
_10--data-urlencode "Author=agentname" \
_10--data-urlencode "Body=Hello world" \
_10-u $TWILIO_ACCOUNT_SID:$TWILIO_AUTH_TOKEN