You may have already built a custom chat experience with Programmable Chat or from scratch. You can integrate these chat experiences with Flex and hand off incoming Chat messages to your agents.
Custom chat integrations require a Flex Flow
Make sure this identity uniquely identifies your end user and avoid using personally identifiable information like names.
Now you need to:
- Ensure you have a relevant Message Handler. You can add Studio to the communication flow, immediately create a task, or do something else entirely depending on how you've configured your Flex Flow.
- Create a Flex Chat Channel (or reuse one if this is a return customer and you're using Long Lived channels)
- Creating a Channel will also automatically create a Chat User and place it in the Channel.
This configuration could require a minimum of four API requests, but with Flex you can do everything with a single request to Flex Chat Channels API.
Now you can use the Twilio Chat SDK to manage communications on the Chat Channel you created with Flex:
- When a message comes in, you'll receive a
messageAddedevent and can render it in your custom UI.
- When you need to send a message, the SDK includes a
sendMessage()method that you can use to publish media over the Twilio Chat Channel.