Auto-Generated Documentation for the Flex UI is now available. The auto-generated documentation is accurate and comprehensive, and so may differ from what you see in the official Flex UI documentation.
Flex UI constantly emits asynchronous events and event payloads that describe how the user is interacting with the platform. With the Flex UI Actions Framework, you can manually invoke certain actions such as completing tasks, transferring tasks, holding a current call, and many more. Each action fires a before and after event, which allows you to handle your own logic before and after the action occurs. You can also replace the default behavior of an Action with your own custom logic. As you develop Plugins, the Actions Framework will allow you to describe how you want to interact with Flex UI or any CRM Data.
Actions.registerAction registers a named action and allows you to invoke the action later. The second argument is an ActionFunction to be executed when the action is invoked. You can implement your logic in the ActionFunction.
_10import { Actions } from "@twilio/flex-ui";_10_10Actions.registerAction("AcceptTask", (payload) => {_10 // Custom Logic Goes Here_10});
Actions.invokeAction invokes actions that come out of the box with Flex, and the ones that you register. You can pass in an optional payload as a second parameter if the action needs any data when being invoked. When the named Action is invoked, it fires a before and after event.
_10import { Actions } from "@twilio/flex-ui";_10Actions.invokeAction("AcceptTask", { sid: "WRXXXXXXXXXXXXXXXXX" });
Actions.replaceAction replaces the default implementation of a named Action with your own. The replaced Action will be called with the same parameters as the original implementation, so you can add additional logic, then invoke the original action in your replacement function.
_10import { Actions } from "@twilio/flex-ui";_10_10Actions.replaceAction("AcceptTask", (payload, original) => {_10 return new Promise((resolve, reject) => {_10 alert("I have replaced this Action");_10 resolve();_10 }).then(() => original(payload));_10});
You can add and remove event listeners to events fired when an action is invoked. Every event name is the invoked Action's name prefixed with either "before" or "after".
_13import { Actions } from "@twilio/flex-ui";_13_13Actions.addListener("beforeAcceptTask", (payload, cancelActionInvocation) => {_13 // Implement logic before the AcceptTask action has been invoked_13 if (someCondition) {_13 // use this function to prevent the actual AcceptTask action from being invoked_13 cancelActionInvocation();_13 }_13});_13_13Actions.addListener("afterAcceptTask", (payload) => {_13 // Implement logic after AcceptTask action has stopped executing_13});
To remove a listener, you must provide the same function you used as an argument when registering the event. If you need to remove listeners, you should register your event listeners with a named function instead of an anonymous function.
_13import { Actions } from "@twilio/flex-ui";_13const handleBeforeAcceptTask = (payload, cancelActionInvocation) => {_13 // Implement logic before the AcceptTask action has been invoked_13};_13_13const handleAfterAcceptTask = (payload) => {_13 // Implement logic after the AcceptTask action has stopped executing_13};_13_13// Register beforeAcceptTask and afterAcceptTask events_13_13Actions.addListener("beforeAcceptTask", handleBeforeAcceptTask);_13Actions.addListener("afterAcceptTask", handleAfterAcceptTask);
You can now remove the event listeners by passing the name of the event with the original function used to register the event.
_10Actions.removeListener("beforeAcceptTask", handleBeforeAcceptTask);_10Actions.removeListener("afterAcceptTask", handleAfterAcceptTask);
For a list of all actions, visit the Actions part of the Flex UI 1.x docs. All event names take the name of the Action, prefixed with before or after. Every event name is also in camel case.
before[eventName] (for example "beforeAcceptTask"
)
Called when a named action is triggered, but before the action body is run. You can abort the action that is provided with event body.
after[eventName]
Called after the action has stopped executing.
The afterLogout
event is not supported. Once the Worker has logged out, they will be returned to the Flex login screen.
Raises a javascript alert after an Agent has clicked to accept any task.
_10flex.Actions.addListener("afterAcceptTask", (payload) => alert("Triggered after event AcceptTask"));
Generates a prompt before Task Acceptance; prevent that Action from running with an abort command if the user doesn't confirm.
_10flex.Actions.addListener("beforeAcceptTask", (payload, abortFunction) => {_10 alert("Triggered before event AcceptTask");_10 if (!window.confirm("Are you sure you want to accept the task?")) {_10 abortFunction();_10 }_10});
Replaces the original Action for AcceptTask. Injects custom logic to alert about the replacement, but executes the original Action.
_10flex.Actions.replaceAction("AcceptTask", (payload, original) => {_10 return new Promise<void>((resolve, reject) => {_10 alert("I have replaced this Action");_10 resolve();_10 }).then(() => original(payload));_10});
Registers a custom Action called MyAction
, which makes a HTTP request. We then add a listener to the action CompleteTask which then invokes this custom Action. For example this could be used to update your CRM system.
_14flex.Actions.registerAction("MyAction", (payload) => {_14 return _14 fetch("https://my.server.backend.com/test")_14 .then(response => {_14 alert("Triggered MyAction with response " + JSON.stringify(response));_14 })_14 .catch(error => {_14 console.log(error);_14 throw error;_14 });_14});_14_14_14flex.Actions.addListener("afterCompleteTask", (payload) => {return flex.Actions.invokeAction("MyAction")});
Sends a post-conversation message once the task is in a wrap-up state. Could be used to send a survey, or notify a user that the agent closed the session.
_20flex.Actions.replaceAction("WrapupTask", (payload, original) => {_20 // Only alter chat tasks:_20 if( payload.task.taskChannelUniqueName !== "chat" ) {_20 original(payload);_20 } else {_20 return new Promise(function(resolve, reject) {_20 // Send the message:_20 flex.Actions.invokeAction("SendMessage", {_20 body: 'Thanks for chatting. Your session is now closed.',_20 channelSid: payload.task.attributes.channelSid_20 }).then(response => {_20 // Wait until the message is sent to wrap-up the task:_20 resolve(original(payload));_20 });_20_20 });_20_20 }_20_20 });