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Task Channel Definition API

Flex is a multichannel contact center. We support a number of channels out-of-the-box, and are constantly adding more. As of version 1.0 we support the following native channels:

  • Voice
  • SMS (no media)
  • WebChat
  • Facebook Messenger (no media)
  • WhatsApp
  • LINE (no media)
  • RCS (no media)

With the Task Channel Definition API you can also add custom channels and override the behavior of existing ones.

Steps to add a custom channel

To add a custom channel, you need to make changes in the following places:

  • Add a custom channel in TaskRouter
  • Trigger the custom channel to be routed to the agent
  • Define how the custom channel is rendered in the UI with Task Channel Definition API

Task Channel Definition API

All task channels that Flex handles are defined and registered by the Task Channels API. Flex registers its default Task Channel definitions (see below), but users and plugins can register their own. When task-based components are rendered, the first matching channel definition for a given task will be used. If there is more than one channel definition match for a task, then the most recently registered definition will be used. This allows you to register a more specific channel definition to override the behavior of a general one.

See below interface TaskChannelDefinition for what can be set up. All parameters are optional; the paramaters from the Default task channel definition will be used if not specified. The most important property of a task channel definition is the isApplicable callback function. The callback receives a task as an argument and must return boolean true if this definition can be used to handle the given task.

In a task channel definition you can specify:

  • callback to determine which tasks are applicable
  • strings (templates) to use in different Flex components based on task status
  • colors to be used in task list based on task status
  • icons to be shown in task list, tabs, and canvases based on task status
  • custom components to be added to task based components if channel is applicable
  • custom components to be replaced in task based components if channel is applicable

Predefined Task Channels definitions are available via Twilio.Flex.DefaultTaskChannels objects for reference. Channels that are defined by default:

  • Call - Twilio.Flex.DefaultTaskChannels.Call
  • Chat - Twilio.Flex.DefaultTaskChannels.Chat
  • Chat SMS - Twilio.Flex.DefaultTaskChannels.ChatSms
  • Chat Line - Twilio.Flex.DefaultTaskChannels.ChatLine
  • Chat Messenger - Twilio.Flex.DefaultTaskChannels.ChatMessenger
  • Chat WhatsApp - Twilio.Flex.DefaultTaskChannels.ChatWhatsApp
  • Default - Twilio.Flex.DefaultTaskChannels.Default

It is not recommended to change Twilio.Flex.DefaultTaskChannels at runtime. You should create your own definition and register it instead.

Channel Media Type

Tasks can be rendered depending on which media type they support. We have helper functions to define custom channels that support the following media type:

  • Call - voice call based
  • Chat - messaging based like WebChat, SMS, Facebook Messenger, etc.
  • Generic - no media

Creating custom channel definitions with helper functions

Flex has the following helper functions to create channel definitions with default values for chat, call, and generic.

Chat channel creation with default chat templates:

Flex.DefaultTaskChannels.createChatTaskChannel(name: string, isApplicable: TaskChannelApplicableCb,
    icon: string | React.ReactNode = "Message", iconActive: string | React.ReactNode = "MessageBold", color: string = defaultChannelColors.chat): TaskChannelDefinition

Call channel creation with default templates:

Call channel definition uses callbacks to determine the icon and colors (based on call state and destination to render)

Flex.DefaultTaskChannels.createCallTaskChannel(name: string, isApplicable: TaskChannelApplicableCb): TaskChannelDefinition

Generic channel creation with default templates:

Flex.DefaultTaskChannels.createDefaultTaskChannel(name: string, isApplicable: TaskChannelApplicableCb,
  icon: string | React.ReactNode = "GenericTask", iconActive: string | React.ReactNode = "GenericTaskBold", color: string = defaultChannelColors.custom): TaskChannelDefinition

Registering custom channels

To register a task channel definition use:

Flex.TaskChannels.register(definition: TaskChannelDefinition, mergeWithDefaultChannel = true);

You must register your channel definitions before Flex finishes initializing.

For example:

const myOwnChatChannel = Flex.DefaultTaskChannels.createChatTaskChannel("myChat",
  (task) => task.taskChannelUniqueName === "chat" && task.attributes.somethingSpecial === "myCustom");
// can modify myOwnChatChannel here

Flex.TaskChannels.register(myOwnChatChannel);

Other API capabilities

  • Flex.TaskChannels.unregister(myOwnChatChannel); - to unregister previously registered channel
  • Flex.TaskChannels.getRegistered(); - to get all registered task channels
  • Flex.TaskChannels.getForTask(task: ITask); - to get a matching task channel definition for a task

Complete interface of TaskChannelDefinition

export enum TaskChannelCapability {
    Info = "Info", // whether channel has info panel
    Call = "Call", // whether channel has call canvas capabilities
    Chat = "Chat", // whether channel has chat canvas capabilities
    Video = "Video", // whether channel has video calling capabilities
    Wrapup = "Wrapup" // whether channel needs to go to Wrapup state before can be completed
}

export type TaskCallbackType<T> = (
    task: ITask,
    componentType: React.ComponentType,
    ...args: Array<any>
) => T;
export type TaskStatusBasedTypeBase<T> = {
    Reserved?: T;
    Assigned?: T;
    Wrapping?: T;
    Completed?: T;
    Canceled?: T;
    Pending?: T;
};
export type TaskStatusBasedType<T = string> =
    | T
    | TaskCallbackType<T>
    | TaskStatusBasedTypeBase<T>;
export type TaskChannelApplicableCb = (task: ITask) => boolean;

export type TaskChannelComponentRegistration = {
    target: keyof FlexComponents;
    component: React.ReactChild;
    options?: ContentFragmentProps;
};

export type TaskChannelComponentRemoveRequest = {
    target: keyof FlexComponents;
    key: React.Key;
    options?: RemoveComponentCallOptions;
};

/**
 * Defines a task channel
 *
 * @export
 * @interface TaskChannelDefinition
 */
export interface TaskChannelDefinition {
    // for internal usage, will be set to an array of callbacks to invoke to unregister custom components
    _registrationCallbacks?: Array<Function>;

    name: string;

  /**
   * Used in TaskList, TaskCard, Canvases
   */
    colors?: {
        main?: TaskStatusBasedType<string>;
    };

  /**
   * Returns whether this task channel is applicable for a given task.
   * @param task task instance to evaluate the channel for
   */
    isApplicable: TaskChannelApplicableCb;

  /**
   * Icons to render to the task channel
   */
    icons?: {
    /**
     * List icon to be used in TaskList and TaskCardList
     */
        list?: TaskStatusBasedType<string | React.ReactNode>;
    /**
     * Icon to be used in Tab headers if tab is not selected
     */
        main?: TaskStatusBasedType<string | React.ReactNode>;
    /**
     * Icon to be used in Tab headers if tab is selected and in Task Canvases as the main icon
     */
        active?: TaskStatusBasedType<string | React.ReactNode>;
    };

  /**
   * Templates for components
   */
    templates?: {
        IncomingTaskCanvas?: {
            firstLine?: TaskStatusBasedType<string>;
            secondLine?: TaskStatusBasedType<string>;
        };
        CallCanvas?: {
            firstLine?: TaskStatusBasedType<string>;
            secondLine?: TaskStatusBasedType<string>;
        };
        TaskListItem?: {
            firstLine?: TaskStatusBasedType<string>;
            secondLine?: TaskStatusBasedType<string>;
            extraInfo?: TaskStatusBasedType<string>;
        };
        TaskCanvasHeader?: {
            title?: TaskStatusBasedType<string>;
            endButton?: TaskStatusBasedType<string>;
        };
        TaskCard?: {
            firstLine?: TaskStatusBasedType<string>;
            secondLine?: TaskStatusBasedType<string>;
        };
        TaskInfoPanel?: {
            content: TaskStatusBasedType<string>;
        };
        Supervisor?: {
            TaskCanvasHeader?: {
                title?: TaskStatusBasedType<string>;
                endButton?: TaskStatusBasedType<string>;
            };
            TaskInfoPanel?: {
                content: TaskStatusBasedType<string>;
            };
            TaskOverviewCanvas: {
                firstLine?: TaskStatusBasedType<string>;
                secondLine?: TaskStatusBasedType<string>;
            };
        };
    };

  /**
   * Set of capabilities, used to render Tabs
   */
    capabilities: Set<TaskChannelCapability>;

  /**
   * Character limit of a message.
   */
    charLimit: number;

  /**
   * Custom components to be added for this task channel. E.g. custom Tabs.
   * Supports only components that have a static "Content" property
   */
    addedComponents?: Array<TaskChannelComponentRegistration>;

  /**
   * Custom components to be replaced for this task channel.
   * Supports only components that have a static "Content" property
   */
    replacedComponents?: Array<TaskChannelComponentRegistration>;

  /**
   * Custom components to be removed for this task channel
   */
    removedComponents?: Array<TaskChannelComponentRemoveRequest>;

  /**
   * Custom component props to be passed in if we have a matching task channel.
   * Works only for task based components.
   */
    // componentProps?: {
    //     [K in keyof FlexComponents]?: any;
    // };
}

Useful examples

Adding a Tab to custom channel

MyCallChannel.addedComponents = [
    {
        target: "TaskCanvasTabs",
        component: <MyTab
            key="myTab"
            icon={<img src="https://someimage.png" />}
            iconActive={<img src="someimage.png" />}
        />
    }
];

Replacing a component (e.g. TaskInfoPanel or MessagingCanvas)

const MyComponent = <div key="X">My Call Task Info Panel</div>;
MyCallChannel.replacedComponents = [
    { component: MyComponent, target: "TaskInfoPanel" }
];

Replacing a component conditionally

MyCallChannel.replacedComponents = [
    { component: MyComponent, target: "MessagingCanvas", options:
        { if: (props) => props.task.status === "wrapping" }
    }
];

Change strings based on task types (e.g., for end task button in the header):

myOwnChatChannel.templates.TaskCanvasHeader.endButton = {
    Assigned: "End Task",
    Reserved: undefined,
    Wrapping: "Wrap up",
    Completed: "Template1",
    Canceled: "Template2",
    Pending: "Template3"
};

Removing a component conditionally (e.g., remove action button from TaskListItem if task is in state "wrapping")

Flex.DefaultTaskChannels.Call.removedComponents = [{
    target: "TaskCanvasHeader",
    key: "actions",
    options: {
        if: (props) => props.task.status === "wrapping"
    }
}];
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