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Callback Versions

On October 5, 2021, Twilio Frontline introduced V2 of its callbacks. This new version of callbacks includes additional security measures and updates to make callback behavior more consistent with other Twilio webhooks.

Any account that created its SSO configuration after October 5, 2021 will automatically use V2 callbacks.

Any account that created its SSO configuration prior to October 5, 2021 will use V1 callbacks until the account upgrades to V2.

V1 callbacks will continue to be supported until April 27, 2022. On April 27, 2022, any account that has not manually upgraded will be automatically upgraded. V2 callbacks include breaking changes. If you upgrade to V2 without also updating your integration service, functionality related to inbound/outbound routing, CRM integration, and templates will be impacted.

Once you’ve made the following updates to your integration service, you can upgrade to V2 callbacks from within the Frontline console.

Required changes to support V2 callbacks:

If you are using Frontline Integration Service Example, you can see the changes in Github.

1. Callback validation

V2 callbacks will no longer have a Token body parameter or X-Twilio-Token header. Instead, all calback requests will have an X-Twilio-Signature header like other Twilio Callbacks. See Callbacks Security for more information and tutorials.

2. Content Type of requests

V2 Callbacks will have request body parameters in application/x-www-form-urlencoded form similar with other Twilio Callbacks instead of application/json.

Please update your Frontline Integration Service to support application/x-www-form-urlencoded body for Frontline Callbacks. Note that this is only for request parameters, and the expected response type is still application/json. If you are using the Frontline Integration Service Example, it is already supported, and no additional action needed.

3. Location is now a body parameter

Location parameter will be sent as a body parameter instead of a query parameter, as it was in V1 callbacks. It has also been renamed from location to Location to match the format of other parameters.

4. GetProxyAddress request parameters

Instead of the Channel object, GetProxyAddress now have ChannelType and ChannelValue. These are strings and should match the Channel object.

Request params:

Parameter name Type Description
CustomerId string Customer ID provided by the server
ChannelType string The channel type. It can be sms, whatsapp, chat
ChannelValue string The channel address. Example: +123456789 or whatsapp:+123456789

See GetProxyAddress for more information.

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