Flex Conversations requires Flex UI 2.0. If you are on Flex UI 1.x, please refer to Messaging in Flex pages.
The Interactions Channels subresource represents the communication channel associated with the interaction. An interaction channel may have multiple tasks associated with it but can only have one Twilio Conversation associated.
This subresource allows you to update the status of a channel but does not support creating a channel directly. Use the Interactions resource to create a channel.
When a channel is created through the Interactions resource, a task is created and is immediately routed to Flex using the supplied TaskRouter workspace.
The unique string created by Twilio to identify an Interaction Channel resource, prefixed with UO.
The unique string created by Twilio to identify an Interaction resource, prefixed with KD.
The Interaction Channel's type. Can be: sms, email, chat, whatsapp, web, messenger, or gbm.
Note: These can be different from the task channel type specified in the Routing attributes. Task channel type corresponds to channel capacity while this channel type is the actual media type
voicesmsemailwebwhatsappchatmessengergbmThe status of this channel.
setupactivefailedclosedinactive| Parameter | Sub-fields | Description |
|---|---|---|
| Status [required] | Indicates the interaction channel status. When a channel is set to closed, all tasks are put in "wrapping" state by default unless the Routing status is set to "closed" in which case the tasks will be "completed". Value: closed | |
| Routing [optional] | The state of associated tasks. If not specified, all tasks will be set to "wrapping". | |
| status | Value: closed If closed is specified, all associated tasks will be set to "completed". |
GET https://flex-api.twilio.com/v1/Interactions/{InteractionSid}/Channels/{Sid}This lets you retrieve a single Channel instance.
The unique string created by Twilio to identify an Interaction resource, prefixed with KD.
The unique string created by Twilio to identify an Interaction Channel resource, prefixed with UO.
_10GET /Interactions/<interaction_sid>/Channels
Since only one Channel is supported in the private beta release, only one Channel will be returned.
| Parameter | Description |
|---|---|
| sid | Unique identifier for the interaction channel |
| interaction_sid | Unique identifier for the interaction |
| The channel type specified when the interaction was created. Please refer to the Interactions Properties table for possible values. | |
| links | A JSON object linking to the interaction channel's associated participants and invites |
An interaction channel (UOXXXXXX) is deleted after 180 days of inactivity, regardless of its state. Retrieving the channel after 180 days from deletion returns a 404 Not Found. Note that the initial TTL (Time to Live) period resets every time there is an update to the interaction channel, such as if an agent accepts the new task through Flex UI. Changes to the Conversations channel, such as updating conversation status or adding or removing a participant, do not reset the interaction channel's inactivity period.
POST https://flex-api.twilio.com/v1/Interactions/{InteractionSid}/Channels/{Sid}This subresource lets a developer close a channel in an interaction. When you close a channel, all tasks and reservations for all agents on the channel will be set to wrapup state. If you wish to complete the tasks, you can supply the optional routing status parameter with the value closed.
Furthermore, when you set the channel status to closed, the underlying media channel will also be closed. This changes the channel to "read-only" regardless of the routing status.
The following table illustrates the media channel and task states for a given Channel and Routing status.
| Channel status | Routing status | Resulting task state | Resulting conversation state |
|---|---|---|---|
| closed | Not specified | wrapping | closed |
| closed | closed | completed | closed |
In some cases, it is desired to keep the channel open but have the agents complete their tasks. To achieve this, use the Channel Participants subresource to modify the status of the participants rather than the channel. Note however that you will need to add more logic to ensure the next incoming message.
The unique string created by Twilio to identify an Interaction resource, prefixed with KD.
The unique string created by Twilio to identify an Interaction Channel resource, prefixed with UO.
Required. Indicates the Interaction channel's status. When a channel is set to closed, all tasks are put in the wrapping state by default unless the Routing status is set to closed in which case the tasks will be completed. When a channel is set to inactive, it is mandatory to set the Routing status as closed else the request will be invalid. Value: closed, inactive
closedinactiveIt changes the state of associated tasks. Routing status is required, When the channel status is set to inactive. Allowed Value for routing status is closed. Otherwise Optional, if not specified, all tasks will be set to wrapping.
POST https://flex-api.twilio.com/v1/Interactions/{InteractionSid}/Channels/{Sid}This subresource lets a developer close a channel in an interaction. When you close a channel, all tasks and reservations for all agents on the channel will be set to wrapup state. If you wish to complete the tasks, you can supply the optional routing status parameter with the value closed.
Furthermore, when you set the channel status to closed, the underlying media channel will also be closed. This changes the channel to "read-only" regardless of the routing status.
The following table illustrates the media channel and task states for a given Channel and Routing status.
| Channel status | Routing status | Resulting task state | Resulting conversation state |
|---|---|---|---|
| closed | Not specified | wrapping | closed |
| closed | closed | completed | closed |
In some cases, it is desired to keep the channel open but have the agents complete their tasks. To achieve this, use the Channel Participant subresource to modify the status of the participants rather than the channel. Note however that you will need to add more logic to ensure you invite the same or a new agent on the next incoming message.
The unique string created by Twilio to identify an Interaction resource, prefixed with KD.
The unique string created by Twilio to identify an Interaction Channel resource, prefixed with UO.
Required. Indicates the Interaction channel's status. When a channel is set to closed, all tasks are put in the wrapping state by default unless the Routing status is set to closed in which case the tasks will be completed. When a channel is set to inactive, it is mandatory to set the Routing status as closed else the request will be invalid. Value: closed, inactive
closedinactiveIt changes the state of associated tasks. Routing status is required, When the channel status is set to inactive. Allowed Value for routing status is closed. Otherwise Optional, if not specified, all tasks will be set to wrapping.