Send Outbound Messages with Flex Conversations Channels

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Info

Flex Conversations requires Flex UI 2.0. If you are on Flex UI 1.x, please refer to Messaging in Flex pages.

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Info

Flex Conversations currently does not support displaying the customer's WhatsApp Profile Name.

You can use the /Interactions endpoint to implement additional opportunities for agents to send an outbound SMS, WhatsApp, Chat, Email, Facebook message (Public Beta), and Google Business message (Public Beta).

Some practical examples include a "click-to-sms" or "click-to-email" functionality in your CRM integration.

Request body parameters

Channeltype: objectNot PII

Required

The Interaction's channel.

Routingtype: objectNot PII

Required

The Interaction's routing logic.

InteractionContextSidtype: SID<HQ>Not PII

The Interaction context sid is used for adding a context lookup sid

On your outbound request, you must set the initiated_by property to "agent". Also, there are specific field requirements depending on your channel type. See Interactions resource request parameters for the different properties you can set.

Outbound SMS

Node.js

Python

Java

PHP

Ruby

twilio-cli

curl


_35// Download the helper library from https://www.twilio.com/docs/node/install
_35// Find your Account SID and Auth Token at twilio.com/console
_35// and set the environment variables. See http://twil.io/secure
_35const accountSid = process.env.TWILIO_ACCOUNT_SID;
_35const authToken = process.env.TWILIO_AUTH_TOKEN;
_35const client = require('twilio')(accountSid, authToken);
_35
_35client.flexApi.v1.interaction
_35                 .create({channel: {
_35                    type: 'sms',
_35                    initiated_by: 'agent',
_35                    properties: {
_35                      type: 'sms'
_35                    },
_35                    participants: [
_35                      {
_35                        address: '+13115552368',
_35                        proxy_address: '+192555512345',
_35                        type: 'sms'
_35                      }
_35                    ]
_35                  }, routing: {
_35                    properties: {
_35                      workspace_sid: 'WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX',
_35                      workflow_sid: 'WWXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX',
_35                      queue_sid: 'WQXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX',
_35                      worker_sid: 'WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX',
_35                      task_channel_unique_name: 'sms',
_35                      attributes: {
_35                        customerName: 'silly name',
_35                        customerAddress: '+1311-555-2368'
_35                      }
_35                    }
_35                  }})
_35                 .then(interaction => console.log(interaction.sid));

Output


_35{
_35  "sid": "KDXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_35  "channel": {
_35    "type": "sms",
_35    "initiated_by": "agent",
_35    "properties": {
_35      "type": "sms"
_35    },
_35    "participants": [
_35      {
_35        "address": "+13115552368",
_35        "proxy_address": "+192555512345",
_35        "type": "sms"
_35      }
_35    ]
_35  },
_35  "routing": {
_35    "properties": {
_35      "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_35      "workflow_sid": "WWXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_35      "queue_sid": "WQXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_35      "worker_sid": "WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_35      "task_channel_unique_name": "sms",
_35      "attributes": {
_35        "customerName": "silly name",
_35        "customerAddress": "+1311-555-2368"
_35      }
_35    }
_35  },
_35  "interaction_context_sid": null,
_35  "url": "https://flex-api.twilio.com/v1/Interactions/KDXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_35  "links": {
_35    "channels": "https://flex-api.twilio.com/v1/Interactions/KDXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels"
_35  }
_35}

Outbound WhatsApp

Please note, creating outbound WhatsApp interactions is very similar to outbound SMS. However, you will need to create outbound templates in order for an agent to initiate contact.