![]() ![]() Added error handling that rejoins the original agent to the chat session should an error occur during the transfer request.Updated readme with instructions on how to run tests. Added full test suite and GitHub actions.For more details, see Keeping Plugins Up-to-Date. Updated prerequisites and deployment instructions in the README.Updated plugin to use the latest Flex plugin for the Twilio CLI. ![]() You are all set to test Chat and SMS transfers on your Flex application! Confirm that the latest version is enabled for your contact center. View your plugin in the Plugins DashboardĪfter running the suggested next step with a meaningful name and description, navigate to the Plugins Dashboard to review your recently deployed and released plugin. Run $ twilio flex:plugins:release -plugin -name "Autogenerated Release 1602189036080" -description "The description of this Flex Plugin Configuration" to enable this plugin on your Flex application □ Plugin (private) was successfully deployed using Plugins API ✔ Registering version v2.0.0 with Plugins API ✔ Registering plugin plugin-chat-sms-transfer with Plugins API ✔ Compiling a production build of plugin-chat-sms-transfer ⠧ Compiling a production build of plugin-chat-sms-transferPlugin plugin-chat-sms-transfer was successfully compiled with some warnings. ✔ Validating deployment of plugin plugin-chat-sms-transfer This ensures that the last agent to transfer the task will not receive the transfer they initiated, assuming they are transferring the Task to a queue they are already a member of.Īfter the above requirements have been met: This will be populated by the name of the agent who initiated the chat/SMS transfer. Additionally, set the targetSid to the Sid of the worker you want to transfer the chat or SMS task to. ![]() If you are routing the task to a specific worker, we recommend you have a queue like the "Everyone" queue where all workers are members of the queue. Worker or Queue Sid which will be used to determine if you are transferring to a worker or a queue.Ĭan be set to worker or queue and lets your workflow route the task to a specific agent or queue. To aid you in this, three new attributes within functions/transfer-chat.js will be added to your tasks: targetSid, transferTargetType, and ignoreAgent: Attribute It is up to you to implement the necessary TaskRouter routing rules to send the task to the specified queue or worker. Subsequent "transfer" tasks are linked to the original task to be compatible with Flex Insights reporting. Upon selecting an agent or a queue, this plugin will initiate a transfer of the chat task to the specified worker (agent) or queue.īecause Flex does not natively support chat and SMS transfers, this plugin works by creating a new task and routing it through your workflow as normal. Clicking this button opens up the default WorkerDirectory Flex component with Agents and Queues tabs. The Chat and SMS Transfers for Flex plugin adds a Transfer button near the End Chat button that comes out of the box with Flex. The unique IDs of the Flex task queues you wish to use for chat or SMS transfers - find this in the Console TaskRouter TaskQueues page. Your Flex Task Assignment workspace SID - find this in the Console TaskRouter Workspaces page. Used to create an API key for future CLI access to your Twilio Account - find this in the Console. Your primary Twilio account identifier - find this in the Console. Twilio Account SettingsĪll the config values we need to run this Flex plugin: Config Value Twilio plugins:install plugins:install contributions and improvements to this plugin are welcome! To run the tests of the plugin: npm run test. # Install the Serverless and Flex as Plugins Run the following commands to install them: Twilio CLI along with the Flex CLI Plugin and the Serverless Plugin.Node.js version 12 or later installed (type node -v in your terminal to check).npm version 5.0.0 or later installed (type npm -v in your terminal to check).Refer to the Flex Quickstart to create one. An active Twilio account with Flex provisioned.See Plugin Deployment instructions to redeploy the plugin and GitHub Issue #21 for more details on the bug. We recommend installing the latest version of the plugin in order to get this change. This will ensure that your agents don’t hit the limit of the channels they can join. Note if you have deployed this plugin between March 26 and August 11, 2020: We recently made a fix that cleans up the channels of your agents when they perform a chat or SMS transfer. To track the addition of Chat and SMS transfers as a feature, visit the Flex Release Notes page. The Chat and SMS Transfers for Flex plugin helps contact center administrators set up transferring of Chats and SMS between Agents.Īs of the writing of this document, Flex does not natively support transferring of non-voice tasks.
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