Twilio Flex is a new cloud-based contact center platform revolutionizing the call center industry through fine-tuned, customizable customer experiences. With the power of Symbl, Twilio Flex users can do even more to surface actionable outcomes with customer interactions through the Symbl API, all while using the same familiar Twilio Flex interface. It’s a win, win.

This blog post will guide you step-by-step through integrating Symbl APIs into the Twilio Flex dashboard.

Requirements

Before we can get started, you’ll need to make sure to have:

Setting up your Twilio Studio

All the configuration needed to have Symbl join your customer and agent conversations will be done through your Twilio Studio Dashboard. Navigate to Studio and create a new flow.

Twilio offers three different triggers that you can use to build out this integration. Depending on your use case, you can choose to begin the flow from either the message, call or REST API triggers.

In our example, we want Symbl to join a voice conversation when a customer calls our agent, so we will be using the incoming call and REST API triggers to build out our flow.

To get started, we will first use the ‘Split Based On’ widget to differentiate between customer calls and Symbl’s PSTN call. This will help direct your customer calls to the Twilio Agent versus Symbl’s call which should simply connect to the existing conference.

Here we are choosing the trigger.call.from as the value to split the calls on.

Now that we have identified which caller is a customer and which is Symbl, we can send the customer to a Flex agent using the ‘Send to Flex’ widget.

 

You can configure this widget based on how you want your agents to handle incoming calls.

Next, we will use the ‘Run Function’ widget to create a function that will make a POST request to invoke the REST API trigger.

 

Click on Create which will take you to https://www.twilio.com/console/functions/manage to create a new function. Select a Blank template.

Replace the starter code with the following:

 

 

Note: the URL should be your REST API trigger which you can find on your Twilio Studio page.

Next, we will create another function to call Symbl APIs and have it call the Twilio agent. Like before, create a new function with a blank template and replace the starter code with the following: 

Click save and head back to your studio. In the function widget we created, set the function URL to the name of your trigger function.
That’s all we have to do for Incoming Call trigger and now we will configure the REST API trigger flow.

Create another ‘Run Function’ widget and set the function URL to that of your start Symbl function like below:

Finally, we will use the ‘Connect Call To’ widget to connect Symbl’s call to the ongoing conference between the Twilio Agent and the customer like so:

 

And that’s all it takes to integrate Symbl into Twilio Flex! The full architecture flow should look like this:

 

Test out the integration

To test out the integration, navigate to the Flex tab and click on Launch Flex:

On your Flex dashboard, locate your Twilio phone number and call that number from your cellular device.

When the agent accepts the call, Symbl will join it and stream the conversation.

Wrapping up

At the end of the call, you will get an email with the transcript and insights generated from the conversation. You can also call the GET conversation ID to fetch the data and push it back to the Twilio Flex interface or to downstream channels like Trello, Slack, Jira, and other platforms. Oh, the possibilities!

And with that, you can now harness the power of Symbl to extend your Twilio Flex applications! To learn more about what all you can do with Symbl, check out some of our other blog posts:

Sign up with Symbl to get started.

Need additional support? You can refer to our API Docs for more information and view our sample projects on Github.

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