A JSON string can be sent with the enqueue response to set attributes on the task for routing purposes. Once Appian sends an enqueue response to Twilio, a task is created. For SMS, Appian sends each text to Dialogflow for intent extraction, with logic in 'ICC_UT_AI_fulfillReply' to send a response back to Twilio. For voice, the 'ICC_UT_TWIML_Dialogflow_routeVoiceCall' rule is used in this step to transfer a call to Dialogflow for virtual agent. Appian can also optionally leverage Google Dialogflow during this step.
Twilio enqueue how to#
Please refer to the Virtual Agent section for more details on how to configure virtual agent and IVR. This process will continue until Appian tells Twilio to enqueue, which will move the process along to step 4. Twilio will then send the customer response back to Appian and wait for a response.
Appian can send responses back to Twilio for IVR and voice, which will be relayed to the customer. During this step, a variety of IVR or virtual agent capabilities can be configured.The subbullets below are the Appian APIs that are called from Twilio for the different channels: Voice and SMS interactions in Twilio are configured to use the TwiML App, while chat is configured to call an API endpoint directly. The initial configuration action in the ICC App sets up a TwiML App ("Appian ICC App") in Twilio which is configured to call Appian web APIs.The routing starts when a call, SMS, or chat arrives in Twilio.
Please refer to the diagram below for an overview.
Twilio enqueue series#
There are a series of handoffs between Appian, Twilio, and Google Dialogflow when routing calls and SMS interactions. This also covers the basics of performing agent management actions from Appian. This page will outline the general design and architecture for ICC, particularly around the handoffs with Twilio and Google Dialogflow. For related Genesys information, please refer to their PureEngage documentation. This page explains routing and user management for using ICC with Twilio.
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