This section will walk you through how to import the application and make final configurations for Twilio and Dialogflow.
Please note that the steps in Setting up Twilio is a prerequisite for the application import. Also, now is a good time to check that Agent Conference is set in the parent account to avoid unexpected behavior:
If you haven't already, please download the ICC Application zip from the software downloads page.
Prior to importing the application, make the following changes to the import customization file:
If you have an already existing Twilio subaccount that you would like the imported app to use, further modifications to parameters in the properties file can be made.
After making the appropriate modifications to the properties file, go through the following steps to properly import the app and ensure usability.
*Please note that this SQL file included in the package is optimized for MySQL. Modifications may need to be made for SQL Server and Oracle.
An Appian service account user must be created to authenticate requests to Appian. This user will be the means by which Twilio and Dialogflow call Appian web APIs, and is not meant to be used as an agent. Follow the steps below to properly set up the service account user.
https://<your Appian ICC site>/suite/webapi/fulfillment
The Initialize Twilio Configuration action in the ICC application is an easy way to set up all of the necessary objects and connections with Twilio to get up and running quickly. This should be done if you want to set up a Twilio subaccount from scratch.
If you would like to change the default names of any of these objects that will be created through the setup, you can modify the constants referred to in this document.
Once the service account user is properly set up, the configuration is ready to be run. This section will walk you through each step of the configuration process and the Twilio objects that are created or configured at each step.
The first step of the configuration is to specify the parent-level Twilio account that will be used for the rest of the setup process.
You can find the Account SID and Auth Token on the main page of your Twilio account. When clicking Next Appian will create the following in Twilio:
Appian will now display the credentials of the objects created to the user. This is the only time you will be able to copy these credentials. For security reasons, the setup process does NOT persist these values as constants or in the process model. It is highly recommended that you store these credentials outside of Appian in a secure manner. If you navigate away from this page prior to storing these credentials, you can navigate to your Twilio subaccount to retrieve them.
In addition to storing these credentials outside of Appian, you must also copy these values into the appropriate connected systems at this step to properly establish the connection to this newly created subaccount. On a separate tab, open Appian Designer. Navigate to the ICC Twilio Subaccount Credentials connected system and copy the username and password for the newly created subaccount into the credentials.
Repeat this process for the REST API credentials in the ICC Twilio REST API Credentials connected system.
Once these values have been correctly entered into the connected systems, navigate back to the setup and proceed to the next page. If the connected systems are not properly set up, an error will display, as the rest of the setup process depends on the connected systems being configured properly. If this occurs, please retrieve these credentials from the Twilio console and enter them into the connected systems before proceeding.
In this step, you must enter the credentials from the service account user that was created earlier. This will provide Twilio with the credentials to talk to this instance of Appian.
Once the credential are properly entered and the user clicks Create Twilio Objects, the following Twilio objects are created. As mentioned previously, you can modify the constants referred to below to change the default name of any of the objects that are created.
Following creation of these objects, you can now create workers in Twilio, which need to be associated with Appian users. These workers can also now be assigned queues in which to receive calls and chats.
When clicking Next, the following occurs with the users specified on this screen:
Only Agents are created as Twilio workers since they require integration with Twilio for telephony capabilities. Any users added as Managers are not created as workers in Twilio, but rather just placed in the managers group in Appian for permissions to view the Manager Dashboard.
Following completion of this step, the Appian users which are associated with Twilio workers can be found in the ICC_WORKER table.
This screen will allow you to review all of the Twilio objects and IDs that were created (without exposing any sensitive information). If any part of the configuration process failed, you will receive an error on this page. If any errors are displayed, please ensure that your Twilio account is properly set up. You can also find this information in the "Twilio Identifiers" report.
If you would like to test your configuration to make sure it is set up properly, follow the steps below.
If the Twilio component dynamically updates, you are properly configured! If this test was not successful, please see below for some possible troubleshooting steps.
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