twilio-professional-services/plugin-chat-sms-transfer

Transfer Chat/SMS Tasks in Twilio Flex

plugin-chat-sms-transfer's Issues

CORS Issue

Hi there,

I am receiving the below CORS rejection when attempting to transfer. I'm sure I am missing something, but not sure where to look. Can anyone point me in the right direction? Thanks!

Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at [my-twiloi-url]. (Reason: header ‘user-agent’ is not allowed according to header ‘Access-Control-Allow-Headers’ from CORS preflight response).

Can't transfer webchat

Hi, I follow the instruction to implement transfer webchat feature. But I got error message when I click transfer to other agent.

Specify the need for an appConfig.js file

plugin-chat-sms-transfer % npm start

> [email protected] prestart /Users/mbermudez/plugin-chat-sms-transfer
> flex-check-start

ERROR Could not find public/appConfig.js.

Check your public/ directory for appConfig.example.js, copy it to appConfig.js and modify your Account SID and Service Base URL.

@johnfischelli - I can submit a PR for this, but want to add my GH-specific tutorial notes here.

Any way to scale queue transfer rules in taskrouter?

I can implement the transfer to individual agent rule with one filter and one expression

transferTargetType == 'worker' and worker.sid == task.targetSid respectively.

However, I can't figure out how to dynamically route to a queue without making a filter rule for each one and checking for task.targetSid == WQ6407...

(btw, please add #15 answer to the documentation, as it seem required and undocumented)

Otherwise, it's working great!

Spinning wheel after transfer

Hello,
when trying to transfer a chat to agent or queue I get spinning wheel and nothing happens, no error in Debugger, no error in Web Browser Console (see image below).
The only action I can do is to end the chat , if I try to transfer it again to queue or agent, still spinning wheel.
Any idea what could be the issue?

Max

Chat-Transfer Function Cannot be Tested Locally

When trying to test the Function locally, it will fail with a CORS error because the response to the OPTIONS request will always return a 403.

Suggestion: Add comment to clarify that workflowSid might be needed for users with multiple workflows in their Flex TaskRouter workspace

Apologies if this is the wrong channel for suggestions.

In transfer-chat.js, we have:

// create New task
    let newTask = await client.taskrouter.workspaces(context.TWILIO_WORKSPACE_SID).tasks.create({
        taskChannel: originalTask.taskChannelUniqueName,
        attributes: JSON.stringify(newAttributes)
        // workflowSid: 'WWxxx'
       // Might need to add workflowSid
    });

According to TaskRouter docs, "If there is only one Workflow defined for the Workspace that you are posting a task to, then this is an optional parameter, and that single workflow will be used."

Might be a good idea to add a comment there to let a user know that they might need to pass an additional workflowSid property.

Thanks! :)

the transfer does not work

after I click the transfer, the loading sign pop out.
loading loading loading loading...................

It doesn't work.

plugin version

Is there a way to migrate this plugin to "@twilio/flex-ui" version: "^2.0.0" ??

Update Readme details

1. Instead of npm start it should say twilio flex:plugins:start since I believe it was upgraded to CLI v4
2. Remove npm run ... refs (scripts not in package.json)
3. If you deploy the function from functions dir, the Function URL will be: https://plugin-chat-sms-transfer-**functions**-xxxx-dev.twil.io/transfer-chat (from /functions/package.json)
4. Update (or remove) "engines.node" property from /functions/package.json ?
5. Update node10 refs

Agent hearing new messages coming from transferred chat

Hi, I am having an issue. When an agent transfers one chat to another agent, he still hears every message that comes from that chat. The Flex plugin is receiving events corresponding to the previous chat that was already transferred. This is my code:

    manager.conversationsClient.on("messageAdded", (event) => {
      console.log({eventMessage: event})
        alertSound2.play();
    });

I am using Flex version 2.5.1.

Thanks in advance.

Agent exceeds Channel per user limit

Flex uses the Twilio Chat product under the hood to service the chat communication channel. The Twilio Chat product has a limitation of the number of chat channels and chat user can join. Flex sets up a chat channel for each task that is handled by an agent and automatically joins them to the channel, and handles removing them from the channel upon task completion.

Transfers were not natively supported by Flex on the chat channel (voice is 👍 ) and I aimed to solve that gap by introducing this plugin. Unfortunately one approach we initially used to handle how Flex treats chat channels and chat users during transfers resulted in agents never leaving the chat channel.

Transfer too many chat tasks, and eventually the Twilio Chat product starts to prevent you from joining more chat tasks.

Add Support for Twilio Channel Janitor Service

The Twilio Channel Janitor Service is responsible for cleaning up chat channels for completed chat tasks.

If enabled on your Flex Flow, the transfer plugin will not work because the Channel Janitor Service thinks the channel is stale as soon as the initial agent initiates the transfer.

Channel resource is associated with the old task after transfer.

It might be a good idea to change taskSid attribute of messages channel after creating a new task.

Especially if you want to use this plugin in conjunction with:
https://github.com/twilio-professional-services/example-customer-end-chat

/*
let newAttributes = JSON.parse(originalTask.attributes);
.........
.........
let newTask = await client.taskrouter.workspaces(__).tasks.create(__);

*/ 
const originalChannel = await client
    .chat
    .services(context.TWILIO_CHAT_SERVICE_SID)
    .channels(newAttributes.channelSid)
    .fetch();

let channelAttributes = JSON.parse(originalChannel.attributes);

channelAttributes.taskSid = newTask.sid;

await client
    .chat
    .services(context.TWILIO_CHAT_SERVICE_SID)
    .channels(newAttributes.channelSid)
    .update({ attributes: JSON.stringify(channelAttributes)});

but, it requires additional environment variable.

Task not assigned to a particular queue

Hi,

We are assigning the task to a queue instead of an agent, the task won't get assigned to an agent in the queue instead the task is assigned back to someone else in the old queue.

Thanks...

Incorrect env variable SERVERLESS_FUNCTION_DOMAIN in documentation/readme

Will raise PR to fix.

twilio-flex.min.js:142 Error: only absolute urls are supported

Hi I'm getting this error and don know were to look to solve it
Error: only absolute urls are supported
at plugin-chat-sms-transfer.js:11501
at new Promise ()
at new Fetch (plugin-chat-sms-transfer.js:11496)
at Fetch (plugin-chat-sms-transfer.js:11487)
at transferOverride (plugin-chat-sms-transfer.js:30222)
at plugin-chat-sms-transfer.js:30206
at e. (twilio-flex.min.js:142)
at twilio-flex.min.js:142
at Object.next (twilio-flex.min.js:142)
at twilio-flex.min.js:142
at new Promise ()
at r (twilio-flex.min.js:142)
at e.invokeAction (twilio-flex.min.js:142)
at Object. (twilio-flex.min.js:142)
at twilio-flex.min.js:142
at Object.next (twilio-flex.min.js:142)
at twilio-flex.min.js:142
at new Promise ()

Call out SSO warning

Not sure SSO configuration is required, but we should call this out. I'm working under the assumption that developers are admins. :)