'Start New Chat' Component (Twilio)

Overview

The Twilio Chat Component and Connected System Plug-ins are designed to allow Appian designers to present Appian users with a dynamic experience for initiating and participating in browser-based chat. The chat functionality is built on top of Twilio’s Chat service offerings.

Note: These plug-ins are deployed separately. If you want to use this Component Plug-in, the corresponding Connected System Plug-in must be deployed and configured.

Key Features & Functionality

Users can initiate conversations that use Twilio APIs and chat channel to engage with agents logged into Appian Intelligent Contact Center (ICC) and available to receive chats
Built using the Appian Integration SDK and embeddable using Appian Embedded UI
Allow user information/metadata to be sent to Twilio in API call for the purpose of being able to identify the initiating user during a chat session
Has the same styling as the Twilio field (the agent component in ICC) - “looks and feels” like Appian
Supports all the special characters that the Twilio field currently supports
Performance comparable to common chat clients - Ability to type responses, see the agent’s response, and view the entire conversation within the current session
Identification of who is saying and has said what
Supported on all Appian-supported browsers

Important: this component only supports the end-user initiated side of the 2-way chat. In order to have a fully functional chat system, another system component must be in place to be able to join additional parties to the rooms created by this component. Appian’s ICC Application is an example of such a system, and this component was designed with ICC specifically in mind, although the developer may use any other means of managing the Twilio chat channels and members.

subhankarb6682 9 months ago

This plugin is not loading the UI component. Getting the below error

2024-02-06 07:47:16,968 [Appian AppianServerThreadPoolProvider 8913728] WARN  com.appiancorp.suiteapi.common.GlobalIdMapReturnConverter - Skipping translationSetDesignObject in return conversion of GlobalIdMap

How to overcome the error ?

Appian AppMarket over 1 year ago
v1.1.2 Release Notes
- Latest Twilio APIs for Chat
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weiminbenjamins over 4 years ago in reply to weiminbenjamins

Issue was resolved after reconfiguring static and dynamic urls.
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weiminbenjamins over 4 years ago

Hi there,

I had some problems trying to set up this component.

So I have also imported the corresponding Connected System (https://community.appian.com/b/appmarket/posts/twilio-chat-connected-system) into my Appian environment and have entered the needed values for the Connected System (Account_SID, CHAT_SERVICE_SID, API_Key, API_Secret).

We have also configured the URLs for dynamic and static server and port.

I have tried to put the component plugin into an interface rule like the screenshot below:

However, I realised that there's no "Click Here to Chat" link appearing like the examples shown above.

Also, I tried to test the connection for the Connected System using an Integration component to test the connection, however when trying to set up the Integration object, I am getting this error:

Checking the logs, I found this error message:

Has anyone encountered this issue before?
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Scott Milton over 5 years ago

This particular 'Start New Chat' Component will always create a new channel. The existing twiliofield component is used for adding an agent to an existing chat channel, such as a channel created by this component.
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andreasv0001 over 5 years ago

Does this component allow for adding the current user to an existing channel or does it only allow for the creation of new channels?
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