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Preset and Auto-Responses in Flex

By Twilio

  • COVID use case
  • Flex
  • Twilio
  • Applications

This plugin allows your agent to quickly send commonly-used text snippets to customer’s messages. This plugin also lets them set a predefined message, the moment they get paired to chat with a customer.

  • Create predefined message sent by the answering agent as soon as they accept a task
  • Build UI below the Chat Input field to enable Agents to select from a list of predefined canned responses
  • Automatically send the selected predefined response as a chat or SMS to the customer 

Step 1:

To get started you will need the following:

A Twilio account with a Flex environment provisioned. Create your Flex Account

NPM version 5.0.0 or later installed (npm -v)

Node version 8.0.0 or later installed (node -v)

Step 2:

Configure your local environment to use Flex plugins by using the node module create-flex-plugin.  Read more

npm install -g create-flex-plugin
create-flex-plugin plugin-agent-autoresponse --template https://github.com/twilio-labs/plugin-agent-autoresponse


Step 3:

Install the dependencies of the plugin. Read more

npm install

Run and test the plugin locally by spinning up a local web-server.

npm start

Step 4:

Deploy your Flex Plugin. Read more

npm run deploy

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