# frontline-demo-service

**Repository Path**: mirrors_twilio/frontline-demo-service

## Basic Information

- **Project Name**: frontline-demo-service
- **Description**: No description available
- **Primary Language**: Unknown
- **License**: MIT
- **Default Branch**: main
- **Homepage**: None
- **GVP Project**: No

## Statistics

- **Stars**: 0
- **Forks**: 0
- **Created**: 2021-10-22
- **Last Updated**: 2025-08-24

## Categories & Tags

**Categories**: Uncategorized

**Tags**: None

## README

# Frontline Integration Service Example

***NOTE: Effective February 9, 2023***, Twilio Frontline is limited to existing Frontline accounts only. New and existing Twilio customers without previous access to Frontline will not be able to get Frontline through Twilio's Console nor access developer documentation.   For more information, please check out the Twilio [Frontline](https://support.twilio.com/hc/en-us/articles/12427869273627-Twilio-Frontline-Limitation-of-New-Sales-Notice-and-Information) Support documentation.

This repository contains an example server-side web application that is required to use [Twilio Frontline](https://www.twilio.com/frontline).

It creates the following routes that you will then need to add to your Twilio Frontline Console:

- `/callbacks/crm`
- `/callbacks/outgoing-conversation`
- `/callbacks/templates`
- `/callbacks/routing`
- `/callbacks/twilio-conversations`

Detailed information can be found in the [Node.js Quickstart](https://www.twilio.com/docs/frontline/nodejs-demo-quickstart).

## Prerequisites
- A Twilio Account. Don't have one? [Sign up](https://www.twilio.com/try-twilio) for free!
- Follow the [quickstart tutorial](https://www.twilio.com/docs/frontline/nodejs-demo-quickstart).
- NodeJS (latest or LTS)
- Yarn

## How to start development service

```shell script
# install dependencies
yarn

# copy environment variables
cp .env.example .env

# run service
yarn run start
```

## Environment variables

```
# Service variables
PORT # default 5001

# Twilio account variables
TWILIO_ACCOUNT_SID=ACXXX...
TWILIO_AUTH_TOKEN

# Variables for chat configuration
TWILIO_SMS_NUMBER # Twilio number for incoming/outgoing SMS
TWILIO_WHATSAPP_NUMBER # Twilio number for incoming/outgoing Whatsapp
```

## Setting up customers and mapping
The customer data can be configured in [src/providers/customers.js](src/providers/customers.js).

### Map between customer address + worker identity pair.
For inbound routing: Used to determine to which worker a new conversation with a particular customer should be routed to.

```js
{
    customerAddress: workerIdentity
}
```

Example:
```js
const customersToWorkersMap = {
    'whatsapp:+87654321': 'john@example.com'
}
```


### Customers list
In the CRM callback reponse, each [customer object](https://www.twilio.com/docs/frontline/data-transfer-objects#customer) should look like this: 

Example:
```js
const customers = [
    {
        customer_id: 98, // required
        display_name: 'Bobby Shaftoe', // required
        worker: 'joe@example.com', // required
        channels: [
            { type: 'email', value: 'bobby@example.com' },
            { type: 'sms', value: '+123456789' },
            { type: 'whatsapp', value: 'whatsapp:+123456789' }
        ],
        links: [
            { type: 'Facebook', value: 'https://facebook.com', display_name: 'Social Media Profile' }
        ],
    },
    //... more customer objects
];
```

Response format:
```plain
objects: {
    customers: customers
}
```

## Troubleshooting

### Port issues

If you experience issues running the Node.js server on port `5001`, you can use any other free port.

You can add `PORT=xxxx` to the `.env`. 

Alternatively, you can edit it [here](./src/config.js). Note that the one from the `.env` file will override the one on [src/config.js](./src/config.js).