diff --git a/.env-sample b/.env-sample new file mode 100644 index 0000000..f422f5f --- /dev/null +++ b/.env-sample @@ -0,0 +1,2 @@ +#name of the service desk class to be instantiated. Ex: ExampleServiceDesk, TwilioFlex, GenesysServiceDesk +SERVICE_DESK_CLASS=ExampleServiceDesk \ No newline at end of file diff --git a/CHANGELOG.md b/CHANGELOG.md index 143e0df..51d147a 100644 --- a/CHANGELOG.md +++ b/CHANGELOG.md @@ -7,3 +7,10 @@ All notable changes to this project will be documented in this file. See [standa ### Features - Add Genesys PureCloud integration example ([1bb6d65](/~https://github.com/watson-developer-cloud/assistant-web-chat-service-desk-starter/commit/1bb6d6556df7429f2a8cd2203a5b641bb38b7751)) + +## 2.0.0 (2020-10-22) + +### Features + +- Add Twilio Flex integration example +- BREAKING CHANGE: Make buildEntry getInstance environment variable driven \ No newline at end of file diff --git a/README.md b/README.md index be13e3d..d3209b7 100644 --- a/README.md +++ b/README.md @@ -56,7 +56,15 @@ In order to make this project available to your web chat, you simply need to pas ## Development -To set up your development environment, first fork this repository. Then run `npm run dev` to get a development environment running in your browser on port `9000`. +To set up your development environment, first fork this repository. + +Copy `.env-sample` to `.env` and change the `SERVICE_DESK_CLASS` variable to run the target service desk implementation. If you do not provide any value, it will run the Mock service desk that we provide by default. + +If you want to run twilio flex, then `src/middleware` folder has a `flex` folder which has instructions on how to run the middleware. + +Run `npm install` + +Then run `npm run dev` to get a development environment running in your browser on port `9000`. The files you will be editing are in the `src` directory, starting with the [buildEntry.ts](./src/buildEntry.ts) file. This script returns the `WebChatServiceDeskFactory` function that is available at `window.WebChatServiceDeskFactory` when this file is built. This function is what you will pass into the web chat configuration object as the `serviceDeskFactory`. diff --git a/package-lock.json b/package-lock.json index 696ef25..feb8e34 100644 --- a/package-lock.json +++ b/package-lock.json @@ -3562,8 +3562,7 @@ "async-limiter": { "version": "1.0.1", "resolved": "https://registry.npmjs.org/async-limiter/-/async-limiter-1.0.1.tgz", - "integrity": "sha512-csOlWGAcRFJaI6m+F2WKdnMKr4HhdhFVBk0H/QbJFMCr+uO2kwohwXQPxw/9OCxp05r5ghVBFSyioixx3gfkNQ==", - "dev": true + "integrity": "sha512-csOlWGAcRFJaI6m+F2WKdnMKr4HhdhFVBk0H/QbJFMCr+uO2kwohwXQPxw/9OCxp05r5ghVBFSyioixx3gfkNQ==" }, "asynckit": { "version": "0.4.0", @@ -3757,6 +3756,24 @@ "babel-preset-current-node-syntax": "^0.1.2" } }, + "babel-runtime": { + "version": "6.26.0", + "resolved": "https://registry.npmjs.org/babel-runtime/-/babel-runtime-6.26.0.tgz", + "integrity": "sha1-llxwWGaOgrVde/4E/yM3vItWR/4=", + "dev": true, + "requires": { + "core-js": "^2.4.0", + "regenerator-runtime": "^0.11.0" + 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"platform": "^1.3.5", + "uuid": "^3.2.1", + "ws": "^5.1.0" + }, + "dependencies": { + "ws": { + "version": "5.2.2", + "resolved": "https://registry.npmjs.org/ws/-/ws-5.2.2.tgz", + "integrity": "sha512-jaHFD6PFv6UgoIVda6qZllptQsMlDEJkTQcybzzXDYM1XO9Y8em691FGMPmM46WGyLU4z9KMgQN+qrux/nhlHA==", + "requires": { + "async-limiter": "~1.0.0" + } + } + } + }, "type-check": { "version": "0.4.0", "resolved": "https://registry.npmjs.org/type-check/-/type-check-0.4.0.tgz", @@ -19929,6 +20074,11 @@ "integrity": "sha512-JZnDKK8B0RCDw84FNdDAIpZK+JuJw+s7Lz8nksI7SIuU3UXJJslUthsi+uWBUYOwPFwW7W7PRLRfUKpxjtjFCw==", "dev": true }, + "xmlhttprequest": { + "version": "1.8.0", + "resolved": "https://registry.npmjs.org/xmlhttprequest/-/xmlhttprequest-1.8.0.tgz", + "integrity": "sha1-Z/4HXFwk/vOfnWX197f+dRcZaPw=" + }, "xtend": { "version": "4.0.2", "resolved": "https://registry.npmjs.org/xtend/-/xtend-4.0.2.tgz", diff --git a/package.json b/package.json index 8937c06..424965e 100644 --- a/package.json +++ b/package.json @@ -12,6 +12,7 @@ ], "dependencies": { "@babel/runtime": "^7.10.4", + "twilio-chat": "^4.0.0", "uuid": "^3.3.3" }, "devDependencies": { @@ -27,8 +28,10 @@ "@typescript-eslint/eslint-plugin": "^3.6.0", "@typescript-eslint/parser": "^3.6.0", "babel-loader": "^8.1.0", + "babel-runtime": "^6.26.0", "commitizen": "^4.2.1", "cz-conventional-changelog": "^3.3.0", + "dotenv-webpack": "^4.0.0", "eslint": "^7.4.0", "eslint-config-airbnb": "^18.2.0", "eslint-config-airbnb-base": "^14.2.0", diff --git a/src/actualServiceDeskExamples/genesysPureCloud/README.md b/src/actualServiceDeskExamples/genesysPureCloud/README.md index ca41bea..c1774d4 100644 --- a/src/actualServiceDeskExamples/genesysPureCloud/README.md +++ b/src/actualServiceDeskExamples/genesysPureCloud/README.md @@ -12,7 +12,7 @@ The client side component manages the communication between the end user and the ## Setting it up 0. If you haven't already, follow the setup steps in the root-level [README](../../../README.md) to ensure you can run an instance of [ExampleServiceDesk](../../serviceDesks/exampleServiceDesk.ts). -1. Rename [purecloudSetup-sample.ts](./purecloudSetup-sample.ts) to `purecloudSetup.ts` and populate with your organization information. +1. Update [purecloudSetup.ts](./purecloudSetup.ts) to populate with your organization information. - `DEPLOYMENT_ID` -> [create a web chat widget v1.1](https://help.mypurecloud.com/articles/create-a-widget-for-web-chat/) - `ORGANIZATION_ID` -> [find my organization ID](https://help.mypurecloud.com/faq/how-do-i-find-my-organization-id/) diff --git a/src/actualServiceDeskExamples/genesysPureCloud/purecloudSetup-sample.ts b/src/actualServiceDeskExamples/genesysPureCloud/purecloudSetup.ts similarity index 100% rename from src/actualServiceDeskExamples/genesysPureCloud/purecloudSetup-sample.ts rename to src/actualServiceDeskExamples/genesysPureCloud/purecloudSetup.ts diff --git a/src/buildEntry.ts b/src/buildEntry.ts index 3316599..c401df1 100644 --- a/src/buildEntry.ts +++ b/src/buildEntry.ts @@ -11,8 +11,9 @@ * specific language governing permissions and limitations under the License. * */ - -import { ExampleServiceDesk } from './serviceDesks/exampleServiceDesk'; // You should replace this with your own service desk. +import { GenesysServiceDesk } from './actualServiceDeskExamples/genesysPureCloud/genesysServiceDesk'; +import { ExampleServiceDesk } from './serviceDesks/exampleServiceDesk'; +import { TwilioFlex } from './serviceDesks/twilioFlex'; import { ServiceDesk, ServiceDeskFactoryParameters } from './types/serviceDesk'; /** @@ -26,7 +27,13 @@ import { ServiceDesk, ServiceDeskFactoryParameters } from './types/serviceDesk'; * @param parameters ServiceDeskFactoryParameters passed from web chat into service desk. */ function WebChatServiceDeskFactory(parameters: ServiceDeskFactoryParameters): ServiceDesk { - return new ExampleServiceDesk(parameters); + return getInstance(parameters); +} + +function getInstance(parameters: ServiceDeskFactoryParameters): TwilioFlex | ExampleServiceDesk | GenesysServiceDesk { + const serviceDeskClass: string = process.env.SERVICE_DESK_CLASS || 'ExampleServiceDesk'; + const constructors: any = { TwilioFlex, ExampleServiceDesk, GenesysServiceDesk }; + return new constructors[serviceDeskClass](parameters); } export default WebChatServiceDeskFactory; diff --git a/src/middleware/flex/.env-sample b/src/middleware/flex/.env-sample new file mode 100644 index 0000000..8365a76 --- /dev/null +++ b/src/middleware/flex/.env-sample @@ -0,0 +1,18 @@ +#twilio Account ID +ACCOUNT_ID='ACXXXXXX' + +#twilio Auth Token +AUTH_TOKEN='XXXX' + +#Flex custom Flow id +FLEX_FLOW_ID='FOXXXXX' + +#twilio API Key +API_KEY='SKXXXXX' + +#twilio API Secret +API_SECRET='XXXX' + +#Twilio Chat Service Id +CHAT_SERVICE_ID='ISXXXXXXX' + \ No newline at end of file diff --git a/src/middleware/flex/README.md b/src/middleware/flex/README.md new file mode 100644 index 0000000..64bb19d --- /dev/null +++ b/src/middleware/flex/README.md @@ -0,0 +1,50 @@ +twilio-flex +====================== + +### Running the twilio flex middleware + +##### Prerequisites +You need to have a Twilio flex instace created and must have privileges to access account information. + +The integration is implemented on the basis of the concepts mentioned [here](https://www.twilio.com/blog/add-custom-chat-channel-twilio-flex). As such you need to be familiar with the Twilio concepts such as Programmable Chats, Flex, Flows, Channels, Studio, Taskrouter etc. + +The following are some useful guides on Twilio Flex custom chat implementation: + +* [https://www.twilio.com/blog/add-custom-chat-channel-twilio-flex](https://www.twilio.com/blog/add-custom-chat-channel-twilio-flex) +* [https://www.twilio.com/docs/flex/developer/messaging-orchestration/integrate-custom-chat-client](https://www.twilio.com/docs/flex/developer/messaging-orchestration/integrate-custom-chat-client) +* [https://www.twilio.com/blog/2018/05/building-a-chat-with-twilio-lit.html-parcel-and-typescript.html](https://www.twilio.com/blog/2018/05/building-a-chat-with-twilio-lit.html-parcel-and-typescript.html) +* [/~https://github.com/vernig/twilio-flex-custom-webchat](/~https://github.com/vernig/twilio-flex-custom-webchat) + +##### Set credentials + +1. Copy `.env.sample` to `.env` +2. Plug your credentials into `.env` + +You can find the following credentials in your Twilio Console: + +| Config Value | Description | +| :------------- |:------------- | +`ACCOUNT_ID` | Your primary Twilio Flex account SID - find this [in the console here](https://www.twilio.com/console/project/settings). +`AUTH_TOKEN` | Your auth token for the twilio flex project - find this [in the console here](https://www.twilio.com/console/project/settings). More info [here](https://support.twilio.com/hc/en-us/articles/223136027-Auth-Tokens-and-How-to-Change-Them) +`FLEX_FLOW_ID` | Custom Flex flow SID. You need to use the twilio CLI to create a `custom` flex flow as described [here](https://www.twilio.com/blog/add-custom-chat-channel-twilio-flex) +`API_KEY` | API keys to access Flex APIs. You can generate [here](https://www.twilio.com/console/project/api-keys) in the _Create a new Flex Flow_ section +`API_SECRET` | secret for the `API_KEY`. +`CHAT_SERVICE_ID` | Programmable chat service SID available [here](https://www.twilio.com/console/chat/services) +##### Install dependencies + +``` +$ npm install +``` + +##### Run server + +``` +$ npm run dev +``` + +#### Routing +This example implementation does not take an opinion on how you should implement your contact center routing on twilio. The following documentation has information on how the routing is supported in flex and you should change the code necessary to implement the routing. + +* [https://www.twilio.com/docs/flex/developer/routing](https://www.twilio.com/docs/flex/developer/routing) +* [https://www.twilio.com/docs/flex/quickstart/flex-routing-skills](https://www.twilio.com/docs/flex/developer/routing) + diff --git a/src/middleware/flex/package-lock.json b/src/middleware/flex/package-lock.json new file mode 100644 index 0000000..0aa8a8f --- /dev/null +++ b/src/middleware/flex/package-lock.json @@ -0,0 +1,2150 @@ +{ + "name": "flex", + "version": "1.0.0", + "lockfileVersion": 1, + "requires": true, + "dependencies": { + "@sindresorhus/is": { + "version": "0.14.0", + "resolved": "https://registry.npmjs.org/@sindresorhus/is/-/is-0.14.0.tgz", + "integrity": "sha512-9NET910DNaIPngYnLLPeg+Ogzqsi9uM4mSboU5y6p8S5DzMTVEsJZrawi+BoDNUVBa2DhJqQYUFvMDfgU062LQ==", + "dev": true + }, + "@szmarczak/http-timer": { + 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"keywords": [], + "author": "", + "license": "MIT", + "dependencies": { + "cors": "^2.8.5", + "dotenv": "^8.2.0", + "express": "^4.17.1", + "twilio": "^3.49.3", + "typescript": "^4.0.3" + }, + "devDependencies": { + "@types/cors": "^2.8.7", + "@types/express": "^4.17.8", + "@types/twilio": "^2.11.0", + "concurrently": "^5.3.0", + "nodemon": "^2.0.4" + } +} diff --git a/src/middleware/flex/src/config/constants.ts b/src/middleware/flex/src/config/constants.ts new file mode 100644 index 0000000..77841a6 --- /dev/null +++ b/src/middleware/flex/src/config/constants.ts @@ -0,0 +1,16 @@ +/** + * + * IBM Confidential + * + * (C) Copyright IBM Corp. 2020 + * + * The source code for this program is not published or otherwise + * divested of its trade secrets, irrespective of what has been + * deposited with the U. S. Copyright Office + * + * US Government Users Restricted Rights - Use, duplication or + * disclosure restricted by GSA ADP Schedule Contract with IBM Corp. + * + */ +// eslint-disable-next-line header/header +export const PORT = process.env.PORT || 4000; diff --git a/src/middleware/flex/src/index.ts b/src/middleware/flex/src/index.ts new file mode 100644 index 0000000..caaff4e --- /dev/null +++ b/src/middleware/flex/src/index.ts @@ -0,0 +1,28 @@ +/** + * (C) Copyright IBM Corp. 2020. + * + * Licensed under the MIT License (the "License"); you may not use this file except in compliance with + * the License. You may obtain a copy of the License at + * + * https://opensource.org/licenses/MIT + * + * Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on + * an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the + * specific language governing permissions and limitations under the License. + * + */ +import cors from 'cors'; +import express from 'express'; + +import { PORT } from './config/constants'; +import { AuthRouter } from './routes/auth'; + +const app = express(); +app.use(express.json()); +app.use(cors()); + +app.use('/auth', AuthRouter); + +app.listen(PORT, () => { + console.log(`Server is listening on port ${PORT}`); +}); diff --git a/src/middleware/flex/src/routes/auth.ts b/src/middleware/flex/src/routes/auth.ts new file mode 100644 index 0000000..512ec17 --- /dev/null +++ b/src/middleware/flex/src/routes/auth.ts @@ -0,0 +1,73 @@ +/** + * (C) Copyright IBM Corp. 2020. + * + * Licensed under the MIT License (the "License"); you may not use this file except in compliance with + * the License. You may obtain a copy of the License at + * + * https://opensource.org/licenses/MIT + * + * Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on + * an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the + * specific language governing permissions and limitations under the License. + * + */ +import * as dotenv from 'dotenv'; +import express, { Request, Response } from 'express'; +import twilio from 'twilio'; +import AccessToken, { ChatGrant } from 'twilio/lib/jwt/AccessToken'; + +// initialize the dotenv +dotenv.config(); + +export const AuthRouter = express.Router({ + strict: true, +}); + +AuthRouter.get('/', async (_req: Request, res: Response) => { + const twilioAccountSid = process.env.ACCOUNT_ID || ''; + console.log(twilioAccountSid); + const authToken = process.env.AUTH_TOKEN || ''; + const client = twilio(twilioAccountSid, authToken); + const flexFlowSid = process.env.FLEX_FLOW_ID || ''; + let channelId = ''; + const identity = 'jane@example.com'; + const channel = client.flexApi.channel + .create({ + target: identity, + identity, + chatUserFriendlyName: 'Jane', + chatFriendlyName: 'Chat with Jane', + flexFlowSid, + }) + .then((channel) => { + console.log(`Received channel with channel.sid: ${channel.sid}`); + channelId = channel.sid; + }); + await channel; + + // Used when generating any kind of tokens + const twilioApiKey = process.env.API_KEY || ''; + const twilioApiSecret = process.env.API_SECRET || ''; + + // Used specifically for creating Programmable Chat tokens + const serviceSid = process.env.CHAT_SERVICE_ID || ''; + const appName = 'console-token-snippet'; + const deviceId = 'someiosdeviceid'; + const endpointId = `${appName}:${identity}:${deviceId}`; + + // Create a "grant" which enables a client to use Chat as a given user, + // on a given device + const chatGrant = new ChatGrant({ + serviceSid, + endpointId, + }); + + // Create an access token which we will sign and return to the client, + // containing the grant we just created + const token = new AccessToken(twilioAccountSid, twilioApiKey, twilioApiSecret, { identity, ttl: 40000 }); + token.addGrant(chatGrant); + + // Serialize the token to a JWT string + console.log(token.toJwt()); + return res.json({ channelId: `${channelId}`, token: `${token.toJwt()}`, identity }); +}); diff --git a/src/middleware/flex/tsconfig.json b/src/middleware/flex/tsconfig.json new file mode 100644 index 0000000..2bf298c --- /dev/null +++ b/src/middleware/flex/tsconfig.json @@ -0,0 +1,69 @@ +{ + "compilerOptions": { + /* Visit https://aka.ms/tsconfig.json to read more about this file */ + + /* Basic Options */ + // "incremental": true, /* Enable incremental compilation */ + "target": "es5", /* Specify ECMAScript target version: 'ES3' (default), 'ES5', 'ES2015', 'ES2016', 'ES2017', 'ES2018', 'ES2019', 'ES2020', or 'ESNEXT'. */ + "module": "commonjs", /* Specify module code generation: 'none', 'commonjs', 'amd', 'system', 'umd', 'es2015', 'es2020', or 'ESNext'. */ + // "lib": [], /* Specify library files to be included in the compilation. */ + // "allowJs": true, /* Allow javascript files to be compiled. */ + // "checkJs": true, /* Report errors in .js files. */ + // "jsx": "preserve", /* Specify JSX code generation: 'preserve', 'react-native', or 'react'. */ + // "declaration": true, /* Generates corresponding '.d.ts' file. */ + // "declarationMap": true, /* Generates a sourcemap for each corresponding '.d.ts' file. */ + // "sourceMap": true, /* Generates corresponding '.map' file. */ + // "outFile": "./", /* Concatenate and emit output to single file. */ + "outDir": "./dist", /* Redirect output structure to the directory. */ + "rootDir": "./src", /* Specify the root directory of input files. Use to control the output directory structure with --outDir. */ + // "composite": true, /* Enable project compilation */ + // "tsBuildInfoFile": "./", /* Specify file to store incremental compilation information */ + // "removeComments": true, /* Do not emit comments to output. */ + // "noEmit": true, /* Do not emit outputs. */ + // "importHelpers": true, /* Import emit helpers from 'tslib'. */ + // "downlevelIteration": true, /* Provide full support for iterables in 'for-of', spread, and destructuring when targeting 'ES5' or 'ES3'. */ + // "isolatedModules": true, /* Transpile each file as a separate module (similar to 'ts.transpileModule'). */ + + /* Strict Type-Checking Options */ + "strict": true, /* Enable all strict type-checking options. */ + // "noImplicitAny": true, /* Raise error on expressions and declarations with an implied 'any' type. */ + // "strictNullChecks": true, /* Enable strict null checks. */ + // "strictFunctionTypes": true, /* Enable strict checking of function types. */ + // "strictBindCallApply": true, /* Enable strict 'bind', 'call', and 'apply' methods on functions. */ + // "strictPropertyInitialization": true, /* Enable strict checking of property initialization in classes. */ + // "noImplicitThis": true, /* Raise error on 'this' expressions with an implied 'any' type. */ + // "alwaysStrict": true, /* Parse in strict mode and emit "use strict" for each source file. */ + + /* Additional Checks */ + // "noUnusedLocals": true, /* Report errors on unused locals. */ + // "noUnusedParameters": true, /* Report errors on unused parameters. */ + // "noImplicitReturns": true, /* Report error when not all code paths in function return a value. */ + // "noFallthroughCasesInSwitch": true, /* Report errors for fallthrough cases in switch statement. */ + + /* Module Resolution Options */ + // "moduleResolution": "node", /* Specify module resolution strategy: 'node' (Node.js) or 'classic' (TypeScript pre-1.6). */ + // "baseUrl": "./", /* Base directory to resolve non-absolute module names. */ + // "paths": {}, /* A series of entries which re-map imports to lookup locations relative to the 'baseUrl'. */ + // "rootDirs": [], /* List of root folders whose combined content represents the structure of the project at runtime. */ + // "typeRoots": [], /* List of folders to include type definitions from. */ + // "types": [], /* Type declaration files to be included in compilation. */ + // "allowSyntheticDefaultImports": true, /* Allow default imports from modules with no default export. This does not affect code emit, just typechecking. */ + "esModuleInterop": true, /* Enables emit interoperability between CommonJS and ES Modules via creation of namespace objects for all imports. Implies 'allowSyntheticDefaultImports'. */ + // "preserveSymlinks": true, /* Do not resolve the real path of symlinks. */ + // "allowUmdGlobalAccess": true, /* Allow accessing UMD globals from modules. */ + + /* Source Map Options */ + // "sourceRoot": "", /* Specify the location where debugger should locate TypeScript files instead of source locations. */ + // "mapRoot": "", /* Specify the location where debugger should locate map files instead of generated locations. */ + // "inlineSourceMap": true, /* Emit a single file with source maps instead of having a separate file. */ + // "inlineSources": true, /* Emit the source alongside the sourcemaps within a single file; requires '--inlineSourceMap' or '--sourceMap' to be set. */ + + /* Experimental Options */ + // "experimentalDecorators": true, /* Enables experimental support for ES7 decorators. */ + // "emitDecoratorMetadata": true, /* Enables experimental support for emitting type metadata for decorators. */ + + /* Advanced Options */ + "skipLibCheck": true, /* Skip type checking of declaration files. */ + "forceConsistentCasingInFileNames": true /* Disallow inconsistently-cased references to the same file. */ + } +} diff --git a/src/serviceDesks/twilioFlex.ts b/src/serviceDesks/twilioFlex.ts new file mode 100644 index 0000000..50e9f60 --- /dev/null +++ b/src/serviceDesks/twilioFlex.ts @@ -0,0 +1,204 @@ +/** + * (C) Copyright IBM Corp. 2020. + * + * Licensed under the MIT License (the "License"); you may not use this file except in compliance with + * the License. You may obtain a copy of the License at + * + * https://opensource.org/licenses/MIT + * + * Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on + * an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the + * specific language governing permissions and limitations under the License. + * + */ +import { Client } from 'twilio-chat'; +import { Channel } from 'twilio-chat/lib/channel'; +import { Member } from 'twilio-chat/lib/member'; +import { Message } from 'twilio-chat/lib/message'; + +import { MessageRequest, MessageResponse } from '../types/message'; +import { User } from '../types/profiles'; +import { ServiceDesk, ServiceDeskFactoryParameters } from '../types/serviceDesk'; +import { AgentProfile, ServiceDeskCallback } from '../types/serviceDeskCallback'; +import { stringToMessageResponseFormat } from '../utils'; + +/** + * This class returns startChat, endChat, sendMessageToAgent, userTyping and userReadMessages to be exposed to web chat + * through src/buildEntry.ts. + */ +class TwilioFlex implements ServiceDesk { + twilioChannel: Channel; + twilioAgent: Member; + agentProfile: AgentProfile; + callback: ServiceDeskCallback; + user: User; + sessionID: string; + constructor(parameters: ServiceDeskFactoryParameters) { + this.callback = parameters.callback; + } + // Public ServiceDesk Methods + /** + * Instructs the service desk to start a new chat. This should be called immediately after the service desk + * instance has been created. It will make the appropriate calls to the service desk and begin communicating back + * to the calling code using the callback produce to the instance. This may only be called once per instance. + * + * @param connectMessage The original server message response that caused the connection to an agent. It will + * contain specific information to send to the service desk as part of the connection. This can includes things + * like a message to display to a human agent. + * @returns Returns a Promise that resolves when the service desk has successfully started a new chat. This does + * not necessarily mean that an agent has joined the conversation or has read any messages sent by the user. + */ + async startChat(connectMessage: MessageResponse): Promise { + /* + The following code will go to the local middleware to fetch Auth information for the Twilio and token for the user. + Please change the middleware implementation according to your needs. + */ + const authPromise = await fetch('http://localhost:4000/auth'); + const channelToken = await authPromise.json(); + console.log(channelToken); + console.log(JSON.stringify(connectMessage)); + + // Change the loglevel according to your needs - warn/error/silent etc. + const clientOptions: Client.Options = { logLevel: 'info' }; + const client = await Client.create(channelToken.token, clientOptions); + this.twilioChannel = await client.getChannelByUniqueName(channelToken.channelId); + const myIdentity = channelToken.identity; + console.log(`channel status: ${this.twilioChannel.status}`); + + if (this.twilioChannel.status !== 'joined') { + // the channel status is already joined as this is happening in middleware + await this.twilioChannel.join(); + } + + this.twilioChannel.on('messageAdded', (msg: Message) => { + console.log(`New message in channel : ${msg.author}, ${msg.body}`); + console.log(msg.author, this.agentProfile); + if (this.agentProfile && msg.author === this.agentProfile.nickname) { + this.callback.sendMessageToUser(stringToMessageResponseFormat(msg.body), this.agentProfile.id); + // for complete message consumed implementation refer: https://www.twilio.com/docs/chat/consumption-horizon + // the following code will crudely set everything as consumed/read + this.callback.agentReadMessages(); + } + }); + + // A channel's attributes or metadata have changed. + this.twilioChannel.on('channelUpdated', (channel: Channel) => { + console.log(`Channel updates: ${channel.updateAttributes}`); + }); + + // const memberCount = this.twilioChannel.getMembersCount(); + // console.log(`memberCount: ${memberCount}`); + (await this.twilioChannel.getMembers()).forEach((member) => { + if (member.identity !== myIdentity) { + // must be an agent + this.twilioAgent = member; + this.agentProfile = { + id: member.sid, + nickname: member.identity, + }; + console.log(`Joined Member/agent: ${member.identity}`); + this.callback.agentJoined(this.agentProfile); + } + }); + + // Listen for members joining a channel + this.twilioChannel.on('memberJoined', (member: Member) => { + this.twilioAgent = member; + this.agentProfile = { + id: member.sid, + nickname: member.identity, + }; + + // this.agentProfile.nickname = member.identity; + // For Agent Avatar/picture, use the attribute this.agentProfile.profile_picture_url = member.xxxx + + // this could be a agennt transfer as well + this.callback.agentJoined(this.agentProfile); + console.log(`${member.identity} has joined the channel.`); + }); + + // Listen for members user info changing + this.twilioChannel.on('memberInfoUpdated', (member: Member) => { + console.log(`${member.identity} updated their info.`); + }); + + // Listen for members leaving a channel + this.twilioChannel.on('memberLeft', (member: Member) => { + console.log(`${member.identity} has left the channel.`); + this.callback.agentLeftChat(); + // The chat ends here if one of the member drops. However, in case of agent transfer this is not true. This has to be handled accordingly. + this.callback.agentEndedChat(); + }); + + // Listen for members typing + this.twilioChannel.on('typingStarted', (member: Member) => { + this.callback.agentTyping(true); + console.log(`${member.identity} is currently typing.`); + }); + + // Listen for members typing + this.twilioChannel.on('typingEnded', (member) => { + this.callback.agentTyping(false); + console.log(`${member.identity} has stopped typing.`); + }); + + this.twilioChannel.on('memberUpdated', (event) => { + // updateMemberMessageReadStatus(event.member.identity, + // event.member.lastConsumedMessageIndex, + // event.member.lastConsumptionTimestamp); + const updatedMember = event.member as Member; + console.log(`memberUpdated: ${updatedMember}`); + }); + + // instance.callback.beginTransferToAnotherAgent(); + // instance.callback.updateAgentAvailability({ estimated_wait_time: 1 }); + + (await this.twilioChannel.getMessages()).items.forEach((msg: Message) => { + // handle the previous messages. careful consideration should be given to consumption horizon https://www.twilio.com/docs/chat/consumption-horizon + console.log(`Message received upfront: ${msg}`); + }); + + // You can also get connectMessage.output.generic[0].topic and connectMessage.output.generic[0].dialog_node and use it as a first message to the agent. + // connectMessage.output.generic[0].transfer_info has more information that could be used for routing as well. + const firstMessage = connectMessage.output.generic[0].message_to_human_agent; + // console.log(JSON.stringify(connectMessage)); + await this.twilioChannel.sendMessage(firstMessage); + return Promise.resolve(); + } + + /** + * Tells the service desk to terminate the chat. + * + * @returns Returns a Promise that resolves when the service desk has successfully handled the call. + */ + async endChat(): Promise { + // Delete a previously created Channel + await this.twilioChannel.leave(); + // this.twilioChannel.delete().then((channel: Channel) => { + // console.log(`Deleted channel: ${channel.sid}`); + // }); + } + + /** + * Sends a message to the agent in the service desk. + * + * @param message The message from the user. + * @param messageID The unique ID of the message assigned by the widget. + * @returns Returns a Promise that resolves when the service desk has successfully handled the call. + */ + async sendMessageToAgent(message: MessageRequest, messageID: string): Promise { + // for complete message consumed implementation refer: https://www.twilio.com/docs/chat/consumption-horizon + // the following code will crudely set everything as consumed/read + await this.twilioChannel.setAllMessagesConsumed(); + + // send the message to the agent + await this.twilioChannel.sendMessage(message.input.text); + } + + async userTyping(isTyping: boolean): Promise { + console.log(`User typing ${isTyping}`); + this.twilioChannel.typing(); + } +} + +export { TwilioFlex }; diff --git a/webpack.config.js b/webpack.config.js index 95a76d4..88622b8 100644 --- a/webpack.config.js +++ b/webpack.config.js @@ -14,6 +14,8 @@ // eslint-disable-next-line @typescript-eslint/no-var-requires const path = require('path'); +// eslint-disable-next-line @typescript-eslint/no-var-requires +const Dotenv = require('dotenv-webpack'); const options = { entry: path.resolve(__dirname, 'src', 'buildEntry.ts'), @@ -38,6 +40,7 @@ const options = { }, ], }, + plugins: [new Dotenv()], }; module.exports = options;