Integrating WhatsApp, Facebook, and SMS through Twilio for Mitel CX

This integration enables the flow of messaging between contact center agents and customers using channels, such as, WhatsApp, Facebook Messenger, and SMS, through CloudLink-enabled Chat Media Servers.

Adding a Channel

To add a new channel, complete the following steps:
  1. Click Integrations & Apps from the left navigation menu. Scroll to the Integrations panel, click icon associated with Twilio. The Twilio management page is displayed.
    Note: The Twilio option is available only if Twilio integration is enabled for the customer account.

  2. Click Add Channels button to create a new connection to WhatsApp, Facebook, or SMS. The New Channel dialog appears.

  3. Select the Channel type from the dropdown list - WhatsApp Business, SMS, Facebook Messenger.

    1. If you are adding WhatsApp Business channel, use the checkbox to select the Phone Number to send the WhatsApp message to.

    2. Paste the Queue ID from the Chat Queue associated with the CloudLink-enabled Chat Media Server.
      Note: To locate the Queue ID, go to YourSite explorer, select the Chat Queue that is associated with the CloudLink-enabled Chat Media Server. Click the Queue Tools tab, and click Copy queue ID button.

    3. Click Create to create the channel. The new channel is added to the Configured Channels list.

    1. If you are adding SMS channel, use the checkbox to select the Phone Number to send the message to.

    2. Paste the Queue ID from the Chat Queue associated with the CloudLink-enabled Chat Media Server.

    3. Click Create to create the channel. The new channel is added to the Configured Channels list.

    1. If you are adding Facebook Messenger channel, manually locate and add the names of the Facebook page(s) in the Page field.

    2. Paste the Queue ID from the Chat Queue associated with the CloudLink-enabled Chat Media Server.

    3. Click Create to create the channel. The new channel is added to the Configured Channels list.

Note: After the Twilio channel is created in Mitel Administration, the Twilio administrator must manually copy and paste the new webhook URL into the Twilio administrative portal for WhatsApp and Facebook Messenger. See Adding webhook URL into Twilio administrative portal. However, the webhook URL for SMS is automatically added to the Twilio administrative portal.

Adding webhook URL into Twilio administrative portal

The Twilio interface has not automated adding the webhook URL of the newly created WhatsApp and Facebook Messenger channels automatically, complete the following steps to add the webhook URLs:

  1. Navigate to Integrations & Apps > Integrations > Twilio. Click . The channel configuration page opens.

  2. From the list, in the social.webhook column, hover over the webhook to display the pop-up containing the full URL.

  3. From the pop-up, copy the URL text and send it to the Twilio administrator. Instruct the administrator to paste the URL into the Webhook URL for incoming messages field within the Twilio Endpoint configuration section. Then, ensure that the Webhook method for incoming messages dropdown is set to HTTP POST.

Note: The Fallback URL for incoming messages and Status callback URL fields are not supported at this time. Leave these fields blank to prevent unnecessary messages from being sent.

Deleting a Channel

To delete a channel, complete the following steps:

  1. Click Integrations & Apps from the left navigation menu. Scroll to the Integrations panel, click icon against Twilio. The Twilio management page is displayed.

  2. Select the channel(s) you want to delete using the checkbox, click Delete Selected. The Delete Channel(s) confirmation pop-up is displayed.

  3. Type confirm in the Type 'confirm' field in the pop-up. Click Delete. The selected channel(s) is deleted.

Parent topic: Integrating Twilio with Mitel Administration