Integrating with Twilio Flex - global-121/121-platform GitHub Wiki

The 121 Platform has a simple yet powerful integration with Twilio Flex, the Contact Center Software from Twilio. This integration allows a user (Contact Center Agent) to see data of a person known in the 121 Platform from their Twilio Flex user interface.

The 121 Platform provides a URL that can be included inside Twilio Flex in the so-called CRM panel as an HTML <iframe>. This URL takes a phone number as query parameter to look up the data in the 121 Platform.
Depending on the Twilio Flex implementation, it could work as when a call or message comes in from a person, a so-called Task is opened and the phone number of that person is passed into the URL of the 121 Platform.

The URL to use: https://{base_Portal_URL}/en-GB/registration-lookup?phonenumber={phonenumber}

For example:
https://portal.demo.121.global/en-GB/registration-lookup?phonenumber=31600000000

A user needs to log into the 121 Portal inside this iframe and can only see the information to which their role(s) have permission(s). The 121 Portal inside the iframe is the same as the 'normal' 121 Portal.