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.

This is the URL to use:

https://{baseURL}/portal/iframe/recipient?phonenumber={phonenumber}

For example: https://121.redcross.nl/portal/iframe/recipient?phonenumber=+31600000000

The resulting iframe uses the same user account, roles and permissions functionality as the 121 Portal. So a user needs to log into the 121 Portal if not already logged in and can only see the information to which their role(s) have permission(s).