16 March, 2021 5 min to read

In this guide, you will learn how to configure Flex within Salesforce, configure outbound calling, enable SSO (Single Sign-On), and launch your integration.

With out-of-the-box support for Salesforce Open CTI, you can now power your Salesforce environment with omnichannel communications offered by Flex. Both Salesforce Classic and Lightning Experience integrations are supported, allowing you to use Flex directly within your Salesforce instance.

With the example below, you can create a custom Salesforce IVR logic to handle all incoming calls by your agents, view caller information (Lead/Contact records will be automatically opened for an incoming call). Behind the scenes, your Twilio Salesforce connection will create new tasks from inbound calls and missed calls with call/voicemail recordings.

Step-by-Step Guide: Twilio Flex Setup

Use this guide to create default Twilio Flex Connection with Salesforce. Follow the link below to create default Twilio Flex ↔ Salesforce integration

https://www.twilio.com/docs/flex/admin-guide/integrations/salesforce

Salesforce Integration Configuration

This example shows how to configure your Twilio Flex and download Call Center Definition file

Fill up all required fields as shown below and click Download.

The downloaded file will contain all required data in yaml format and be ready for further insert at Salesforce > Setup > Call Center > Call Center Definition File section.

Twilio Configuration

Active Numbers

First of all, you need to buy the number of phone numbers required for your future Twilio for Salesforce logic and configuration.

In the image below, there are two numbers used for different purposes to handle our general logic.

One is used to handle inbound calls via IVR (Salesforce IVR) and the second is used to as "redirect to SIP" if no agents are available before the call will be processed to Recording Voicemail.

Configure phone numbers

For SIP (Bria)

For Salesforce IVR

Task Router

https://www.twilio.com/docs/taskrouter/lifecycle-task-workflows-and-assignment

TaskRouter's primary job with a pending Task is to find a matching Worker. This assignment is handled by the Workflows within a Workspace.

When created, every Task is associated with a Workflow that is used to evaluate how to find a matching Worker. These Workflow configurations, represented in JSON, trace the path a Task takes until either a Reservation is accepted or the Task is canceled.

Settings

TaskQueues

Here we need to create different Queues where the caller will be transferred via IVR.

"Agents" queue will show as available (logged in) users. Here we are defining a rule to filter users.

Add another queue "Voicemail" to record a voicemail from the caller and send it out to Salesforce

TwiML Bins

So, the logic here is:

When we receive a call in IVR it processes the caller via some logic of inputs and outputs and then tries to connect it with available agents.
IF no agents are available, it redirects the call to Bria via TwiML Bin.

Workflows

In this section, we need to define how our IVR should handle inbound and outbound calls.

Inbound call rule

Outbound call rule

Functions

Twilio Flex will create default functions to apply its functionalities, however, we need to add some custom logic.

Create the "Available Agents" function.

Available Agents

exports.handler = function (context, event, callback) {
const client = require('twilio')(context.ACCOUNT_SID, context.AUTH_TOKEN);

client.taskrouter
.workspaces(context.TWILIO_WORKSPACE_SID)
.workers.list()
.then(workers => {
data = {
availWorkersCount: Object.keys(workers.filter(x=>
x.available === true &&
x.attributes.includes("agent"))).length
};

const response = new Twilio.Response();
response.appendHeader('Access-Control-Allow-Origin', '*');
response.appendHeader('Access-Control-Allow-Methods', 'OPTIONS POST GET');
response.appendHeader('Access-Control-Allow-Headers', 'Content-Type');
response.appendHeader('Content-Type', 'application/json');
response.setBody(data);

console.log(Object.entries(response));
callback(null, response);
});
};

Create another function "Connect to Salesforce" which will be used to send inbound call data to Salesforce > Platform Event

Connect to Salesforce

exports.handler = function(context, event, callback) {

console.log(Object.entries(event));
//================================================================================
// Modules
//================================================================================

var querystring = require('querystring');
var request = require('request');

//================================================================================
// Context Variables
//================================================================================

// Are we using a sandbox or not
var isSandbox = false;//(context.SF_IS_SANDBOX == 'true');

//Consumer Key from Salesforce Connected app
var clientId = context.SF_CONSUMER_KEY;

//Consumer Secrect from Salesforce Connected app
var clientSecret = context.SF_CONSUMER_SECRET;

//The salesforce username;
var sfUserName = context.SF_USERNAME;

//The salesforce password
var sfPassword = context.SF_PASSWORD;

//The salesforce user token
var sfToken = context.SF_TOKEN;

//================================================================================
// End Context Variables
//================================================================================

// Use namespace is to tell the code to apply the package namespace or not.
// The default should be true. If you are getting the requested resource
// does not exist then try setting value to false.
var useNameSpace = false;

//The salesforce managed package namespace
var nameSpace = '';

//The login url
var salesforceUrl = 'https://login.salesforce.com';

if(isSandbox === true) {
salesforceUrl = 'https://ergonized--twilio.my.salesforce.com';
} else {
salesforceUrl = 'https://ergonized.my.salesforce.com';
}

run();

/**
* Attempts to login with password
* and then posts platform event
*/
function run(){
var form = {
grant_type: 'password',
client_id: clientId,
client_secret: clientSecret,
username: sfUserName,
password: sfPassword
};

var formData = querystring.stringify(form);
var contentLength = formData.length;

request({
headers: {
'Content-Length': contentLength,
'Content-Type': 'application/x-www-form-urlencoded'
},
uri: salesforceUrl +'/services/oauth2/token',
body: formData,
method: 'POST'
}, function (err, res, body) {
var platformEvent = buildPlatformEvent(event);
if(res.statusCode == 200 || res.statusCode == 201){
console.log('Success Getting Token');
var sfAuthReponse = JSON.parse(body);
postPlatformEvent(sfAuthReponse,platformEvent);
} else {
finishWithError('Error Getting Token:'+body);
finishWithError('Platform Event data: ' + platformEvent);
}
});
}

/**
* Posts Platform Event To Salesforce
* @param sfAuthReponse
* @param platformEvent
*/
function postPlatformEvent(sfAuthReponse,platformEvent){

console.log('Posting Platform Event:',platformEvent);

var options = {
uri: sfAuthReponse.instance_url + getPlatformEventUrl(),
headers: {
'Authorization': 'Bearer ' + sfAuthReponse.access_token,
},
body: platformEvent,
json: true,
method: 'POST'
};

request(options, processEventResponse);
}

/**
* Processes Platform Event Response
* @param error
* @param response
* @param body
*/
function processEventResponse(error, response, body) {
if (!error && response.statusCode == 201) {
callback(error, response, body);
} else{
callback(error, response, 'Error : ' + body);
}

}

/**
* Builds the platform event request
* @param event
*/
function buildPlatformEvent(event){
console.log('Event details: ' + Object.entries(event));
for (let [key, value] of Object.entries(event)) {
console.log(`${key}: ${value}`);
}
//Object map that maps Twilio Field to Salesforce Field
var platformEvent = {
"CallSid__c": event.CallSid,
"Phone__c" : event.Phone,
"Agent__c" : event.Agent,
"MissedCall__c" : event.MissedCall,
"RecordingSid__c" : event.RecordingSid
};
return platformEvent;
}

/**
* Gets the Salesforce services url for the platform event
* @returns {string}
*/
function getPlatformEventUrl(){
if(useNameSpace){
//https://ergonized--twilio.my.salesforce.com/services/data/v48.0/sobjects/TwilioEvents__e/
return '/services/data/v48.0/sobjects/' + nameSpace + '/TwilioEvents__e/';
} else{
return '/services/data/v48.0/sobjects/TwilioEvents__e/';
}
}

function finishSuccess(body){
callback(null, body);
}
function finishWithError(body){
callback(body);
}
};

Create or adjust the "Salesforce integration Outbound start" function.

Salesforce integration Outbound start

exports.handler = function(context, event, callback) {
const twiml = new Twilio.twiml.VoiceResponse();
const workspaceSid = event.workspaceSid;
const outBoundCallerId = event.outBoundCallerId;

twiml.dial().conference(
{
statusCallback: `/sfdcplugin-outbound-join?outBoundCallerId=
${outBoundCallerId}&workspaceSid=${workspaceSid}`,
statusCallbackEvent: 'start end join leave',
endConferenceOnExit: true,
trim: 'do-not-trim',
record: 'record-from-start',
recordingStatusCallbackEvent: 'completed', // in-progress absent
recordingStatusCallback: '/salesforce-record-data?CallSid='+event.CallSid,
recordingStatusCallbackMethod: 'POST'
},
event.taskSid
);
callback(null, twiml);
};

Configuration

Set up your environment variables to be available to use inside functions.

NOTE

Those settings must be changed depending on your production/sandbox environment. To handle this, create services for each instance and define all the variables and functions, that you need for your Salesforce Twilio custom integration.

Studio

Salesforce IVR - is used to combine all defined settings above and process our inbound call via logic. It has several branches depended on the caller's input.

If the user when asked didn't provide any input then we will address him/her to a voicemail, but before we'll ask him to provide feedback again.
If the user has pressed 1 as was asked by IVR, then it will check for available agents and if present then connect by sending to Salesforce Caller details and start recording the call.
If currently there are no available agents in the "CheckResponse" block, then it will try to connect the caller with SIP (Bria).
If there is no answer from SIP or the call was dropped by the recipient, it will proceed to a Voicemail. After voicemail is recorded and the call is completed, then the data will be sent to Salesforce and create a new Task with a link to the recorded message.

Salesforce Customs

Custom Object

Create a new Custom Object - this object is needed to store all Twilio Call Recordings Id's.

CallRecording CallRecording__c
Create new custom fields inside the custom object

Call Center

Add users who will be eligible to use this Call Center

NOTE

This assumes that you have followed the link at the start of this topic and configured your CallCenter with the downloaded CallCenter Definitions file from Twilio Flex > Integration > Configuration.

Connected App

Create new Connected App Twilio Flex
Create new Connected App Twilio API
Connect Twilio with Salesforce using created SSO

Permission Set

Create a new permission set that will allow us to communicate via Salesforce API

Asking permission set to users which will use Twilio CallCenter

Platform Event

This is our endpoint in Salesforce needed to handle custom requests from Twilio API. (Example of the endpoint: https://{your_domain}.salesforce.com/services/data/v48.0/sobjects/TwilioEvents__e/)

Setup > Platform Events > New Platform Event
Give your own name or use as per image
Add custom fields (*if required) - Custom Fields & Relationships section

Apex Trigger

TwilioCallTrigger

This trigger will process requests received on our TwilioEvents (Platform Event).
Logic

This trigger starts on the new Platform Event action.
It will verify if the request contains the agent name (custom logic) and use it to get the User ID in our Salesforce platform or set a default user.
Check if the given subject is not "Missed Call"
Check if CallSid is not blank
Check if the event contains RecordSid
If true - it will create a new task assigned to an agent with a defined Call and Record Sid's
Or - it will create a new task assignee to an agent but will process some other custom logic trying to retrieve recorded calls from CallSid

TwilioCallTrigger

trigger TwilioCallTrigger on TwilioEvents__e (after insert) {

for(TwilioEvents__e event : Trigger.new) {

String agent = event.Agent__c;
if(String.isBlank(agent) || agent == null) {
agent = 'akori';
} else if (!String.isBlank(agent) && (agent.startsWithIgnoreCase('client:') && agent.contains('_2E'))) {
String[] agentA = agent.split(':');
agent = agentA[1].replaceAll('\\_2E', '.');
agent = agent.replaceAll('\\_40', '@');
}
User agentT = [SELECT Id FROM User WHERE Alias= :agent OR Username = :agent];
String subject = 'Inbound Call Details';
subject = event.MissedCall__c == false ? 'Inbound Call Details' : 'Missed Call';

if(!String.isBlank(event.CallSid__c)) {
if(!String.isBlank(event.RecordingSid__c) || event.RecordingSid__c != null) {
TwilioRest.createNewTask(agentT.id, event.CallSid__c, subject, event.RecordingSid__c);
TwilioRest.getRecordingLink(event.CallSid__c, event.RecordingSid__c);
} else {
TwilioRest.createNewTask(agentT.id, event.CallSid__c, subject, event.RecordingSid__c);
TwilioRest.getRecordings(event.CallSid__c);
}
}
}
}

Task Trigger

This trigger will try to obtain call recordings from CallSid given in the description from our TwilioCallTrigger. We separate logic in the different process because if using @future callouts
Logic

Check if the task "Description" field is not empty
Split description into the array as its data stores as a string in SF object
Find CallSid and store it in the separate custom field
If CallSid exist retrieve a recordings data

TaskTrigger

Trigger TaskTrigger on Task (before insert, after update) {

if(Trigger.isBefore || Trigger.isAfter) {
for(Task t : Trigger.new) {
if(t.Description != null || !String.isBlank(t.Description)) {
if(t.Description.contains('Call Sid: ') && String.isBlank(t.CallSid__c)) {
String[] descr = t.Description.split('\n');
for(String des : descr) {
if(des.contains('Call Sid')) {
Integer index = descr.indexOf(des);
String[] values = descr[index].split(':');
String CallSid_d = values[1];
t.CallSid__c = CallSid_d;
t.Description = String.join(descr, '\n');
System.debug('Task Call Sid Updated');
//tp.add(t);
if(!String.isBlank(CallSid_d)) {
TwilioRest.getRecordings(CallSid_d.trim());
}
}
}
} else if (!String.isBlank(t.CallSid__c) && String.isBlank(t.Call_Recording__c)) {
TwilioRest.getRecordings(t.CallSid__c);
}
}
}
}
}

CallRecordings Trigger
Logic

On creation or update of CallRecordings
Find task with stored CallSid
Set recordings links to task
Update task

TaskUpdate

trigger TaskUpdate on CallRecording__c (after insert, after update) {
if(Trigger.isAfter && (Trigger.isInsert || Trigger.isUpdate)){
for(CallRecording__c cr : Trigger.new) {
Task[] tu = new Task[]{};
Task[] tl = TwilioRest.findTask(cr.CallSid__c);
if(tl.size() > 0) {
for(Task t : tl) {
if(String.isBlank(t.Call_Recording__c)) {
t.Call_Recording__c = cr.RecordLink__c;
tu.add(t);
}
}

}
if(tu.size() > 0) {
update tu;
}
}
}
}

Apex Helper Class

Create new Apex Class for your TwilioCallTrigger

TwilioRest

global class TwilioRest {
public String endpoint = 'https://api.twilio.com';
public static String recordLink;
public static String PhoneNumber;
public static String route = 'https://api.twilio.com/2010-04-01/Accounts/';
public static String version = '2010-04-01';
//public static String recordSid { get; set;}
public static String accSid = 'AC57c28dc809979f1c8281ef139b094d07';
private static String authToken = 'e19b85688d25c45745aa3fcca04eb2cf';
public static Meta parsedResponse;
public static Task t;

public static String setAuthHeading() {
Blob headerValue = Blob.valueOf(accSid + ':' + authToken);
String authorizationHeader = 'BASIC ' + EncodingUtil.base64Encode(headerValue);
return authorizationHeader;
}

@future(callout=true)
public static void getRecordings(String CallSid) {

String endpoint = route + accSid + '/Calls/' + CallSid + '/Recordings.json';

Http http = new Http();
HttpRequest request = new HttpRequest();

request.setEndpoint(endpoint);
request.setHeader('Authorization', setAuthHeading());
request.setHeader('Accept', 'application/json');
request.setHeader('Content-type', 'application/json');
request.setMethod('GET');

HttpResponse response = http.send(request);

if(response.getStatusCode() == 200) {
if(!String.isBlank(response.getBody())) {

parsedResponse = (Meta)JSON.deserialize(response.getBody(), Meta.class);
if(parsedResponse.recordings.size() > 0) {
recordLink = getRecordingLink(CallSid, parsedResponse.recordings[0].sid);
CallRecording__c cr = new CallRecording__c(CallSid__c = CallSid, RecordingSid__c = parsedResponse.recordings[0].sid, RecordLink__c = recordLink);
insert cr;
}
}
} else {
System.debug('Callout ended with code: ' + response.getStatusCode() + '. Response :' + response.getBody());
}
}

@future(callout=true)
public static void createNewTask(Id ownerId, String CallSid, String subject, String recordingSid) {
String endpoint = route + accSid + '/Calls/' + CallSid + '.json';

Http http = new Http();
HttpRequest request = new HttpRequest();

request.setEndpoint(endpoint);
request.setHeader('Authorization', setAuthHeading());
request.setHeader('Accept', 'application/json');
request.setHeader('Content-type', 'application/json');
request.setMethod('GET');

HttpResponse response = http.send(request);

if(response.getStatusCode() == 200) {
if(!String.isBlank(response.getBody())) {
System.debug('Response Body: ' + response.getBody());
parsedResponse = (Meta)JSON.deserialize(response.getBody(), Meta.class);
if(parsedResponse != null) {
Id whoId;
Lead[] l = findLead(parsedResponse.from_formatted);
if(l.size() > 0) {
whoId = l[0].Id;
} else {
Contact[] c = findContact(parsedResponse.from_formatted);
if(c.size() > 0) {
whoId = c[0].Id;
}
}
if(String.isBlank(whoId)) {
Lead newLead = createLead(parsedResponse.from_formatted, parsedResponse.to, ownerId);
whoId = newLead.id;
}
createTask(whoId, subject, ownerId, CallSid, response.getBody(), recordingSid);
}
}
}
}

/**
public static void sleep(Integer timeout) {
Long startTime = DateTime.now().getTime();
Long finishTime = DateTime.now().getTime();
while ((finishTime - startTime) < timeout) {
//timeout = 9000 sleep for 9s
finishTime = DateTime.now().getTime();
}
System.debug('Sleeping for : ' + timeout);
}
*/

public static void createTask(Id relId, String subject, Id ownerId, String CallSid, String bodyJSON, String recordingSid) {
Task[] tl = findTask(CallSid);
if(tl.size() > 0) {
System.debug('If task exist : ' + tl);
return;
}
String[] descr = bodyJSON.split(',');
for(String des : descr) {
if(des.contains('outbound-api')) {
return;
}
}
String descrS = String.join(descr, '\n');
if(!String.isBlank(recordingSid)) {
recordLink = getRecordingLink(CallSid, recordingSid);
}

Task tsk = new Task(
Subject = subject,
OwnerId = ownerId,
Priority = 'High',
WhoId = relId,
CallSid__c = CallSid,
Call_Recording__c = recordLink,
Description = descrS,
ActivityDate = Date.today()
);
try {
Database.SaveResult sr = Database.insert(tsk);
if(sr.isSuccess()) {
System.debug('Task ' + tsk.Id + ' created');
}
} catch (DmlException ex) {
System.debug(ex.getMessage());
}
}

public static Task[] findTask(String callSid) {
Task[] tasks = new List<Task>();
for(Task t : [SELECT Id,CallSid__c,Call_Recording__c FROM Task WHERE CallSid__c = :callSid ORDER BY id DESC]) {
tasks.add(t);
}
return tasks;
}

public static Contact[] findContact(String phone) {
Contact[] contacts = new List<Contac>();
for(Contact c : [SELECT Id FROM Contact WHERE Phone = :phone and isDeleted = false LIMIT 1]) {
contacts.add(c);
}
return contacts;
}

public static Lead[] findLead(String phone) {
Lead[] leads = new List<Lead>();
for(Lead l : [SELECT Id FROM Lead WHERE Phone = :phone and isConverted = false LIMIT 1]) {
leads.add(l);
}
return leads;
}

public static Lead createLead(String phoneNumber, String toNumber, Id owner) {
String leadType;
if(toNumber == '+18339981222') {
leadType = 'Salesforce';
} else if (toNumber == '+18332107333') {
leadType = 'Outstaff';
}
Lead l = new Lead(
LastName = phoneNumber,
Phone = phoneNumber,
Company = phoneNumber,
ownerId = owner,
Lead_Type__c = leadType
);
System.debug('Lead ' + l);
insert l;
return l;
}

public static String getRecordingLink(String CallSid, String recordSid) {
recordLink = route + accSid + '/Calls/' + CallSid + '/Recordings/' + recordSid + '.mp3';
return recordLink;
}

@future(callout=true)
public static void saveRecordingFile(String CallSid, String recordSid) {
String endpoint = route + accSid + '/Calls/' + CallSid + '/Recordings/' + recordSid + '.mp3?Download=true';
//https://api.twilio.com/2010-04-01/Accounts/AC57c28dc809979f1c8281ef139b094d07/Recordings/RE6703e3b272b472999da610f711e60309.mp3?Download=true&_ga=2.69741648.1922058535.1586157401-1399729135.1585665848

HttpResponse response;
HttpRequest request = new HttpRequest();
Http http = new Http();

Blob headerValue = Blob.valueOf(accSid + ':' + authToken);
String authorizationHeader = 'BASIC ' + EncodingUtil.base64Encode(headerValue);

request.setEndpoint(endpoint);
request.setHeader('Authorization', setAuthHeading());
request.setHeader('Accept', 'application/json');
request.setMethod('GET');
response = http.send(request);

if(response.getStatusCode() == 200) {
System.debug(response.getStatusCode());
System.debug(response.getBody());
} else {
System.CalloutException ex = new System.CalloutException();
ex.setMessage('Failed to save recording file. Response code: ' + response.getStatusCode() + ' Message: ' + response.getBody());
}
}

@future(callout=true)
public static void deleteRecordingFile(String CallSid, String recordSid) {
String endpoint = 'https://api.twilio.com/2010-04-01/Accounts/AC57c28dc809979f1c8281ef139b094d07/Calls/' + CallSid + '/Recordings/' + recordSid + '.json';

HttpResponse response;
HttpRequest request = new HttpRequest();
Http http = new Http();

request.setEndpoint(endpoint);
request.setHeader('Authorization', setAuthHeading());
request.setHeader('Accept', 'application/json');
request.setHeader('Content-type', 'application/json');
request.setMethod('DELETE');
response = http.send(request);

if(response.getStatusCode() == 204) {
System.debug(response.getStatusCode());
System.debug(response.getBody());
System.debug('Record deleted');
} else {
System.CalloutException ex = new System.CalloutException();
ex.setMessage('Failed to delete recording file. Response code: ' + response.getStatusCode() + ' Message: ' + response.getBody());
}
}
}

Apex Test Classes

TestDataFactoty Class

TestDataFactory

@isTest
public class TestDataFactory {
public static Account getAccount(String name, Boolean doInsert){
Account a = new Account(name = name);
if(doInsert){
insert a;
}
return a;
}
public static Contact getContact(Id accountId, String fname, String lname, Boolean doInsert){
Contact c = new Contact(firstName = fname, lastName = lname, accountId = accountId, phone = '+155512345');
if(doInsert){
insert c;
}
return c;
}

public static Lead getLead(String fname, String lname, Boolean doInsert) {
Lead l = new Lead(firstName = fname, lastName = lname, company = 'TEST LTD.', phone = '+155512345');
if(doInsert){
insert l;
}
return l;
}

public static Contact[] generateAccountWithContacts(Integer numContacts){
Account a = getAccount('default account ltd', true);
List contacts = new List<Contact>();
for(Integer i = 0; i < numContacts; i++){
String contactName = 'contact' + i;
contacts.add(getContact(a.id, contactName, contactName, false));
}
insert contacts;
return contacts;
}

public static Task createTask(Id recordId, String descr, Boolean acc, Boolean con) {
Date today = Date.today();
Task t = new Task(
Subject = 'TEST',
Status = 'Open',
ActivityDate = today
);
if(descr != null || !String.isBlank(descr)) {
t.Description = descr;
}
if(acc) {
t.WhatId = recordId;
} else if (con) {
t.WhoId = recordId;
}
insert t;
return t;
}

public static UserRole generateRole(String roleName) {
UserRole userRole = new UserRole(DeveloperName = 'TestingTeam', Name = roleName);
insert userRole;
return userRole;
}

public static User generateUser(String profileName, Id userRole){
User u = new User(
ProfileId = [SELECT Id FROM Profile WHERE Name = :profileName].Id,
LastName = 'last',
Email = 'Cpt.Awesome@awesomesauce.com',
Username = 'Cpt.Awesome@awesomesauce.com',
CompanyName = 'Testing Co',
Title = 'Captian',
Alias = 'alias',
TimeZoneSidKey = 'America/Los_Angeles',
EmailEncodingKey = 'UTF-8',
LanguageLocaleKey = 'en_US',
LocaleSidKey = 'en_US',
UserRoleId = userRole
);
insert u;
return u;
}
}

TestTaskTrigger Class

TestTaskTrigger

@isTest
public class TestTaskTrigger {
@isTest static void testCallSidInsert()
{
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');
Test.setMock(HttpCalloutMock.class, mock);
Contact[] cc = TestDataFactory.generateAccountWithContacts(1);
for(Contact c : cc) {
Test.startTest();
String cSid = 'CAec6e2f36cd29d6cf6def6fee69ebe110';
Task t = TestDataFactory.createTask(c.Id, 'Call Sid: CAec6e2f36cd29d6cf6def6fee69ebe110', false, true);
Test.stopTest();
Task ta = [SELECT Id,CallSid__c FROM Task WHERE id = :t.Id];
System.assertEquals(cSid, ta.CallSid__c);
}
}

@isTest static void testCallSidInvalid()
{
Contact[] cc = TestDataFactory.generateAccountWithContacts(1);
for(Contact c : cc) {
Test.startTest();
String cSid = 'CAec6e2f36cd29d6cf6def6fee69ebe110';
Task t = TestDataFactory.createTask(c.Id, null, false, true);
Test.stopTest();
Task ta = [SELECT Id,CallSid__c FROM Task WHERE id = :t.Id];
System.assertNotEquals(cSid, ta.CallSid__c);
}
}
}

TestTwiliEvents Class

TestTwilioEvents

@isTest
public class TestTwilioEvents {

@isTest
static void testValidEventMissedTrue() {

//TwilioCalloutMock mock = new TwilioCalloutMock(200, 'Ok', '{"sid" : "13123asdasdasd"}', new Map<String,String>());
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');

TwilioEvents__e te = new TwilioEvents__e (
CallSid__c = 'CAec6e2f36cd29d6cf6def6fee69ebe110',
Phone__c = '+380936836640',
Agent__c = 'client:arthur_40hireukrainiandevelopers_2Ecom_2Etwilio',
MissedCall__c = true,
RecordingSid__c = null
);

Test.setMock(HttpCalloutMock.class, mock);
Test.startTest();
Database.SaveResult sr = EventBus.publish(te);
Test.stopTest();
System.assert(sr.isSuccess());
}

@isTest
static void testValidEventMissedFalse() {

//TwilioCalloutMock mock = new TwilioCalloutMock(200, 'Ok', '{"sid" : "13123asdasdasd"}', new Map<String,String>());
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');

TwilioEvents__e te = new TwilioEvents__e (
CallSid__c = 'CAec6e2f36cd29d6cf6def6fee69ebe110',
Phone__c = '+380936836640',
Agent__c = '',
MissedCall__c = false,
RecordingSid__c = 'RE3ee539c1d078ebb4df9f83999efb2a39'
);

Test.setMock(HttpCalloutMock.class, mock);
Test.startTest();
Database.SaveResult sr = EventBus.publish(te);
Test.stopTest();
System.assert(sr.isSuccess());
}

@isTest
static void testSetAgentNameEvent() {

//TwilioCalloutMock mock = new TwilioCalloutMock(200, 'Ok', '{"sid" : "13123asdasdasd"}', new Map<String,String>());
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');

TwilioEvents__e te = new TwilioEvents__e (
CallSid__c = 'CAec6e2f36cd29d6cf6def6fee69ebe110',
Phone__c = '+380936836640',
Agent__c = 'client:arthur_40hireukrainiadevelopers_20Etwilio_20Ecom',
MissedCall__c = false,
RecordingSid__c = null
);

Test.setMock(HttpCalloutMock.class, mock);
Test.startTest();
Database.SaveResult sr = EventBus.publish(te);
Test.stopTest();
System.assert(sr.isSuccess());
}

@isTest
static void testInvalidEvent() {

//TwilioCalloutMock mock = new TwilioCalloutMock(200, 'Ok', '{"sid" : "13123asdasdasd"}', new Map<String,String>());
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');

Test.setMock(HttpCalloutMock.class, mock);

TwilioEvents__e te = new TwilioEvents__e (
CallSid__c = null,
Phone__c = null,
Agent__c = null,
MissedCall__c = false,
RecordingSid__c = null
);

Test.startTest();
Database.SaveResult sr = EventBus.publish(te);
Test.stopTest();
System.assert(!sr.isSuccess());
}

@isTest
static void testInvalidEvent2() {

//TwilioCalloutMock mock = new TwilioCalloutMock(200, 'Ok', '{"sid" : "13123asdasdasd"}', new Map<String,String>());
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');

Test.setMock(HttpCalloutMock.class, mock);

TwilioEvents__e te = new TwilioEvents__e (
CallSid__c = null,
Phone__c = null,
Agent__c = '',
MissedCall__c = false,
RecordingSid__c = null
);

Test.startTest();
Database.SaveResult sr = EventBus.publish(te);
Test.stopTest();
System.assert(!sr.isSuccess());
}
}

TestTwilioCalloutMock Class

TwilioCalloutMock

@isTest
public class TwilioCalloutMock implements HttpCalloutMock {
protected Integer code;
protected String status;
protected String body;
protected Map<String,String> responseHeaders;

public TwilioCalloutMock(Integer code, String status, String body, Map<String,String> responseHeaders) {
this.code = code;
this.status = status;
this.body = body;
this.responseHeaders = responseHeaders;
}

public HTTPResponse respond(HTTPRequest req) {
HttpResponse res = new HttpResponse();
for (String key : this.responseHeaders.keySet()) {
res.setHeader(key, this.responseHeaders.get(key));
}
res.setBody(this.body);
res.setStatusCode(this.code);
res.setStatus(this.status);
return res;
}
}

TestTwilioRest Class

TestTwilioRest

@isTest
public class TestTwilioRest {

public static String CallSid = 'CAec6e2f36cd29d6cf6def6fee69ebe110';
public static String recordSid = 'RE3ee539c1d078ebb4df9f83999efb2a39';

@isTest static void testGetRecordings204() {
TwilioCalloutMock mock = new TwilioCalloutMock(204, 'Ok', 'null', new Map<String,String>());
Test.setMock(HttpCalloutMock.class, mock);
Test.startTest();
Date today = Date.today();
TwilioRest.getRecordings(CallSid);
Test.stopTest();
}

@isTest static void testGetRecordings200() {
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');
Test.setMock(HttpCalloutMock.class, mock);
Lead l = TestDataFactory.getLead('TEST', 'TEST', true);
Task t = TestDataFactory.createTask(l.Id, CallSid, false, false);
Test.startTest();
Date today = Date.today();
TwilioRest.getRecordings(CallSid);
Test.stopTest();
}

@isTest static void testGetRecordingLink() {
TwilioRest twilio = new TwilioRest();
String expected = TwilioRest.route + TwilioRest.accSid + '/Calls/' + CallSid + '/Recordings/' + recordSid + '.mp3';
Test.startTest();
System.assertEquals(expected, TwilioRest.getRecordingLink(CallSid, recordSid));
Test.stopTest();
}

@isTest static void testSaveRecordingFile() {
TwilioRest twilio = new TwilioRest();
TwilioCalloutMock mock = new TwilioCalloutMock(200, 'Ok', 'null', new Map<String,String>());
Test.setMock(HttpCalloutMock.class, mock);
String CallSid = 'CallSid1';
String recordSid = 'RecordSid1';
Test.startTest();
TwilioRest.saveRecordingFile(CallSid, RecordSid);
Test.stopTest();
}

@isTest static void testSaveRecordingFileException() {
TwilioCalloutMock mock = new TwilioCalloutMock(400, 'Ok', 'Fail', new Map<String,String>());
Test.setMock(HttpCalloutMock.class, mock);
String CallSid = 'CallSid1';
String recordSid = 'RecordSid1';
Test.startTest();
try {
TwilioRest.saveRecordingFile(CallSid, RecordSid);
} catch (System.CalloutException ex) {
System.assertNotEquals(null, ex.getMessage());
}
Test.stopTest();
}

@isTest static void testdeleteRecordingFile() {
TwilioCalloutMock mock = new TwilioCalloutMock(204, 'Ok', 'null', new Map<String,String>());
Test.setMock(HttpCalloutMock.class, mock);
String CallSid = 'CallSid1';
String recordSid = 'RecordSid1';
Test.startTest();
TwilioRest.deleteRecordingFile(CallSid, RecordSid);
Test.stopTest();
}

@isTest static void testDeleteRecordingFileException() {
TwilioCalloutMock mock = new TwilioCalloutMock(400, 'Ok', 'Fail', new Map<String,String>());
Test.setMock(HttpCalloutMock.class, mock);
String CallSid = 'CallSid1';
String recordSid = 'RecordSid1';
Test.startTest();
try {
TwilioRest.deleteRecordingFile(CallSid, RecordSid);
} catch (System.CalloutException ex) {
System.assertNotEquals(null, ex.getMessage());
}
Test.stopTest();
}

@isTest static void testFindContact() {
Contact[] cc = TestDataFactory.generateAccountWithContacts(1);
for(Contact c : cc) {
Task t = TestDataFactory.createTask(c.Id, CallSid, false, true);
}
System.debug(cc[0]);
Test.startTest();
Contact[] tc = TwilioRest.findContact(cc[0].Phone);
Test.stopTest();
System.assertEquals(cc[0].Id, tc[0].Id);
}

@isTest static void testFindLead() {
Lead l = TestDataFactory.getLead('TEST', 'TEST', true);
Test.startTest();
Lead[] tl = TwilioRest.findLead(l.Phone);
Test.stopTest();
System.assertEquals(l.Id, tl[0].Id);
}

@isTest static void testCreateLeadMethod()
{
String phone = '+15551231234';
User u = TestDataFactory.generateUser('System Administrator', null);
Test.startTest();
Lead l = TwilioRest.createLead(phone, '+18339981222', u.id);
Test.stopTest();
System.assertEquals(l.id, [SELECT Id FROM Lead WHERE Phone = :phone].id);
}

@isTest static void testCreateLeadMethod2()
{
String phone = '+15551231234';
User u = TestDataFactory.generateUser('System Administrator', null);
Test.startTest();
Lead l = TwilioRest.createLead(phone, '+18332107333', u.id);
Test.stopTest();
System.assertEquals(l.id, [SELECT Id FROM Lead WHERE Phone = :phone].id);
}

@isTest static void testCreateTaskMethod()
{
User u = TestDataFactory.generateUser('System Administrator', null);
Lead l = TwilioRest.createLead('+15551231234', '+18339981222', u.id);
Test.startTest();
TwilioRest.createTask(l.Id, 'Incoming Call', u.id, CallSid, 'Call Sid: '+ CallSid + ',', recordSid);
Test.stopTest();
Task t = [SELECT Id,Subject,CallSid__c,OwnerId FROM Task];
System.assertEquals('Incoming Call', t.Subject);
System.assertEquals(CallSid, t.CallSid__c);
System.assertEquals(u.id, t.OwnerId);
}

@isTest static void testCreateNewTaskMethod()
{
StaticResourceCalloutMock mock = new StaticResourceCalloutMock();
mock.setStaticResource('CallRecord');
mock.setStatusCode(200);
mock.setHeader('Content-Type', 'application/json');
Test.setMock(HttpCalloutMock.class, mock);

Date today = Date.today();
User u = TestDataFactory.generateUser('System Administrator', null);
Lead l = TwilioRest.createLead('+380936836640', '+18339981222', u.id);
Test.startTest();
TwilioRest.createNewTask(u.id, CallSid, 'Incoming call', recordSid);
Test.stopTest();
Task t = [SELECT Id,Subject,CallSid__c,OwnerId FROM Task WHERE WhoId = :l.id];
System.debug(t);
System.assertEquals('Incoming call', t.Subject);
System.assertEquals(CallSid, t.CallSid__c);
System.assertEquals(u.id, t.OwnerId);
}

/**
@isTest static void testSleepMethod()
{
Integer timeout = 1000;
Long startTime = DateTime.now().getTime();
Test.startTest();
TwilioRest.sleep(timeout);
Long finishTime = DateTime.now().getTime();
Test.stopTest();
Long actual = (finishTime - startTime);
System.assert(actual >= timeout, 'Execution finished after ' + timeout + '. Actual execution: ' + actual );
}
*/
}

https://www.twilio.com/docs/salesforce

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Written by

Dmitriy Ogol

Experience in various CRM systems as Zoho, SugarCRM, Hubspot and Pipedrive helped to reach the right expertise level in the CRM systems, which, consequently, lead to significant Salesforce potential. So now, Dmitriy helps to create various solutions on the Salesforce platform.
Starting from 2008, Dmitriy helps in the development of CRM solutions for such industries as Real Estate, Marketing, Insurance and Healthcare.

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Twilio Flex with Salesforce Integration Tutorial

Step-by-Step Guide: Twilio Flex Setup

Use this guide to create default Twilio Flex Connection with Salesforce. Follow the link below to create default Twilio Flex ↔ Salesforce integration

Salesforce Integration Configuration

Twilio Configuration

Active Numbers

Configure phone numbers

Task Router

Settings

TaskQueues

TwiML Bins

Workflows

Inbound call rule

Outbound call rule

Functions

Configuration

Studio

Salesforce Customs

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NOTE

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Platform Event

Apex Trigger

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Task Trigger

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Apex Helper Class

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Need to speak with our experts?

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CallRecordings Trigger
Logic