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Twilio and Salesforce - Building SMS and Voice Integrations into Force.com
 

Twilio and Salesforce - Building SMS and Voice Integrations into Force.com

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The Twilio Helper Library for Salesforce provides an Apex interface to Twilio, making it easy to send and receive voice calls and text messages from the Sales and Service Clouds, and your own ...

The Twilio Helper Library for Salesforce provides an Apex interface to Twilio, making it easy to send and receive voice calls and text messages from the Sales and Service Clouds, and your own Force.com applications. This session will get you started with the helper library, show you how to leverage Twilio for SMS lead generation in just a few lines of Apex code, and walk you through creating a simple, yet powerful, interactive voice response (IVR) system that greets callers by name and routes their calls to the correct representative.

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    Twilio and Salesforce - Building SMS and Voice Integrations into Force.com Twilio and Salesforce - Building SMS and Voice Integrations into Force.com Presentation Transcript

    • Twilio and Salesforce: Building SMS andVoice Integrations into Force.comPat PattersonPrincipal Developer Evangelist /metadaddy @metadaddy in/metadaddy
    • Safe harborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertaintiesmaterialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressedor implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and anystatements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned,or upgraded services or technology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering newfunctionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in ouroperating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectualproperty and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relativelylimited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service andsuccessful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprisecustomers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual reporton Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures areavailable on the SEC Filings section of the Investor Information section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently availableand may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon featuresthat are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
    • AgendaSMS lead generationCall routing
    • SMS Lead Generation
    • User storyAs a marketer, I want to runcampaigns that generate leads byinviting prospective customers to sendtheir email addresses to us via SMS.
    • Three challenges Calling in to Salesforce from Twilio with an incoming SMS Creating a Lead record and associating it with the correct Campaign record Calling out from Salesforce to Twilio with an SMS reply
    • Sidebar: Force.com Force.com is a Platform-as-a-Service that allows you to create and extend business apps Code is in Apex, markup in Visualforce All code runs on the Force.com platform Twilio Helper Library for Salesforce – https://github.com/twilio/twilio-salesforce – Apex bindings for Twilio API
    • Webhooks on Force.com Create an Apex REST method Expose it on a public URL via a Force.com Site – Don’t forget to make the class accessible!
    • Try it out!$ curl https://twilioapi-developer-edition .na14.force.com/services/apexrest/hello? name=Pat$ curl -H Content-Type: application/json -d {"name" : "Pat"} https://twilioapi-developer-edition .na14.force.com/services/apexrest/hello"Well, hello Pat"
    • Creating a Lead, attaching it to a Campaign Campaign has custom field ‘Phone’ Look up Campaign via recipient caller id Create a new Lead record – Populate with email and phone number Link Lead to Campaign Reply via SMS, email
    • Remember security! Validate signature on incoming request – Otherwise… ALL YOUR SYSTEM ARE BELONG TO US!
    • SMS from Force.com Twilio Helper Library abstracts away the details Remember security! – Configure https://api.twilio.com as a remote site
    • Try it out!SMS your email to 408-724-8777
    • Call Routing
    • User storyAs a customer service manager, I wantcallers to be greeted by name and thenautomatically connected to theiraccount representative.
    • Four challenges Connecting a voice call with Salesforce Locating the record for the caller’s account rep Responding with the rep’s name Connecting call with account rep
    • Receiving a call Render TwiML via Visualforce page on Force.com site (publicly accessible) https://twilioapi-developer-edition.na14.force.com/Connector Call data passed as request parameters – AccountSid – From – To – etc
    • Locating the caller’s account rep
    • Responding with the rep’s name,connecting the call
    • Did you spot the security hole?
    • Validate Incoming Parameters
    • Wrapping up The Twilio Helper Library for Salesforce provides an Apex binding for interacting with Twilio from Force.com Implementing business requirements requires surprisingly little code Don’t forget about security – have your implementation reviewed!