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.

1. Twilio and Salesforce: Building SMS and
Voice Integrations into Force.com
Pat Patterson
Principal Developer Evangelist
/metadaddy
@metadaddy
in/metadaddy

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3. Agenda
SMS lead generation
Call routing

4. SMS Lead Generation

5. User story
As a marketer, I want to run
campaigns that generate leads by
inviting prospective customers to send
their email addresses to us via SMS.

6. 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

7. 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

8. 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!

9. 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"

10. 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

11. Remember security!
 Validate signature on incoming request
– Otherwise…
ALL YOUR SYSTEM ARE BELONG TO
US!

12. SMS from Force.com
 Twilio Helper Library abstracts away the details
 Remember security!
– Configure https://api.twilio.com as a remote site

13. Try it out!
SMS your email to 408-724-8777

14. Call Routing

15. User story
As a customer service manager, I want
callers to be greeted by name and then
automatically connected to their
account representative.

16. 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

17. 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

18. Locating the caller’s account rep

19. Responding with the rep’s name,
connecting the call

20. Did you spot the security hole?

21. Validate Incoming Parameters

22. 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!