Receiving calls and send the transcriptions to Slack

A customer-would-be is interested in your product/services/whatever, and call the number listed on web/billboard/something. The phone is prompted to the company's voicemail.

After a message was left, agents get Slack notifications. An agent can follow up with the prospect by initiating a call from Slack.

Tomomi learned about the cat adoption

Tomomi is calling the adoption center

Jason (a rep at the adoption center) saw the transcription on Slack, and initiates a call on Slack

Twilio connects both parties

Jason talks to Tomomi

Tomomi confirms to pick up the kitty!

1. Receiving a call to an incoming call endpoint, which prompt to the TwiML voice message
2. The call is recorded, and as soon as the recorded voice is transcribed, the callback is called
3. Use the data with the transcription, a message is created with Block Kit, and sent to a Slack channel via Slack Web API
4. The message contains an actionable button. By clicking it, it initiates a call via Twilio TwiML
5. Twilio initiates a call between the prospect and the agent -When the prospect answers the call, it put her on hold, while connecting to the agent's phone

First, go to Slack App Creation page to create an app.

Your Signing Secret key is at: Settings > Basic information

If you distribute your app to public, you'll need the Client ID and Client Secret too.

OAuth token should be available after instllation under: Features > OAuth & Permissions

The credential info is stored in the .env file. 🗝

SLACK_CLIENT_ID=
SLACK_CLIENT_SECRET=

• bots

Set your credentials

TWILIO_PHONE_NUMBER=
TWILIO_SID=
TWILIO_AUTH_TOKEN=

Also, for the convenience (or I am just lazy) I am using a sales rep's number (a physical phone number, non-Twilio number) hard-coded in .env file too.

Set up a webhook for "A CALL COMES IN" at https://www.twilio.com/console/phone-numbers

The hook should point to this Glitch URL with /receive-call route. The webhook URL looks like https://example.com/receive-call

https://www.slideshare.net/tomomi/slack-twilio-uniquely-powering-communication