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Flow Designs: Customer Engagement using Khoros and SMS text messaging

Flow Designs: Customer Engagement using Khoros and SMS text messaging

Using SMS text messages it’s easy to start a conversation with customers.

Some use cases are:

  • Send a notification, like a delivery update
  • Deflect a phone call to text messaging
  • Bulk send a message to customers

What you need

To get started you’ll need the following:

  • A Khoros instance that is connected to a phone number
  • A registered bot user within the Khoros instance
  • A Flow.ai account and organisation

Getting started

To start sending outbound messages you’ll need to connect Flow.ai with Khoros, configure the Flow.ai REST API and add a flow to trigger.

1. Connecting Flow.ai with Khoros

  • Login into your Flow project
  • Go to the Integration section
  • Add a new Khoros integration within the customer service section
  • Choose a bot name
  • Provide the bot username and password (please contact Khoros support to create a bot user for your Khoros instance)
  • Add your company key (check the Khoros developer settings to find the name)
  • Choose the correct region (ask Khoros support if you do not know the region of your instance)
  • Choose SMS as the channel
  • Add the phone number connected to Khoros as the external ID
  • Add the same phone number in the phone number field
  • Add support@flow.ai as the contact email address

Please see the installation documentation for more information.

2. Configure the Flow.ai REST API

Using the REST API you can make a direct broadcast call to Flow.ai using a customer phone number (MSISN) that would trigger a specific flow.

That way you can send text messages to customers through the Khoros SMS integration.

  • Go to the organisation settings screen (top right)
  • Choose “API Keys”. If you do not see this item, you do not have sufficient permissions for the organisation. Please contact the owner of the Flow.ai organisation.
  • Create a new API key (choose the default settings)
  • Go back to the project and open up the integration overview. 
  • Add a new REST API integration
  • Choose the API key from the dropdown and press save
  • Copy the REST API token and store it for later usage

3. Creating a Flow to trigger

We have everything ready to trigger a flow that will send an outbound message to a user. The only thing missing is a flow to trigger. Simply add a new flow and make it start with an event. For example name the event: Send SMS.

Below the event, drag and drop a text reply. Add some text like: This is a test message

Save the flow. Now we can test the entire setup!

Testing

You can test the broadcast using a CURL command to make a call to the REST API.

The following is an example of a CURL command:

curl --location --request POST 'https://api.flow.ai/rest/v1/broadcast/instant' \
--header 'Content-Type: application/json' \
--header 'Authorization: sk_ab12abcd9876543210abcdefgh012345' \
--data-raw '{
    "audience": [{
        "name": "John Doe",
        "phoneNumber": "+1234567890"
    }],
    "channel": {
        "channelName": "khoros",
        "externalId": "+0987654321"
    },
    "payload": {
        "type": "event",
        "eventName": "Send SMS"
    }
}
'

Replace the information:

Name Description
API_TOKEN Rest API token copied in step 2
CUSTOMER_NAME Name of the customer (or anonymous)
CUSTOMER_MSISDN Valid phone number in international format
KHOROS_EXTERNAL_ID Khoros external ID (phone number)
EVENT_NAME Event name of the flow to trigger
curl --location --request POST 'https://api.flow.ai/rest/v1/broadcast/instant' \
--header 'Content-Type: application/json' \
--header 'Authorization: API_TOKEN' \
--data-raw '{
    "audience": [{
        "name": "CUSTOMER_NAME",
        "phoneNumber": "CUSTOMER_MSISDN"
    }],
    "channel": {
        "channelName": "khoros",
        "externalId": "KHOROS_EXTERNAL_ID"
    },
    "payload": {
        "type": "event",
        "eventName": "EVENT_NAME"
    }
}
'

Troubleshooting

  • Check the notification overview in the top right for any errors
  • Check the Flow chat logs, choose “All messages” to view any inbound and outbound REST API calls
Labels (1)

Flow Designs: Customer Engagement using Khoros and SMS text messaging

Using SMS text messages it’s easy to start a conversation with customers.

Some use cases are:

  • Send a notification, like a delivery update
  • Deflect a phone call to text messaging
  • Bulk send a message to customers

What you need

To get started you’ll need the following:

  • A Khoros instance that is connected to a phone number
  • A registered bot user within the Khoros instance
  • A Flow.ai account and organisation

Getting started

To start sending outbound messages you’ll need to connect Flow.ai with Khoros, configure the Flow.ai REST API and add a flow to trigger.

1. Connecting Flow.ai with Khoros

  • Login into your Flow project
  • Go to the Integration section
  • Add a new Khoros integration within the customer service section
  • Choose a bot name
  • Provide the bot username and password (please contact Khoros support to create a bot user for your Khoros instance)
  • Add your company key (check the Khoros developer settings to find the name)
  • Choose the correct region (ask Khoros support if you do not know the region of your instance)
  • Choose SMS as the channel
  • Add the phone number connected to Khoros as the external ID
  • Add the same phone number in the phone number field
  • Add support@flow.ai as the contact email address

Please see the installation documentation for more information.

2. Configure the Flow.ai REST API

Using the REST API you can make a direct broadcast call to Flow.ai using a customer phone number (MSISN) that would trigger a specific flow.

That way you can send text messages to customers through the Khoros SMS integration.

  • Go to the organisation settings screen (top right)
  • Choose “API Keys”. If you do not see this item, you do not have sufficient permissions for the organisation. Please contact the owner of the Flow.ai organisation.
  • Create a new API key (choose the default settings)
  • Go back to the project and open up the integration overview. 
  • Add a new REST API integration
  • Choose the API key from the dropdown and press save
  • Copy the REST API token and store it for later usage

3. Creating a Flow to trigger

We have everything ready to trigger a flow that will send an outbound message to a user. The only thing missing is a flow to trigger. Simply add a new flow and make it start with an event. For example name the event: Send SMS.

Below the event, drag and drop a text reply. Add some text like: This is a test message

Save the flow. Now we can test the entire setup!

Testing

You can test the broadcast using a CURL command to make a call to the REST API.

The following is an example of a CURL command:

curl --location --request POST 'https://api.flow.ai/rest/v1/broadcast/instant' \
--header 'Content-Type: application/json' \
--header 'Authorization: sk_ab12abcd9876543210abcdefgh012345' \
--data-raw '{
    "audience": [{
        "name": "John Doe",
        "phoneNumber": "+1234567890"
    }],
    "channel": {
        "channelName": "khoros",
        "externalId": "+0987654321"
    },
    "payload": {
        "type": "event",
        "eventName": "Send SMS"
    }
}
'

Replace the information:

Name Description
API_TOKEN Rest API token copied in step 2
CUSTOMER_NAME Name of the customer (or anonymous)
CUSTOMER_MSISDN Valid phone number in international format
KHOROS_EXTERNAL_ID Khoros external ID (phone number)
EVENT_NAME Event name of the flow to trigger
curl --location --request POST 'https://api.flow.ai/rest/v1/broadcast/instant' \
--header 'Content-Type: application/json' \
--header 'Authorization: API_TOKEN' \
--data-raw '{
    "audience": [{
        "name": "CUSTOMER_NAME",
        "phoneNumber": "CUSTOMER_MSISDN"
    }],
    "channel": {
        "channelName": "khoros",
        "externalId": "KHOROS_EXTERNAL_ID"
    },
    "payload": {
        "type": "event",
        "eventName": "EVENT_NAME"
    }
}
'

Troubleshooting

  • Check the notification overview in the top right for any errors
  • Check the Flow chat logs, choose “All messages” to view any inbound and outbound REST API calls
Labels (1)
Last Reviewed:
01-29-2022 01:51 PM

Flow Designs: Customer Engagement using Khoros and SMS text messaging

Using SMS text messages it’s easy to start a conversation with customers.

Some use cases are:

  • Send a notification, like a delivery update
  • Deflect a phone call to text messaging
  • Bulk send a message to customers

What you need

To get started you’ll need the following:

  • A Khoros instance that is connected to a phone number
  • A registered bot user within the Khoros instance
  • A Flow.ai account and organisation

Getting started

To start sending outbound messages you’ll need to connect Flow.ai with Khoros, configure the Flow.ai REST API and add a flow to trigger.

1. Connecting Flow.ai with Khoros

  • Login into your Flow project
  • Go to the Integration section
  • Add a new Khoros integration within the customer service section
  • Choose a bot name
  • Provide the bot username and password (please contact Khoros support to create a bot user for your Khoros instance)
  • Add your company key (check the Khoros developer settings to find the name)
  • Choose the correct region (ask Khoros support if you do not know the region of your instance)
  • Choose SMS as the channel
  • Add the phone number connected to Khoros as the external ID
  • Add the same phone number in the phone number field
  • Add support@flow.ai as the contact email address

Please see the installation documentation for more information.

2. Configure the Flow.ai REST API

Using the REST API you can make a direct broadcast call to Flow.ai using a customer phone number (MSISN) that would trigger a specific flow.

That way you can send text messages to customers through the Khoros SMS integration.

  • Go to the organisation settings screen (top right)
  • Choose “API Keys”. If you do not see this item, you do not have sufficient permissions for the organisation. Please contact the owner of the Flow.ai organisation.
  • Create a new API key (choose the default settings)
  • Go back to the project and open up the integration overview. 
  • Add a new REST API integration
  • Choose the API key from the dropdown and press save
  • Copy the REST API token and store it for later usage

3. Creating a Flow to trigger

We have everything ready to trigger a flow that will send an outbound message to a user. The only thing missing is a flow to trigger. Simply add a new flow and make it start with an event. For example name the event: Send SMS.

Below the event, drag and drop a text reply. Add some text like: This is a test message

Save the flow. Now we can test the entire setup!

Testing

You can test the broadcast using a CURL command to make a call to the REST API.

The following is an example of a CURL command:

curl --location --request POST 'https://api.flow.ai/rest/v1/broadcast/instant' \
--header 'Content-Type: application/json' \
--header 'Authorization: sk_ab12abcd9876543210abcdefgh012345' \
--data-raw '{
    "audience": [{
        "name": "John Doe",
        "phoneNumber": "+1234567890"
    }],
    "channel": {
        "channelName": "khoros",
        "externalId": "+0987654321"
    },
    "payload": {
        "type": "event",
        "eventName": "Send SMS"
    }
}
'

Replace the information:

Name Description
API_TOKEN Rest API token copied in step 2
CUSTOMER_NAME Name of the customer (or anonymous)
CUSTOMER_MSISDN Valid phone number in international format
KHOROS_EXTERNAL_ID Khoros external ID (phone number)
EVENT_NAME Event name of the flow to trigger
curl --location --request POST 'https://api.flow.ai/rest/v1/broadcast/instant' \
--header 'Content-Type: application/json' \
--header 'Authorization: API_TOKEN' \
--data-raw '{
    "audience": [{
        "name": "CUSTOMER_NAME",
        "phoneNumber": "CUSTOMER_MSISDN"
    }],
    "channel": {
        "channelName": "khoros",
        "externalId": "KHOROS_EXTERNAL_ID"
    },
    "payload": {
        "type": "event",
        "eventName": "EVENT_NAME"
    }
}
'

Troubleshooting

  • Check the notification overview in the top right for any errors
  • Check the Flow chat logs, choose “All messages” to view any inbound and outbound REST API calls
Labels (1)
Version history
Last update:
‎06-19-2021 02:34 PM
Updated by:
Contributors