Twilio enqueue7/13/2023 Therefore, much of the routing logic can be configured through IVR and virtual agent in Appian if so desired. A JSON string can be sent with the enqueue response to set attributes on the task for routing purposes. Once Appian sends an enqueue response to Twilio, a task is created. For SMS, Appian sends each text to Dialogflow for intent extraction, with logic in 'ICC_UT_AI_fulfillReply' to send a response back to Twilio. For voice, the 'ICC_UT_TWIML_Dialogflow_routeVoiceCall' rule is used in this step to transfer a call to Dialogflow for virtual agent.
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