Overview

This guide walks through integrating Google’s Agent Assist with Salesforce using Twilio Flex as the call center platform. The setup enables real-time AI-powered agent suggestions during voice calls by streaming conversation data to Agent Assist.

Key Components

• Twilio Flex: Acts as the softphone inside Salesforce.
• SIPREC Connector: Forks call audio to Agent Assist for real-time analysis.
• Salesforce Lightning Web Component (LWC): Displays Agent Assist insights directly in the Service Console.

Prerequisites

Before starting, ensure you have:

✅ Node.js v18.20.4 (Node 20.x has compatibility issues)
✅ Salesforce CLI (Install via npm install -g @salesforce/cli)
✅ Google Cloud CLI (gcloud auth login)
✅ Salesforce Access (Note your My Domain URL and Org ID)
✅ Twilio Flex Account

Step 1: Configure Twilio Flex

1. Install the SIPREC Connector

1. Navigate to Twilio Marketplace > Catalog > Twilio > SIPREC Connector.
2. Click Install and accept the terms.
3. Configure with:
   • Unique Name: SipRec1
   • Session Recording Server:Copysip:+<GTP-provisioned-phone-number>@216.239.36.145:5672;transport=tls;secure=true;edge=umatilla
   (Work with Google to provision the GTP number.)

2. Set Up IVR in Twilio Studio

1. Go to Twilio Console > Phone Numbers > Active Numbers.
2. Under Voice – Studio Workflow, select Voice IVR.
3. Add a Make HTTP Request widget with:
   • Method: POST
   • URL: https://<your-ui-connector-url>.run.app/register-app
   • Body:jsonCopy{ “accountSid”: “<your-account-sid>”, “authToken”: “<your-auth-token>” }
4. Add a Run Function widget:
   • Service: ui-connector-auth
   • Function: conversation-name
   • Parameters:jsonCopy{ “token”: “{{widgets.register_twilio.parsed.token}}”, “endpoint”: “<your-ui-connector-url>.run.app/conversation-name”, “phone”: “{{ trigger.call.From | replace_first:’+’,” }}”, “conversationName”: “projects/<project>/locations/<location>/conversations/TW-{{ trigger.call.From | replace_first:’+’,” }}-{{ trigger.call.CallSid }}” }
5. Add a Fork Stream widget:
   • Stream Type: Siprec
   • Connector Name: Siprec1
   • Stream Parameters:Copyprojects/<gcp-project-id>/conversations/TW-{{trigger.call.From | replace_first:’+’,” }}-{{trigger.call.CallSid}}
6. Save & Publish the flow.

Step 2: Set Up the Development Project

1. Clone the Agent Assist integration repo:bashCopygit clone https://github.com/GoogleCloudPlatform/agent-assist-integrations cd salesforce/aa-lwc
2. Generate static resources:bashCopynpm run generate-static-resources npm install

Step 3: Configure Salesforce

1. Deploy the Lightning Web Component (LWC)

1. Authenticate with Salesforce CLI:bashCopynpm run login
2. Deploy the LWC:bashCopynpm run deploy

2. Create a Connected App

1. Go to Setup > App Manager > New Connected App.
2. Configure:
   • Name: lwc auth
   • API Name: lwc_auth
   • Enable OAuth: ✔
   • Callback URL: https://login.salesforce.com/services/oauth2/callback
   • Scopes: Access the identity URL service
   • Enable Client Credentials Flow: ✔
3. Save and note the Consumer Key & Secret.

3. Set Up CORS & Trusted URLs

1. Enable CORS for OAuth in Setup > CORS.
2. Add Trusted URLs for:
   • https://<your-ui-connector-url>.run.app
   • wss://<your-ui-connector-url>.run.app (for WebSockets)
   • Your Salesforce domain (https://YOUR_SUBDOMAIN.my.salesforce.com)

Step 4: Install Twilio Flex CTI in Salesforce

Follow Twilio’s Flex CTI setup guide to embed Flex in Salesforce.

Step 5: Add Agent Assist to Salesforce Console

1. Open Service Console > Contacts > Setup > Edit Page.
2. Add the agentAssistContainerModule to the layout.
3. Configure with:
   • endpoint: https://<your-ui-connector-url>.run.app
   • features: CONVERSATION_SUMMARIZATION, KNOWLEDGE_ASSIST_V2, AGENT_COACHING
   • channel: voice
   • channelType: twilio
   • conversationProfile: projects/<project>/locations/<region>/conversationProfiles/<profile-id>
   • consumerKey & consumerSecret: From your Connected App

Step 6: Test the Integration

1. Log into Twilio Flex within Salesforce.
2. Call your Twilio Flex number.
3. Accept the call in Salesforce—Agent Assist should load in the sidebar with real-time suggestions.

Conclusion

This integration enables AI-powered agent assistance directly in Salesforce, leveraging Twilio Flex for call handling and Google’s Agent Assist for real-time insights.

For troubleshooting, refer to the Google Cloud documentation or contact support.

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