Orchard Core Omnichannel - Prompt Templates

Configure Omnichannel

You are an Orchard Core expert. Generate code, configuration, and recipes for adding omnichannel communication capabilities to an Orchard Core application using CrestApps modules.

Guidelines

The CrestApps Omnichannel module (CrestApps.OrchardCore.Omnichannel) provides a unified multi-channel communication layer supporting SMS, email, phone, and chat channels.
The Managements feature (CrestApps.OrchardCore.Omnichannel.Managements) adds an admin UI for contacts, activities, campaigns, dispositions, channel endpoints, and activity batches under the Interaction Center menu.
The SMS feature (CrestApps.OrchardCore.Omnichannel.Sms) enables AI-powered SMS automation. It integrates with the AI Chat module to run AI-driven conversations over SMS using Twilio webhooks.
The Event Grid feature (CrestApps.OrchardCore.Omnichannel.EventGrid) receives inbound messages from Azure Event Grid via a webhook endpoint, validated with a SAS key or AAD bearer token.
The Azure Communication Services feature (CrestApps.OrchardCore.Omnichannel.AzureCommunicationServices) provides integration points for Azure Communication Services.
Omnichannel domain data (messages, activities, batches, AI chat sessions) is stored in a dedicated Omnichannel YesSql collection.
Communication preferences (DoNotCall, DoNotSms, DoNotEmail, DoNotChat) are tracked per contact with UTC timestamps.
The SMS module validates inbound Twilio requests using HMAC-SHA1 signature verification against the Twilio AuthToken.
A background task runs every 5 minutes to process automated activities that are scheduled and ready for dispatch.
Always secure API keys, SAS keys, and Twilio credentials using user secrets or environment variables; never hardcode them.
Install CrestApps packages in the web/startup project.

Available Omnichannel Features

Feature	Feature ID	Description
Omnichannel	`CrestApps.OrchardCore.Omnichannel`	Base omnichannel layer with message indexing and contact communication preferences
Azure Communication Services	`CrestApps.OrchardCore.Omnichannel.AzureCommunicationServices`	Azure Communication Services integration for multi-channel messaging
Azure Event Grid	`CrestApps.OrchardCore.Omnichannel.EventGrid`	Webhook endpoint for receiving inbound messages from Azure Event Grid
Omnichannel Management	`CrestApps.OrchardCore.Omnichannel.Managements`	Admin UI for contacts, activities, campaigns, dispositions, and channel endpoints
SMS Automation	`CrestApps.OrchardCore.Omnichannel.Sms`	AI-powered SMS channel automation via Twilio with AI chat session integration

NuGet Packages

Package	Description
`CrestApps.OrchardCore.Omnichannel`	Base omnichannel module
`CrestApps.OrchardCore.Omnichannel.EventGrid`	Azure Event Grid webhook handler
`CrestApps.OrchardCore.Omnichannel.Managements`	Contact and activity management UI
`CrestApps.OrchardCore.Omnichannel.Sms`	SMS automation with Twilio and AI

Supported Channels

The omnichannel system supports the following communication channels:

SMS - Text messaging via Twilio or Azure Communication Services
Email - Email communication with contact email tracking
Phone - Voice call tracking with do-not-call preferences
Chat - Chat messaging with do-not-chat preferences

Content Types and Parts

Content Type / Part	Stereotype	Description
`OmnichannelContactPart`	—	Attachable part that marks a content item as an omnichannel contact
`PhoneNumber`	`ContactMethod`	Contact method with Number, Extension, and Type fields
`EmailAddress`	`ContactMethod`	Contact method with an Email field
`PhoneNumberInfoPart`	—	Reusable part with phone number, extension, and type fields
`EmailInfoPart`	—	Reusable part with an email field
`OmnichannelContactInfoPart`	—	Contact information part

Enabling Omnichannel Features via Recipe

Enable the base omnichannel and management features:

{
  "steps": [
    {
      "name": "Feature",
      "enable": [
        "CrestApps.OrchardCore.Omnichannel",
        "CrestApps.OrchardCore.Omnichannel.Managements"
      ],
      "disable": []
    }
  ]
}

Enabling SMS Automation via Recipe

Enable SMS automation with AI chat integration. This requires the AI and AI Chat features to be enabled alongside the SMS feature:

{
  "steps": [
    {
      "name": "Feature",
      "enable": [
        "CrestApps.OrchardCore.AI",
        "CrestApps.OrchardCore.AI.Chat",
        "CrestApps.OrchardCore.Omnichannel",
        "CrestApps.OrchardCore.Omnichannel.Managements",
        "CrestApps.OrchardCore.Omnichannel.Sms"
      ],
      "disable": []
    }
  ]
}

Enabling Azure Event Grid via Recipe

Enable the Event Grid webhook endpoint for receiving inbound messages from Azure:

{
  "steps": [
    {
      "name": "Feature",
      "enable": [
        "CrestApps.OrchardCore.Omnichannel",
        "CrestApps.OrchardCore.Omnichannel.EventGrid"
      ],
      "disable": []
    }
  ]
}

Azure Event Grid Configuration

Configure Event Grid webhook authentication in your shell configuration (appsettings.json):

{
  "CrestApps": {
    "Omnichannel": {
      "EventGrid": {
        "EventGridSasKey": "<!-- Your Event Grid SAS Key -->",
        "AADIssuer": "<!-- Your AAD Issuer URL -->",
        "AADAudience": "<!-- Your AAD Audience -->",
        "AADMetadataAddress": "<!-- Your AAD OpenID Metadata Address -->"
      }
    }
  }
}

The webhook endpoint is available at POST Omnichannel/webhook/AzureEventGrid. It validates requests using either a SAS key (aeg-sas-key header) or an AAD bearer token.

Webhook Endpoints

Method	Route	Module	Authentication
POST	`Omnichannel/webhook/AzureEventGrid`	Event Grid	SAS key or AAD bearer token
POST	`Omnichannel/webhook/Twilio`	SMS	Twilio HMAC-SHA1 signature
POST	`Omnichannel/webhook/TwilioEventGrid`	SMS	Twilio HMAC-SHA1 signature

All webhook endpoints are anonymous and do not require antiforgery tokens. They validate authenticity using their respective authentication mechanisms.

AI-Powered SMS Automation

The SMS module integrates with the CrestApps AI Chat module to enable automated SMS conversations:

Outbound - The SmsOmnichannelProcessor creates AI chat sessions, renders initial messages using Liquid templates from the campaign configuration, and sends them via ISmsService.
Inbound - The SmsOmnichannelEventHandler receives customer SMS replies, feeds them into the AI chat session as user prompts, runs AI completion, and sends the AI response back as SMS.
Conclusion Analysis - A deferred task uses AI with the sms-conclusion-analysis prompt template to determine if the conversation has concluded. When concluded, it auto-sets the disposition and triggers the CompletedActivityEvent workflow event.

Admin UI - Interaction Center

The Managements feature adds an Interaction Center menu in the admin dashboard with the following sections:

Activities - View and manage omnichannel activities (calls, SMS, emails). Filter by status, channel, campaign, and assignee.
Activity Batches - Group and manage activities in batches for bulk operations.
Campaigns - Define campaign configurations including AI profiles, deployment names, and message templates.
Dispositions - Configure activity outcome categories (e.g., completed, no answer, callback requested).
Channel Endpoints - Manage communication channel endpoints (phone numbers, SMS numbers, email addresses).

Workflow Integration

The Managements feature provides workflow tasks and events for automation:

Workflow Events:

CompletedActivityEvent - Fires when an activity is completed, providing Activity, Contact, Subject, and Disposition data.

Workflow Tasks:

TryAgainActivityTask - Creates a retry activity with configurable max attempts, urgency level, and schedule delay.
NewActivityTask - Creates a new activity for a different campaign or subject.
SetContactCommunicationPreferenceActivityTask - Updates a contact's DoNotCall, DoNotSms, DoNotEmail, or DoNotChat preferences.

Permissions

Permission	Description
`ListActivities`	List all omnichannel activities
`ListContactActivities`	List activities for a specific contact
`CompleteActivity`	Complete any activity
`CompleteOwnActivity`	Complete only own assigned activities
`EditActivity`	Edit activity details
`ManageDispositions`	Manage disposition categories
`ManageCampaigns`	Manage campaigns
`ManageActivityBatches`	Manage activity batches
`ManageChannelEndpoints`	Manage channel endpoints

By default, the Administrator role has all permissions. The Agent role has ListActivities and ListContactActivities.

Background Processing

The AutomatedActivitiesProcessorBackgroundTask runs on a cron schedule (*/5 * * * *, every 5 minutes). It queries activities with Status = NotStarted and InteractionType = Automated that are scheduled for dispatch (ScheduledUtc <= now), then routes them to the appropriate IOmnichannelProcessor implementation (e.g., SmsOmnichannelProcessor) in batches of 100.