From d86b0c865c0e8412a1e1be933fa5ed4d54ccd1e8 Mon Sep 17 00:00:00 2001 From: Alejandro Rivera Date: Mon, 31 Aug 2026 17:39:02 -0400 Subject: [PATCH 1/4] updates --- .../helplines/usnm/templates/studio-flows/sms.tftpl | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl b/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl index 0a927b525b..e44a5d08b8 100644 --- a/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl +++ b/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl @@ -162,7 +162,7 @@ ${ ] }, { - "next": "play_message_voice_voip_blocked", + "next": "send_message_sms_voip_blocked", "event": "match", "conditions": [ { @@ -361,7 +361,7 @@ ${ }, "workflow": "${workflow_sids.sms}", "channel": "${task_channel_sids.chat}", - "attributes": "{\n \"type\": \"inbound\",\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"tya\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"conversations\": {\n \"hang_up_by\": \"Customer\"\n }\n}\n", + "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"tya\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", "priority": "0", "timeout": "3600" } @@ -1270,7 +1270,7 @@ ${ }, "workflow": "${workflow_sids.sms}", "channel": "${task_channel_sids.chat}", - "attributes": "{\n \"type\": \"inbound\",\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"std\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"conversations\": {\n \"hang_up_by\": \"Customer\"\n }\n}\n", + "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"std\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", "priority": "0", "timeout": "3600" } @@ -1298,7 +1298,7 @@ ${ }, "workflow": "${workflow_sids.sms}", "channel": "${task_channel_sids.chat}", - "attributes": "{\n \"type\": \"inbound\",\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"fcg\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"conversations\": {\n \"hang_up_by\": \"Customer\"\n }\n}\n", + "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"fcg\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", "priority": "0", "timeout": "3600" } From 9843a27e2e23a151e3c784323cd1e57ed87ab588 Mon Sep 17 00:00:00 2001 From: Alejandro Rivera Date: Tue, 1 Sep 2026 13:17:55 -0400 Subject: [PATCH 2/4] update --- .../configs/service-configuration/common.json | 59 +++++++++---------- .../usnm/templates/studio-flows/sms.tftpl | 6 +- 2 files changed, 31 insertions(+), 34 deletions(-) diff --git a/twilio-iac/helplines/usnm/configs/service-configuration/common.json b/twilio-iac/helplines/usnm/configs/service-configuration/common.json index e06f9e704e..6b0a96dfb6 100644 --- a/twilio-iac/helplines/usnm/configs/service-configuration/common.json +++ b/twilio-iac/helplines/usnm/configs/service-configuration/common.json @@ -1,32 +1,29 @@ { - "attributes": { - "contacts_waiting_channels": [ - "sms", - "voice", - "voicemail" - ], - "external_recordings_enabled": true, - "enableExternalRecordings": true, - "enableConferencing": true, - "preventSendingAttachmentsFromFlex": true, - "feature_flags": { - "enable_canned_responses": false, - "enable_conferencing": true, - "enable_external_transcripts": true, - "enable_hierarchical_translations": true, - "enable_lex_v2": true, - "enable_configurable_max_categories": true, - "enable_emoji_picker": false, - "enable_upload_documents": false, - "enable_post_survey": true, - "enable_voice_recordings": true, - "enable_lambda_post_survey_processing": true, - "use_prepopulate_mappings": true, - "use_twilio_lambda_to_transition_participants": false, - "enable_hang_up_by_hrm_saving": true - }, - "definitionVersion": "usnm-v1", - "helplineLanguage": "en-US", - "permissionConfig": "usnm" - } -} \ No newline at end of file + "attributes": { + "contacts_waiting_channels": ["sms", "voice", "voicemail"], + "external_recordings_enabled": true, + "conferencing_enable_manual_dial": true, + "enableExternalRecordings": true, + "enableConferencing": true, + "preventSendingAttachmentsFromFlex": true, + "feature_flags": { + "enable_canned_responses": false, + "enable_conferencing": true, + "enable_external_transcripts": true, + "enable_hierarchical_translations": true, + "enable_lex_v2": true, + "enable_configurable_max_categories": true, + "enable_emoji_picker": false, + "enable_upload_documents": false, + "enable_post_survey": true, + "enable_voice_recordings": true, + "enable_lambda_post_survey_processing": true, + "use_prepopulate_mappings": true, + "use_twilio_lambda_to_transition_participants": false, + "enable_hang_up_by_hrm_saving": true + }, + "definitionVersion": "usnm-v1", + "helplineLanguage": "en-US", + "permissionConfig": "usnm" + } +} diff --git a/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl b/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl index e44a5d08b8..0d4cbfd7af 100644 --- a/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl +++ b/twilio-iac/helplines/usnm/templates/studio-flows/sms.tftpl @@ -361,7 +361,7 @@ ${ }, "workflow": "${workflow_sids.sms}", "channel": "${task_channel_sids.chat}", - "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"tya\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", + "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"tya\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \n \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", "priority": "0", "timeout": "3600" } @@ -1270,7 +1270,7 @@ ${ }, "workflow": "${workflow_sids.sms}", "channel": "${task_channel_sids.chat}", - "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"std\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", + "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"std\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \n \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", "priority": "0", "timeout": "3600" } @@ -1298,7 +1298,7 @@ ${ }, "workflow": "${workflow_sids.sms}", "channel": "${task_channel_sids.chat}", - "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"fcg\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", + "attributes": "{\n \"name\": \"{{trigger.conversation.From}}\",\n \"ignoreAgent\": \"\",\n \"helpline\":\"NAMI\",\n \"transferTargetType\": \"\",\n \"service\" :\"fcg\",\n \"serviceLanguage\": \"english\",\n \"language\": \"en\",\n \"channelType\": \"sms\",\n \"e2eTestMode\": \"{{trigger.conversation.ChannelAttributes.pre_engagement_data.e2eTestMode}}\", \n \"channelSid\": \"{{trigger.conversation.ChannelSid}}\", \n \"memory\": {{trigger.conversation.ChannelAttributes.memory | to_json}}\n}\n", "priority": "0", "timeout": "3600" } From a922dba2bcfab1b1ed732ea76aa733d7e28d5d04 Mon Sep 17 00:00:00 2001 From: Alejandro Rivera Date: Tue, 1 Sep 2026 13:19:33 -0400 Subject: [PATCH 3/4] update --- .../helplines/usnm/configs/service-configuration/common.json | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/twilio-iac/helplines/usnm/configs/service-configuration/common.json b/twilio-iac/helplines/usnm/configs/service-configuration/common.json index 6b0a96dfb6..cf7c1d32ff 100644 --- a/twilio-iac/helplines/usnm/configs/service-configuration/common.json +++ b/twilio-iac/helplines/usnm/configs/service-configuration/common.json @@ -2,7 +2,7 @@ "attributes": { "contacts_waiting_channels": ["sms", "voice", "voicemail"], "external_recordings_enabled": true, - "conferencing_enable_manual_dial": true, + "conferencing_enable_manual_dial": false, "enableExternalRecordings": true, "enableConferencing": true, "preventSendingAttachmentsFromFlex": true, From 5dd3baa4fb77a2cc6e96a16cf972d2b620d9e590 Mon Sep 17 00:00:00 2001 From: Alejandro Rivera Date: Tue, 1 Sep 2026 14:49:45 -0400 Subject: [PATCH 4/4] update --- .../form-definitions/usnm/v1/customStrings/Substitutions.json | 4 +++- 1 file changed, 3 insertions(+), 1 deletion(-) diff --git a/lambdas/packages/hrm-form-definitions/form-definitions/usnm/v1/customStrings/Substitutions.json b/lambdas/packages/hrm-form-definitions/form-definitions/usnm/v1/customStrings/Substitutions.json index 2f6f3eee1d..82eb67d2de 100644 --- a/lambdas/packages/hrm-form-definitions/form-definitions/usnm/v1/customStrings/Substitutions.json +++ b/lambdas/packages/hrm-form-definitions/form-definitions/usnm/v1/customStrings/Substitutions.json @@ -115,7 +115,9 @@ "TabbedForms-ExistingCase": "-Disabled-", "abusive": "Familiar Help Seeker", "TabbedForms-NewCase": "-Disabled-", - "Error-CategoryRequired": "Select all that apply. At least one must be selected." + "Error-CategoryRequired": "Select all that apply. At least one must be selected.", + "Conference-PhoneInputDialog-QuickDialItem/988-English": "988 (English)", + "Conference-PhoneInputDialog-QuickDialItem/988-Spanish": "988 (Spanish)" }, "es": { "HelplineSubstitution": "Substitución de la Línea de Ayuda",