Orchardcore Omnichannel

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 base Omnichannel feature (CrestApps.OrchardCore.Omnichannel) provides shared message storage, contact communication-preference indexing, and communication contracts. It does not itself send SMS or email, place calls, expose an activity UI, or implement channel routing.
• The Managements feature (CrestApps.OrchardCore.Omnichannel.Managements) adds an admin UI for contacts, activities, activity batches, campaigns, subject flows, dispositions, and channel endpoints 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 events through a webhook endpoint. Prefer Microsoft Entra bearer-token delivery; a configured aeg-sas-key is a supported shared-secret alternative.
• The Azure Communication Services feature (CrestApps.OrchardCore.Omnichannel.AzureCommunicationServices) only declares the dependency bridge to Orchard Core Azure Email and SMS features. It does not add an Omnichannel channel processor or its own ACS settings and routing implementation.
• 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

NuGet Packages

Supported Channels

The omnichannel system supports the following communication channels:

• SMS - Text messaging via Twilio; the Azure Communication Services feature is currently a placeholder and does not yet provide ACS SMS wiring
• 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

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. Prefer Entra bearer-token delivery by configuring AADIssuer, AADAudience, and AADMetadataAddress; it also accepts a configured SAS key in the aeg-sas-key header.

Webhook Endpoints

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:

1. Outbound - The SmsOmnichannelProcessor creates AI chat sessions, renders initial messages using the configured subject flow and AI profile, and sends them via ISmsService.
2. 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.
3. 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:

1. Activities - View and manage omnichannel activities (calls, SMS, emails). Filter by status, channel, campaign, and assignee.
2. Activity Batches - Group and manage activities in batches for bulk operations. Batches choose a subject and contacts, then resolve campaign, interaction type, channel, and endpoint from the subject flow when activities are loaded.
3. Campaigns - Define campaign names and descriptions used for grouping and reporting.
4. Subject Flows - Configure campaign association, interaction type, channel, channel endpoint, and AI settings per OmnichannelSubject content type.
5. Dispositions - Configure unique activity outcome categories (e.g., completed, no answer, callback requested) used by subject actions.
6. Channel Endpoints - Manage communication channel endpoints (phone numbers, SMS numbers, email addresses).

Subject Flows and Manage Flow

• A subject is any content type with the OmnichannelSubject stereotype.
• Subject flow settings live at the subject-content-type level, not the campaign level.
• Campaigns are used for grouping and reporting only; they no longer define channel, interaction type, endpoint, or action logic.
• The Configure screen stores the campaign, interaction type, channel, endpoint, and AI-related settings for the subject.
• The Manage Flow screen stores disposition-driven Subject Actions for that subject.
• Subjects with no actions show a Missing flow badge in the Subject Flows list.
• When the AI feature is enabled, automated subject flows expose a chat AI profile selector plus subject goal and initial outbound prompt pattern fields.

Permissions

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.