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HLS Frontline for Pharma

Installation

This section details the requirements for a successful initial provisioning and installation of the blueprint application, including the necessary prerequisite steps, the variables that are needed to initiate installation, and the installation steps themselves.

Prerequisites

The following prerequisites must be satisfied prior to installing the application.

Docker Desktop

Install Docker desktop that includes docker compose CLI will be used to run the application installer locally on your machine. Goto Docker Desktop and install with default options. After installation make sure to start Docker desktop.

SalesForce CLI (sfdx)

  • Download and install from https://developer.salesforce.com/tools/sfdxcli.
  • To verify installation, go to a terminal and run 
    sfdx --version
    If a version number is printed, you have installed the CLI correctly like below 
    sfdx-cli/7.151.1 darwin-x64 node-v16.13.1

Retrieve Latest Blueprint from Github

  • If this is your first time installing this blueprint, open a terminal and execute the following:

    git clone https://github.com/twilio/hls-frontline-pharma.git

  • Otherwise, open a terminal and cd to the hls-frontline-pharma folder and execute the following:

    git pull

Provision Frontline Twilio Account

A separate Twilio account is required for Frontline. Note that Flex service CANNOT be enabled on this Twilio account.

1. Create New Twilio Account

  • Account creation page at https://www.twilio.com/console/projects/create

    • Set account name to hls-frontline-pharma & click 'Verify' button
    • Verify the new Twilio account either via email or phone
    • Once the Twilio account is created, please note the Account SID and Auth Token from the Twilio console for later use.
    • If you have multiple Twilio Projects under your account, make sure that you are logged into the Project that you want the application to be deployed to.

  • If you don't already have a Twilio account, goto Free trial page at https://www.twilio.com/try-twilio

If you have multiple Twilio Projects under your account, make sure that you are logged into the Project that you want the application to be deployed to.

2. Create Organization

  • Open Admin Center at https://www.twilio.com/console/admin
  • If opening errors, then look for 'Create an Organization' menu item from the console account selection menu
  • Click 'Create an Organization'
  • Create an organization, you can name it anything (e.g., OwlHealth)
  • Sample Organization page below

3. Buy Twilio Phone Number

If you intend to send outbound SMS from this Twilio account, please get the account upgraded to an employee acount.

4. Create Frontline Service

  • Open Frontline Overview page at https://www.twilio.com/console/frontline
  • Click
    • In 'Set Frontline service as your default' pop-up window, check the checkbox
    • Click
    • Wait until complete ... if you encounter an error message, please check with HLS engineering team.
  • After your Frontline service is created, you'll see 4 list items under 'Configure the Frontline application' where the first step should be completed (striked-out) for you already.

5. Configure Frontline Service

6. Frontline SSO Realm SID

Deploy Blueprint Service

Frontline Twilio & Salesforce accounts must be already provisioned.

Please ensure that you do not have any running processes that is listening on port 3000 such as development servers or another HLS installer still running.

Make sure to increase the docker desktop memory from default 2GB to 6GB.

1. Remove Docker Image

First, to ensure installation using the latest docker image, execute the following in your terminal window

docker image rm twiliohls/hls-frontline-pharma-installer

2. Run Installer Docker Container

Replace ${TWILIO_ACCOUNT_SID} and ${TWILIO_AUTH_TOKEN} with that of your target Twilio account.

docker run --pull=always --name hls-frontline-pharma-installer --rm --publish 3000:3000  \
--env ACCOUNT_SID=${TWILIO_ACCOUNT_SID} --env AUTH_TOKEN=${TWILIO_AUTH_TOKEN} \
--interactive --tty twiliohls/hls-frontline-pharma-installer

If running on Apple Silicon (M1 chip), add --platform linux/amd64 option.

3. Open installer in browser

  • Open http://localhost:3000/installer/index.html

  • Enter the following information:

    Field Value
    Administrator Your mobile phone number for receiving MFA in E.164 format
    Application Password password for applciation administrator page access
    (recommend just using password)
    Sf Consumer Key SALESFORCE_API_KEY
    Sf Username SALESFORCE_USERNAME
    Sf Instance Url SALESFORCE_URL
    (e.g., https://twilio-b3-dev-ed.my.salesforce.com)

  • Click at the bottom and wait ...

  • When '✔ Application is deployed', deployment is complete

4. Seed Salesforce Data

In the installer, click the Administration button towards the bottom of the page to open up the Administration page. When the page opens, click the "Seed Data" button, and wait until the adjacent text says "SUCCESS". Refresh the page to see the data seeded into Salesforce.

5. Terminate installer

To terminate installer:

  • Enter Control-C in the terminal where docker run ... was executed; or
  • Stop the hls-frontline-pharma-installer docker container via the Docker Desktop

Provision Salesforce Account

Frontline requires that there is a SSO integrated with your App in order to sign in to the Frontline app. For that we'll need a Salesforce Developer Account.

1. Provision Salesforce Account

  • Open sign up page at https://developer.salesforce.com/signup

  • Enter the following information:

    Field Value
    First Name your-first-name
    Last Name your-last-name
    Email your-twilio-email +1
    (e.g., bochoi+sf@twilio.com to identify email used per sign-up)
    Role Developer
    Company Twilio
    Country/Region United States
    Postal Code 94105
    Username login-name-to-use (e.g., bj@owlhealth.com.
    Note that username can be different from email and used to log into frontline app)

  • Click

  • Wait until you see 'Please check your email to confirm your account'

  • Wait until you receive email with subject 'Welcome to Salesforce: Verify your account'

  • Open the email and note the following:

    • Salesforce URL (e.g., https://twilio-b3-dev-ed.my.salesforce.com)
      and save by executing source ./configuration.sh SALESFORCE_URL
    • Username above entered during sign-up
      and save by executing source ./configuration.sh SALESFORCE_USERNAME

  • Click

  • In Change Your Password page, enter your password and remember it as you'll need it to login on the frontline app

  • Click

  • You will be logged into your Salesforce account

2. Create IDP Certificate

  • From Setup Home, navigate to SETTINGS ⮕ Security ⮕ Certificate and Key Management

  • Click

  • Enter the following information:

    Field Value
    Label SalesforceIDP
    Unique Name SalesforceIDP
    Exportable Private Key ✔
    Key Size 2048
    Company Twilio
    Country/Region United States
    Postal Code 94105

  • Click

  • Click that will download SalesforceIDP.crt file to ~/Downloads folder for later use

  • Sample screen below

3. Enable Identity Provider

  • From Setup Home, navigate to SETTINGS ⮕ Identity ⮕ Identity Provider

  • Click

  • Select certificate SalesforceIDP

  • Click

  • Select to warning dialog about IdP Certificate change

  • Sample screen below

4. Create ConnectedApp for Frontline

  • From Setup Home, navigate to PLATFORM TOOLS ⮕ Apps ⮕ App Manager

  • Click in upper right

  • In Basic Information section, fill in the following:

    Field Value
    Connected App Name FrontlinePharma
    API Name FrontlinePharma
    Contact Email email-used-to-sign-up (e.g., bochoi+sf@twilio.com)

  • In API (Enable OAuth Settings) section, enter the following:

    Field Value
    Enable OAuth Settings ✔
    Callback URL https://login.salesforce.com/services/oauth2/success
    Use digital signatures ✔ and click and upload hls-frontline-pharma/assets/server.crt
    Selected OAuth Scopes Add Manage user data via APIs (api) & Perform requests at any time (refresh_token, offline_access) to 'Selected OAuth Scopes'

  • In Web App Settings section, enter the following replacing FRONTLINE_REALM_SID with your Realm SID
    or generate by executing source ./configuration.sh:

    Field Value
    Enable SAML ✔
    Entity Id https://iam.twilio.com/v2/saml2/metadata/FRONTLINE_REALM_SID
    ACS URL https://iam.twilio.com/v2/saml2/authenticate/FRONTLINE_REALM_SID
    IdP Certificate SalesforceIDP

  • Click at the bottom

  • Click on the next page

  • Sample screen below

5. Configure FrontlinePharma ConnectedApp

  • From Setup Home, navigate to PLATFORM TOOLS ⮕ Apps ⮕ Connected Apps ⮕ Manage Connected Apps

  • Select FrontlinePharma app

  • Scroll down to Profiles section

    • Click
    • Select Standard User & System Administrator profiles
    • Click at the bottom right
    • Sample screen below

  • Scroll down to Custom Attributes section

    • Click
    • Enter Attribute Key to roles
    • Enter Attribute value to 'agent' (including enclosing single quotes)
    • Click
    • Sample screen below

  • From Setup Home, navigate to PLATFORM TOOLS ⮕ Apps ⮕ Connected Apps ⮕ Manage Connected Apps

  • Click button to the left of FrontlinePharma App

  • In OAuth Policies section,

    Field Value
    Permitted Users Change to Admin approved users are pre-authorized
    IP Relaxation Change to Relax IP restrictions

  • Click button at the bottom

  • Sample screen below

6. Authorize ConnectedApp to Frontline

  • From Setup Home, navigate to PLATFORM TOOLS ⮕ Apps ⮕ App Manager

  • Locate FrontlinePharma app and click from the right drop down menu

  • In API (Enable OAuth Settings) section:

    • Save Consumer Key by executing source ./configuration.sh SALESFORCE_API_KEY

  • Sample screen below

  • Open a terminal and cd to your hls-frontline-pharma folder

  • Execute the following script replacing SALESFORCE_API_KEY and SALESFORCE_USERNAME below with your values
    or generate by executing source ./configuration.sh

    sfdx auth:jwt:grant \
--clientid SALESFORCE_API_KEY \
--jwtkeyfile assets/server.private.key \
--username SALESFORCE_USERNAME \
--setdefaultdevhubusername --setalias SALESFORCE_USERNAME

Deploy Frontline Serverless

Follow the steps in Deploy Blueprint Service

Configure Frontline SSO with Salesforce

1. Configure Frontline SSS

  • Open Frontline Configure SSO page at https://www.twilio.com/console/frontline/sso

  • Enter the following, replacing SALESFORCE_URL or execute source ./configuration.sh:

    Field Value
    Workspace ID Subdomain of SALESFORCE_URL
    (e.g., twilio-b3-dev-ed)
    Identiy provider issuer SALESFORCE_URL
    SSO URL SALESFORCE_URL/idp/endpoint/HttpRedirect
    X.509 Certificate paste the contents of executing cat ~/Download/SalesforceIDP.crt

    -----BEGIN CERTIFICATE-----
    MIIEcjCCA1qgAwIBAgIOAYD5aqycAAAAABDSggIwDQYJKoZIhvcNAQELBQAwfjEW
    ...
    -----END CERTIFICATE-----

  • Click button at the bottom

  • Sample screen below

2. Configure Frontline Routing & Callbacks

  • Open Functions Services at https://www.twilio.com/console/functions/overview/services

  • Click service named hls-frontline-pharma

  • Scroll to the bottom and note the hostname just above button (e.g., hls-frontline-pharma-6110-dev.twil.io)
    and save by executing source ./configuration.sh FRONTLINE_SERVICE_HOSTNAME

  • Sample screen below

  • Open Frontline Manage Routing at https://www.twilio.com/console/frontline/routing

  • Click on 'Custom routing' radio button

  • Enter for 'Custom routing callback URL', https://FRONTLINE_SERVICE_HOSTNAME/inbound-routing

  • Click button at the bottom

  • Sample screen below

  • Open Frontline Manage Callbacks https://www.twilio.com/console/frontline/configure

  • Enter following by replacing FRONTLINE_SERVICE_HOSTNAME or executing source ./configuration.sh:

    Field Value
    CRM Callback URL https://FRONTLINE_SERVICE_HOSTNAME/crm
    Outgoing Conversations Callback URL https://FRONTLINE_SERVICE_HOSTNAME/outgoing-conversation
    Templates Callback URL https://FRONTLINE_SERVICE_HOSTNAME/templates

  • Click button at the bottom

  • Sample screen below

3. Configure Conversation Global Webhooks

  • Open Conversations Webhooks https://www.twilio.com/console/conversations/configuration/webhooks

  • Enter following by replacing FRONTLINE_SERVICE_HOSTNAME or executing source ./configuration.sh:

    Field Value
    Pre-Event URL https://FRONTLINE_SERVICE_HOSTNAME/conversation
    Post-Event URL https://FRONTLINE_SERVICE_HOSTNAME/conversation
    Pre-webhooks Select
    onConversationAdd
    onMessageAdd
    onParticipantAdd
    Post-webhooks Select
    onConversationAdded, onConversationUpdated, onConversationStateUpdated
    onMessageAdded
    onParticipantAdded

  • Click button at the bottom

  • Sample screen below

4. Configure Voice Integration

5. Configure Frontline Mobile App

  • Open Frontline at https://www.twilio.com/console/frontline
  • If configuration was succesful, you should be 'Download the Twilio Frontline app' section
  • Download the Frontline app
  • Start the Frontline app on your mobile device
  • Login using FRONTLINE_WORKSPACE_ID (Frontline Workspace ID) and SALESFORCE_USERNAME
  • If logging in for the first time, email with subject 'Verify your identity in Salesforce' will be sent to your email used to sign up for Salesforce account above.

Add Custom Fields to Contact Layout

  • By default, Contacts to not have a field called "Consent"; this must be manually added to be seen in the Contact Details.
  1. Click on Setup in the top right of Salesforce.
  2. On the left pane, click Objects and Fields > Object Manager.
  3. Click on Contact, then Page Layouts, then "Contact Layout".
  4. Drag "Consent" from the list of fields at the top of the page to the Contact Information section img
  5. Hover over the Highlights Panel and a button with a wrench will appear on the right hand side; click this: img
  6. Select "Consent" from the dropdown menu titled "Top Field" img
  7. Hit OK.
  8. Select the save button on the top left of the fields pane. img

Note It takes up to 10 minutes for the custom field attribute to become visible.

A. Common Problems/Errors:

  • Outbound routing is not working:
    • Usually happens when a Salesforce Contact's phone number is not in E. 164 Format "+1234567890"

Add User to Salesforce Account

This is 100% optional if you want to add a 2nd user to your Salesforce account

You can add a user to your (i.e., where you are the administrator) Salesforce account. The Salesforce developer account allows adding 1 (total of 2) users.

1. Login to Salesforce Account

Login using your username to the Salesforce Account to add user to. The URL should end with my.salesforce.com

2. Create New User

  • From Setup Home, navigate to ADMINISTRATION ⮕ Users ⮕ Users

  • Click

  • In New User screen, enter the following:

    Field Value
    First Name First name of new user
    Last Name Last name of new user
    Alias Assign any alias for new user
    Email Assign email for new user, making sure not to re-use previous used email
    Recommend using + email, e.g., bochoi+sf2@twilio.com
    Username Login username in email format (e.g., bj@owlhealth.com)
    Make sure this is unique within the Salesforce account.
    Nickanme Same as Alias above
    Role Select any role from dropdown
    User License Select Salesforce from dropdown
    Profile Select Standard User from dropdown
    (call it NEW_SALESFORCE_USERNAME)

  • Verify new user email via your email client & set a password

  • Sample screen below

3. Authorize New User for SSO

  • Open a terminal and cd to your hls-frontline-pharma folder

  • Execute the following script replacing SALESFORCE_API_KEY and SALESFORCE_USERNAME below with just created username

    sfdx auth:jwt:grant \
--clientid SALESFORCE_API_KEY \
--jwtkeyfile assets/server.private.key \
--username NEW_SALESFORCE_USERNAME \
--setdefaultdevhubusername --setalias NEW_SALESFORCE_USERNAME

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v1.0.1 Latest
Jul 29, 2022

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