Build a Two-way Customer Support System with SMS

Businesses across the internet interact with millions of customers every day. Providing customers with a positive experience helps to build a strong brand image and increases their trust

Businesses across the internet interact with millions of customers every day. Providing customers with a positive experience helps to build a strong brand image and increases their trust. Reliable, fast, and helpful customer support is a key component of great customer service and it all starts by providing a convenient and simple way to get in touch. Just as crucial is the need to provide your customer support team with the tools they need to assist your customers.

In this tutorial, we’ll build an application that forwards incoming SMS in real-time and allows us to reply directly from a Slack channel using Twilio, Slack, and the Symfony framework.

In doing so, you’ll see the Symfony Notifier Component in action and understand how to leverage it’s abstraction to communicate between the customer and your support staff through different communication channels. Finally, we’ll look at how to react to incoming SMS and Slack messages using webhooks, and proxy the messages between the two platforms.

Prerequisites

To complete this tutorial you will need the following:

• A free Twilio account
• Ngrok installed locally
• Access to a Slack organization, with permission to create bots
• The Symfony binary installed locally

You will also need an active Twilio phone number with SMS capabilities. If you don't already have a phone number you can purchase one here.

Create a New Symfony Application

To begin we will create a new Symfony project. We'll be using the Symfony binary to generate the project for us, so if you don't already have it installed, you can follow the installation instructions from the Symfony documentation. Once you have the Symfony binary installed, run the following command in a terminal:

$ symfony new --full --version=5.1 sms-slack-proxy && cd sms-slack-proxy

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