orchardcore-omnichannel

name	orchardcore-omnichannel
description	Skill for configuring Omnichannel communication in Orchard Core using CrestApps modules. Covers subject flows, subject actions, campaigns as grouping/reporting records, activity batches, dispositions, multi-channel messaging (SMS, email, phone, chat), AI-powered automation, Azure Event Grid webhooks, and Twilio integration. Use this skill when requests mention Orchard Core Omnichannel, Subject Flows, Manage Flow, Omnichannel SMS, Contact Management, Channel Endpoints, Communication Preferences, Activity Batches, Campaigns, Dispositions, or related setup and troubleshooting. Strong matches include CrestApps.OrchardCore.Omnichannel, CrestApps.OrchardCore.Omnichannel.Managements, CrestApps.OrchardCore.Omnichannel.Sms, CrestApps.OrchardCore.Omnichannel.EventGrid, OmnichannelContactPart, SubjectFlowSettings, SubjectAction, IOmnichannelProcessor, plus the code patterns, admin flows, recipe steps, and referenced examples captured in this skill.
license	Apache-2.0
metadata	{"author":"CrestApps Team","version":"1.0"}

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, 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 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, activity batches, campaigns, subject flows, 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:

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.

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 subject; the new activity resolves campaign and channel behavior from the target subject flow.
• 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.