@tiledesk/tiledesk-voice-twilio-connector 0.1.28 → 0.2.0-rc6

package/LICENSE

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package/README.md

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+# Tiledesk Voice Twilio Connector
+
+[![npm version](https://img.shields.io/npm/v/@tiledesk/tiledesk-voice-twilio-connector.svg)](https://www.npmjs.com/package/@tiledesk/tiledesk-voice-twilio-connector)
+[![Node.js Version](https://img.shields.io/node/v/@tiledesk/tiledesk-voice-twilio-connector.svg)](https://nodejs.org/)
+[![License: MIT](https://img.shields.io/badge/License-MIT-yellow.svg)](https://opensource.org/licenses/MIT)
+
+A production-ready Node.js connector that bridges **Twilio Voice API** with the **Tiledesk** conversational platform, enabling real-time voice interactions with AI-powered chatbots and human agents.
+
+## 📋 Table of Contents
+
+- [What is it?](#what-is-it)
+- [What does it do?](#what-does-it-do)
+- [How does it work?](#how-does-it-work)
+- [Installation](#installation)
+- [Quick Start](#quick-start)
+- [Configuration](#configuration)
+- [Architecture](#architecture)
+- [API Reference](#api-reference)
+- [Usage Examples](#usage-examples)
+- [Deployment](#deployment)
+
+---
+
+## 🎯 What is it?
+
+The **Tiledesk Voice Twilio Connector** is a middleware service that enables voice-based conversations through Twilio's telephony infrastructure, integrated seamlessly with Tiledesk's messaging and AI platform.
+
+### Key Features
+
+- 🎙️ **Real-time Voice Calls**: Handle inbound and outbound voice calls via Twilio
+- 🤖 **AI Integration**: Connect voice interactions with Tiledesk's AI chatbots
+- 💬 **Unified Messaging**: Convert voice to text and text to voice for seamless conversations
+- 🔄 **Bidirectional Communication**: Sync messages between Twilio and Tiledesk in real-time
+- 📊 **Session Management**: Track and manage call sessions with Redis and MongoDB
+- 🎚️ **Speech Services**: Support for OpenAI Whisper (STT) and ElevenLabs (TTS)
+- ⚡ **Event-Driven**: Asynchronous message processing with queue-based architecture
+
+---
+
+## 🚀 What does it do?
+
+The connector acts as a **translation layer** between two systems:
+
+1. **Twilio Voice API** - Handles telephony infrastructure (calls, recordings, speech recognition)
+2. **Tiledesk Platform** - Manages conversations, AI chatbots, and agent routing
+
+### Use Cases
+
+- **Voice-Enabled Customer Support**: Allow customers to call and interact with AI chatbots via voice
+- **IVR Systems**: Build interactive voice response systems with natural language understanding
+- **Voice Assistants**: Create voice-powered assistants that can handle complex conversations
+- **Call Center Integration**: Route voice calls to human agents through Tiledesk's routing system
+- **Multi-Channel Support**: Unify voice, chat, and messaging in a single conversation thread
+
+### Workflow Example
+
+```
+1. Customer calls Twilio number
+   ↓
+2. Connector receives call webhook
+   ↓
+3. Creates Tiledesk conversation session
+   ↓
+4. Converts speech to text (OpenAI Whisper)
+   ↓
+5. Sends message to Tiledesk AI chatbot
+   ↓
+6. Receives AI response from Tiledesk
+   ↓
+7. Converts text to speech (ElevenLabs)
+   ↓
+8. Plays audio to caller via Twilio
+```
+
+---
+
+## ⚙️ How does it work?
+
+### Core Components
+
+#### 1. **Voice Channel** (`VoiceChannel`)
+- Manages call session lifecycle
+- Implements message queue polling with exponential backoff
+- Handles Redis-based state management
+- Coordinates event-driven communication
+
+#### 2. **Tiledesk Channel** (`TiledeskChannel`)
+- Communicates with Tiledesk REST API
+- Manages conversation sessions
+- Handles message queuing and retrieval
+- Syncs call status with Tiledesk
+
+#### 3. **Twilio Translator** (`TiledeskTwilioTranslator`)
+- Converts Tiledesk message format to Twilio TwiML
+- Generates TwiML verbs (Say, Play, Gather, Record)
+- Handles audio file generation and streaming
+- Manages call flow state transitions
+
+#### 4. **AI Services** (`AiService`)
+- **Speech-to-Text**: Uses OpenAI Whisper API to transcribe audio
+- **Text-to-Speech**: Uses ElevenLabs API to generate natural voice audio
+- Supports both SDK and HTTP-based implementations
+- Automatic fallback mechanisms
+
+#### 5. **Session Service** (`SessionService`)
+- Creates and manages call sessions
+- Handles conversation initialization
+- Manages integration settings per project
+- Tracks call metadata
+
+#### 6. **Message Service** (`MessageService`)
+- Polls Tiledesk for new messages
+- Implements intelligent polling with delay management
+- Handles message queuing and processing
+- Manages message lifecycle
+
+### Message Flow
+
+```
+┌─────────────┐         ┌──────────────┐         ┌─────────────┐
+│   Twilio    │◄───────►│   Connector   │◄───────►│  Tiledesk   │
+│  Voice API  │  Webhooks│  (This App)  │  REST API│  Platform   │
+└─────────────┘         └──────────────┘         └─────────────┘
+                              │
+                              │
+                    ┌─────────┴─────────┐
+                    │                   │
+              ┌─────▼─────┐      ┌──────▼──────┐
+              │   Redis   │      │  MongoDB    │
+              │  (Queue)  │      │  (Storage)  │
+              └───────────┘      └─────────────┘
+```
+
+### Request/Response Cycle
+
+1. **Incoming Call**:
+   - Twilio sends webhook to `/webhook/:projectId`
+   - Connector creates Tiledesk conversation
+   - Returns TwiML to start call flow
+
+2. **Voice Input**:
+   - User speaks → Twilio records audio
+   - Connector receives audio URL
+   - Transcribes with OpenAI Whisper
+   - Sends text to Tiledesk
+
+3. **AI Response**:
+   - Tiledesk processes message
+   - AI generates response
+   - Connector polls for response
+   - Converts text to speech with ElevenLabs
+   - Returns TwiML to play audio
+
+4. **Call Management**:
+   - Status updates via webhooks
+   - Session state in Redis
+   - Call metadata in MongoDB
+
+---
+
+## 📦 Installation
+
+### Prerequisites
+
+- **Node.js** >= 18.0.0
+- **npm** >= 8.15.0
+- **MongoDB** (for session storage)
+- **Redis** (for message queue, recommended)
+
+### Install as NPM Package
+
+```bash
+npm install @tiledesk/tiledesk-voice-twilio-connector
+```
+
+### Install from Source
+
+```bash
+git clone https://github.com/Tiledesk/tiledesk-voice-twilio-connector.git
+cd tiledesk-voice-twilio-connector
+npm install
+```
+
+---
+
+## 🏃 Quick Start
+
+### Standalone Mode
+
+1. **Set environment variables**:
+
+```bash
+export API_URL=https://api.tiledesk.com
+export MONGODB_URI=mongodb://localhost:27017/tiledesk
+export REDIS_HOST=localhost
+export REDIS_PORT=6379
+export GPT_KEY=your-openai-api-key
+```
+
+2. **Start the server**:
+
+```bash
+npm start
+```
+
+The server will start on port `3000` (or `PORT` environment variable).
+
+### As NPM Package
+
+```javascript
+const { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');
+
+// Start with environment variables
+await startServer();
+
+// Or pass configuration directly
+await startServer({
+  MONGODB_URI: 'mongodb://localhost:27017/tiledesk',
+  API_URL: 'https://api.tiledesk.com',
+  REDIS_HOST: 'localhost',
+  REDIS_PORT: 6379,
+  GPT_KEY: 'your-openai-key'
+});
+```
+
+---
+
+## ⚙️ Configuration
+
+### Environment Variables
+
+| Variable | Required | Description | Default |
+|----------|----------|-------------|---------|
+| `PORT` | No | Server port | `3000` |
+| `API_URL` | Yes | Tiledesk API base URL | - |
+| `BASE_URL` | Yes | Base URL for webhooks | - |
+| `BASE_FILE_URL` | Yes | Base URL for file uploads | - |
+| `MONGODB_URI` | Yes | MongoDB connection string | - |
+| `REDIS_HOST` | Recommended | Redis host | - |
+| `REDIS_PORT` | Recommended | Redis port | `6379` |
+| `REDIS_PASSWORD` | No | Redis password | - |
+| `GPT_KEY` | Yes | OpenAI API key for STT | - |
+| `OPENAI_ENDPOINT` | No | OpenAI API endpoint | `https://api.openai.com/v1` |
+| `ELEVENLABS_ENDPOINT` | No | ElevenLabs API endpoint | `https://api.elevenlabs.io` |
+| `USE_ELEVENLABS_SDK` | No | Use ElevenLabs SDK (vs HTTP) | `false` |
+| `BRAND_NAME` | No | Brand name for customization | - |
+| `BASE_POOLING_DELAY` | No | Base polling delay (ms) | - |
+| `MAX_POLLING_TIME` | No | Max polling time (ms) | - |
+| `VOICE_TWILIO_LOG` | No | Log level | `info` |
+
+### Configuration Priority
+
+1. **Options parameter** (highest priority)
+2. **Environment variables** (`process.env`)
+3. **Default values** (lowest priority)
+
+```javascript
+// Example: Options override environment variables
+startServer({
+  MONGODB_URI: 'mongodb://custom-host:27017/tiledesk', // Overrides process.env.MONGODB_URI
+  API_URL: 'https://custom-api.tiledesk.com'           // Overrides process.env.API_URL
+});
+```
+
+---
+
+## 🏗️ Architecture
+
+### Project Structure
+
+```
+tiledesk-voice-twilio-connector/
+├── src/
+│   ├── app.js                    # Express app setup
+│   ├── config/                    # Configuration management
+│   │   ├── index.js             # Environment config
+│   │   └── logger.js            # Winston logger config
+│   ├── controllers/              # HTTP request handlers
+│   │   └── VoiceController.js   # Main voice controller
+│   ├── middlewares/              # Express middlewares
+│   │   └── httpLogger.js         # HTTP request logging
+│   ├── models/                   # Data models
+│   │   └── KeyValueStore.js     # MongoDB abstraction
+│   ├── routes/                   # Express routes
+│   │   ├── voice.js             # Voice API routes
+│   │   └── manageApp.js         # Management routes
+│   ├── services/                 # Business logic
+│   │   ├── channels/            # Channel implementations
+│   │   │   ├── TiledeskChannel.js
+│   │   │   └── VoiceChannel.js
+│   │   ├── clients/             # API clients
+│   │   │   └── TiledeskSubscriptionClient.js
+│   │   ├── translators/         # Protocol translators
+│   │   │   └── TiledeskTwilioTranslator.js
+│   │   ├── AiService.js         # AI/LLM services
+│   │   ├── AiService.sdk.js     # SDK-based AI service
+│   │   ├── IntegrationService.js
+│   │   ├── MessageService.js
+│   │   ├── SessionService.js
+│   │   ├── SpeechService.js
+│   │   ├── TwilioService.js
+│   │   └── UploadService.js
+│   └── utils/                    # Utilities
+│       ├── constants.js
+│       ├── errors.js
+│       ├── logger.js
+│       └── utils.js
+├── index.js                      # Entry point
+└── package.json
+```
+
+### Design Patterns
+
+- **Service Layer Pattern**: Business logic separated from HTTP handling
+- **Dependency Injection**: Services receive dependencies via constructor
+- **Event-Driven Architecture**: Side effects handled via EventEmitter
+- **Repository Pattern**: Data access abstracted through models
+- **Strategy Pattern**: Multiple implementations for AI services (SDK vs HTTP)
+
+---
+
+## 📡 API Reference
+
+### Main Exports
+
+#### `startServer(options?)`
+
+Starts the Express server and initializes all services.
+
+**Parameters:**
+- `options` (Object, optional): Configuration object (see [Configuration](#configuration))
+
+**Returns:** `Promise<void>`
+
+**Example:**
+```javascript
+const { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');
+
+await startServer({
+  MONGODB_URI: 'mongodb://localhost:27017/tiledesk',
+  API_URL: 'https://api.tiledesk.com'
+});
+```
+
+#### `app`
+
+Express application instance (before server starts).
+
+**Example:**
+```javascript
+const { app } = require('@tiledesk/tiledesk-voice-twilio-connector');
+
+// Mount in existing Express app
+mainApp.use('/voice', app);
+```
+
+### API Endpoints
+
+#### `POST /webhook/:id_project`
+Receives Twilio call webhooks and initiates call flow.
+
+#### `POST /tiledesk`
+Receives messages from Tiledesk platform.
+
+#### `POST /nextblock/:callSid`
+Handles call flow progression.
+
+#### `POST /speechresult/:callSid`
+Processes speech recognition results.
+
+#### `GET /health-check`
+Health check endpoint.
+
+See [USAGE.md](./USAGE.md) for detailed usage examples.
+
+---
+
+## 💡 Usage Examples
+
+### Example 1: Basic Integration
+
+```javascript
+const { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');
+
+async function main() {
+  try {
+    await startServer({
+      MONGODB_URI: process.env.MONGODB_URI,
+      API_URL: process.env.API_URL,
+      BASE_URL: process.env.BASE_URL,
+      BASE_FILE_URL: process.env.BASE_FILE_URL,
+      REDIS_HOST: process.env.REDIS_HOST,
+      REDIS_PORT: parseInt(process.env.REDIS_PORT),
+      GPT_KEY: process.env.GPT_KEY
+    });
+    console.log('Voice connector started successfully');
+  } catch (error) {
+    console.error('Failed to start:', error);
+    process.exit(1);
+  }
+}
+
+main();
+```
+
+### Example 2: Integration with Existing Express App
+
+```javascript
+const express = require('express');
+const { app: voiceApp } = require('@tiledesk/tiledesk-voice-twilio-connector');
+
+const mainApp = express();
+
+// Configure environment
+process.env.API_URL = 'https://api.tiledesk.com';
+process.env.MONGODB_URI = 'mongodb://localhost:27017/tiledesk';
+
+// Mount voice connector
+mainApp.use('/voice', voiceApp);
+
+// Your other routes
+mainApp.get('/', (req, res) => {
+  res.json({ status: 'ok' });
+});
+
+mainApp.listen(3000);
+```
+
+### Example 3: Using with dotenv
+
+```javascript
+require('dotenv').config();
+const { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');
+
+startServer().catch(console.error);
+```
+
+---
+
+## 🐳 Deployment
+
+### Docker
+
+```bash
+# Build image
+docker build -t tiledesk-voice-twilio-connector .
+
+# Run container
+docker run -d \
+  -p 3000:3000 \
+  -e PORT=3000 \
+  -e API_URL=https://api.tiledesk.com \
+  -e MONGODB_URI=mongodb://mongo:27017/tiledesk \
+  -e REDIS_HOST=redis \
+  -e REDIS_PORT=6379 \
+  -e GPT_KEY=your-openai-key \
+  --name voice-connector \
+  tiledesk-voice-twilio-connector
+```
+
+### Docker Compose
+
+```yaml
+version: '3.8'
+services:
+  voice-connector:
+    build: .
+    ports:
+      - "3000:3000"
+    environment:
+      - PORT=3000
+      - API_URL=https://api.tiledesk.com
+      - MONGODB_URI=mongodb://mongo:27017/tiledesk
+      - REDIS_HOST=redis
+      - REDIS_PORT=6379
+    depends_on:
+      - mongo
+      - redis
+```
+
+---
+
+## 📚 Additional Resources
+
+- [USAGE.md](./USAGE.md) - Detailed usage guide
+- [Tiledesk Documentation](https://developer.tiledesk.com)
+- [Twilio Voice API Docs](https://www.twilio.com/docs/voice)
+
+---
+
+## 🤝 Contributing
+
+Contributions are welcome! Please read our contributing guidelines before submitting PRs.
+
+---
+
+## 📄 License
+
+MIT License - see [LICENSE](./LICENSE) file for details.
+
+---
+
+## 👥 Authors
+
+- **Gabriele Panico** - Initial work
+
+---
+
+## 🙏 Acknowledgments
+
+- [Tiledesk](https://tiledesk.com) - Conversational platform
+- [Twilio](https://www.twilio.com) - Voice API infrastructure
+- [OpenAI](https://openai.com) - Speech-to-text services
+- [ElevenLabs](https://elevenlabs.io) - Text-to-speech services
+