Multi-Customer Contact Center

A modern contact center solution that integrates WhatsApp messaging capabilities using Azure Communication Services. This project consists of a Next.js frontend and a Python backend, providing a seamless interface for managing customer communications.

Features

• WhatsApp messaging integration via Azure Communication Services
• Real-time chat functionality
• Customer management dashboard
• Support for multiple communication channels
• Template message support
• File and media sharing capabilities

Project Structure

multi-customer-contact-center/
├── backend/
   ├── main.py         # Azure Communication Services integration
   ├── api.py          # Backend API endpoints
   └── .env           # Environment configuration

Prerequisites

• Python 3.x
• Node.js and npm
• Azure Communication Services account
• WhatsApp Business Account
• Azure subscription

Environment Variables

Create a .env file in the backend directory with the following variables:

COMMUNICATION_SERVICES_CONNECTION_STRING=your_connection_string_here
RECIPIENT_PHONE_NUMBER=your_phone_number_here
WHATSAPP_CHANNEL_ID=your_whatsapp_channel_id_here

In order to chat to this bot, please whitelist your WhatsApp Phone Number by adding it in the Customer Profile Json

Setup Instructions

1. Backend Setup

   cd backend
   pip install -r requirements.txt
   python3 main.py

Technologies Used

Backend

• Python
• Azure Communication Services
• Azure SDK for Python

Features

1. Customer Management

   • View and manage customer profiles
   • Track customer interactions
   • Access customer history

2. Communication Channels

   • WhatsApp integration
   • Template message support
   • Text message capabilities
   • Media sharing support

3. Contact Center Portal

   • Please Deploy ACS Web Chat Hero for Live Agent chat portal: https://github.com/Azure-Samples/communication-services-web-chat-hero

Security

• Environment variables for sensitive data
• Secure communication with Azure services
• Authentication and authorization implementation

Contributing

1. Fork the repository
2. Create your feature branch (git checkout -b feature/AmazingFeature)
3. Commit your changes (git commit -m 'Add some AmazingFeature')
4. Push to the branch (git push origin feature/AmazingFeature)
5. Open a Pull Request

License

This project is licensed under the MIT License - see the LICENSE file for details.