15 Jul 2010 dyork   » (Master)

I've been playing around a bit more with Tropo.com[1] lately, adding multiple channels (voice, SMS, IM, Twitter) to some different applications. My personal interest is naturally with Twitter, where I've been a longtime user. Back in May, I put up a post:

Scaling Your Twitter Support, Part 1: Adding a “Night Service” via Tropo.com

which shows how you can create an app that attaches to your Twitter account and responds only during a defined set of hours. The idea being that if you start using Twitter for customer service or support and only have staffing during certain hours, you can have the Tropo app respond during the off-hours when you don't have staff.

The app as I wrote about it in May is really dumb. It simply sends a single message back to anyone who responds during the off-hours. The same message. To everyone.

The next step I'm working on is to make it a bit more intelligent. The "currentCall.initialText" variable is loaded with the tweet that is sent in. I can therefore take a look at that tweet and search on keywords. If someone includes "help" I can send one message. If someone says "thank you", I could reply back with "You're welcome". If someone says "idiot", I could reply back with "Oh, yeah?" (Well, maybe not...) But you get the idea.

Fun stuff...

P.S. If anyone here at Advogato wants to play around with developing similar apps, accounts are free at Tropo.com and there are many samples in the docs and over on Github.

[1] Full disclosure: Tropo.com is a service of Voxeo Labs, a division of my employer, Voxeo. I don't work for the Labs team, but we're all part of the same company.

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