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Using Chat and TaskRouter together | Appendix | Web Sequence Diagrams

If you want to customize any of the flows described here for your own use, you can paste the below descriptions into websequencediagrams.com and edit from there.

Using chat and TaskRouter together

using-chat-and-taskrouter-together page anchor
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title Chat with TaskRouter

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Customer->+App: Customer starts chat session in UI

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App->Twilio: Chat channel is created

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App->-Twilio: Task is created in Taskrouter

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note right of App: Chat information is \n stored in task attributes

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note right of Twilio: Taskrouter searches for available agent

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Agent->+Twilio: Agent comes online

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alt If Using SDK

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Twilio->Agent: Task is assigned to agent

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else If using assignment callbacks

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Twilio-->-App: Task is assigned to agent

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end

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Agent->Twilio: Agent joins chat channel

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note over Agent, Customer: Agent & Customer chat

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Customer->+App: Customer ends chat in UI

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App->+Twilio: Task marked complete

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Twilio->Agent: Agent marked as available

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App->Twilio: Chat channel closed

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Twilio->App: Chat session ended

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Twilio->-App: store chat transcript in  CRM