Using Email 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 Email and TaskRouter together
title 2-way Email with TaskRouter Customer->+Email API: Customer sends email Email API->App: Email API webhooks your app \n server with JSON of email App->Twilio: Look for open tasks from this sender alt New Conversation App->Twilio: Create New Chat Channel App->Twilio: Add Customer as member to \nChannel with email as identity App->Twilio: Create Task w/ Channel id \nas attribute note over Twilio, Agent: TaskRouter searches for available agent end note Twilio->+Agent: Reservation Request Agent->Twilio: Accept and Join Chat Channel else Existing Conversation Twilio->App: Return task, extract chat \nchannel from attribute App->Twilio: Push Email as Message into Channel Twilio->Agent: MessageAdded end note left of Agent: Agent Replies Agent->Twilio: add message to channel Twilio->App: messaged added event note over App: If message added by agent pull contents of message end note App->Email API: send text of reply\n as Email to API Email API->Customer:Customer receives email reply note over Customer, Agent: Customer or Agent Ends Conversation App<->Twilio: Store transcript of email thread \nin CRM by saving chat transcript App->Twilio: Close Chat Channel App->Twilio: Move task to wrapup Agent->Twilio: Move task to complete
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