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Using SMS 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 SMS and TaskRouter together

using-sms-and-taskrouter-together page anchor
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title 2-way SMS with TaskRouter

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Customer->+App: Customer sends text

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App->Twilio: Look for open tasks from this sender

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alt New Conversation

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    App->Twilio: Create New Chat Channel

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    App->Twilio: Add Customer # to Channel

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    App->Twilio: Create Task w/ Channel id \nas attribute

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    note over Twilio, Agent:

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        TaskRouter searches

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        for available agent

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    end note

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    Twilio->+Agent: Reservation Request

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    Agent->Twilio: Accept and Join Chat Channel

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else Existing Conversation

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    Twilio->App: Return task, extract chat \nchannel from attribute

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    App->Twilio: Push Message into Channel

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    Twilio->Agent: MessageAdded

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end

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note left of Agent: Agent Replies

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Agent->Twilio: add message to channel

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Twilio->App: messaged added

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note over App:

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    If message added by agent

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    pull contents of message

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end note

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App->Customer: send text reply

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note over Customer, Agent: Customer or Agent Ends Conversation

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App<->Twilio: Store Chat transcript in CRM

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App->Twilio: Close Chat Channel

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App->Twilio: Move task to wrapup

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Agent->Twilio: Move task to complete