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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

title 2-way SMS with TaskRouter

Customer->+App: Customer sends text
App->Twilio: Look for open tasks from this sender
alt New Conversation
    App->Twilio: Create New Chat Channel
    App->Twilio: Add Customer # to Channel
    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 Message into Channel
    Twilio->Agent: MessageAdded
end
note left of Agent: Agent Replies
Agent->Twilio: add message to channel
Twilio->App: messaged added
note over App: 
    If message added by agent
    pull contents of message
end note
App->Customer: send text reply
note over Customer, Agent: Customer or Agent Ends Conversation
App<->Twilio: Store Chat transcript in CRM
App->Twilio: Close Chat Channel
App->Twilio: Move task to wrapup
Agent->Twilio: Move task to complete

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