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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