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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