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Route at scale
Essential Routing Features
Create tasks through a REST API to represent inbound or outbound work across every channel, all routed through one common engine.
Configurable priority and order
Select the routing priority for each task from your code, and choose whether to use a First In First Out (FIFO) or Last In First Out (LIFO) algorithm.
Time of day routing
Predefined attributes make it easy to route tasks based on time of day or day of the week.
Timeout and Escalation Logic
TaskRouter doesn’t just route and forget. You can set granular escalation logic if a task has been waiting too long in a given queue.
Define different channels and the number of tasks from each channel that an agent can handle concurrently. You can create custom channels to cover every interaction type.
The Twilio difference
Human-readable routing expressions
Define the characteristics of each task with any number of attributes. Easily write syntax to route tasks based on your chosen combination of these attributes, including escalation and fallback rules, so you don't have to write custom code.
Target worker expressions
Get fine-grained worker targeting without the complexity of a large number of queues. Segment the matching agents by their skill level or any other attribute.
Tight integration with Twilio Voice
Tasks to handle inbound voice calls are created automatically by using <Enqueue>, saving you the extra code and steps in the Voice API.
Call Orchestration done for you
Write and maintain less code for common voice use cases. TaskRouter handles all the call orchestration so that voice calls are initiated with the right architecture ready for transfers, monitor, whisper, or barge.
Designed for integration with every service and dashboard
Essential Routing features
Real-time statistics API
Use the REST API to query the current state of a given TaskQueue, Workflow, or Workspace in order to create real-time dashboards.
Historical statistics API
Pull cumulative statistics across any object within TaskRouter from any time interval over the last 30 days.Longer time periods available at additional charge.
From task created to task assigned, and everything in between, the Events API provides a historical view of every event that happened while routing tasks.
Workforce Management Integration
TaskRouter includes out-of-the-box support for integrating routing metrics and real-time data with a number of different third party Workforce Management (WFM) providers to help you manage agents at scale.
The Twilio Difference
Real-time event stream
Receive a webhook for every single event that happens in the system, so you can trigger business logic as tasks move through the system.
Enforce your SLA by controlling task assignments via webhook override. Allow disrupts to trigger task routing changes in real-time by updating tasks over the REST API.
Twilio Marketplace Add-ons
From socioeconomic information to spam scores, you can route calls based on a rich set of data from third party data Add-ons in our marketplace.
Real-time dashboard objects
TaskRouter automatically publishes the data needed for creating real-time dashboards to objects which update the SDK in real-time, making dashboards easy to create and always up to date.Additional charges apply
Experience a 99.95% uptime SLA made possible with automated failover and zero maintenance windows.
Operate at scale
Extend the same app you write once to new markets with configurable features for localization and compliance.
Use the same platform you know for voice, messaging, video, chat, two-factor authentication, and more.
Get to market faster with pay-as-you-go pricing, free support, and the freedom to scale up or down without contracts.