Skip to contentSkip to navigationSkip to topbar
Rate this page:
On this page

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

_32
title 2-way SMS with TaskRouter
_32
_32
Customer->+App: Customer sends text
_32
App->Twilio: Look for open tasks from this sender
_32
alt New Conversation
_32
App->Twilio: Create New Chat Channel
_32
App->Twilio: Add Customer # to Channel
_32
App->Twilio: Create Task w/ Channel id \nas attribute
_32
note over Twilio, Agent:
_32
TaskRouter searches
_32
for available agent
_32
end note
_32
Twilio->+Agent: Reservation Request
_32
Agent->Twilio: Accept and Join Chat Channel
_32
else Existing Conversation
_32
Twilio->App: Return task, extract chat \nchannel from attribute
_32
App->Twilio: Push Message into Channel
_32
Twilio->Agent: MessageAdded
_32
end
_32
note left of Agent: Agent Replies
_32
Agent->Twilio: add message to channel
_32
Twilio->App: messaged added
_32
note over App:
_32
If message added by agent
_32
pull contents of message
_32
end note
_32
App->Customer: send text reply
_32
note over Customer, Agent: Customer or Agent Ends Conversation
_32
App<->Twilio: Store Chat transcript in CRM
_32
App->Twilio: Close Chat Channel
_32
App->Twilio: Move task to wrapup
_32
Agent->Twilio: Move task to complete


Rate this page: