Create update through SMS task in twilio taskrouter when user requests text update through IVR.

So, i have an option to allow customer receive update through text messages in my IVR system that is connected to twilio flex. But i am not able to figure out how to convert that voice channel to SMS channel so that the agent then can communicate to the client through the SMS channel rather than the voice channel used in initial IVR system.

Best Answer

  • cmorrison
    edited March 5 Answer ✓

    Hi there,

    Since the task is still attached to a call, Taskrouter will override any channel changes you make on the task. What you will need to do is generate a new task with channel type SMS, so the SMS chat channels can be provisioned properly.

    The call flow would look something like this:

    1. Call comes in
    2. Caller selects the SMS option
    3. If using studio, use the Run Function widget to generate a new task, otherwise use the outbound SMS strategy to create a chat channel, add participants, and configure proxy (outlined below)
    4. Disconnect call

    If you haven't already, I would take a look at the queued callback plugin - that allows callers to select a callback option, and generates a task for the agent to return their call. All you would need to do is update the followup task attributes to reflect that the customer wanted an SMS and not a call.

    If you wanted to generate an outbound SMS instead of a followup task, you can use the sample code here to replace the generic to-do task in the callback plugin.


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