Skills-based routing
The heart of a contact center that you can
control from your code
Flexible routing logic
A skills‑based routing API with escalation and fallback rules
Specify in the workflow how you want tasks routed based on any combination of attributes you apply to a task. Route tasks intelligently by matching them with the skills of your agents.
Push high priority tasks to the best‑suited agents instantly over WebSocket without building your own server function. Pass all of the task context to your web interface.
Specify how many different tasks each agent can handle concurrently, with different limits per channel. You can also create custom channels to cover every interaction type.
With TaskRouter, we built a multi‑channel conversion center powerful enough to compete in an area traditionally dominated by outsourcing and SaaS solutions — at a fraction of the cost.
Management at scale
Focus on your customers, not on tracking tasks and workers
TaskRouter takes care of assigning tasks across a large number of agents. No matter the scale, our API handles the complexity of task assignment across channels.
TaskRouter doesn’t just route and forget. You can define escalation logic to incrementally expand the set of agents who can be assigned to each task.
Specify what agent skills are required to take work from each queue and TaskRouter immediately updates the state and routing logic with no code changes required.
Build granular routing logic without needing hundreds of queues. Filter tasks to a subset of workers within a queue by specifying which task attributes must match an agent’s skills.
Compliance intelligence
Meet global compliance requirements without breaking a sweat
1. A business event is captured
2. Your application adds a task to a workflow using the REST API or TwiML.
3. Workflow evaluates the task attributes against its routing configuration and prioritizes the task into the right queue with the right ordering.
4. Task queue evaluates available workers against its target workers expression and reserves an eligible worker.
5. Worker performs the task.
Real-time monitoring
Track adherence to KPIs, and implement changes to stay within SLAs
Build wallboard display dashboards of operational performance by pulling real‑time performance statistics from your TaskRouter workspace.
TaskRouter records all the statistics you need to build historical reports showing agent and queue performance.
Build a web interface to allow non‑developers to change routing configurations. Workspace SDK enables you to make administrative changes immediately and securely.
Get a live audit trail of every event that happens, from task updates to worker activity changes. Connect TaskRouter data to Twilio Sync to view the state of the entire system live.
Why Twilio
Build on Twilio. Code with Confidence.
Best-in-class channel APIs to keep the conversation going across all channels
Global reach and unrivaled scale that supports over
8 million developers
Powerful serverless tools and fully-programmable solutions that deploy in minutes
Enterprise-grade security and reliability, powering over 190,000 respected brands