Noob to Twilio Flex. Have built a 3 language voice IVR. Everything is working as expected except how to manage callers when there are no agents available or if an agent doesn't answer in a timely manor.
I have tried setting the timeout on the "send to Flex" widget, the TaskRouter Wrokflow, and the TaskQueues, but to no avail.
Ideally I would want them to hear the hold music for a predetermined time then be sent to a "unavailable" message if no one answers or if no agents are available.
Any guidance would be appreciated.
The element in question is "English_SendCallToAgent"
{
"name": "English_SendCallToAgent",
"type": "SendToFlex",
"properties": {
"offset": {
"x": -860,
"y": 2030
},
"workflow": "WW.................................",
"channel": "TC.................................",
"attributes": "{ \"type\": \"inbound\", \"name\": \"{{trigger.call.From}}\",\"call_sid\": \"{{trigger.call.sid}}\"}",
"timeout": 5,
"priority": null,
"waitUrl": "https://handler.twilio.com/twiml/EH.................................",
"waitUrlMethod": null
},
"transitions": [
{
"event": "callComplete",
"conditions": [],
"next": null,
"uuid": "e1................................."
},
{
"event": "failedToEnqueue",
"conditions": [],
"next": "FF.................................",
"uuid": "25................................."
},
{
"event": "callFailure",
"conditions": [],
"next": null,
"uuid": "8c................................."
}
],
"sid": "FF................................."
},
there is a Twilio Help Center article that provides some insights here.
Implementing Voicemail with Twilio Flex, TaskRouter, and WFO
This guide walks you through creating a special voicemail-specific TaskRouter queue with no agents, and a workflow to send tasks to this queue after they've waited for 30 seconds.