Twilio Task Router - How to transfer assigned Task to some other worker?

There is one task Assigned to WORKER A, however after spending sometime, WORKER A realized, this can not be handled by own and needs to be transferred to WORKER B.

How can we achieve this using Twilio Task Router?

First you have to understand how is the lifecycle of a Task.

1. When the task is created. the first state is pending.
2. Then, Twilio will look for a worker who has capacity to get this Task.
3. The task is now reserved.

When a Task is reserved, this task could not be assigned to a new agent, because it violates the Task LifeCycle. (https://www.twilio.com/docs/taskrouter/lifecycle-task-state)

If you are going to solve this problem, you have two options:

1. If you want a Flex solution for the twilio flex plattaform you can use a plugin available (https://www.twilio.com/docs/flex/solutions-library/chat-and-sms-transfers)

2. If you want to solve it with a backend solution. you have to first:

• delete or complete the Task.
• Create a new one with the same Task attributes to preserve the data in the conversation.
• Create a new channel to communicate the worker with the task user.
• Assign the task to the workerSid (WorkerB). Remember that, you have to handle if the worker B has no capacity to recieve a new Task