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Twilio Abandoned Chats and Calls

Is there a way to have a webhook on Abandoned chats and calls in Twilio ? I can see that these info can be tracked in flex insights, but I want to add a callback event everytime twilio tracks an abandoned chat or call, anybody knows if that possible ?

Thanks,

Solution

  • Twilio developer evangelist here.

    You can use the TaskRouter Workspace Callback Event webhook. the event you want is task.canceled - as that is what maps to the “abandoned” metric in Flex Insights. https://www.twilio.com/docs/taskrouter/api/event/reference#event-callbacks

    Note: we also get that “canceled” event when something goes wrong (not just for abandons), but it’s the closest we’ll probably get. Even Flex Insights doesn’t distinguish between a “real” abandon and a “problem”.