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Custom Build Workflow

Create a unique voice experience tailored to your organization's specific needs using Twilio Studio Flows.

Overview

The Custom Build option gives you complete control over your voice workflow by letting you design your own Twilio Studio Flow from scratch. This is perfect for organizations with unique requirements that don't fit the standard workflows.

When to Use Custom Build

Choose Custom Build when you need:

  • Complex routing logic based on multiple conditions
  • Integration with specific external systems during the call
  • Unique IVR menus with custom branching
  • Advanced call handling scenarios
  • Specialized compliance or reporting needs

Getting Started

Prerequisites

  • Access to Twilio Console
  • Understanding of Twilio Studio Flow basics
  • Knowledge of your organization's call handling requirements

Basic Setup

  1. Create a New Studio Flow

    • Log into your Twilio Console
    • Navigate to Studio Flows
    • Click "Create new Flow"
    • Choose "Start from scratch"
  2. Design Your Flow

    • Add widgets for your specific requirements
    • Configure routing logic
    • Set up integrations as needed
    • Test your flow thoroughly
  3. Connect to Your Phone Number

    • Configure your Twilio phone number to use your custom flow
    • Update webhook URLs as needed
    • Test end-to-end functionality

Common Custom Patterns

Multi-Department Routing

Caller presses 1 → Sales queue
Caller presses 2 → Support queue
Caller presses 3 → Billing queue
No response → Main queue

Conditional Routing

Business hours → Ring agents
After hours → Voicemail
Holiday → Special message
Emergency → Escalation flow

CRM Integration

Caller ID lookup → Known customer flow
New caller → Registration flow
VIP customer → Priority queue

Resources

Getting Help

Need assistance with your custom build?

  • Review existing workflow implementations for inspiration
  • Check Common Issues for troubleshooting
  • Contact support for complex requirements

Next Steps

Once your custom flow is working:

  1. Test thoroughly with different scenarios
  2. Document your flow for team reference
  3. Set up monitoring to track performance
  4. Consider add-ons like transcription or email notifications