Skip to main content

Direct + Options Workflow Setup

The Direct + Options workflow provides a full call center experience - calls ring to agents with hold music, and callers can press * for callback or voicemail options while waiting.

Caller Experience​

  • Caller dials your number
  • Call rings to available agents with hold music
  • While waiting, caller can press * for options:
    • Press 1: Request callback (keeps place in line)
    • Press 2: Leave voicemail instead
    • Stay on line: Continue waiting for agent
  • Professional call center experience

When to Use​

  • Busy organizations with varying call volumes
  • Professional service delivery requirements
  • Need callback functionality during peak times
  • Want full featured call center capabilities

Technical Implementation​

Studio Flow Configuration​

This workflow requires a more sophisticated Studio Flow:

  1. Incoming Call → Play Greeting → Queue with Options
  2. While Queued: Hold music + listen for * key
  3. Options Menu: Route to callback or voicemail
  4. Callback: Create task + disconnect gracefully
  5. Voicemail: Record message + created task

Required Components​

  • TaskRouter Queue with callback capabilities
  • Advanced Studio Flow with Gather widgets
  • Hold music assets
  • Callback management system
  • Voicemail recording capabilities

Setup Steps​

  1. Configure Enhanced TaskRouter Queue

    {
      "queue_name": "Support_With_Options",
      "target_workers": "routing.skills HAS 'support'",
      "max_reserved_workers": 3,
      "task_order": "FIFO"
    }

  2. Upload Hold Music

    • Professional hold music file (MP3/WAV)
    • Upload to Twilio Assets or external hosting
    • Configure in Studio Flow

  3. Create Advanced Studio Flow

    • Start: Trigger Widget
    • Greeting: Play welcome message
    • Queue: Send to TaskRouter with hold music
    • Gather: Listen for * key during hold
    • Options: Present callback/voicemail menu
    • Callback: Create task + polite disconnect
    • Voicemail: Record + create task

  4. Configure Callback Logic

    • Create callback tasks in TaskRouter
    • Include original caller information
    • Set appropriate priority and routing

Features Included​

Hold Music​

  • Professional audio during wait times
  • Customizable music or messaging
  • Seamless transition when agent answers

Callback System​

  • Caller keeps place in line
  • Agent receives callback task with context
  • Reduces abandoned calls during busy periods

Voicemail Option​

  • Alternative to waiting when time is limited
  • Creates task for agent follow-up
  • Includes recorded message

Queue Management​

  • FIFO (First In, First Out) ordering
  • Priority routing capabilities
  • Real-time queue position updates

Advantages​

  • Professional: Full call center experience
  • Flexible: Multiple options for callers
  • Scalable: Handles varying call volumes
  • Efficient: Reduces abandoned calls

Implementation Complexity​

  • Medium to High: Requires multiple components
  • Testing Required: More scenarios to validate
  • Maintenance: Additional systems to monitor

Adding Features​

This workflow supports all add-ons:

Migration Paths​

From Direct Workflow​

  • Add hold music and options menu
  • Implement callback system
  • Test queue management

To Advanced Features​

  • Add department routing (IVR)
  • Implement skill-based routing
  • Add business hours handling

Troubleshooting​

Common Issues​

  • Hold music not playing: Check audio file format and Studio Flow configuration
  • Options menu not working: Verify Gather widget timeout and key detection
  • Callback tasks not created: Check TaskRouter configuration and serverless functions
  • Queue position not updating: Verify TaskRouter webhook configuration

Performance Optimization​

  • Monitor queue wait times
  • Adjust agent capacity settings
  • Optimize hold music file size
  • Review callback success rates

Quick Fixes​

  • Restart Studio Flow if widgets hang
  • Check Twilio Console for error logs
  • Verify all webhook endpoints are responding
  • Test individual flow components separately