Skip to content

taskrouter.rst

Latest commit

 

History

History
223 lines (162 loc) · 6.31 KB

taskrouter.rst

File metadata and controls

223 lines (162 loc) · 6.31 KB
.. module:: twilio.rest.resources.task_router

TaskRouter

Twilio TaskRouter is a system for distributing tasks such as phone calls, leads, support tickets, and other work items to the people and processes that can best handle them.

For more information, see the TaskRouter documentation <https://www.twilio.com/docs/taskrouter>_.

Creating a Workspace

A Workspace is a container for your Tasks, Workers, TaskQueues, Workflows and Activities. Each of these items exists within a single Workspace and will not be shared across Workspaces.

The following code will create a new :class:`Workspace` resource and print its unique ID.

from twilio.rest import TwilioTaskRouterClient

# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"

client = TwilioTaskRouterClient(ACCOUNT_SID, AUTH_TOKEN)

workspace = client.workspaces.create(
    friendly_name="Customer Support",
    template="FIFO",  # Sets up default activities and a FIFO TaskQueue
)
print workspace.sid

Workflows

Workflows control how tasks will be prioritized and routed into TaskQueues, and how Tasks should escalate in priority or move across queues over time. Workflows are described in a simple JSON format and can be modified through the REST API or through the account portal.

The following code will create a new :class:`Workflow` resource and print its unique ID:

from twilio.rest import TwilioTaskRouterClient

# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"

# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"

# Some JSON to configure the Workflow. See the documentation at
# http://www.twilio.com/docs/taskrouter for more details.
CONFIG = """
{
   "task_routing":{
      "filters":[
         {
            "friendly_name":"Gold Tickets",
            "expression":"customer_value == 'Gold' AND type == 'ticket'",
            "targets":[
               {
                  "task_queue_sid":"WQ0123456789abcdef0123456789abcdef",
                  "priority":"2"
               }
            ]
         }
      ],
      "default_filter":{
         "task_queue_sid":"WQabcdef01234567890123456789abcdef"
      }
   }
}
"""

client = TwilioTaskRouterClient(ACCOUNT_SID, AUTH_TOKEN)

workspace = client.workflows(WORKSPACE_SID).create(
    friendly_name="Incoming Call Flow",
    assignment_callback_url="https://example.com/callback",
    fallback_assignment_callback_url="https://example.com/callback2",
    configuration=CONFIG
)
print workspace.sid

Activities

Activities describe the current status of your Workers, which determines whether they are eligible to receive task assignments. Workers are always set to a single Activity.

To create a new :class:`Activity`:

from twilio.rest import TwilioTaskRouterClient

# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"

# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"

client = TwilioTaskRouterClient(ACCOUNT_SID, AUTH_TOKEN)
activity = client.activities(WORKSPACE_SID).create(
    friendly_name="Coffee Break",
    available=False,  # Whether workers are available to handle tasks during this activity
)

Workers

Workers represent an entity that is able to perform tasks, such as an agent working in a call center, or a salesperson handling leads.

To create a new :class:`Worker`:

from twilio.rest import TwilioTaskRouterClient

# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"

# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"

client = TwilioTaskRouterClient(ACCOUNT_SID, AUTH_TOKEN)
worker = client.workers(WORKSPACE_SID).create(
    friendly_name="Jamie",
    attributes="""{
    "phone": "+14155551234",
    "languages": ["EN", "ES"]
}
"""
)
print worker.sid

TaskQueues

TaskQueues are the resource you use to categorize Tasks and describe which Workers are eligible to handle those Tasks. As your Workflows process Tasks, those Tasks will pass through one or more TaskQueues until the Task is assigned and accepted by an eligible Worker.

To create a new :class:`TaskQueue`:

from twilio.rest import TwilioTaskRouterClient

# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"

# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"

client = TwilioTaskRouterClient(ACCOUNT_SID, AUTH_TOKEN)

queue = client.task_queues(WORKSPACE_SID).create(
    friendly_name="Sales",
    # The Activity to assign workers when a task is reserved for them
    reservation_activity_sid="WA11111111111",
    # The Activity to assign workers when a task is assigned to them
    assignment_activity_sid="WA222222222222",
)
print queue.sid

Tasks

A Task instance resource represents a single item of work waiting to be processed.

To create a new :class:`Task` via the REST API:

from twilio.rest import TwilioTaskRouterClient

# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"

# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
# Some JSON containing attributes for this task. User-defined.
TASK_ATTRIBUTES = """{
     "type": "call",
     "contact": "+15558675309",
     "customer-value": "gold",
     "task-reason": "support",
     "callSid": "CA42ed11..."
}"""


client = TwilioTaskRouterClient(ACCOUNT_SID, AUTH_TOKEN)
task = client.tasks(WORKSPACE_SID).create(
    attributes=TASK_ATTRIBUTES,
    assignment_status='pending',
)
print task.sid