Workflow Resource

Workflows control how tasks will be prioritized and routed into Queues, 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. You can learn more about Workflows here.

You specify which Workflow should control a Task when you add the Task to the Workspace. The Workflow will manage the Task's queue and priority until it is either assigned to a Worker, removed from the queue, or modified.

When a Task is assigned to a Worker, your application will receive a callback to the Workflow's AssignmentCallbackUrl, and your application can then do whatever is required to deliver the Task to the worker (for example, instructing Twilio to dial the phone number of the Worker selected to receive the call). Read more about Task assignment here.

複数のWorkflow

1つのWorkspaceに複数のWorkflowを設定できます。 これにより、さまざまなタイプのアプリケーションや状況に応じて異なるルーティングルールを設定できます。

For example, a call center has one group of Workers that handles both phone and chat tasks. These two Task types have different service-level targets and agent requirements. They will also originate from separate external applications. To separate application concerns, the call center creates a single Workspace with two separate Workflows, one for phone calls and the other for chat requests.

Taskの作成と割り当て

TaskをWorkspaceに追加するたびに、どのWorkflowでこのTaskをルーティングする必要があるかを指定します。 Workflowは、Taskに優先度を付けてQueueに入れます。QueueにあるTaskは、必要なケイパビリティを備えた使用可能なWorkerに割り当てられます。 詳細については、Taskリソースをご覧ください。

AssignmentCallbackUrl によるTask割り当ての処理

Every Workflow has an AssignmentCallbackURL property, as well as a FallbackAssignmentCallbackUrl in case requests to the first URL fail. When a Worker is assigned a Task, TaskRouter will make an HTTP request to this URL. Your application must handle this request to then do whatever is required to connect the Task to the Worker in your application. For example, this might mean pushing a case to an instance of an agent's web application, or dialing an agent's phone number using Twilio. See this section for more information on handling Task Assignment callbacks.

If we cannot hit your AssignmentCallbackUrl or FallbackAssignmentCallbackUrl, TaskRouter will automatically change your Reservation status to canceled. To get a better sense of how assignment callbacks work, use a tool like Beeceptor to ensure that the assignment callback is firing correctly and to examine the contents of the post.