If you want to customize any of the flows described here for your own use, you can paste the below descriptions into websequencediagrams.com and edit from there.
_32title 2-way SMS with TaskRouter_32_32Customer->+App: Customer sends text_32App->Twilio: Look for open tasks from this sender_32alt New Conversation_32 App->Twilio: Create New Chat Channel_32 App->Twilio: Add Customer # to Channel_32 App->Twilio: Create Task w/ Channel id \nas attribute_32 note over Twilio, Agent:_32 TaskRouter searches_32 for available agent_32 end note_32 Twilio->+Agent: Reservation Request_32 Agent->Twilio: Accept and Join Chat Channel_32else Existing Conversation_32 Twilio->App: Return task, extract chat \nchannel from attribute_32 App->Twilio: Push Message into Channel_32 Twilio->Agent: MessageAdded_32end_32note left of Agent: Agent Replies_32Agent->Twilio: add message to channel_32Twilio->App: messaged added_32note over App:_32 If message added by agent_32 pull contents of message_32end note_32App->Customer: send text reply_32note over Customer, Agent: Customer or Agent Ends Conversation_32App<->Twilio: Store Chat transcript in CRM_32App->Twilio: Close Chat Channel_32App->Twilio: Move task to wrapup_32Agent->Twilio: Move task to complete