• No upfront fee or subscription
  • 100 free tasks per month
  • From $0.025 per task
  • Varies with volume
  • View TaskRouter pricing
With TaskRouter
ING Bank built a global
multi-channel contact center
Zillow provides a concierge service for realtors
Payment Sense matches the hottest leads to their best salespeople
Flexible routing logic
Matching tasks to workers sounds simple, but building it yourself requires a lot of code to do at scale. That's why we built a skills-based routing API that includes escalation and fallback rules.
  • Multi-channel interactions

    Route any type of interaction, whether it’s voice calls, messages, or video calls from Twilio, or interactions from any other system such as email or leads.

  • Attribute-driven routing

    Specify in the workflow how you want tasks to be routed based on any combination of attributes you apply to a task. Route tasks intelligently by matching them with the skills of your agents.

  • JavaScript SDK for worker assignment

    Push the most important task to the best-matched available agent instantly over WebSocket without needing to build your own server function. Pass all of the task context to your web interface.

  • Multi-tasking workers

    Specify how many different tasks each agent can handle concurrently, with different limits per channel.

TaskRouter has been more than a technical evolution, it’s been a cultural one. Our agents now do the work that our data shows they are best at — which is good for the business and for them.

State management at scale
TaskRouter tracks the state of all the tasks and workers in your system, allowing you to focus on building the right experience.
  • Designed for scale

    TaskRouter takes care of the complexity of assigning millions of tasks in milliseconds across a large number of agents. Race conditions are handled with complete transparency.

  • Incremental escalation

    TaskRouter doesn’t just route and forget. You can define escalation logic to incrementally expand the set of agents who can be assigned to each task.

  • Workers matched to queues based on capabilities

    Specify what agent skills are required to take work from each queue. Update a worker’s skills and TaskRouter immediately updates the state and routing logic with no code changes required.

  • Dynamic worker expressions

    Build granular routing logic without needing hundreds of queues by filtering tasks to only a subset of workers within a given queue. Just specify attributes from the task which must match the agent’s skills.

TaskRouter Architecture
  • 1

    A business event

    is captured

  • 2

    Your application

    adds a task to a workflow using the REST API or TwiML

  • 3

    Workflow

    evaluates the task attributes against its routing configuration and prioritizes the task into the right queue with the right ordering

  • 4

    Task queue

    evaluates available workers against its target workers expression and reserves an eligible worker

  • 5

    Worker

    performs the task

Real-time monitoring
TaskRouter provides the tools for you to view the performance of your contact center, track adherence to KPIs, and implement changes to stay within SLAs.
  • Real-time statistics

    Build wallboard display dashboards of operational performance by pulling real-time performance statistics from your TaskRouter workspace.

  • Historical statistics

    TaskRouter keeps all the statistics you need to build historical reports showing agent and queue performance.

  • Eventstream

    Get a live audit trail of every event that happens, from task updates to worker activity changes. Connect TaskRouter data to Twilio Sync for live views of the state of the entire system.

  • Workspace SDK

    Build a web interface to allow non- developers to make routing configuration changes. The Workspace SDK enables you to make administrative changes immediately and securely.

With TaskRouter, we built a multi-channel conversion center powerful enough to compete in an area traditionally dominated by outsourcing and SaaS solutions — at a fraction of the cost.

The Twilio advantage
  • Communicate reliably

    Experience a 99.95% uptime SLA made possible with automated failover and zero maintenance windows.

  • Operate at scale

    Extend the same app you write once to new markets with configurable features for localization and compliance.

  • Many channels

    Use the same platform you know for voice, messaging, video, chat, two-factor authentication, and more.

  • No shenanigans

    Get to market faster with pay-as-you-go pricing, free support, and the freedom to scale up or down without contracts.