Using SMS and TaskRouter together | Appendix | Web Sequence Diagrams

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title 2-way SMS with TaskRouter
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Customer->+App: Customer sends text
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App->Twilio: Look for open tasks from this sender
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alt New Conversation
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    App->Twilio: Create New Chat Channel
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    App->Twilio: Add Customer # to Channel
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    App->Twilio: Create Task w/ Channel id \nas attribute
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    note over Twilio, Agent:
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        TaskRouter searches
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        for available agent
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    end note
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    Twilio->+Agent: Reservation Request
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    Agent->Twilio: Accept and Join Chat Channel
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else Existing Conversation
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    Twilio->App: Return task, extract chat \nchannel from attribute
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    App->Twilio: Push Message into Channel
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    Twilio->Agent: MessageAdded
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end
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note left of Agent: Agent Replies
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Agent->Twilio: add message to channel
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Twilio->App: messaged added
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note over App:
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    If message added by agent
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    pull contents of message
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end note
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App->Customer: send text reply
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note over Customer, Agent: Customer or Agent Ends Conversation
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App<->Twilio: Store Chat transcript in CRM
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App->Twilio: Close Chat Channel
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App->Twilio: Move task to wrapup
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Agent->Twilio: Move task to complete