Hold Timeout in Twilio Flex - Flow

Question

Noob to Twilio Flex. Have built a 3 language voice IVR. Everything is working as expected except how to manage callers when there are no agents available or if an agent doesn't answer in a timely manor.

I have tried setting the timeout on the "send to Flex" widget, the TaskRouter Wrokflow, and the TaskQueues, but to no avail.

Ideally I would want them to hear the hold music for a predetermined time then be sent to a "unavailable" message if no one answers or if no agents are available.

Any guidance would be appreciated.

The element in question is "English_SendCallToAgent"

{ "name": "English_SendCallToAgent", "type": "SendToFlex", "properties": { "offset": { "x": -860, "y": 2030 }, "workflow": "WW.................................", "channel": "TC.................................", "attributes": "{ \"type\": \"inbound\", \"name\": \"{{trigger.call.From}}\",\"call_sid\": \"{{trigger.call.sid}}\"}", "timeout": 5, "priority": null, "waitUrl": "https://handler.twilio.com/twiml/EH.................................", "waitUrlMethod": null }, "transitions": [ { "event": "callComplete", "conditions": [], "next": null, "uuid": "e1................................." }, { "event": "failedToEnqueue", "conditions": [], "next": "FF.................................", "uuid": "25................................." }, { "event": "callFailure", "conditions": [], "next": null, "uuid": "8c................................." } ], "sid": "FF................................." },

Answer 1

there is a Twilio Help Center article that provides some insights here.

Implementing Voicemail with Twilio Flex, TaskRouter, and WFO

This guide walks you through creating a special voicemail-specific TaskRouter queue with no agents, and a workflow to send tasks to this queue after they've waited for 30 seconds.