Easily accept tasks from multiple channels within Twilio Flex.
Account Owners, System Admins, Supervisors & Agents
Platform roles required to accept tasks. Account Owners, System Admins, and Supervisors must be set to "Act as Agent" to receive tasks.
To perform task-related functions, users will navigate to the Agent Desktop screen.
Navigate to Menu > Agent Desktop
Incoming Tasks within the Agent Dashboard
Tasks within Twilio Flex will be routed to any available agent that matches the routing logic defined for your contact center. Agents can accept or reject any incoming task from the Agent Desktop screen.
To accept an incoming task, select the "accept" button from this list of tasks.
- Click on the accept (checkmark) icon in the task list or task view
To reject an incoming task, select the "reject" button from this list of tasks.
- Click on the reject (x) icon in the task list or task view
Accept Incoming Tasks anywhere in Twilio Flex
Tasks within Twilio Flex will be routed to any available agent that matches the routing logic defined for your contact center. Agents can accept or reject any incoming task from any screen within Twilio Flex.
To accept an incoming task, select the "accept" button from any screen.
- Click on the accept button in the task notification
To reject an incoming task, select the "reject" button from any screen.
- Click on the reject button in the task notification
Task Reservation Timeout
All tasks sent to agents create a "Task Reservation" for any agent that matches the predefined routing logic within your Twilio Flex contact center.
If the reservation timeout is reached before the agent manually "accepts" or "rejects" the task, the agent will be automatically set to "offline" and the task will be sent to the next available agent.