In this post, we will see how to resolve How to connect agent to a Twilio outbound call before the customer?
Question:I’m trying to setup a seamless outbound calling experience for a Twilio Flex setup. I have the dialpad outbound as well as a callback feature from previously delivered callback/voicemail request tasks (agent can accept the task and make an outbound within).
I am making the call via deployed Twilio function and it looks like this:
urlproperty above. Within that function, I enqueue the call with some task attributes and it looks like this:
Is there a straight-forward way to prevent this from happening?
Best Answer:I was able to resolve this by using a built-in action in Flex called
With this action, the agent is transferred to the call canvas before the call starts and is already in the call before the customer answers. Overall, this is a much more “natural” flow to start an outbound call and prevents the confusion I mentioned above.
It is also simpler as you can start an outbound call with a couple of lines of code:
If you have better answer, please add a comment about this, thank you!