For customers that deploy Spoke to Twilio, they are able to take advantage of they way both Spoke and Twilio allow for advanced customization of communications work flows. None is more powerful than the way Spoke is able to seamlessly receive calls from pretty much any native Twilio feature or application build on Twilio, and send calls back to Twilio from Spoke.
Routing Calls To Spoke from Twilio Studio, Twilio Functions, and More
Refer to the Spoke Redirect URL in the Spoke Developer Documentation for detailed instructions on sending calls into Spoke from Twilio Studio, Twilio Functions, and more. This includes the ability to override default Spoke settings in real-time so that each call can deliver a unique experience based on your needs.
Routing Calls to Spoke from Twilio Flex
See Transferring calls from Twilio Flex to a back-office users on Spoke Phone.
Routing Calls to Twilio from Spoke
Calls in Spoke can be routed to Twilio in two ways:
- Calls from Twilio. If you had originally sent the call over to Spoke from say Twilio Studio, when you send the call over you are able to tell Spoke to send [unanswered] calls back to either a Twilio Studio Flow, a Twilio Task Router Workflow, or a Twilio Function. See Routing Twilio calls to Spoke Phone in the developer API documents.
- If the call was originally a direct call to a Spoke phone number, or a call transferred into Spoke from another application (e.g. a call transferred from Cisco UCCE to Spoke), then you can use the Spoke Team's On No Answer Rules to Send to Twilio, and Spoke will redirect calls to whatever Twilio Function you define.
See also How to Set Team Calling Rules, The Redirect URL in the Spoke Developer API, How to Use A Twilio Function to Interact with Calls Forwarded from Spoke to Twilio