twilio-conference-calls

Overview

Conference is the foundation of contact center call handling. The key insight: every call that might need a transfer should start as a Conference, not a direct <Dial>. A Conference supports hold, transfer, coaching, and recording — a direct Dial does not.

Caller ──→ Conference Room ←── Agent
                  ↑
              Supervisor (coach mode: speaks to agent only)

Contact center best practice: Every multi-agent call should use Conference, not direct Dial.

Prerequisites