twilio-taskrouter-routing

Overview

TaskRouter is Twilio's skills-based routing engine. Instead of building custom queuing logic, you define Workers (agents), Task Queues (groups), and Workflows (routing rules). TaskRouter matches incoming tasks to the best available worker.

Incoming Task → Workflow (routing rules) → Task Queue (skill match) → Worker (agent)
                                                                        ↓
                                                                   Reservation
                                                                   (accept/reject)

Common mistake: Developers reinvent TaskRouter in custom Node.js — don't. If you're building skills-based routing, queue management, or agent assignment, use TaskRouter.

Prerequisites