All work
13 · contact centre · twilio flex
Twilio Flex agent workflows
Agents work inbound and outbound calls with a verified caller and the full customer history, without leaving Flex.
- Client
- US consumer lender
- Role
- Full-Stack Engineer (co-developed)
- Period
- Devinware LLC · ongoing
Problem
Call-centre agents had to switch between tools to see who was calling, the state of their loan and what to say next.
How it works
- 01CallAn inbound call arrives, or the agent dials from the outbound queue.
- 02VerificationThe caller is identified and verified before account details appear.
- 03HistoryCalls, texts, chats and emails with this customer appear in one timeline.
- 04Agent actionThe agent completes the call and records its outcome.
What I built
- An outbound-call work queue in Flex: sortable, filterable, one-click dialling and call dispositions.
- An omnichannel customer-history tab that pulls voice, SMS, chat and email into one timeline.
- Caller identification and verification before account details appear, plus do-not-call and unreachable-number handling.
- Call recordings stored privately and transcribed asynchronously.
- Contact-centre analytics in the admin panel: interactions by channel and direction, and a per-agent view.
- The Laravel APIs behind these workflows, with feature tests.
Guardrails
- Agents see account details only after the caller is verified.
- Numbers on the do-not-call list are screened out of outbound call-backs.
Result
Agents work inbound and outbound calls with full context from one workspace.
AI reply drafting was moved out of Flex into the Laravel Nova copilot, a separate case study.
media note
Client systems are under NDA, so this case study uses words and a diagram instead of screenshots.