Twilio Contact Center

by nash-md


Twilio Contact Center Demo

Essence of a modern contact center is to serve customers on multiple channels (voice, web chat, video, email, social media, etc.), allow them to move seamlessly across channels and most importantly maintain context of the conversations.

The Twilio Contact Center demo is reference architecture for building a modern contact center. The focus of the demo is to show how to build a Twilio platform based contact center and the various backend and frontend components needed.

Note: We have done the basic work from an UX perspective and lot of opportunities remains to improve on it. Application security implementation is minimal as well in the demo.

This application is provided as-is. Twilio does not officially support it.


  • Twilio Account
  • Twilio Phone Numbers
  • Twilio Programmable Voice (PSTN, Twilio WebRTC Client)
  • Twilio Programmable Chat
  • Twilio Programmable SMS
  • Twilio Programmable Video
  • Twilio TaskRouter
  • Twilio REST APIs

Customer Journey Flows:

Callback Voice Calling (PSTN):

Customer fills out online call request -> Form submitted to server -> Task on TaskRouter created -> Find available and matching agent -> Agent accepts reservation and dials customer out (PSTN) -> Connect customer to agent (WebRTC)

Customer Journey Call Back over PSTN

Inbound Voice Calling (PSTN):

Customer calls Twilio phone number -> Twilio requests webhook -> Server generates TwiML for IVR -> Caller selects IVR option -> Task on TaskRouter created -> Find available and matching agent -> Agent accepts reservation -> Connect customer to agent (WebRTC)

Customer Journey Inbound Call

Web Chat:

Customer fills out online web chat request form -> Form submitted to server -> Task on TaskRouter created -> Find available and matching agent -> Agent accepts reservation -> Start chat between customer and agent

Customer Journey Chat

Video Call:

Customer fills out video call request form -> Form submitted to server -> Task on TaskRouter and video room created -> Find available and matching agent -> Agent accepts reservation -> Agent joins video room

Customer Journey Video

Real-time TaskRouter Events Dashboard:

Real-time display of operational contact center metrics (for example: average call handle time, agent productivity, call metrics, TaskRouter stats, and more etc.). Please check out the following repo:



Before you start the install, you’ll need the following variables from the Twilio Account Portal. If you haven't used Twilio before, welcome! You'll need to Sign up for a Twilio account.

We recommend you create a separate sub-account within Twilio and install this app using that sub-accoount credentials.

Note: It is recommended that you have an upgraded Twilio account to fully experience this demo.

This project does not support agents handling multiple tasks simultaneously. After you have created your Workspace open settings on the Twilio Console and disable multitasking.

One Click Install - Heroku

This will install the application and all the dependencies on Heroku (login required) for you. As part of the installation, the Heroku app will walk you through configuration of environment variables. Please click on the following button to deploy the application.


After the installation has completed please open https://<your_application_name> and configure the application. The demo overview will be accessible at https://<your_application_name>

Manual Install - On Your Own Server

Fork and clone the repository. Then, install dependencies with

npm install

Install Dotenv package to handle local environment variables

npm install dotenv --save

In the root directory create a file called '.env', then add the following to top of app.js


In order to run the demo you will need to set the following environment variables:


For web chat you need to set Twilio Programmable Chat environment variables:


For video calls you need to set Twilio API Keys:


Start the application

node app.js

Before you can use the demo please open http://<your_application_name>/setup and configure the application. The demo overview will be accessible at http://<your_application_name>. Please note, if process.env.PORT is not set the applications runs on port 5000.

If you are running the demo locally please remember that Twilio needs a publically-accessible address for webhooks, and the setup process registers these with Twilio. As such, you'll need to run something like ngrok instead of just hitting http://localhost:5000/. As you get new addresses from ngrok you'll need to also rerun the setup process to register the updated address with Twilio.

ngrok Setup

  • System Wide Install

  • Project Only Install

    • Install ngrok package

      npm install ngrok --dev

    • Add the following to the top of app.js

      const ngrok = require('ngrok')
      const ngrokUrl = async function () {
       	const url = await ngrok.connect((process.env.PORT || 5000))
       	console.log('ngrok url ->', url)
    • In app.js call ngrokUrl in app.listen to log the ngrok url on server spin up


Note: On Google Chrome a secure HTTPS connection is required to do phone calls via WebRTC. Use a tunnel that supports HTTPS such as ngrok, which can forward the traffic to your webserver.


Contributions are welcome and generally accepted. For not trivial amendments it is a good idea to submit an issue explaining the proposed changes before a PR. This allows the maintainers to give guidance and avoid you doing duplicated work.

Your changes must adhere a common project code style.

# please run this before "git commit"
npm run lint
# try automatic fix
./node_modules/.bin/eslint controllers --fix
./node_modules/.bin/eslint public --fix

To make life easier for other contributors and reviewer please rebase your commit in the same PR

git rebase -i HEAD^^^^^^
# then squash or fixup your shards
# and force push into your fork
git push origin [YOUR BRANCH] -f