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Ciying AI Directory

Twilio Customer Support Architect: Plan IVR and Escalation

Compare a small self-service menu, a support queue and an agent handoff using the Twilio customer-support architecture skill.

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Setup for Claude Code

Claude Code and a fictional support desk brief. A real integration needs the selected Twilio products and account configuration; the example is a routing table.

  1. In Claude Code add the Twilio marketplace with `/plugin marketplace add twilio/ai` and install `/plugin install twilio-developer-kit@twilio`. Invoke /twilio-customer-support-architect.
  2. Give the skill support channels and volume assumptions. Define an escalation path and what happens when the channel or queue is unavailable.

Example task

Define a toy phone menu: 1 for store hours, 2 for order support, and any other input for retry. Open hours have a staffed queue; after hours route that queue request to a recorded message. Ask the agent to produce the decision table for all cases.

Expected result

The decision table has a self-service answer for 1, a queue for 2 during staffed hours, an after-hours response for 2, and a retry for other keys.

Upstream documentation

Original SKILL.md on GitHub · MIT license · Source reviewed

Frequently asked question

Does a small Twilio support line always need a contact-center deployment?

Start from the channel, support outcomes and handoff requirements. A simple menu and queue may cover the initial scope; the skill compares other options as the needs grow.