How Texas is Using Twilio Flex with Direct Inward Dialing to Distribute Vaccines

The Texas Regional Advisory Council and the Texas Division of Emergency Management partnered with Twilio to use Flex as a hybrid hotline and phone system for COVID-19 vaccine distribution logistics. They needed to provide 24/7 inbound calls about vaccination logistics, as well as direct inward dial (DID) capabilities for emergency responders to coordinate with healthcare providers on personal numbers. The team deployed a solution that handled several thousand calls in one day, using Flex's TaskRouter workflow to match incoming calls to the right agent based on their DID phone number. They created a Twilio Studio flow to handle inbound calls from DID numbers and assigned phone numbers to TaskRouter workers through SSO syncing. Finally, they developed a Flex plugin to enable agents to make outbound calls from their own DID numbers, with customizable caller ID and display of agent's number in the interface.

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