How to Notify Agents of Missed Calls in Twilio Flex When No Voicemail or Callback is Requested – Twilio Support

Objective

Twilio Flex is a powerful contact center platform that helps businesses manage customer communications. One common question from Flex users is:

“How can agents be notified if a customer calls, but hangs up without leaving a voicemail or requesting a callback?”

By default, Twilio Flex does not display missed call notifications in the agent UI if the caller disconnects without leaving a voicemail or requesting a callback. This article explains why this happens and outlines recommended solutions.

Procedure

Why Don’t Missed Calls Appear in Flex?

When a customer calls your Flex number, several things can happen:

The call is answered by an agent.
The caller leaves a voicemail or requests a callback (if you have these features enabled).
The caller hangs up before any of the above.

If the caller hangs up before leaving a voicemail or requesting a callback, and no agent was available, Flex does not automatically create a record or notification for this missed call. This is because either no task is created in Flex for calls or the tasks never trigger a workflow (like voicemail or callback).

How Can I Notify Agents of These Missed Calls?

To ensure agents are aware of all missed calls—including those where the customer simply hangs up—you have two main options:

1. Use the Queued Callback and Voicemail Plugin

Twilio provides a Queued Callback and Voicemail Plugin for Flex. This plugin gives callers the option to request a callback or leave a voicemail if no agent is available. Agents are then notified of these requests.

Limitation:
If the caller hangs up without choosing either option, no notification is generated.

2. Implement Custom Backend Logic

For full visibility, you can build a custom solution that tracks all incoming calls—even those abandoned before a task is created. Here’s how:

Monitor Call Events:
Use Twilio’s Event Streams or Call status changes to listen for call lifecycle events.
Detect Abandoned Calls:
Identify calls that disconnect before being assigned to an agent or before a task is created.
Create a Custom Task or Notification:
When such a call is detected, use the TaskRouter API to create a custom task in Flex, or send a notification to agents.

Note:
This approach requires some backend development, but it ensures agents are notified of every missed call, regardless of caller action.

Example Workflow

Customer calls your Flex number.
No agent is available.
Caller hangs up without leaving a voicemail or requesting a callback.
Your backend detects the call ended without a task being created.
Your backend creates a custom task or notification in Flex for agents to review.

Additional Information

While Twilio Flex does not natively notify agents of all missed calls, you can achieve this functionality by:

Using the Queued Callback and Voicemail Plugin (for callbacks/voicemails)
Implementing custom backend logic to track and notify agents of all abandoned calls

If you need help with implementation or have questions about customizing Flex, please reach out to your Twilio representative or consult the resources above. More details are available in the following documents: