Issue

A TaskRouter task that was believed to be deleted continues to impact an agent’s UI in the Twilio TaskRouter environment. Agents may see lingering tasks or repeated reservation errors, even after attempting to remove the task.

Symptoms

• An agent (e.g., “agent6”) sees a task in their UI that should have been deleted.
• Repeated reservation cancellations for the affected agent.
• Error code 50350: "Conversation not found" appears in logs or reservation events.

Cause

This issue typically occurs when a TaskRouter task is not fully deleted or completed, leaving residual reservations or assignments tied to an agent. The TaskRouter system may continue to attempt to assign or cancel reservations for the task, resulting in UI inconsistencies and error messages.

Resolution

1. Identify the Problematic Task SID
   • Each TaskRouter task has a unique Task SID (e.g., WTxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx).
   • Review recent tasks and reservations for the affected agent to find Task SIDs with repeated errors or cancellations.
2. Check for Error Code 50350
   • Look for reservation events with error code 50350 ("Conversation not found").
   • This indicates the system is trying to interact with a task or conversation that no longer exists.
3. Delete or Complete the Task via API
   • Twilio Support cannot directly delete tasks on your behalf for security and operational reasons.
   • Use the TaskRouter API to delete the problematic task, or mark it as “completed” if that fits your workflow.
   • Example API call to delete a task:

DELETE https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/Tasks/{TaskSid}

• Example API call to update a task’s status:

POST https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/Tasks/{TaskSid}
Body: AssignmentStatus=completed

4. Verify Resolution
   • After deleting or completing the task, confirm that the agent’s UI no longer displays the lingering task.
   • Monitor for any further reservation errors.

Additional Information 

• If you are unable to locate the Task SID, review your TaskRouter logs for recent activity involving the affected agent.
• For more information on error code 50350, see the Twilio Error Documentation.
• If the issue persists after following these steps, ensure your application logic is not recreating or reassigning the problematic task.
• Please reach out Twilio Support for any further assistance.

Below you will find references to useful documents:

• TaskRouter API: Delete a Task
• TaskRouter API: Update a Task
• Twilio Error 50350 Documentation