Issue
Customers may find that the option to disable the multitasking setting in their Twilio TaskRouter Workspace is unavailable (greyed out) in the Twilio Console.
Symptoms
- The multitasking toggle or setting in the TaskRouter Workspace is disabled and cannot be changed.
- No explicit error message is shown.
Product
Twilio Flex
Environment
Twilio Console
Cause
As of December 20, 2019, Twilio no longer allows disabling multitasking at the Workspace level for new TaskRouter projects. This change was made to streamline routing logic and improve flexibility for task assignment.
Resolution
While you cannot disable multitasking at the Workspace level for newer projects, you can still control multitasking behavior by configuring each worker’s capacity for different task channels:
-
Worker Channel Capacity:
Each worker in TaskRouter can have a capacity set for each task channel (e.g., voice, chat, SMS). By setting the capacity for a specific channel to zero, you can prevent a worker from receiving tasks of that type while they are busy with another. -
Example:
If you want a worker to only handle one voice call at a time and not receive chat tasks simultaneously, set the chat channel capacity to zero for that worker. - How to Configure:
Additional Information
- If your Workspace was created before December 20, 2019, you may still have the option to disable multitasking at the Workspace level.
- If you have confirmed your Workspace is newer and the setting is unavailable, use worker channel capacities to achieve your desired routing behavior.
Below you will find references to useful documents: