Overview Conference is the foundation of contact center call handling. The key insight: every call that might need a transfer should start as a Conference , not a direct . A Conference supports hold, transfer, coaching, and recording — a direct Dial does not. Contact center best practice: Every multi-agent call should use Conference, not direct Dial. --- Prerequisites - Twilio account with a voice-capable phone number — see - and — see - SDK: / - For agent routing: TaskRouter — see --- Quickstart Step 1 — Put the inbound caller into a Conference When a call comes in, place the caller into a n…