Overview TaskRouter is Twilio's skills-based routing engine. Instead of building custom queuing logic, you define Workers (agents), Task Queues (groups), and Workflows (routing rules). TaskRouter matches incoming tasks to the best available worker. Common mistake: Developers reinvent TaskRouter in custom Node.js — don't. If you're building skills-based routing, queue management, or agent assignment, use TaskRouter. --- Prerequisites - Twilio account — see - and — see - SDK: / - For voice routing: a Twilio phone number with webhook configured — see - For AI escalation: ConversationRelay with e…