Pacing a predictive dialer on Twilio Flex
· 9 min read
Every outbound dialer answers one question, many times a minute: how many numbers should we dial right now? Dial too few and agents sit idle listening to ringing. Dial too many and a customer says "hello" to silence because no agent is free.
Twilio provides the building blocks: voice calls, answering machine detection (AMD), task routing and Flex. It does not decide how many calls to place. This post explains how the Floor Walker dialer makes that decision, and what it means for the people running a campaign and the customers it calls.