twilio-conference-calls

Place the inbound caller into a named Conference using a <Dial><Conference> TwiML verb, then create an outbound call to the agent that joins the same conference name. Every call that might need a transfer should start as a Conference rather than a direct Dial.

Put the caller on hold with the participant update API, dial the new agent into the same conference, let the agents brief each other, take the caller off hold, then remove the original agent by setting their participant status to completed.

Hold plays music to the held participant and blocks them from hearing the conference, while mute only silences the participant's audio while they still hear everything. Using mute when you mean hold exposes agent-side conversations to the caller.

Yes, add the supervisor with the coach attribute set to the agent's call SID. The supervisor hears both parties but can speak only to the agent. Note that coach audio is not captured in the conference recording.

Conferences support a maximum of 250 participants, cannot use <Gather> inside the conference, require publicly accessible hold music URLs, and produce only a single mixed recording rather than per-participant tracks.