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Designing customer support with Twilio v1.0.0

Use this resource to define the Twilio architecture for customer support, from IVR to contact centre

New

  • 300 downloads
  • 113 likes
  • 112 saves

Free

Install with the CLI

In a terminal, from the folder you want:

npx --yes palatekit@latest install customer-support-architecture

With no option, the skill goes to ~/.agents/skills/; add --agent claude-code (or codex, cursor…) to target an agent.

First time: connect the CLI with

npx --yes palatekit@latest login

The agent assesses where you sit on the support ladder (self-service, AI, contact centre, intelligent contact centre), your channels, volume and CRM, then proposes the architecture and the skills to use. It covers a full call centre as well as an IVR added to an existing line.

Mostly picked by

Updated November 2, 2026

Card for the “Designing customer support with Twilio” skill

Details

Works in
Install guides
Generates with
Your agent's model
Licence
MIT

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What you get

  • SKILL.md: six qualification questions and a four-level support ladder
  • SKILL.md: existing infrastructure and CRM integration

Good fit for

  • You want to add an IVR to your support line
  • You are setting up a contact centre for a small advisor team

Not for

    Tags

    • twilio
    • customer support
    • ivr
    • contact centre
    • architecture

    About

    You say

    “I want a contact centre for five advisors, with IVR, transfers and CRM integration.”

    Card for the “Designing customer support with Twilio” skill

    Skill published by twilio under the MIT license, delivered in its original version.

    Show more

    How to use it

    1. Install the skill in your agent's skills folder
    2. Ask your agent to define the Twilio architecture for customer support, from IVR to contact centre
    3. Review and adjust the result

    Content preview

    Files

    • agents/openai.yaml0.5 KB
    • assets/icon-large.png9.4 KB
    • assets/icon-small.png5.4 KB
    • LICENSE1 KB
    • NOTICE-PALATEKIT.md0.5 KB
    • SKILL.md13.8 KB

    Origin and licence

    Listed unmodified

    Author
    twilio
    Source
    github.com/twilio/ai/tree/803790a281f0ef11d2928ffb41bc8422237fb434/skills/twilio/twilio-customer-support-architect
    Licence
    MIT

    Notice

    « twilio-customer-support-architect » (twilio, MIT) livré dans sa version d'origine : fiche en français et en anglais par PalateKit.

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