Twilio Field Operations Add-On

Twilio Field Operations Add-On is a custom setup and integration service for trades, maintenance, retrofit, construction and field-service companies. It connects business phone numbers, staff mobiles, call forwarding, call logs, WhatsApp job dispatches and daily worker schedules into one practical admin dashboard.

Problem

A field service business was managing jobs, phone calls and worker updates across separate systems. Admin staff had to manually call or message workers when jobs changed, and there was no clear view of whether a schedule had been sent, read or changed after sending.

Solution

We built a Twilio add-on inside the existing job management platform. Admins can assign business numbers to staff, route incoming calls to mobiles, view call history, send job details by WhatsApp and push daily schedules to workers from the dispatch board.

Twilio Call Routing

The routing layer assigns Twilio phone numbers to staff or technicians, forwards incoming calls to the correct mobile, normalises Irish mobile numbers automatically and protects inbound webhook traffic with Twilio request validation.

Call Log Dashboard

The admin dashboard shows inbound and outbound calls with filters for status, direction, phone number and date. It displays call duration, cost, SID and current call status, then combines live Twilio records with local call logs so the office has one call-history view.

Technician Setup

Admins can add technicians, store or update mobile numbers, assign users to Twilio numbers and see recent call activity beside each number. This keeps the routing screen useful for day-to-day office work, not just initial setup.

WhatsApp Job Dispatch

Individual job details can be sent to the assigned worker by WhatsApp, including purchase order number, location, priority, task summary and a live job link. Where configured, the workflow can use Twilio WhatsApp templates and mark the tracker row as WhatsApp sent.

Worker Schedule Notifications

The dispatch board can send a full daily schedule to a worker with a live schedule link. Twilio delivery states such as sent, sending, delivered, read, failed and undelivered are tracked so the office can see whether the update reached the worker.

Changed Schedule Alerts

When jobs are moved, added or removed after a schedule has already been sent, the board can flag that the worker schedule changed. Admins can then send an update before the day starts instead of relying on memory or manual follow-up messages.

Admin Visibility

The board shows which workers are Twilio-enabled, whether their schedule was sent or read, whether it has changed, and whether a send failed. Failed WhatsApp sends expose the Twilio error in the admin workflow, and dispatch actions are logged for traceability.

Case Study Outcome

The office can manage calls and worker communication from one place. Workers receive live schedule links, admins can see delivery and read status, and changed schedules are clearly flagged before work begins.