Application Chats
summary
Wix runs support for 70 million users with about 100 agents and replaces Flash with WebRTC via Twilio, reporting faster resolutions and higher survey scores after rollout. Implementation uses Twilio’s Python SDK and Django helper, two persistent sockets (call signaling and call updates), voice only today, plans for video and screen sharing, multilingual queues, and a simple Chrome/Firefox toggle to rollback to Flash when browser updates cause call-quality regressions.
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