Real-time call flow engine
Dynamic TwiML for ring, round-robin, IVR, billing routing, voicemail and whisper, without blocking requests.
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Case study · Call Tracking / Voice Infrastructure / MarTech
A serverless call processing and integration system built for scale.
An event-driven architecture that keeps Twilio responses sub-second while recordings, billing, reporting and Zapier integrations run safely in the background.
- Client
- Analytic Call Tracking (ACT)
- Industry
- Call Tracking / Voice Infrastructure / MarTech
- Delivery
- Backend architecture, external jobs framework and integrations
- Capability
- Cloud & Backend Engineering
Results at a glance
< 1 sTwilio webhook responses
The challenge
What Analytic Call Tracking was up against.
ACT handles millions of calls, each emitting real-time events plus heavy recording, transcription, billing and reporting work. Twilio demands sub-second responses and no event can be dropped.
- Sub-second Twilio callbacks
- Complex IVR, round-robin and billing call flows
- Many downstream integrations
- Heavy background processing
- Zero tolerance for dropped events
The solution
What we built.
Skugal helped design a decoupled, asynchronous model: real-time call handling stays fast while an external jobs framework on API Gateway, SQS and Lambda does everything else.
External jobs framework
Zapier, webhooks, notifications, ad conversions, billing and reports run as queued jobs with retries and isolation.
Zapier at scale
Incoming, answered and completed call triggers delivered to Slack, Gmail, Sheets and CRMs without performance risk.
Call archive API
Call logs, SMS and voicemail moved to MongoDB with a GraphQL API, synced via SQS and SNS to protect MySQL.
Serverless background workers
Recording clean-up, scheduled reports, auto-recharge, error ingestion and dispatch, each independently scalable.
How it works
From input to outcome.
- Twilio webhooks
- ACT core (Laravel)
- External job creator
- AWS API Gateway
- Amazon SQS (FIFO)
- Lambda workers
- Zapier, webhooks, DB & analytics
Business impact
What changed.
ACT became a high-throughput, event-driven call intelligence platform that handles complex logic and integrations without sacrificing speed.
Technology
- Twilio
- Laravel (serverless)
- AWS Lambda
- API Gateway
- SQS FIFO
- SNS
- MySQL
- MongoDB
- GraphQL
- Zapier
- Sub-second Twilio webhook responses
- No blocking during heavy processing
- Far fewer timeout-related failures
- Horizontal scalability during spikes
- High fault tolerance with retries and queues
When milliseconds matter, architecture becomes the product.
Next step
Have a similar challenge?
Tell us about the workflow or product. We’ll come back with an architecture, a delivery plan and where AI agents fit.