Love it. Twilio is a great platform. An idea: if you want to have the customer service rep doing productive work while he waits you can have the user type in a message with their information (account number / name / address) in a text field and read it out to the rep before telling them to wait.

It would probably make sense to do this only for paid customers in the future so that people don't abuse the feature (and CS reps).

Facebooked.