The article describes how a volunteer support line was built for a local community in the UK using Twilio Studio, a tool for creating and managing communication workflows. The flow allows incoming SMS messages to be forwarded to multiple volunteers, while incoming voice calls trigger a recording of a message by a volunteer team member, which is then sent to other volunteers via SMS. To build this system, users need a Twilio account, which can be upgraded from Trial to paid status. The Studio Flow is created using an import JSON definition and customized to include the real phone numbers of multiple volunteers. Once complete, the flow is published and hooked up to a real phone number, allowing it to handle incoming calls and SMS messages.