Flex Mobile is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by an SLA.
Flex Mobile is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex workflows that are subject to HIPAA or PCI.
Flex Mobile is a pre-built mobile app you can add to your existing Flex instance with no additional development effort. It lets agents access the same phone numbers, queues, and customer data and contribute to the same reporting as when they use Flex from their desktops. Agents can seamlessly transition between the Flex desktop experience and Flex Mobile by transferring a voice call or messaging conversation from one device to another.
Agents often need to remain logged in and available even when they're not actively using Flex Mobile. Because of this, the app offers an extended timeout period that you can take advantage of if you're using enhanced SSO.
| Type of SSO | Inactivity timeout period | Absolute timeout period |
|---|---|---|
| Legacy SSO | 1 hour | 24 hours |
| Enhanced SSO | 7 days | 9 days |
To understand the different types of SSO and determine which type your account uses, see Enhanced and legacy SSO configuration. You can migrate to enhanced SSO if your account uses Flex UI 2.7.x or later.
When logging in to Flex Mobile, the workflow you experience depends on whether your account uses enhanced or legacy SSO configuration. As of Flex Mobile version 0.11.0, the app handles enhanced SSO login using a system browser to launch your IdP login screen, while legacy SSO login continues using an embedded web view. Because the legacy SSO workflow can sometimes encounter problems with how the user-agent gets identified to the IdP, we recommend migrating to enhanced SSO. After migrating, Flex Mobile will automatically start using the enhanced SSO workflow.
Visit the App Store (iOS) or Google Play (Android) to download Flex Mobile.
We recommend that you turn on automatic updates for the Flex Mobile app to ensure that you're always on the latest version. If you don't turn on automatic updates and your version is no longer supported, you'll need to update to the latest version to continue using the app.
The first time you log in, you have to enter your Flex runtime domain. To identify this for your organization:
.com. For example, if the full URL is https://flex.twilio.com/unique-domain-1234, the runtime domain is unique-domain-1234. You only have to enter this once. The next time you log in, Flex Mobile will remember it for you.You'll then see the login screen for your organization's identity provider. Log in using your employee credentials.
User access to Flex Mobile is handled according to your IdP's access policies. If needed, you can create a conditional access policy for sign-on that prevent users from logging in to Flex Mobile based on their device type or platform.
To restrict access to Flex Mobile, reference the examples below when creating your access policy. These show the format for device data passed to the IdP when a user tries to log in to Flex Mobile.
Example for iOS
Mozilla/5.0 (iPhone; CPU iPhone OS 16_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Mobile/15E148
Example for Android
Mozilla/5.0 (Linux; Android 14; sdk_gphone64_arm64 Build/UPB5.230623.003; wv) AppleWebKit/537.36 (KHTML, like Gecko) Version/4.0 Chrome/113.0.5672.136 Mobile Safari/537.36
To restrict all mobile access to Flex (either using Flex Mobile or a mobile web browser), create an access policy that prevents login from any device where Mobile is passed in the device information.