Flex Conversations is the next generation architecture for async channel capabilities. It supports the following channels:
Flex also enables you to build solutions to support external channels. For more details, see How to Integrate Telegram into Twilio Flex Conversations and Viber Integration with Twilio Flex via Corezoid.
Flex Conversations uses Twilio Conversations and the Interactions API for building contact center workflows for those channels.
You must use both Twilio Conversations and the Interactions API for Flex Conversations to work correctly. If you don't, you may see unexpected behavior like inconsistent results and missing events.
The following diagram illustrates the high-level topology of Flex Conversations:
Flex Conversations provides the following async channel capabilities and contact center features:
Role | Features |
---|---|
Administrators | The ability to configure inbound SMS/MMS, WhatsApp, Chat, and Facebook Messenger, and associate Addresses with Studio Flows and webhook URLs |
Developers | Twilio Conversations and the Interactions API for managing Conversation contacts, participants, custom chat channels, address configurations, webhooks, and events |
Agents | Handle inbound and outbound async channel tasks |
Supervisors | Monitor channel interactions |