Twilio Flex is a programmable contact center platform that gives developers complete control over customer engagement with the speed and flexibility of the cloud. With Flex, you have the freedom to offer the exact contact center experience you want to your customers and agents. This documentation provides reference materials and learning resources to equip people who primarily use code to customize a Flex instance. The Administrator Guide and End User Guides provide additional resources for learning how to configure and use Flex.
To start writing code, check out a quickstart or dive into TwilioQuest, where you'll explore the Academy of Contact Center Arts and learn the basics of Flex, including updating the default UI, adding SMS, voice, and chat channels, and creating a custom plug-in for your Flex instance.
Out of the box, Twilio Flex provides a range of user interfaces for your agents and your customers, a visual flow builder, and pre-built routing logic that can be customized — from the look and feel to the flow and function. With Flex, you can...
Reduce costs and stay connected to customers by offering a wide variety of channels, including Voice, SMS, WhatsApp, Facebook Messenger and WebChat. Twilio Flex users report saving 34% on contact center operational expenses.
Automation is native to the Twilio platform. You can build conversational self-service interactions with a bot that works across multiple channels. This lowers costs through deflection. When needed, interactions are passed to a live agent with complete context allowing for shorter handle times. Routing can be completely customized to suit the skills of your agents and types of inquiries your contact center handles.
Actively manage performance of your contact center to improved KPIs with Flex Insights. You can provide stakeholders with pre-built dashboards that drill down to voice interactions from any report, set up email-based alerting with configurable thresholds, and schedule report delivery via email.
Twilio Flex integrates with your existing Identity Provider to authenticate users (agents, supervisors or administrators) and enable Single Sign-On. Learn more here.
You can embed Flex as an iframe on your web application. To do this securely, see Securely iframe Flex in your application.
Ready to go deeper with Flex?
- Learn how to update the Flex UI programmatically
- Explore how to build custom Flex plugins
- Automate calls with Virtual Agents with Twilio Autopilot
- Learn how to use Flex's many features by exploring the End User Guides