Flex SDK glossary
This glossary defines key terms you'll encounter when working with the Flex SDK. These terms relate to contact center concepts, Twilio-specific entities, and common authentication patterns for developers.
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Although terms on this page are grouped by method, many terms are relevant to multiple Flex SDK methods.
| Term | Example | Definition |
|---|---|---|
| Activity | setCurrentActivity, setWorkerActivity | An agent's current status (for example, Available, Offline, or Busy), crucial for managing agent availability in a contact center. |
| Attributes | setAttributes, setWorkerAttributes | Key-value pairs associated with a worker or task, often used for skill-based routing or storing contextual information. |
| Worker object | getWorker | The programmatic representation of a contact center agent or employee. |
| Term | Example | Definition |
|---|---|---|
| Task | acceptTask, rejectTask | A Task represents a single unit of work an agent handles, such as an incoming call, chat message, or an email. |
| Wrapup | wrapUpTask | The time an agent spends completing post-interaction administrative work after a customer interaction ends. |
| Participants | GetTaskParticipants, AddTaskParticipantListener | Individuals or entities involved in a Task, such as the customer, agent, or supervisor. |
| Listener | AddTaskParticipantListener | A procedure that listens for an event to occur (for example, a participant being added to a Task), and then executes a specific action. |
| Term | Example | Definition |
|---|---|---|
| Outbound call | startOutboundCall | A call initiated by an agent or system to a customer, as opposed to an inbound call initiated by a customer. |
| Voice event | addVoiceEventListener | Specific occurrences related to a voice call, such as an incoming call, a call being connected, or a call ending. |
| Monitor call | monitorCall | A supervisory function that allows an agent or supervisor to listen in on another agent's call. |
| VoiceCall (object/context) | VoiceCall.mute, VoiceCall.disconnect | The programmatic object representing an active voice call within the Flex system. |
| Mute / Hold / Unhold | VoiceCall.mute, VoiceCall.hold | Standard call controls for managing audio and call state. |
| Kick | kickVoiceParticipant | To forcibly remove a participant from an ongoing call or conference. |
| External voice participant | addExternalVoiceParticipant | A person or entity outside the immediate contact center system who is added to a voice interaction. |
| Conference | endVoiceCallForAll | A multi-party call involving several participants, such as an agent, customer, and external expert. |
| Voice task transfer | startVoiceTaskTransfer, cancelVoiceTaskTransfer | The process of moving a voice-related task from one agent or queue to another. |
| Term | Example | Definition |
|---|---|---|
| Conversation | getConversationByTask, pauseConversation | A general term in Flex for any ongoing interaction with a customer, such as a voice call, chat, SMS, or email. Conversations provide a unified view across different communication channels. |
| Conversation channel | pauseConversation, leaveConversation | The specific medium through which a conversation is taking place (for example, an SMS channel). |
| Email task | StartOutboundEmailTask | A task type specifically for handling email interactions, often with similar lifecycle stages to voice or chat tasks. |
| Email participant | AddEmailParticipant, removeEmailParticipant | An individual involved in an email conversation, usually identified by their email address. |
| Paused conversations | getPausedConversations | Conversations that are temporarily suspended but can be resumed later. |
| Conversation transfer | startConversationTransfer, getConversationTransfers | The act of re-routing an ongoing conversation to another agent, queue, or department. |
| Term | Example | Definition |
|---|---|---|
| Worker object | getWorker | The programmatic representation of the agent currently logged into Flex. |
| Workspace object | getWorkspace | The programmatic representation of the Flex contact center environment. Contains configurations for tasks, workers, and queues. |
| Term | Example | Definition |
|---|---|---|
| FlexSDK Client instance | createClient | The main object initialized with the Flex SDK that provides access to all SDK functionality. |
| Public configuration | getPublicConfig | Configuration data that is generally accessible and doesn't contain sensitive information. |
| Flex configuration service | The backend service that provides configuration data for Twilio Flex. | |
| Features config | getFeaturesConfig | Configuration settings related to specific functionality or features within the Flex application. |
| Session token | A token that represents an active user session. | |
| Account configuration data | getAccountConfig | Specific settings and data related to the Twilio account associated with the Flex instance. |
| Log level | setLogLevel | A setting that controls the verbosity and importance of messages output by the SDK (for example, debug, info, warn, or error). |
| SDK error | FlexSdkError | An error specifically originating from the Flex SDK. |
| Error code | ErrorCode | A specific identifier for a type of error, often used programmatically for error handling (for example, ErrorCode enum). |
| Error severity | ErrorSeverity | The level of impact or importance of an error (for example, low, medium, or high). |