Twilio Flex Pricing

An active user hour is time that users spend in any activity aside from the single Logout Activity. Admins, agents, supervisors are all considered users. We do not charge for users who have not logged into Flex.

Example: If a customer has 500 users provisioned, but only 20 of them log in a given month, we only charge for the usage of those 20 users.

Yes, there is a contract for per-user or named user pricing. This is what we refer to as per-month pricing. 

No, we do not mix and match pricing plans. We recommend customers choose the pricing plan based on their expected use. 

We recommend our active user hour model for concurrent seat use cases. Twilio does not offer a concurrent seat license model.

Named seat includes admins, supervisors, agents, and developers (e.g. any TaskRouter worker). Twilio charges customers for the maximum number of named users that were on the account for a given month. 

We do not prorate the addition or deletion of named seats mid-month, with one exception. When a customer transitions from a starter Flex project to the named seat model, we will prorate named seats at that time to prevent double billing.

Example: If a customer starts the month with 50 users, removes 25 of them mid-month, and then adds another 25 to replace them, they would be charged for 50 total named users that month. We will not double bill for the additional seats they added.

When a customer upgrades their trial Flex project to a starter Flex project, they will get access to 5,000 free active user hours. These free hours are a one-time grant and do not expire, unless a customer selects a billing model. Once you select a billing model, your remaining free hours are forfeited.

We cannot add additional free hours once a customer uses all 5,000 hours.

WhatsApp session messages are included in the Flex license.

WhatsApp template messages are not included and are charged separately.

Facebook Messenger messages are included. If Facebook decides to charge a template message-like fee for Messenger, you have to buy that directly from facebook.