Core Concepts Introduction

The goal of the Core Concepts section is to give you, the Flex administrator, sufficient understanding of the concepts and products Flex builds upon to be able to set up and manage your contact center.

Twilio accounts and Twilio Console

All Twilio resources (your phone numbers, chat services, and runtime domains for example) belong to a Twilio account. Essentially, Flex is a combination of such resources, wired together as a functional contact center.

After you create an account with Twilio, you will be logged in to the Twilio Console. The Twilio Console is a browser-based account portal where you can manage different aspects of your account, including all the resources that belong to it.

A Twilio Console user can own or administer multiple Twilio accounts, which serve as containers for your applications. As an account owner or administrator, you can add more users (including other administrators) to your account.


  • Every Twilio account can have 1 owner and multiple administrators.
  • Every Twilio user can be the owner of multiple accounts, as well as the administrator of multiple accounts.

In the Flex section of the Console, you can retrieve your account credentials, manage users associated with your Flex instance, launch Flex, upgrade to a paid pricing plan, and configure other settings. Other areas of Twilio Console allow you to manage settings for the products that support Flex, including Studio, Functions, Assets, TaskRouter, Phone Numbers, and TwiML.

Some of the Console pages and documentation currently use "Flex project" terminology to refer to a Twilio account which has Flex installed.

Users and Roles in Flex

It is important to distinguish between the users in Flex (“workers”) and the users in Twilio Console, as they are separate entities. In Flex, users are represented as TaskRouter workers. A worker is created whenever a user logs in to Flex (either via administrator login from the Twilio Console, or via SSO).

The built-in roles within the Twilio Console are Owner, Administrator, Developer, Billing Manager, and Support. See this article to learn more about the differences between Console user roles. Administrator login from the Twilio Console into the Flex UI is allowed for Owner, Administrator, and Developer roles. The corresponding Flex UI role for all three user types is admin or Administrator.


The following diagram illustrates which Twilio Console users have access to the Flex UI:


If you sign up for a paid Flex account, you get access to Flex Insights which lets you apply additional roles to users with admin and supervisor roles. For more details, see Flex Insights User Roles.

Where to next?

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