Turn on content templates for Flex Conversations (public beta)
Public beta
Content templates in Flex Conversations is currently available as a public beta product and the information contained in this document is subject to change. Some features are not yet implemented and others may be changed before the product is declared as generally available. Public beta products are not covered by an SLA.
Not a HIPAA eligible service or PCI compliant
Content templates in Flex Conversations is not a HIPAA eligible service or PCI compliant and should not be used in workflows that are subject to HIPAA or PCI.
Content templates are predefined messages you can create to help agents respond more efficiently during customer conversations.
When you turn on content templates for Flex Conversations, your agents can select from available templates when responding to customers on supported channels. If a template includes variables, agents can personalize the variables to fit the context of the conversation.
- Your Flex account must be on Flex UI 2.14.0 or later.
- Currently, agents must use the WhatsApp channel when sending content templates.
If you have an earlier version or if your agents use a different channel, the templates button isn't available.
- In Twilio Console, go to Flex > Contact center settings > Opt-in features.
- Click the Beta tab, then turn on Enable Content Template Browser.