---
"@context": https://schema.org
"@type": TechArticle
"@id": https://www.twilio.com/docs/flex/admin-guide/setup/email/flex-account-preparation#article
headline: Prepare your Flex account for email
description: Before you can use email in Flex, you must prepare your Flex account.
url: https://www.twilio.com/docs/flex/admin-guide/setup/email/flex-account-preparation
inLanguage: en
dateModified: 2026-09-25T17:35:58.000Z
author:
  "@type": Organization
  name: Twilio Developer Education Team
publisher:
  "@type": Organization
  name: Twilio
---

# Prepare your Flex account for email

> \[!WARNING]
>
> Email in Twilio Flex is not a HIPAA Eligible Service and should not be used in workflows that are subject to HIPAA.

## Configure Conversations for email

Before you can use Email in Flex, you must configure Conversations to use Flex as a default Conversations service:

## Twilio Console

1. From the Twilio Console, go to **Communications** > **Conversations (classic)** > **Services**.
2. From the **Default Conversation Service list**, select **Flex Conversation Service (ISXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX)**.
3. Under **Messaging Features**, enable or unlock **Handle Inbound Messages with Conversations**.
4. Click **Save**.

## Legacy Console

1. From the legacy Console, go to **Conversations > Manage > Defaults**.
2. From the **Default Conversation Service list**, select **Flex Conversation Service (ISXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX)**.
3. Under **Messaging Features**, enable or unlock **Handle Inbound Messages with Conversations**.
4. Click **Save**.

## Add the Email task channel

From the Console, under **Channels**, check whether you have a channel called **Email**. (Flex accounts that were created more recently include this channel by default.)

If so, skip to the next section.

If not, you must add an **Email** channel to ensure that email tasks are routed properly:

## Twilio Console

1. From the Twilio Console, go to **Builder tools** > **TaskRouter** > **Workspaces**.
2. Select your Flex workspace.
3. On the sidebar, click **Task Channels**.
4. Click **Create New Channel**.
5. In the **Channel Name** box, type **Email** and then click **Create**.

## Legacy Console

1. From the legacy Console, navigate to **TaskRouter** > **Workspaces.**
2. Click the name of your Flex workspace.
3. On the sidebar, click **Task Channels**.
4. Click **Create New Channel**.
5. In the **Channel Name** box, type **Email** and then click **Create.**

> \[!NOTE]
>
> Use this exact channel name to ensure that tasks appear as Email to agents in the Flex UI.

[\< Email index page](/docs/flex/email)