In the Flex UI, users are represented as TaskRouter workers. A worker is created whenever a user logs in to the Flex UI. Flex UI users can have one of the following roles:
- Administrator. Administrators are responsible for managing all of the configuration for your Flex project. They have access to all pages in the Flex UI and can configure all aspects of your contact center, including users, billing, versioning, communication workflows, and routing. You can add an administrator via the Twilio Console or via SSO.
- Supervisor. A supervisor monitors the interactions between agents and customers. They are responsible for managing their team(s) of agents and have access to the Agent Desktop, Teams, Queue Stats, and the Dialpad (if enabled).
- Agent. An agent handles interactions with customers in a contact center using the Flex Agent Desktop. Agents are assigned tasks based on their capacity and activity (status). Agents have the lowest level of access in the Flex UI.
Administrators and developers created from the Twilio Console also 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
supervisor roles. For more details, see Flex Insights User Roles.
From the Twilio Console, you can view your list of Flex users (workers) under TaskRouter > "Flex Task Assignment" Workspace > View all Workers.
Flex UI users can be created:
- Via the Twilio Console. Twilio Console users in the role of Owner, Administrator, or Developer can log in to Flex. When doing so, a respective worker with
adminprivileges is created for this user. This is the preferred way to create Administrator workers for Flex. To manage the Console users associated with your Flex account, see Manage Twilio Console users.
- Via SSO. Follow the SSO integration guide to set up SSO login using your IdP. The attributes passed by your IdP when a user logs in will determine the role for the created worker. Assign one of the Flex UI roles described above to each user using the SSO attributes. This is the preferred way to create non-Administrator workers (i.e. agents and supervisors). Note that if you want your administrators to have access to the Twilio Console, you should create them in the Console and not via SSO.
After a Flex Worker has been created, removing it requires two steps:
- Remove the TaskRouter Worker from your Flex workspace.
- To prevent it from being recreated, remove the user’s access to Flex based on how their user account had been created:
- If a user was created via the Twilio Console, remove them from your Twilio Flex account.
- If a user was created via SSO, remove them from your SSO Identity Provider (IdP).