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Configure the Flex Dialpad

Public Beta Feature

The Flex Dialpad is offered as a Public Beta Feature and has some important limitations.

The Flex Dialpad and associated features are only available in Flex UI v.1.18.0 and above.

Enable the Flex Dialpad in the Twilio Console

1. Ensure that you are using v1.18.0 of the Flex UI.

2. Log in to the Twilio Console and navigate to the Flex Settings page. Scroll to the Outbound Dialing section at the bottom of the page.

3. Toggle the Enable Dialpad switch so that it’s set to enabled.

4. Configure your Dialpad defaults with a Caller ID, TaskQueue, WorkFlow, and Country for your Dialpad defaults.

5. Click Save to save your changes.

Self-Hosted Flex: Upgrade the Flex-UI Node Module

If you're using self-hosted Flex, you'll also need to upgrade the Flex UI to v1.18.0 to render the Flex Dialpad in your contact center. In order to use the outbound dialing capabilities in Flex, you’ll need npm install permissions for your Flex codebase.

Update your Flex UI Node Module

1. In your Flex Project, run the following command to install the most recent version of the Flex UI.

npm install @twilio/flex-ui@1.18.0

Configuration Settings

The Flex Dialpad has various settings that you can modify. To see the defaults, log in to the Twilio Console and navigate to the Flex Settings page.

Description of Fields

Field Name Description
Caller ID Manage which Twilio phone number you want to use as the default Caller ID for outbound calls.
TaskQueue Manage which TaskRouter TaskQueue you want to use for outbound calls. The agent must be a member of that TaskQueue. The queue will also be used for reporting in TaskRouter Events and Flex Insights.
TaskRouter Workflow Manage which TaskRouter Workflow you want to use for outbound calls. The workflow will be used to determine Task Reservation Timeout and Assignment Callback URL. Routing rules will be ignored, and the task will be assigned to the agent using the Dialpad.
Country Manage the default country code for your Dialpad. Choose a country code that will be the most useful for the majority of your agents.

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