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Get Started with Flex Conversations



All new Flex accounts use Flex UI 2.x.x. If you need to use Programmable Chat and Proxy, please see this guide.

Flex Conversations is the next generation architecture for async channel capabilities. It supports the following channels:

  • WhatsApp
  • Chat
  • Email
  • Facebook Messenger (Public Beta)

Flex also enables you to build solutions to support external channels. For more details, see How to Integrate Telegram into Twilio Flex Conversations(link takes you to an external page) and Viber Integration with Twilio Flex via Corezoid(link takes you to an external page).

Flex Conversations uses Twilio Conversations and the Interactions API for building contact center workflows for those channels.



You must use both Twilio Conversations and the Interactions API for Flex Conversations to work correctly. If you don't, you may see unexpected behavior like inconsistent results and missing events.

The following diagram illustrates the high-level topology of Flex Conversations:

Conversations Primitive Diagram for all Digital Channels.

Flex Conversations provides the following async channel capabilities and contact center features:

AdministratorsThe ability to configure inbound SMS/MMS, WhatsApp, Chat, and Facebook Messenger, and associate Addresses with Studio Flows and webhook URLs
DevelopersTwilio Conversations and the Interactions API for managing Conversation contacts, participants, custom chat channels, address configurations, webhooks, and events
AgentsHandle inbound and outbound async channel tasks
SupervisorsMonitor channel interactions

Next Steps

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