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Webchat 3.0 overview (Public Beta)


Public Beta

Flex Webchat 3.0 is currently available as a Public Beta product and the information contained in this document is subject to change. This means that 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 a Twilio SLA.



Not a HIPAA Eligible Service
Webchat 3.0 is not a HIPAA Eligible Service and should not be used in workflows that are subject to HIPAA.

Flex Webchat is a chat widget that you can embed on your website. The widget helps your customers chat with an agent without leaving your webpage. It is natively integrated with Flex UI, built on Flex Conversations, and hosted by Twilio.

Webchat 3.0 is simple to set up: you create a deployment key, connect it to a messaging address, and then copy the Flex-generated embed code to your website. Webchat 3.0 also includes enhanced security.

Webchat 3.0 is available on Flex UI 2.0.x and later.



Previously, Flex released Flex WebChat 2.0 and the Webchat React App.

If you are adding webchat for the first time, we recommend using Webchat 3.0.

If you are using one of the other Flex webchat versions, you can continue using that version or migrate to Webchat 3.0.

When an incoming message is sent to the chat channel, it triggers a Studio Flow. By default, this is the Chat Flow, which you can customize within Twilio Console(link takes you to an external page).

Demo webchat

demo-webchat page anchor

You can try out webchat without building or deploying anything. In Console, navigate to Flex > Manage > Webchat. If you already have a deployment key, click Launch Demo to start a webchat. If you don't have a deployment key yet, create one, then click Launch Demo. Your chat appears in Flex UI as an incoming chat task. You can send and view messages as the agent and the customer to see how it works.

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