Flex SDK glossary (public beta)
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Public Beta
The Flex SDK 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 SLA.
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Not a HIPAA Eligible Service or PCI Compliant
The Flex SDK is not a HIPAA Eligible Service or PCI compliant and should not be used in workflows that are subject to HIPAA or PCI.
This glossary defines key terms you'll encounter when working with the Flex SDK. These terms relate to contact center concepts, Twilio-specific entities, and common authentication patterns for developers.
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Info
Although terms on this page are grouped by method, many terms are relevant to multiple Flex SDK methods.
| Term | Example | Definition |
|---|---|---|
| Activity | setCurrentActivity, setWorkerActivity | An agent's current status (for example, Available, Offline, or Busy), crucial for managing agent availability in a contact center. |
| Attributes | setAttributes, setWorkerAttributes | Key-value pairs associated with a worker or task, often used for skill-based routing or storing contextual information. |
| Worker object | getWorker | The programmatic representation of a contact center agent or employee. |
| Term | Example | Definition |
|---|---|---|
| Task | acceptTask, rejectTask | A Task represents a single unit of work an agent handles, such as an incoming call, chat message, or an email. |
| Wrapup | wrapUpTask | The time an agent spends completing post-interaction administrative work after a customer interaction ends. |
| Participants | GetTaskParticipants, AddTaskParticipantListener | Individuals or entities involved in a Task, such as the customer, agent, or supervisor. |
| Listener | AddTaskParticipantListener | A procedure that listens for an event to occur (for example, a participant being added to a Task), and then executes a specific action. |
| Term | Example | Definition |
|---|---|---|
| Outbound call | startOutboundCall | A call initiated by an agent or system to a customer, as opposed to an inbound call initiated by a customer. |
| Voice event | addVoiceEventListener | Specific occurrences related to a voice call, such as an incoming call, a call being connected, or a call ending. |
| Monitor call | monitorCall | A supervisory function that allows an agent or supervisor to listen in on another agent's call. |
| VoiceCall (object/context) | VoiceCall.mute, VoiceCall.disconnect | The programmatic object representing an active voice call within the Flex system. |
| Mute / Hold / Unhold | VoiceCall.mute, VoiceCall.hold | Standard call controls for managing audio and call state. |
| Kick | kickVoiceParticipant | To forcibly remove a participant from an ongoing call or conference. |
| External voice participant | addExternalVoiceParticipant | A person or entity outside the immediate contact center system who is added to a voice interaction. |
| Conference | endVoiceCallForAll | A multi-party call involving several participants, such as an agent, customer, and external expert. |
| Voice task transfer | startVoiceTaskTransfer, cancelVoiceTaskTransfer | The process of moving a voice-related task from one agent or queue to another. |
| Term | Example | Definition |
|---|---|---|
| Conversation | getConversationByTask, pauseConversation | A general term in Flex for any ongoing interaction with a customer, such as a voice call, chat, SMS, or email. Conversations provide a unified view across different communication channels. |
| Conversation channel | pauseConversation, leaveConversation | The specific medium through which a conversation is taking place (for example, an SMS channel). |
| Email task | StartOutboundEmailTask | A task type specifically for handling email interactions, often with similar lifecycle stages to voice or chat tasks. |
| Email participant | AddEmailParticipant, removeEmailParticipant | An individual involved in an email conversation, usually identified by their email address. |
| Paused conversations | getPausedConversations | Conversations that are temporarily suspended but can be resumed later. |
| Conversation transfer | startConversationTransfer, getConversationTransfers | The act of re-routing an ongoing conversation to another agent, queue, or department. |
| Term | Example | Definition |
|---|---|---|
| Worker object | getWorker | The programmatic representation of the agent currently logged into Flex. |
| Workspace object | getWorkspace | The programmatic representation of the Flex contact center environment. Contains configurations for tasks, workers, and queues. |
| Term | Example | Definition |
|---|---|---|
| FlexSDK Client instance | createClient | The main object initialized with the Flex SDK that provides access to all SDK functionality. |
| Public configuration | getPublicConfig | Configuration data that is generally accessible and doesn't contain sensitive information. |
| Flex configuration service | The backend service that provides configuration data for Twilio Flex. | |
| Features config | getFeaturesConfig | Configuration settings related to specific functionality or features within the Flex application. |
| Session token | A token that represents an active user session. | |
| Account configuration data | getAccountConfig | Specific settings and data related to the Twilio account associated with the Flex instance. |
| Log level | setLogLevel | A setting that controls the verbosity and importance of messages output by the SDK (for example, debug, info, warn, or error). |
| SDK error | FlexSdkError | An error specifically originating from the Flex SDK. |
| Error code | ErrorCode | A specific identifier for a type of error, often used programmatically for error handling (for example, ErrorCode enum). |
| Error severity | ErrorSeverity | The level of impact or importance of an error (for example, low, medium, or high). |