For Customers building HIPAA-compliant workflows with Flex UI, Customers are responsible for ensuring that in the case that PHI will be exposed through Flex UI, that only those that are authorized to access PHI have access to Flex. In some scenarios, PHI may be available to be downloaded by an Agent to their workstation from Flex UI. It is the responsibility of the customer to ensure that those with access have proper training on HIPAA prior to being given access. To learn more about building for HIPAA compliance, please visit the latest requirements here.
The Flex UI allows developers to build a custom user experience and custom behaviors for the Flex agents and supervisors. You can leverage a set of client-side public interfaces to customize the look and feel, alter the behavior, and introduce additional features to the out-of-the-box experience.
The Flex UI provides a wider range of programmable capabilities:
You can find a detailed description of all the Flex UI programmable interfaces in our API Docs and a collection of developer guides with examples of how to use them.
You can see which version of the Flex UI you are currently using on the Flex Overview page in your Twilio Console:
For Customers building HIPAA-compliant workflows with Flex Plugins, Customers are responsible for ensuring that any plugin developed and used are done so in a HIPAA compliant manner. This also includes not inserting PHI into error messages that may be collected by Flex (or any other third party services) for debugging and/or troubleshooting purposes. Twilio cannot guarantee plugins developed by a third-party, regardless of whether they are an official partner of Twilio or not, are HIPAA compliant. Plugins developed by Twilio Professional Services must not be assumed were developed with HIPAA considerations. It is the responsibility of the customer that wishes to use such plugins to ensure they are developed and used in a HIPAA compliant manner. To learn more about building for HIPAA compliance, please visit the latest requirements here.
Flex Plugins are the recommended way of customizing the Flex UI. Plugins have access to all of the frontend APIs: adding and replacing components, using the Actions Framework, triggering notifications, and more. They also provide a few additional benefits:
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versions. As new versions are released, the plugins do not need to be rebuilt and redeployed.
Flex provides the following tools to help you build and manage your Plugins: