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Set Up Your Flex Account

In this section of the onboarding guide, you create your Flex account and learn about different user roles in Flex.

Set up your Twilio Flex account

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  1. First, log in to the Twilio Console(link takes you to an external page) . You can create a free trial account here(link takes you to an external page) if you do not already have one. You need an existing Twilio account to create a new Flex account.
  2. Create a new Flex account here(link takes you to an external page) . Give your account a name (this can be anything you want to use to identify your Flex account) and verify your phone number again.

Once you have completed these steps, your Flex account is created and ready to use.



If you are sending SMS to the U.S. or Canada, please be aware of updated restrictions on the use of Toll-Free numbers for messaging purposes. These restrictions do not apply to Voice, or to other non-SMS uses of Twilio phone numbers. But if you obtain a Toll-Free Number for non-SMS purposes and then wish to use it as well for Messaging, please read this first(link takes you to an external page).

You can see the Flex UI at The next section of this guide walks through the different views in the Flex UI.



Flex UI vs. Twilio Console

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In this Onboarding Guide and while you are working with Flex, you will often see the terms "Flex UI" and "Flex Console" and will need to perform actions in both places.

The Flex UI is the interface that you can see at takes you to an external page). The Flex UI has four different built-in Views, which you will learn about in the next section of this guide. The Flex UI is where your Agents will handle interactions with customers, where Supervisors can see an overview of their teams and what Agents are working on, and where Administrators can customize certain aspects of the Flex instance. (Learn about these different user roles in the User Roles section below.)

The Flex section of the Twilio Console is located at takes you to an external page). The Twilio Console will be used for actions like adding new Administrators to your Flex account and interacting with TaskRouter, the system you will use for routing call center tasks to the appropriate queues and Agents.



When you open the Flex UI for the first time, you might see a popup in your browser asking you to accept notifications from the web application. You should accept this so that the browser can send you notifications for incoming calls and texts.

Core information about your new Flex Instance

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Keep in mind the following about your new Flex account:

When you create your Flex account, you are the first user in the account and have Administrator privileges. In addition to Administrators, there are two other built-in roles you can assign to users: Supervisor, and Agent.

  • Administrators have access to all pages in the Flex UI and can configure all aspects of your contact center, including users, billing, versioning, communication workflows, and routing.
  • Supervisors can monitor the interactions between agents and customers. They can manage teams of agents and have access to the Agent Desktop, Teams, and Queue Stats. They cannot modify the Flex UI instance.
  • Agents handle interactions with customers using the Flex Agent Desktop. Agents are assigned tasks based on their capacity and status. Agents have the lowest level of access in the Flex UI.

You can create new Administrator and Supervisor users in the Twilio Console or via Single Sign On (SSO). You can only add Agents via SSO.

Learn more about roles and adding or deleting Flex users here.

In the next section of the onboarding guide, you will see an overview of the different views in the Flex UI.

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