Flex Solutions Library | Twilio

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The Solutions Library is a set of end-to-end reference guides for common contact center use cases that will help you build and deploy faster on your Flex application. All the plugins featured in these guides run Flex UI 1.x.x.

Queued Callback and Voicemail

Automate agent callback requests from customers

Ability for customers to request a callback at a specific number
Ability for customers to leave a voicemail for an agent
Contextual information for agents handling the callback request
Text transcription for voicemails

Preview Dialer for Outbound Campaigns

Automate and manage outbound campaigns for your contact center

Import contacts in Flex for your outbound campaigns
Schedule outbound campaigns
View campaign and contact information on outbound calls

Chat and SMS Transfers

Transfer chats and SMS between agents

Transfer to an agent or a queue of agents
Support for cold transfers
Built-in support for both chat and SMS

Supervisor Barge-In and Coach

Enable supervisors to observe and coach agents on live calls with customers.

Ability for supervisors to coach an agent on a live call with a customer
Ability for supervisors to join and contribute to a call between a customer and an agent
Support for viewing agents being coached

Pause and Resume Call Recording

Enable agents to pause and resume customer call recordings

Inbound and outbound Flex call recording control
A Pause/Resume toggle button for the agent and a visual recording status message
Dual-Channel Audio Recording

Selectable Chat Messages

Automate Web Chat experience with a self-service flow

Ability for customers to be guided through automated web chat flow