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UI Configuration

There are two ways to configure Flex UI:

You can override any of the default configuration values.

Configuration Object

In the configuration object, you can define the default properties of your Flex Components. You can also configure properties that are not tied to specific Components.

Example: public/assets/appConfig.js

var appConfig = {
  serviceBaseUrl: "",
  sso: {
  sdkOptions: {
    insights: {
      productId: "flex_insights"
  logLevel: "debug",
  colorTheme: {
    baseName: "GreyDark",
    colors: {},
    light: false,
    overrides: {}
  componentProps: {
    CRMContainer: {
      uriCallback: (task) => task
        ? `${}`
        : ""
  router: {
    type: "memory",
    history: {
      initialEntries: [ "/agent-desktop" ]

Some configuration options are only available through the configuration object. Below is the list of all available configuration options.

colorTheme: string | object

Redefines the color scheme.

appConfig.colorTheme = {
  baseName: "GreyDark",
  colors: { base2: "red"},
  light: true,
  overrides: {
    MainHeader: {
      Container: {
        background: "green"

componentProps: object

Adjusts the properties of separate Flex Components. For a list of available components, see Components.

appConfig.componentProps = {
  AgentDesktopView: {
    showPanel2: false

disableTransfers: boolean

Disables conference transfers.

appConfig.disableTransfers = false;

logLevel: string | number (Default: 'warn')

Sets the specificity of log output. Can be either a number or a string matching:

  • trace or 0
  • debug or 1
  • info or 2
  • warn or 3
  • error or 4
  • silent or 5
appConfig.logLevel = 'info';

pluginService: object

Extract the list of plugins from remote plugin service.

appConfig.pluginService = {
  enabled: true

router: object

Sets the use of browser or in-memory routing for Flex.

appConfig.router = {
  type: "memory",
  history: {
    initialEntries: [ "/agent-desktop" ]

sdkOptions: object

Sets the voice, worker, chat, and insights SDK parameters.

appConfig.sdkOptions = {
  voice: {},
  worker: {},
  chat: {},
  insights: {}

serviceBaseUrl: string

The base URL for the Flex backend service.

sso: object

Enables support for authentication and Single Sign-On using 3rd party Identity Providers such as Okta.

appConfig.sso = { 
  accountSid: "ACxxx" // AccountSid of your Twilio project 

language: string

Currently not used.

React defaultProps API

You may also configure default properties for components within a Plugin by using the React defaultprops API programmatically:

componentProps: { [Component Name]: { [Prop Name]: [PropValue] } }


  .uriCallback = (task) => task
    ? `${}`
    : "";

  .logoUrl = "";

Below is the list of Flex Components and their defaultProps that can be modified.

Flex Agent and Supervisor UI


uri: string

The URI that is displayed in the CRM container.

uriCallback: (task: Task) => string

A callback that returns a URI to be displayed in the CRM container based on a selected task.

  .uriCallback = (task) => task
    ? `${}`
    : "";


logoUrl: string

The logo URL displayed in the main top header.


logoUrl: string

The URL for the login view image (by default the Twilio Logo).


staticTaskFilter: (task: Task) => boolean

This callback tests if a task belongs to the static area (the upper area before filters) in the task list.

itemSize: 'Small' | 'Large' | 'LargeSelected'

The task list item size. Legal values include:

  • Small (default) - regular task list item size
  • Large - all task list items are 88px bigger in height, allowing for custom info below the default task list item content via TaskExtraInfo template
  • LargeSelected - selected tasklist item is shown as Large, others as Small


keepSideNavOpen: boolean

Indicates whether the Sidebar preview panel should be always visible. Default is false, which shows the preview only after the whole app is wide enough.

showNotificationBar: boolean

If set to false, NotificationBar notifications won't be shown. Read more about Notifications on the Notifications Framework page.

showLiveCommsBar: boolean

Displays an incoming call bar for views different from Agent UI.


compareFunction: (task1: Task, task2: Task) => number

Callback to control how tasks should be sorted in the task list. A negative number means task1 should be above task2. A positive number that task1 should be below task2. 0 indicates equal priority.


showPanel2: boolean

When set to false, will completely remove the right side area of the Agent View, where usually CRM resides, including the splitter control separating left and right side areas.

showFeedback: boolean

Shows the Ytica Feedback widget in the main Agent Desktop view.

splitterOptions: object

Allows specification of the default values for the main horizontal splitter in Agent Desktop view (separates the left view from the CRM area to the right). Values can either be pixels or % values.

  initialFirstPanelSize?: string; 
  minimumFirstPanelSize?: string; 
  minimumSecondPanelSize?: string; 


splitterOrientation: 'auto' | 'vertical' | 'horizontal' (Default: auto)

Determines whether the orientation of the content will be vertical, horizontal or automatic based on the content size.


tablePlaceHolder: ReactNode

The React element to display when the list of agents is empty.

initialCompareFunction: (worker1: IWorker, worker2: IWorker) => number

Callback to control how agents should be sorted in the agent list. A negative number means worker1 should be above worker2. A positive number that worker1 should be below woker2. 0 indicates equal priority.


showSkill: boolean

Display the skills section for the agent details.


details: Array<WorkerProfileDetail>

Add details to the agent's profile.


icon: string | ReactNode

An image displayed in the task header of a task. If you provide an icon string, it needs to match an icon name from a list of Flex Icons.

ActionsComponent: ComponentType<{ task: ITask }>

An action component displayed in the header of a task. Defaults to an "end task" button.

titleTemplateContext: object

Context object used for rendering the task title template.


alignment: 'left' | 'center'

Defines how the tab header is aligned.

Chat/Messaging Component for Flex UI

These properties apply to both the Flex Agent Desktop UI and the Twilio WebChat UI - everywhere the Chat/Messaging component is used.


avatarCallback: (identity: string) => string

Callback function to return the avatar URL of a member.

memberDisplayOptions: object

Allows overriding chat participant names, e.g. setting agent to Agent and customer to Customer.

  yourDefaultName?: string;
  theirDefaultName?: string;
  yourFriendlyNameOverride?: boolean;
  theirFriendlyNameOverride?: boolean;

messageStyle: 'Rounded' | 'Squared' | 'Minimal'

Defines the visual style of the message area. Options are Rounded, Squared, Minimal.

showReadStatus: boolean

Controls whether to show the message read indicator.

showTypingIndicator: boolean

Controls whether to show "[SomeOne] is typing" in chat.

showWelcomeMessage: boolean

Controls whether to show the welcome message at the beginning of the conversation.

welcomeMessageText: string

The welcome message text to display.

showTrayOnInactive: boolean

Displays the message tray component, indicating that the chat is no longer active whenever channel status is inactive.


useFriendlyName: boolean

Overrides the chat participant name with a friendly name.


areaStyle: 'Bubble' | 'Line' | 'Boxed'

The visual style of the text input element. Options are Bubble, Line, Boxed.

returnKeySendsMessage: boolean

Whether pressing the return key should send a message.


showButton: boolean

Display a ‘Start new chat’ button in the tray.

onButtonClick: () => void

A handler for a ‘Start new chat’ button click.

Configure authentication and Single Sign-On

To configure integration with an Identity Provider and enable Single Sign-On, set the

appConfig.sso = {
  accountSid: string; // AccountSid of your Twilio Project
  loginPopup: boolean; // whether to launch IdP login in new window
  loginPopupFeatures: string; // standard features param to be applied to popup window

The session state in Redux Store will contain:

  • loginState - state of the login
  • ssoTokenPayload - the token payload from the Identity Provider
  • identity - user identity used for SSO procedure
  • loginError - an error occurred during login
  • loginHandler - an object that contains parameters of the login procedure

Configuring CRM Integration

CRM integrated into an iFrame controlled by Flex.

uriCallback: (task: ITask) => string

Callback function which is called every time an active task is changed. You can provide a CRM URI for that particular task or a constant URI.

  .uriCallback = (task) => task
    ? `${}`
    : "";
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