Twilio Flex

Bring real-time data and AI to every conversation

Twilio Flex is a digital engagement center that now offers a real-time data layer and AI capabilities so you can individually tailor every sales and service interaction.

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Recognition

Twilio named a Leader in CPaaS for second consecutive year

Read the 2024 report

Deliver world-class sales and service experiences

Flex gives your customer-facing teams the context, data, and channel flexibility they need to turn ordinary conversations into opportunities to drive repeat sales.

Provide personalized, data-driven customer service

Connect customers with any customer-facing employee
Choose the channels that remove friction for customers and encourage dialogue
Personalize interactions with detailed customer profiles that pull in first-party data from any source
Integrate data from any system, including Zendesk, Salesforce, billing systems, ERPs, inventory management, and more
Augment your existing call center solution by deploying a rapid proof-of-concept—no commitment required

Flex for contact center

Flex UI with integrated SMS, voice, and WhatsApp channels for customer interactions

Serve customers before they become customers

Add click-to-dial or click-to-text to your apps for efficient outreach
Communicate with prospects on the channels they prefer
Arm sales reps with detailed profiles containing data from every customer touchpoint
Augment your existing workflows and systems—Flex integrates with Salesforce and Zendesk or custom CRMs

Flex UI supporting sales outreach through the channels customers prefer: SMS, voice calls, WhatsApp

Offer in-app digital concierge to build relationships

Use your mobile app as the virtual front door to your business and shopping experience
Connect customers seamlessly with sales or support representatives
Integrate with any data source to draw on holistic customer profiles for personalized service
Send pictures and videos over digital channels to bridge the physical-digital divide

Flex for digital concierge

Digital concierge service that enables customer service reps to proactively engage customers by sending pictures and videos over digital channels

user interface of the key features of Agent Copilot powered by Unified Profiles

New feature

Introducing Agent Copilot powered by Unified Profiles

For the first time, you can use real-time customer data and AI-driven automation in your contact center to reduce handle times and increase productivity while improving customer satisfaction.

Learn more about AI in Flex

What the demos cover

An interactive tour of the agent experience
An interactive tour of the supervisor experience
How Flex allows agents to handle tasks across multiple channels from a single UI
A tour of the UI and Flex insights, which allows you to create custom reports

Twilio Flex demos

See how Twilio Flex works. Fill out the form to access free demos that preview the Flex user interface, workflows, customizability, and reporting.

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Transform your customer experience into a growth engine

90+ points

NPS score for Nubank

13% decrease

in after call work for Toyota Connected

70% lower

handle times with SMS for Vacasa

20% increase

in supported calls to the contact center for Electrolux

See Twilio Flex in action

Flex works within your existing solution, so you can modernize without replacing your current system.

A customer asks a virtual agent to cancel a flight and get a refund; the request is handed off to a live agent.

Choose your path to deploy Flex

No matter how you deploy Flex, it's customized to fit your business. You can add new features when you need them and iterate in days—not weeks or months.

Get help from Twilio Experts

Collaborate with Twilio Professional Services to design and deploy your vision for Flex. Get expert guidance on your plans, integrations, and optimization for a successful launch.

Explore Professional Services

Work with our partners

Bring your ideal solution to life with technology partners and top-tier consulting partners like Deloitte Digital, Perficient, Sabio, IBM, or Google.

Explore Twilio partners

Customize and deploy

Create a solution that’s tailored to your exact needs without long timelines. Deploy new channels quickly with Flex Conversations and build self-service IVR workflows using Studio.

“We like having the ownership and control to build our future, so we can stay ahead of the competition and constantly delight our customers.”

Steve Basra CEO and President, Toyota Connected

“With Twilio, Vacasa achieved 70% lower handle times for SMS and a 3-10x increase in bookings”

Subechya Person Vice President Product Management, Vacasa

Resources

How to enhance your CX with Flex

Demo

Explore Flex’s user interface

See how Flex supports seamless personalized dialog across sales and customer service.

Guide

Cook up a high-impact digital engagement center

Read how Twilio customers are whipping up brand loyalty at scale with Flex (in English).

Guide

Power CX with owned data

Learn how to collect data and create a personalized customer experience once third-party cookies expire (in English).

Webinar

Deliver unforgettable shopping experiences

Learn how Flex can help retailers grow revenue and loyalty by delivering seamless experiences (in English).

Report

Build meaningful customer relationships

Read the 4 keys to making personalized omnichannel experiences a reality (in English).

Article

How Twilio uses Flex for sales

Twilio sales deployed a Flex contact center that revolutionized our inbound and outbound experiences (in English).

Take control of your entire customer experience with Flex

Empower your sales and service teams to deliver personalized, data-driven experiences across channels. Sign up for a free trial to start building a proof of concept or explore our flexible pricing models.

Contact sales See pricing