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.

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.

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

Flex Demos

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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Contact center ROI

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

How Flex works

See Twilio Flex in action

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

Flexible integration

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.

Customer service agent

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.

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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.

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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.

“The Twilio Flex platform gives us the greatest flexibility and customization possible. We have the option to easily integrate our IT infrastructure, such as the existing Avaya telephony landscape, into Twilio Flex.”

Gloria Corella Product Manager, BSH

“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

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.