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Twilio Flex Administrator guide What is Twilio Flex?

Core concepts

Introduction Numbers Voice Conversations Chat and Messaging Studio Flows, Functions, Assets, and TwiML Routing Flex UI

Contact center setup

Pre-agent workflows with Studio

Configure pre-agent workflow with Studio Build an IVR for Flex with Twilio Studio

Account creation

Set up your Twilio Flex instance

Alerts (public beta)

Alerts for contact center metrics in Flex

Localization

Turn on language selection for agents (public beta)

Flex ringtone

Turn on a ringtone for inbound tasks

User management

Manage Twilio Console users Manage Flex UI users Manage Flex logout settings Teams in Flex (public beta)

Plugins

Custom plugins dashboard

Security

Securely embed Flex as an iframe Configure your Salesforce integration Configure your Zendesk integration

Conversations

Getting started Prerequisites Setup checklist Turn on messaging transfers for Conversations Configure a webhook for Interactions events Flex Conversations roles Overview of address management Manage Conversations SMS addresses Manage Conversations WhatsApp addresses Manage Conversations Chat addresses Manage Conversations addresses for Facebook Messenger (public beta)Configure with a Messaging Service (advanced)Migrate from legacy Messaging Send application-to-person SMS in the US Leave and pause options for Conversations

Legacy Messaging

Test legacy SMS and Chat Manage SMS addresses Manage legacy Webchat addresses Using Proxy with Flex A2P SMS

Email

Email in Flex for administrators Prepare your Flex account for email Enable Email in Flex Add and authenticate email domains Create email addresses Warm up an IP address for Email in Flex Set up outbound email Configure the Leave and Pause options for email tasks

Voice

Flex on Citrix VDI Flex on Azure Virtual Desktop Test Voice Handle a Voice contact Dialpad: Overview Dialpad: Enable and configure Dialpad: Legacy Dialpad migration Dialpad: Known limitations Dialpad: click-to-dial Dialpad: End-user guide

Unified Profiles (public beta)

Overview for administrators Set up and configure Unified Profiles in Flex Set up your Segment space Add Flex customer history Confirm customer identifier settings Enrich Segment profiles with Flex interaction data Known issues and limitations

Agent Copilot (public beta)

Overview for administrators AI Nutrition Facts for Agent Copilot Configure Agent Copilot Configure customer highlights Configure wrap-up notes Known issues and limitations

Topics (public beta)

Topics, subtopics, and disposition codes

Routing and skills

Part 1: Assign skills to your Flex agents Part 2: Set up queues and skills-based routing

SSO and IdP

Overview Google SSO Okta IdP Salesforce SSO Entra ID Auth0 IdP Flex Insights user roles Flex SSO URL migration guide Self-hosted Flex: Additional SSO configuration

Troubleshooting

Run system checkup

Flex Mobile (public beta)

Manage Flex Mobile

Integrations

Customer engagement

Google Dialogflow CX native integration Glance Mindful Mindful Feedback Spoke Phone (UCaaS)Veridas Lionbridge Language Cloud

Customer relationship management

Salesforce Zendesk

Workforce engagement management

Calabrio Puzzel WFM Alvaria WFM

Messaging
Voice
Video
Serverless
Flex
Studio
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SDKs
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Contact Center Setup

Review the following resources to set up your Flex contact center:

Create your Flex Instance
Test the Sample Voice, SMS, and Chat Experience
Add an administrator to your Flex application
Set up SSO and Identity

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