Twilio Flex

AI assistance and human agents together, in one flexible contact center

Embed voice, messaging, and AI into your existing apps. Give agents the context to perform at their best and create connected customer journeys—without replacing what you have.

Contact sales View interactive demo

Twilio Flex interface showing communication channels and a conversation with user Jessica Drew about booking changes.

Extend your contact center without rebuilding your stack

Modernize your customer and employee experience in place by embedding voice, SMS, WhatsApp, and email into the apps you already use. Twilio Flex orchestrates interactions across channels, AI-driven automation, and human agents so conversations stay connected and context stays intact.

Human agents get a complete view of every interaction without switching between tools or piecing together fragmented data. With a composable architecture and User + Usage pricing, you only pay for what you use and control how you build and scale customer experiences.

From AI to human–without missing a beat

Flex orchestrates the escalation from automated self-service to high-touch human interaction to deliver better customer experiences during the moments that matter.

Get customers to the right help fast

Deliver personalized, data-driven customer service by resolving routine inquiries with AI and escalating complex issues to the right expert. Respond in real time across channels and connect customers to the support they need using data from your existing systems.

Toyota Connected used Twilio Flex to empower its disaster recovery team, escalating virtual agent conversations to the right employees during critical roadside moments. With intelligent routing and seamless escalation, teams respond faster and stay coordinated under pressure.

day proof of concept

13%

reduction in after-call work

18%

monthly average handle time decrease

Read Toyota Connected’s story

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Start conversations that drive engagement and results

Increase revenue and retention with business-initiated interactions across preferred channels. Use AI to initiate engagement and bring in agents for a human touch when customers respond. Keep every interaction connected in a single, continuous conversation from outreach to follow-up.

Magalu used Twilio Flex to turn click-to-message ads into ongoing customer conversations, enabling prospective sellers to engage directly over WhatsApp. With a connected messaging experience, customers can ask questions and continue the conversation—keeping engagement active from initial outreach through onboarding.

20%

increase in sales volume using WhatsApp

200K

sellers currently in the Marketplace

>2X

onboarding conversion rate for salespeople

Read Magalu’s story

Smiling man in denim jacket uses phone outdoors in urban area.

Modern for customers. Empowering for agents. Proven for business.

70%

lower handle times with SMS for Vacasa

90+

NPS score for Nubank

45%

reduction in operational costs for Universidad Uk

13%

decrease in after call work for Toyota Connected

It’s called Flex for a reason

Have a dev team? You can take the lead. Prefer a guided path? Get help from Twilio experts or our partners.

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 partners

Bring your ideal digital engagement center to life with the help of a top-tier consulting partner like Deloitte Digital, Perficient, Sabio, IBM, Google.

Explore Twilio partners

Customize and deploy

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

Explore Studio

Resources

Explore ways to create standout customer interactions

Demo

Explore Flex’s user interface

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

Guide

Power CX with owned data

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

More possibilities. Fewer limits. How will you Flex?

Start modernizing your contact center on your terms with a programmable foundation built for scale. Deliver unified, context-rich experiences that turn every agent into your best agent. And with pay-as-you-go pricing, you pay only for what you use—nothing more.

Contact sales View pricing

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