Twilio Flex

Meet Twilio Flex, the programmable contact center platform.


Flex’s contact center platform easily molds to your business needs

Fine-tune your communication workflows, add new channels, and integrate existing solutions at your own pace. Twilio Flex lets you customize your experience, from technical workflows to user interface. Now you can build a solution that fits your business and your industry.

Take complete control
You can tailor Twilio Flex down to the pixels of your contact center UI using API-based programmability designed for mission critical use cases. Design, build, and iterate on the exact customer experience you had in mind.
Increase productivity
Improve contact center operational performance by delivering a single user interface for both agents and supervisors. Now, you can serve customers faster with critical, contextual information all in one place.
Innovate faster
Flex lets you build and ship the features you need at your own pace, without waiting on vendors or learning to use archaic software. Use the programming languages and tools you love to make your business better and your customers happier.


Create and manage conversations seamlessly using one interface

The old way: Traditionally, agents could only serve one customer, in one channel, and on one screen. This was cumbersome and negatively impacted customer experience.

The right way: Now, Flex lets agents manage tasks across multiple channels, all from one UI. Agents can save valuable time serving customers without being boxed into a channel, or spread across dozens of tabs.

Control your call routing programmatically

TaskRouter lets you control voice and digital interaction routing, to pair your customers with the best agent based on agent skills, attributes, or custom logic. Using TaskRouter, you can consistently improve routing flows based on the needs of your customer and business.

Intelligent workflow engine

Every interaction running through Twilio Flex invokes a workflow you can control using Studio, Twilio’s visual workflow editor. Dive into the workflows you build to iterate and update them with ease.

Reach your customers on the channels they care about most


  • Chat
  • SMS
  • Facebook Messenger
  • Line
  • WhatsApp
  • Video


  • PSTN Voice in 100+ Countries
  • VoIP-embeddable in web and mobile apps

Twilio Flex User interface

One user interface for all channels and integrations

Twilio Flex User Interface

  • Support multiple integrations and channels in one UI

  • Give agents contextual awareness using IVRs and bots

  • Customize the look and feel of your UI

  • Reduce agent’s cognitive load

Contextual data

Empower agents to multi-task using up-to-date customer data that reflects the interaction they’re currently managing.


Embed Twilio Flex within Salesforce or Zendesk, or nearly any other CRM.

Contextual intelligence for agents
Give your agents a fuller sense of the customer they’re serving. Combine data from customer interactions on Flex with your own historical business data via webhook.
Reaching customer satisfaction faster
Informed agents serve your customers better. Flex gives them access to historical customer data, preferences, and possible sales opportunities, enabling agents to work intelligently and contextually.
Watch your CSAT score soar
This dynamic results in the best customer-agent experience, delivered on one platform. Your customer is taken care of by a single agent, who’s empowered to switch channels without ever losing their connection to the customer.

Flex insights

Create, modify, share and consume reports while monitoring and managing critical KPIs

Reports and Dashboards

Create, modify, share, and consume reports with drag and drop ease.

  • Pre-built dashboards
  • Drill down to voice interaction from any report
  • Email based alerting with configurable thresholds
  • Scheduled dashboard and report emails


Define your own custom metrics and bust through data silos.

  • Define custom KPIs and metrics that fit your business
  • Quickly create and modify reports and dashboards with a custom report builder
  • Export dashboards and reports as an Excel File, CSV, PNG Image, or PDF
  • Load analyzed interaction data into your data warehouse using an export API


Twilio Flex provides you control and flexibility on one platform. If you need a hand outfitting your contact center, we know just the people for the job.

Browse through our complete list of Twilio Flex partners


Choose from transparent, flexible pricing models that fit your business needs

Start for free
Active user hours

Deploy Flex in minutes for free to start prototyping new dashboards for agents and new channels for your customers.

Scale flexibly
Active user hour pricing

You only pay for the time users are active.

Active user hour pricing accommodates your needs, whether you’re working with distributed agents or scaling for seasonal traffic.

Named user pricing

You’re charged a flat rate for each agent, supervisor, or administrator’s seat, regardless of traffic spikes or volume of activity.

Named user pricing offers you predictable pricing so you can plan your contact center roadmap with confidence.