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Twilio Flex Administrator Guide Index What is Twilio Flex?

Core Concepts

Introduction Numbers Voice Conversations Chat and Messaging Studio Flows, Functions, Assets, 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

User management

Manage Twilio Console users Manage Flex UI users

Plugins

Custom Plugins Dashboard

Security

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

Conversations

Getting Started Prerequisites 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)Manage Conversations Addresses for Google Business Messages (Public Beta)Configure with a Messaging Service (advanced)Migrate from Legacy Messaging Send Application-to-Person SMS in the US Downgrade to Flex UI 1.x and Legacy Messaging

Messaging

Test Legacy SMS and Chat Manage SMS Addresses Manage 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 Unified Profiles Set up your Segment Unify space Confirm customer identifier settings Choose traits to use Configure Flex UI components - Customer header and search - Customer details - Customer history Set up the Search for a Profile Widget Known issues and limitations

Agent Copilot (Public Beta)

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

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 Azure AD Auth0 IdP Flex Insights User Roles Flex SSO URL Migration Guide Self-hosted Flex: additional SSO configuration

Integrations

Customer Engagement

Google Dialogflow CX Native Integration Acqueon 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
Serverless
Flex
Studio
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SDKs
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Messaging

Follow this link to learn how to test the sample voice, SMS and chat experiences in Flex.

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