Twilio Flex

The world’s most flexible cloud contact center

Take your contact center to the cloud with the platform that’s powering over half a million agents.

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Overview

Your imagination
is the only limit

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Take complete control

Developers can easily create, change, or extend every part of Twilio Flex. Augment your existing contact center with new channels, or an intelligent IVR and chatbot—or, move your entire contact center to the cloud.

Deploy in days or weeks—not months

Build and deploy a 100% cloud contact center in less than a week. With Twilio Flex, you’re free from the limitations of SaaS applications and can rapidly deploy a contact center that is tailored to your business.

Connect on any channel

Reduce costs and stay connected to customers by offering the widest breadth of channels, including Voice, SMS, WhatsApp, Facebook Messenger, LINE and WebChat. Twilio Flex users report saving 34% on contact center operational expenses.

Use Cases

Build experiences your
customers will love

AI-powered self-service

Automate routine customer inquiries with conversational IVRs and chatbots to reduce wait times.

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Omnichannel customer service

Support messaging channels like WhatsApp, SMS, or WebChat alongside voice with intelligent routing and performance tracking.

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Proactive customer engagement

Reach customers with automated text notifications, click-to-dial, preview dialers, or a callback service during peak hours.

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Remote agent contact centers

Make it easy for agents and supervisors to work from home with little to no operational impact.

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"With Twilio Flex we were able have agents quickly transition from the contact center to home office and were able to seamlessly continue assisting our customers during COVID-19."

Laura Malinsky, Head of Contact Centre Capabilities

Capabilities

Unlimited ability to
change, adapt, and iterate
your contact center

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Design the ideal agent experience

  • Support SMS, voice, WhatsApp, Facebook Messenger, LINE, WebChat on one platform
  • Manage tasks across multiple channels with a single user interface
  • Create engagement workflows and intelligent routing tailored to your business
  • Integrate with Google Contact Center AI to surface relevant information and recommended responses
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Integrate with applications you already use

  • Embed within Salesforce, Zendesk, or nearly any other CRM
  • Build and deploy customizations easily
  • Use API integrations to pull in inventory data, customers’ past orders, payments, etc.
  • Connect with ecosystem partners that provide certified integrations for WFM and campaign dialers
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Gain complete operational insight

  • Create, share, and consume reports with drag-and-drop ease
  • Add custom metrics and KPI monitoring
  • Access interaction data with your own reporting tools using export APIs
  • Use performance trends to further inspect and iterate your contact center

Partners

Trusted partners to help you
deploy with confidence

Work with one of our partners to create the ideal contact center for your business. Extend the functionality of your contact center with add-ons from experienced technology partners or design and build your contact center with our top-tier consulting partners.

All Twilio Flex partners

Pricing

Choose from transparent,
flexible pricing models

Start for free

Free

$5K

Active User Hours

Deploy Flex in minutes

Start prototyping your new contact center. Free trial does not include Insights and self-hosted UI.

Pricing options

$1

Per-hour pricing

Pay $1 per active user hour to flexibly scale up or down for seasonal traffic or account for part-time agents.

$150

Per-month pricing

Pay $150 flat rate per named user (agent, supervisor, or administrator) per month for predictable spend, regardless of volume or activity.

Voice connectivity, SMS messages, and WhatsApp template messages are charged separately.