Twilio Flex
Product · SaaS / cloud software by Twilio
The AI-ready contact center that you can customize without limits.
Twilio Flex is a programmable cloud contact center platform for businesses that need to build and scale customized customer service experiences. It unifies voice, SMS, and digital messaging with AI-powered agent assistance and flexible usage-based pricing.
- Price
- From 0 USD
- Launched
- 2026-11-05
Category: Customer Support Software
- Platforms
- Web, iOS, Android, and API-driven integrations
- Free Trial Credit
- 5,000 active user hours
- Supported Channels
- Voice, SMS, WhatsApp, Facebook Messenger, Web Chat
- AI Features
- Agent Copilot, Conversation Intelligence, Conversation Relay
- Developer Tools
- Twilio Studio, Functions, REST API, SDKs
- Pricing Models
- Per-hour, Per-month (Named User), User + Usage
- 5,000 free active user hours for new accounts
- Omnichannel support for Voice, SMS, WhatsApp, and Facebook Messenger
- AI-powered Agent Copilot for real-time response suggestions
- Flexible pricing starting at $1 per active user hour
- 99.95% API availability for enterprise-scale operations
Overview
Twilio Flex is a programmable cloud contact center platform designed for businesses that require a highly customizable customer service solution. It enables organizations to orchestrate omnichannel interactions across voice, SMS, WhatsApp, and Facebook Messenger from a single, unified interface. The platform is built on Twilio's global infrastructure, offering 99.95% API availability and the ability to scale to billions of interactions. Developers can use a programmable UI and a suite of APIs to build unique agent experiences tailored to specific business needs. Flex integrates AI-ready capabilities such as Agent Copilot, which provides real-time suggestions and automated summaries to improve agent efficiency. It supports flexible pricing models, including per-hour and per-user options, allowing businesses to align costs with seasonal demand.
Contact Center Operations
- Omnichannel Routing: Orchestrate inbound and outbound interactions across voice, SMS, WhatsApp, and Facebook Messenger from a single interface.
- Intelligent Triage: Route conversations based on intent, history, and real-time signals to the most appropriate agent.
- Agent Orchestration: Connect customers to the right virtual or live agent by orchestrating interactions across multiple channels.
AI and Automation
- Agent Copilot AI: Augment agent capabilities by proposing relevant responses and facilitating post-interaction wrap-ups.
- Conversation Intelligence: Extract context from real-time conversations to provide agents with persistent memory across sessions.
- Conversation Relay: Integrate advanced voice AI for natural, human-like customer conversations at scale.
Builder Tools
- Programmable UI: A fully customizable UI that allows developers to build a unique contact center experience.
- Studio Visual Builder: Quickly connect channels and orchestrate interactions with a visual drag-and-drop workflow builder.
- Functions & Serverless: Create production-grade, event-driven applications in a serverless environment.
- Developer Toolkit: Access up-to-date API reference documentation and SDKs to start building in preferred languages.
Customer Data Insights
- Unified Customer Profiles: Unify customer data across channels and track real-time interactions for personalization at scale.
- Context-Driven Engagement: Empower agents with a real-time view of customer data and historical context in one unified profile.
- Data Integration: Connect first-party data from any source to power personalized customer experiences.
Use cases
- Customer support teams use Flex to manage voice and messaging conversations in one place to reduce wait times.
- Retailers implement Flex to provide personalized shopping assistance across WhatsApp and SMS using customer data.
- Financial institutions deploy Flex to securely verify account holders and route complex inquiries to specialized agents.
- Hospitality brands use Flex to handle guest requests and reservations with a seamless handoff between AI and human staff.
Specifications
- Deployment
- Cloud-based platform with 99.95% API availability and infrastructure built for major surges
- Platforms
- Web, iOS, Android, and API-driven integrations
- Integrations
- Salesforce, CRM systems, loyalty programs, and property management systems via APIs and webhooks
- APIs and SDKs
- REST API, TaskRouter API, Conversations API, and client SDKs for iOS, Android, and JavaScript
- Sign-in and administration
- Single sign-on (SSO) and granular roles for admins, supervisors, and agents
- Limits
- Free trial includes 5,000 free active user hours for new accounts
- Languages
- English, French, German, Japanese, Portuguese, and Spanish supported on the website
- Free Trial Credit
- 5,000 active user hours
- Supported Channels
- Voice, SMS, WhatsApp, Facebook Messenger, Web Chat
- AI Features
- Agent Copilot, Conversation Intelligence, Conversation Relay
- Developer Tools
- Twilio Studio, Functions, REST API, SDKs
- Pricing Models
- Per-hour, Per-month (Named User), User + Usage
- Global Reach
- 180+ countries
- Agent Copilot Voice Pricing
- $0.035 per minute (Public Beta)
- Agent Copilot Digital Pricing
- $0.005 per message (Public Beta)
How it works
- Sign up and Trial: Sign up for a free Twilio account to access the Flex console and start with 5,000 free active user hours.
- Configure Channels: Use the visual Studio builder or Twilio APIs to connect communication channels like Voice, SMS, and WhatsApp.
- Customize Experience: Tailor the agent desktop and routing logic using the programmable UI and TaskRouter to match your business workflows.
- Select Pricing Model: Choose between per-hour or per-user pricing models to scale your contact center based on actual usage.
Plans
- Free Trial: 0 (5,000 hours)
- 5,000 Free Hours: Access to 5,000 free active user hours for new Twilio Flex accounts.
- Non-expiring Trial: One-time grant that does not expire unless a billing model is selected.
- Active User Hour Pricing: 1 per active user hour
- Metered Usage: Pay only for the time users spend in active sessions, excluding logout time.
- Seasonal Scaling: Ideal for businesses with seasonal traffic or part-time agents.
- Named User Pricing: 150 per named user per month
- Predictable Spend: Predictable monthly spend for agents, supervisors, and administrators.
- Monthly Contract: Includes a contract for per-month pricing.
- User + Usage Pricing: 35 per monthly active user
- Monthly Active User Fee: A base fee per monthly active user who logs in at least once a month.
- Metered Primitives: Metered usage for underlying Twilio primitives like Conversations and TaskRouter.
FAQ
What are the different pricing models for Twilio Flex?
Twilio Flex offers three main pricing models: User + Usage (starting at $35 per monthly active user), Named User (starting at $150 per month), and Active User Hour (starting at $1 per hour).
How is an active user hour defined for billing?
An active user hour is the time that users (admins, agents, or supervisors) spend in any activity aside from the single Logout Activity. Twilio does not charge for users who have not logged into Flex.
Are messaging fees for WhatsApp and Facebook Messenger included?
WhatsApp session messages and Facebook Messenger messages are included in the Flex license. However, WhatsApp template messages are charged separately.
Added by AntSpace from public sources (twilio.com).