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Get Started with Flex Conversations

All new Flex accounts use Flex UI 2.x.x. If you need to use Programmable Chat and Proxy, please see this guide.

Flex Conversations is the next generation architecture for async channel capabilities. It supports the following channels:

  • WhatsApp
  • Chat
  • Email
  • Facebook Messenger (Public Beta)
  • Google Business Messages (Public Beta)

Flex also enables you to build solutions to support external channels. For more details, see How to Integrate Telegram into Twilio Flex Conversations and Viber Integration with Twilio Flex via Corezoid.

Flex Conversations uses Twilio Conversations and the Interactions API for building contact center workflows for those channels. The following diagram illustrates the high-level topology of Flex Conversations:

Conversations Primitive Diagram for all Digital Channels

Flex Conversations provides the following async channel capabilities and contact center features:

  • Rich text formatting options for chat
  • Attachments for all channels
    - SMS/MMS is US only
    - See Channel attachment Limits for file types and size limits
  • Read receipts for WhatsApp and Chat
  • Includes a supported open source demo web chat application that works with Twilio Conversations and supports guest chat users
Role Features
Administrators The ability to configure inbound SMS/MMS, WhatsApp, Chat, Facebook Messenger, and Google Business Messages, and associate Addresses with Studio Flows and webhook URLs
Developers Twilio Conversations and the Interactions API for managing Conversation contacts, participants, custom chat channels, address configurations, webhooks, and events
Agents Handle inbound and outbound async channel tasks
Supervisors Monitor channel interactions

Next Steps

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Need some help?

We all do sometimes; code is hard. Get help now from our support team, or lean on the wisdom of the crowd by visiting Twilio's Stack Overflow Collective or browsing the Twilio tag on Stack Overflow.

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