Twilio Flex Pricing, Features, Reviews & Comparison of Alternatives

Twilio Flex

Fully programmable cloud contact center platform

4.67/5 (126 reviews)

Twilio Flex overview

Twilio Flex is a fully programmable cloud contact center solution which allows companies to instantly deploy an omnichannel contact center and customize discrete components including interaction routing, communication channels, workflows, UI and reporting to meet the unique needs of the organization. Companies can reach their customers on any channel they prefer including voice, video, and rich messaging, and agents can seamlessly switch from channel to channel.

With Twilio Flex, organizations can build and run an enterprise contact center that matches their exact business needs by adding, removing, or customizing the out-of-the-box components, and configuring the contact center on a granular level. Two-way integration allows users to send and receive data from external CRM, WFO and WFM tools to manage all customer interactions via a single interface. Attribute-based routing enables users to control calls programmatically by modifying routes based on skills, machine-learning logic, or steps in the customer journey using the TaskRouter tool. Users can create an intelligent workflow engine using Studio, Twilio’s visual drag and drop workflow editor, and pipe data from custom sources using the API.

Twilio Flex supports various communication channels including voice, video, and rich messaging, allowing agents to switch from a phone call to video chat, and manage interactions across various web and mobile environments, from a single UI. Users can also add new channels from the Flex Marketplace using pre-built integrations from third parties. Flex’s omnichannel capabilities allow agents to seamlessly follow a conversation across multiple channels, without losing the context. Flex analytics include real-time and historical dashboards to help users improve agent, administrator, or supervisor performance, and enable users to monitor agent interactions in real time across any channel.


Starting from
Pricing options
Free trial
Value for money
View Pricing Plans


Business size



United States, Australia, Canada, Europe, Germany

Supported languages

Twilio Flex screenshot: View, manage and search for contacts within the directory and make calls with a clickIntroducing Twilio StudioTwilio Flex screenshot: Deploy and customize discrete components to match exact business needs without deciding between build or buyTwilio Flex screenshot: Every aspect of the Flex platform is customizable, from call routing to the color of an agent’s desktop UITwilio Flex screenshot: Monitor and manage the contact center in real time with critical data to improve agent performance and efficiently distribute tasks Twilio Flex screenshot: Add new channels and optimize the contact center performance with native WFO toolsTwilio Flex screenshot: Monitor agent interactions in real time on any channel and control granular and high-level contact center performanceIntroducing Twilio Flex: The contact center platform you’ve been waiting for

Twilio Flex reviews

Value for money
Ease of use
Customer support
Oluwasanmi Akinrele

Twilio supports me all the way.

Used daily for 2+ years
Reviewed 2018-12-04
Review Source: Capterra

I use Twilio for mobile phone verification of users registering on our platform.Using Twilio for mobile phone verification ,has led to a reduction in the number of spam registrations we get on our website.I like the sheer amount of technical documentation which Twilio provides me with.Twilio is easy to use and as a user,I am provided with quality support everytime I have had to reach out to the Twilio support team ; there were even occasions they helped go through my codebase,all in a bid to guide me right and point me towards the right direction. I feel Twilio is fairly priced and the ability to buy mobile numbers of 200+ countries for my software applications is an helping hand for all software engineers.

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Jeff Dickey

Great for Triggered Text Message Notifications

Used daily for 2+ years
Reviewed 2018-12-18
Review Source: Capterra

Overall, very happy. Great value for the money. Would highly recommend.We've been using this system to send text notifications to a distribution list when someone visits our website and completes a form to request information. We typically receive emails from clients who send 3-5 similar, if not identical emails to multiple tour operators. By dramatically decreasing our time to contact the potential client and answer questions via email or over the phone, we saw a marked increase in booking conversions. Using the Zapier integration between our Website form tool "Gravity Forms" and Twilio, we now can respond to online inquiries a matter of minutes, and secure a booking before our competitors can even open their email.

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Loknan Nanyak

Twilio has a positive role of preventing spam registrations on our platform.

Used daily for 2+ years
Reviewed 2018-12-13
Review Source: Capterra

I use Twilio primarily for mobile and landline verification of website visitors and customers ,through voice calls and text messages.Twilio has always been easy to use for me because of its rich API library and documentations which makes it easy to know what to expect from an API without the need to learn via trial and error. Twilio support practically all programming languages and so it does not matter if you are coding in python,Java,php etc Twilio has got you covered. Pricing is fair to users ,thus it does not matter if I am a lone software engineer or working for a large form ; Twilio's payment plan ensures I pay for just what I am using.

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Always on the Go with Twilio!

Used daily for 2+ years
Reviewed 2018-08-31
Review Source: Capterra

Competitive rates in the market is being offered. We use this in the company as the main tool for SMS messaging platform tool for our devices so it's cheaper compared to the rates we would be paying if we are to use the services offered by regular major carriers. It also allows use via API so very convenient and easy to set up in the backend for operational use with different platforms.

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Ariel Cabeza

Easy to integrate with any platform

Used daily for 2+ years
Reviewed 2018-07-26
Review Source: Capterra

I was able to create a driver with LUA, and integrate SMS feature to Control4 Home Smart System. I wanted to receive messages every time certain events occurred, and Twilio is really accurate and helpful. I had to minimize the amount of messages so I could spend less money per month.- It has an API Rest and a 5 minutes to implement rule, which is quite true. - They have a quick start for many platforms / languages. - SMS Feature was exactly what I needed, fast send/receive messages. - Besides having excellent docs, they have something called TwilioQuest, which I found really funny and entertaining.

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Twilio Flex pricing

Starting from
Pricing options
Free trial
View Pricing Plans

Start for free: 5000 active user hours

Active user hour pricing: $1 per active user hour

Named user pricing: $150 per named user per month

Twilio Flex features

Activity Dashboard
CRM Integration
Contact History
Instant Messaging
Multi-Channel Communication
Reporting & Statistics
Social Media Integration
Third Party Integration
Workflow Management

Automatic Notifications (70 other apps)
Customizable Branding (63 other apps)
Customizable Templates (51 other apps)
Email Integration (67 other apps)
Knowledge Base (88 other apps)
Prioritizing (58 other apps)
Surveys & Feedback (63 other apps)
Ticket Management (56 other apps)

Category Leaders ranking


#13 in Call Center

View full ranking

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Twilio Flex also features in these categories:

Additional information for Twilio Flex

Key features of Twilio Flex

  • Real-time chat
  • Queue management
  • Reporting/analytics
  • Call logging
  • Inbound call center
  • CTI
  • Omnichannel
  • Use chat as a channel
  • Skill-based routing
  • Attribute-based routing
  • Integrates with all CRMs
  • WFO
  • Customizable UI
  • Call queues
  • Convert speech to text
  • Phone numbers API
  • Visual workflow editor
  • Channel integrations
  • Compliance management
  • Quality management
  • Programmable
  • GDPR, ISO 27001, PCI
  • Phone numbers for 100+ countries
  • Customize discrete components
  • UI customization
  • Ready-made programmable building blocks
  • Pre-built channel widgets
  • Voice, video, and rich messaging
  • Seamlessly switch from channel to channel
  • Real-time dashboards
  • Native WFO tools
  • In-browser voice (WebRTC)
  • Screensharing
  • Filtered agent groups
  • Monitor / whisper / barge
  • CRM integrations
  • Drag-and-drop flow editor
  • Internal chat
  • Flag for assistance
  • Agent creation / skilling
  • Multi-tasking
  • SSO (SAML)
  • Internationalizable
  • Role-based permissions
  • Intelligent routing
  • Real-time transcription
  • Keyword spotting / phrase detection
  • Alerting
  • Data exports
  • Desktop analytics
  • Customizable historical reporting
  • Compliance
  • Integrations
  • Agent performance monitoring and management
  • Call record & playback ability
View All Features


Twilio Flex is infinitely flexible and instantly deployable, allowing users to buy what they need, and build what they want thanks to the fully programmable contact center solution.

Twilio Flex is an omnichannel solution, allowing agents to switch from a phone call to video chat, and manage interactions across various web and mobile environments, from a single UI.

Using Studio, Twilio’s visual workflow editor, users can control every interaction running through Flex by creating a workflow with a simple drag and drop.

Identify areas for improvement across the organization with enterprise level analytics which track data from customer interactions, contact routing, and agent presence.

Integrate any CRM, channel, or data source thanks to Twilio's growing marketplace of third-party custom integrations to power business processes and back-office tasks.