Twilio Flex Features

Twilio Flex

Fully programmable cloud contact center platform

4.58/5 (184 reviews)

Twilio Flex Feature Summary

  • Real-time chat
  • Queue management
  • Reporting/analytics
  • Call logging
  • Inbound call center
  • CTI
  • Omnichannel
  • Skill-based routing
  • Attribute-based routing
  • 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
  • Integrates with all CRMs
  • Use chat as a channel
  • Call record & playback ability
  • Agent performance monitoring and management

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (185 other apps)
Activity Dashboard (92 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

Twilio Flex Feature Reviews

25 reviewers had the following to say about Twilio Flex's features:

Sunita Kumari

Twilio Communications Cloud - Real time communication API

2018-11-23

Great API for real time message functionality.

Pros

I like most its real time SMS delivery.

Cons

Except that i did not find any issue in this API.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Sagar Duwal

Only the best platform to provide customers with best communication system based product

2018-01-27

Integrating communication systems is easier than ever

Pros

Twilio provides lots of APIs to integrate communication systems in own product like sms, voice call, video calls, etc .

Cons

Some of the features are only available for US based numbers, even though twilio provides own number to subscribe to, which is expensive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Ramindu Deshapriya

One of the best platforms for call/text integration

2019-05-03

I have led teams that integrate Twilio as a text notification service for various events from medication adherence to support ticket alerts.

Pros

Twilio provides a very straightforward interface to programmatically integration calls and texts in to software applications.

Cons

The price point for calls and texts are a bit on the high side. Some of the more complex configurations might be a bit hard to set up, although their documentation IS quite thorough.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Information Technology and Services company, 201-500 employees)

Best tool for sending sms to customers

2019-09-12

it has been a good experience there tech support is super when it comes to helping with integration

Pros

best thing about this software is that how easily it can be integrated with any third party application .

Cons

nothing as of now but customers tell that burst sms is cheaper in comparison to twilio apart from this nothing bad

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Brian Roskamp

The standard for online messaging services

2016-12-10

The Twilio integration was built by the ChMS company using the SMS API and it works well.

Pros

Non-profit pricing Lots of integrations Easy to sign up Easy to set up

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Stephan Smith

Super developer friendly SMS service.

2017-02-06

The Twilio Service has such a large range of SMS and Messaging features, that it takes a bit to get 100% familiar with everything they can do.

Pros

Super fast to integrate. Lots of code examples.

Cons

So many features makes the UI a little hard to navigate.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Financial Services company, 51-200 employees)

Great call review tools

2019-02-09

Pros

call review dashboards are very customizable

Cons

Salesforce integration is not totally seamless, but is good overall

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Manju Surinder

Best platform for SMS integration. Twilio is my favourite platform!

2018-12-08

It actually solves the purpose of sending messages to mobile devices.

Pros

With the Twilio SMS API integration you can add SMS feature within your website or any other backed applications.

Cons

We usually use this tool for integration and I believe it has all features which as required.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Ganesh Somisetty

Great feature to integrate sms options in the app

2019-04-09

Great integration features and highly configurable to customer needs Wide range of options to send or receive sms to and from users Helps in keeping customers engaged with sms promos Retain customers

Pros

Configure distinct accounts for triggering sms and promotional content to users from the app Ease of integration Logs to verify any issues Track of total sms triggered Excellent reporting modules Email notifications on account status

Cons

UI at times was slow and no other complaints or issues with the product

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Simple tool that allows business to reach their customers

2018-04-24

Simple SMS broadcasting tool to help reach customers

Pros

- Integration is straight forward - SMS support functionality is superb - the dashboard provides an effective visual interface

Cons

The application is cloud based and thus requires a constant and stable connection to the internet which can be expensive and inconvenient

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Mark Lattimer II

Outstanding company, makes SMS integration in your apps completely seamless.

2018-07-26

Creating custom tailored apps on my main home PC that will push SMS to my phone to alert me of various behaviors and activities has been a massive time saver.

Pros

Within 10 minutes, I was sending test messages to myself.

Cons

I have only used it in small scale personal apps so I have no idea how the cost and efficiency scales as you start sending thousands or millions of SMS messages to a massive client base but so far so good.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Higher Education company, 11-50 employees)

Flexible, Powerful SMS, With a Steep, Intimidating Learning Curve

2018-11-30

After initially finding it difficult to navigate the dashboard and being confused by the documentation, we found the Twilio for Salesforce integration tremendously helpful.

Pros

The price is good The platform is powerful Customizable Easy to get under the hood Salesforce integration is fantastic Support is great Documentation is deep

Cons

The website is difficult to navigate Simple tasks can be complicated to set up Documentation can become a rabbit hole

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Computer Software company, 201-500 employees)

Go for paid version it will not disappoint

2019-02-12

Overall working and concept is good . It is secured and very high success rate as i have experienced.

Pros

We can send message or email through twilio and it is good to see real time experience.

Cons

Documentation is not well as when i integrate it i found so many issues than i drop a mail to support me then they guide me to the right path.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Richard Lang

Verified Reviewer

A ridiculously easy way to get started with phones.

2014-09-25

So I was doubtful when I plugged Twilio into NuGET and sent the first SMS message. But as it instantly arrived on my phone (prepended with the trial account message) I was left surprised at the ease.

Pros

- Trial accounts are able to see the technology work in real-time to gain an immediate understanding of what this service provides.

Source: GetApp
2 of 4 people found this review helpful
Helpful?   Yes   No
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Ariel Cabeza

Easy to integrate with any platform

2018-07-26

I wanted to receive messages every time certain events occurred, and Twilio is really accurate and helpful.

Pros

- It has an API Rest and a 5 minutes to implement rule, which is quite true

Cons

I guess it depends on what are you building, and the value you give to this feature.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Jimmi Ng`ang`a

Great SMS notification broadcasting platform

2018-07-03

Once connected to other business software such as company CRMs or CMS it makes communication from this software to customers much more efficient and professional.

Pros

The SMS notifications in particular make our customers feel more appreciated since the connection to our contact lists for example is easy and seamless.

Cons

The error feedback messages are not unique and this causes confusion to users as we cannot sometimes pin point the actual issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 1001-5000 employees)

Intuitive tool to run your WhatsApp for business bot

2019-07-18

A bot to communicate important announcements and support via WhatsApp

Pros

The sandbox testing was a good feature that allowed me to test by WhatsApp notification bot

Cons

The knowledge base needs improvement and updated

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Gregory Yankelovich

Verified Reviewer

Consistency problems

2019-01-24

Pros

It was relatively simple to integrate mobile verification of contractors attendance into our Brand Builder application.

Cons

Tech support could not help and blamed it on mobile providers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
(Furniture company, 51-200 employees)

Great call recording features for quality assurance

2018-05-01

We were able to monitor phone calls to improve customer service and employee training

Pros

We use the call recording component of Twilio to record inbound customer service, sales, and support calls.

Cons

Since we utilized the client side integration, I can't speak much to the native Twilio functionality.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kyle Jones

Good API software solution. Missing a few pieces.

2017-05-21

Giving clients tha ability to sent notifications to students, parents, and staff quickly and easily.

Pros

Easy to integrate, lots of functionality.

Cons

Answering machine detection isn't there yet, having trouble getting it to leave messages appropriately.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Information Technology and Services company, 51-200 employees)

One to one call module for client video chat.

2019-05-11

Pros

In conference call you can add all the users currently registered on your website. 4. Email automation is available with common link for sending to users for attending conference calls.

Cons

You need developer skills in order to integrate Twilio API on your website.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Alexander Russell

Just about every telephony feature you want

2019-02-06

Had pretty seamless integration into custom site caller application and easy audit trails for calls I was working on.

Pros

RESTful API makes integrating scripts very easy and is highly salable, quick and easy to provision SMS and phone number services as well as advanced call attendant and recording features.

Cons

Nothing comes to mind for my use case but it is possible the platform does not comply with certain regulatory requirements for certain institutions (not sure if this is the case, but worth investigating).

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
VP Development (Information Technology and Services company, 1-10 employees)
Verified Reviewer

Great voice and text as a service

2018-07-19

Pros

Very good customer support Global reach across the globe Easy to integrate Feature rich - much more than only voice and text

Cons

Can't use friendly name for text message without purchasing and configuring a dedicated number There are other services which might be cheaper in some areas

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Will Branch

Documentation and Training make this Excellent

2018-08-21

Notifying on-site technicians of changes to their call schedule, notifications from customers, and appliance related updates.

Pros

Integrating SMS messaging into an existing application is particularly easy due to simple JSON API requests.

Cons

All of the phone numbers that I have attempted to work with, roughly a dozen, could not receive SMS messages specifically from other automated services.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 501-1000 employees)

Excellent Tool for Voice & SMS Communication

2019-10-19

Twilio offers a very complete feature set to streamline your SMS and phone communication.

Pros

They also offer a rather robust & customizable API.

Cons

The Tech Support Team is pretty poor overall mainly because they are slow at responding.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more