Programmable contact center platform with voice, SMS, chat, and video capabilities. API-first approach allows for deep insurance system integrations, custom workflows for claims processing, and personalized policyholder communications.
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
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Channel Integration Support for handling all major customer communication channels within a unified interface. |
Flex offers voice, SMS, WhatsApp, web-chat and video inside one agent desktop, satisfying unified channel integration. | |
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Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
Agents can juggle multiple ‘Tasks’ from different channels concurrently in the Flex UI. | |
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Unified Customer View Complete interaction history and profile shown regardless of channel. |
The programmable UI can surface full interaction history and CRM data for a single customer across channels. | |
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Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
Not as far as we are aware.* Out-of-the-box social listening is not included; requires partner or custom build. | |
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Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
TaskRouter supplies automated, context-aware routing to the best-suited agent. | |
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Channel Capacity Maximum number of concurrent sessions handled per channel. |
No information available | |
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Email Parsing Automatically extracts and categorizes content from inbound emails. |
Not as far as we are aware.* Flex has no native email-parsing engine; must be implemented externally. | |
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SMS Integration Enables two-way interaction via SMS. |
Two-way SMS is provided through Twilio Programmable Messaging and surfaced in Flex. | |
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Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
Conversation context is preserved when a customer changes channels because all tasks share the same SID and attributes. | |
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Mobile App Support Supports customer contacts through mobile apps. |
Mobile SDKs allow embedding voice/chat into iOS & Android apps, handled inside Flex. | |
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Self-Service Portals Empowers customers to find solutions independently across channels. |
Not as far as we are aware.* Self-service web portals are not delivered natively; must be built separately. |
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Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
TaskRouter queues are tag-based, enabling skill-based routing. | |
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Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
New conversations are automatically assigned using TaskRouter rules and real-time workload. | |
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Priority Queuing Routes urgent requests ahead of routine inquiries. |
Priority and weighted queues are configurable, letting urgent cases jump the line. | |
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Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
Reference implementation for voice callback (Flex Callback & Voicemail) demonstrates scheduled callbacks. | |
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Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
Flows and TaskRouter allow fully custom, no-/low-code or code-based workflows. | |
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Average Assignment Speed Time taken to assign a new inquiry to an agent. |
No information available | |
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Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
Rules can automatically escalate tasks after timers or conditions are met. | |
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Load Balancing Distributes inquiries evenly among available agents. |
TaskRouter balances load among available agents based on capacity rules. | |
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Automation Limits Maximum number of concurrent workflow automations. |
No information available |
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Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
Not as far as we are aware.* Flex is an interaction platform; full case lifecycle tracking is typically handled in external CRM. | |
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SLA Management Tracks compliance to service level agreements for response and resolution times. |
SLA timers and breach indicators are available in Flex Insights dashboards. | |
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Automated Case Updates Sends status updates to customers and agents automatically. |
Programmable Messaging and Studio Flows can send automated status updates to customers. | |
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Historical Case Access Enables retrieval of closed and archived cases for future reference. |
Interaction recordings, transcripts, and metrics remain accessible indefinitely (subject to retention settings). | |
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Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
Flex Insights allows tagging of conversations for filtering and reporting. | |
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Resolution Time Average Typical time taken to resolve cases. |
No information available | |
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Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
Not as far as we are aware.* Merge/split of cases is not native; handled in external ticketing systems. | |
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Agent Notes & Attachments Agents can append notes and documents to a case file. |
Agents can add notes and attach files to tasks through Flex UI plugins. | |
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Audit Trail Records all actions and changes made to a case. |
Detailed interaction change logs are stored and exportable via Flex Insights. |
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Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
Not as far as we are aware.* No built-in knowledge base; relies on external KB integration. | |
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AI-powered Suggestions Recommends relevant articles or templates during interactions. |
Not as far as we are aware.* AI article suggestion not provided out of the box. | |
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Document Upload & Versioning Agents can add new documents and update versions with approval process. |
Not as far as we are aware.* Document management/versioning sits outside core Flex capabilities. | |
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Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
Not as far as we are aware.* No native contextual help prompts; can be custom coded. | |
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Number of Knowledge Articles Capacity of the knowledge repository. |
No information available | |
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Multilingual Support Knowledge base content available in multiple languages. |
Not as far as we are aware.* Multilingual KB support not included natively. | |
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Content Approval Workflow Enforces peer or management approval before publication. |
Not as far as we are aware.* Content approval workflows apply to external KBs, not Flex itself. | |
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Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
Not as far as we are aware.* Usage metrics of KB articles are outside Flex core. |
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Open API Access Provides documented APIs for integration with third-party systems. |
API-first product with extensive REST & WebSocket documentation. | |
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Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
Pre-built Salesforce, Zendesk and Microsoft Dynamics connectors are available. | |
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Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
Open APIs enable integration to policy admin and claims systems (e.g., Guidewire accelerators). | |
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Webhook Support Enables event-driven push notifications to external systems. |
Flex supports webhooks via Twilio Events and Functions. | |
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Scripting and Custom Modules Custom logic or integrations can be added by developers. |
Developers can add React plugins and serverless functions for custom logic. | |
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API Call Throughput Maximum number of external API calls supported per minute. |
No information available | |
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Data Import/Export Bulk import/export of contacts, history, or workflows. |
Bulk import/export available through REST APIs and Flex Insights. |
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Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
Real-time dashboards (Flex Insights Live) show volumes, SLA, agent state, etc. | |
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Historical Analytics Aggregated performance and trend analysis over custom periods. |
Historical reporting with custom time periods in Flex Insights. | |
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Custom Report Builder Allows users to create tailored reports from raw data. |
Users can create custom reports and save them in Insights. | |
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Scheduled Report Delivery Automatically sends reports on a set schedule. |
Reports can be scheduled for automated email delivery. | |
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KPIs Monitored Number of key metrics tracked out of the box. |
No information available | |
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Data Export Formats Supports export to CSV, Excel, PDF, etc. |
Export to CSV, JSON and BI connectors is supported. | |
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Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
Interactive dashboards allow drill-down by agent, queue, customer, etc. |
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Post-Interaction Surveys Automatically solicit feedback after case completion. |
Studio Flow templates show post-interaction survey via SMS/IVR. | |
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Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
Survey templates include NPS calculation and dashboard widgets. | |
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CSAT Tracking Measures customer satisfaction over time. |
CSAT scores can be captured and reported using Flex Insights surveys. | |
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Feedback Management Central repository for storing feedback and complaints. |
Not as far as we are aware.* Dedicated feedback repository is outside Flex core capability. | |
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Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
Voice Intelligence and Twilio Autopilot enable sentiment analysis on calls and chats. | |
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Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
No information available | |
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Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
Negative feedback can automatically open escalation tasks through TaskRouter. |
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Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
Supervisors can monitor interactions live in the Flex Supervisor Console. | |
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Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
Supervisor whisper/barge-in features provided for both voice and chat. | |
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Agent Scorecards Automated metrics/result dashboards per agent. |
Per-agent scorecards are available in Flex Insights. | |
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Gamification Features Leaderboards, badges, and incentives to motivate staff. |
Not as far as we are aware.* Gamification (badges/leaderboards) not provided natively. | |
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Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
Not as far as we are aware.* Workforce-management/schedule adherence requires partner solution. | |
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Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
No information available | |
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Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
Threshold-based alerts and notifications can be configured in Flex Insights. |
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Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
Data is encrypted in transit (TLS) and at rest (AES-256). | |
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Role-based Access Control Granular control over agent and supervisor permissions. |
Flex uses Twilio’s granular roles & permissions model. | |
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GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
Twilio publishes GDPR & CCPA compliance documentation and DPA. | |
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Audit Logging Detailed logs for compliance and forensics. |
Comprehensive audit logs are exportable via Event Streams. | |
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Single Sign-On (SSO) Support Integrates with corporate identity providers. |
Supports SSO through SAML 2.0 and OpenID Connect providers. | |
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Data Retention Policies Customizable schedules for retention and deletion. |
Configurable retention periods for recordings and logs. | |
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Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
Twilio is SOC 2 Type II, ISO 27001 and PCI-DSS certified. | |
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PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
Not as far as we are aware.* Automatic PII masking is not native; can be custom-built via Functions. |
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Concurrent User Limit Maximum number of simultaneous agent logins supported. |
No information available | |
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Uptime SLA Guaranteed system uptime as a percentage. |
No information available | |
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Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
Active-active architecture with automated fail-over supports disaster recovery. | |
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Geographic Redundancy Data and service distribution across multiple regions/data centers. |
Services run across multiple AWS regions for geographic redundancy. | |
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Auto-Scaling Automatically adds capacity during traffic spikes. |
Serverless infrastructure auto-scales with traffic spikes. | |
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Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
No information available | |
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Maintenance Notification System Alerts users to planned downtime or upgrades. |
Twilio Status page and in-product banners notify of planned maintenance. |
AI-powered conversational interfaces that handle routine customer inquiries, provide policy information, and assist with simple service requests without human intervention.
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