Using Twilio Studio with Flex

When a new Flex project is created, three Twilio Studio flows are automatically created for routing your incoming communications to Flex:

  • Webchat Flow
  • Messaging Flow
  • Voice IVR

These Studio flows are setup as the default routing on your Flex project’s phone number, and use the Send to Flex widget to send these contacts directly to the default TaskRouter Workflow. For a more in-depth explanation of how messaging flows work, please see Flex Messaging Orchestration (Twilio Docs).

Notice: The default Studio flows are integral to routing incoming communications to Flex, and must not be deleted. If they are deleted, or altered beyond restoration, you may have issues with Flex routing. If the Flex project you’re using is not significant, you can create a new Flex project. Otherwise, please reach out to our Flex Support team.

Modifying Flex Studio Flows

The default Flex flows can be modified to add additional widgets in-between the existing triggers and Send to Flex widgets. This can be helpful for creating phone IVRs or message response trees with automated response information like business hours, address, and more. Here are some examples of what is possible:

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