Question
How does Twilio Flex User + Usage pricing work?
Product
Billing & Pricing
Environment
legacy Twilio Console
Answer
The User + Usage pricing plan unbundles Flex, so you pay mostly for usage along with a small access fee. The pricing is broken down into two layers:
- Flex Access Fee: Access to table-stakes contact center features (Agent UI, Supervisor Interface, Admin experience) is billed as a flat monthly fee of $35 per unique monthly active user *.
- Twilio services: All underlying Twilio services (such as Twilio TaskRouter, Twilio Studio etc) which are used by Flex are charged strictly on a pay-as-you-go usage basis.
* A user who logs into Flex at least once in a calendar month is counted as an active user. The access fee applies to all user roles (Agents, Supervisors, Admins, Developers) and does not take into account how much time a user spends on Flex or their presence state (e.g., "Available" vs "Offline").
Getting User + Usage plan
User + Usage pricing is available only for Twilio accounts that were originally created without Flex and later had a Flex instance added. It is not available for accounts initially set up with Flex, which support only FUP quota-based pricing plans.
To switch to User + Usage pricing, go to the Flex Overview page in the Twilio Console.
Please note
- There are no free quotas for Twilio services under the User + Usage plan.
- It is not possible to convert an account under User + Usage plan to FUP quota based plans like Named User and Active User Hours.
- If you want Flex instances in subaccounts, then User + Usage pricing is the only supported pricing plan.