Objective
"Deflexifying" is the process of reverting a Twilio account from a Flex-enabled state back to a standard Twilio account. Because Flex integrates deeply with various Twilio services (TaskRouter, Studio, Functions), this process cannot be performed via the Twilio Console and requires manual intervention from Twilio Support.
Product
Flex
Environment
legacy Twilio Console
Procedure
The Deflexification Process
To initiate the removal of Twilio Flex, you must open a ticket with Twilio Support.
There is currently no self-service toggle or "Delete" button within the Twilio Console to remove the Flex framework once it has been provisioned. When contacting Support, specify whether you are looking to stop billing only or completely decommission the Flex workspace.
Billing Model Impacts
The ability to "Deflexify" depends entirely on your specific Flex pricing model.
1. Flex Named User & Flex Active User Hours
These are the standard pay-as-you-go or committed models.
- Eligibility: These models are fully Deflexifyable.
- Action: Once the Support ticket is processed, the Flex-specific billing meters will be detached from your account.
Mandatory Billing Acknowledgment
When submitting your ticket, you must acknowledge the following shift in how your account will be billed after Deflexification:
| Service | From (Flex Billing) | To (Standard Billing) |
|---|---|---|
| Voice | Unbundled Voice Billing: Charged for Programmable Voice Platform + PSTN Connectivity. | Standard Voice: Charged only for Programmable Voice. |
| Flex Plan | Billed for Active User Hours or Named Users. | Flex Plan billing stops. |
| Underlying Items | TaskRouter Tasks and Studio Engagements were covered/included in the Flex price. | Billable Items: You will start being charged for each individual TaskRouter Task and Studio Engagement. |
2. Capacity Based Pricing (CBP) / User + Usage Plan
The CBP model (often involving a flat fee per user plus usage) handles decommissioning differently.
- Eligibility: This model is not Deflexifyable in the traditional sense through a simple support flag.
- Recommendation to Avoid Charges: To stop recurring monthly fees (such as the standard $35/month per seat fee) in this model, you must manually delete the Workers (agents) created within the Flex/TaskRouter environment.
- Key Detail: In CBP, billing is often triggered by the existence of a Worker identity. Removing the Worker prevents the recurring "per seat" charge from generating on the next billing cycle.
- Pre-Removal Checklist
Before requesting Deflexification, ensure you have addressed the following to prevent service disruption: - Studio Flows: Any Studio flows using Flex-specific widgets (like "Send to Flex") will break once the service is removed.
- TaskRouter: Your Workspace, TaskQueues, and Workflows will no longer function under a Flex license.
- Phone Numbers: Ensure your Twilio numbers are pointed away from Flex-integrated Studio flows or TwiML apps before the removal is finalized.