Overview
Twilio Flex is a programmable contact center platform that can be deployed on both main accounts and subaccounts. Using subaccounts is a common approach for organizations that want to separate environments (such as development, testing, and production) or provide tenant isolation for ISVs. However, there are important limitations and best practices to consider.
Product
Twilio Flex
Environment
Twilio Console
What You Need to Know
1. Flex Enablement on Subaccounts
- Flex can only be enabled on a subaccount if Flex is NOT already enabled on the main (parent) account.
- If Flex is already active on the main account, subaccounts cannot independently enable Flex with a different pricing model.
2. Billing Model Inheritance
- Subaccounts inherit the billing model of the parent account.
- For example, if the main account uses the Active User Hour model, subaccounts will also use this model.
- Flex Jailbreak (consumption-based billing) is only available if the parent account does not have Flex enabled.
3. TaskRouter Workspace Limitation
- If a subaccount already has a TaskRouter workspace, it may not be eligible for Flex Jailbreak/Connect.
- This can prevent Flex from being enabled on that subaccount.
4. Best Practices
- Environment Separation: Use subaccounts to separate development, testing, and production environments.
- Tenant Isolation: ISVs can use subaccounts to isolate each customer or tenant.
- Free Flex Hours: New Flex accounts (including subaccounts) are eligible for 5,000 free Flex hours, which is useful for dev/test environments.
- Resource Segregation: Each subaccount has its own resources, making management and reporting easier.
Frequently Asked Questions
Can I enable Flex on both my main account and subaccounts?
No, Flex can only be enabled on subaccounts if it is not already enabled on the main account.
What if my subaccount already has a TaskRouter workspace?
Subaccounts with an existing TaskRouter workspace may not be eligible for Flex enablement.
What’s the recommended approach for dev/test environments?
Create separate subaccounts for dev/test, and take advantage of the free Flex hours.
Conclusion
Twilio Flex can be used with subaccounts, but only under specific conditions. Carefully plan your account structure and review the limitations above before enabling Flex on subaccounts.
Below you will find references to useful documents: