Objective
This article shows you how to enable suggested responses in Twilio Flex, so your agents are offered ready-to-send replies based on the conversation and your knowledge sources instead of composing every message from scratch.
Product
Twilio Flex
Environment
Twilio Console
Procedure
- In the Twilio Console, select Orchestration in the left sidebar.
- Select Flex, then AI features.
- Find Suggested responses and turn it on.
- Choose whether suggested responses also apply to voice interactions, in addition to messaging conversations.
- Save your changes. The page then shows suggested responses as enabled.
Additional Information
- Suggested responses draw on your Flex knowledge sources, so add at least one knowledge source first.
- Availability depends on the Flex UI version your instance runs. If the option is unavailable, check your UI version on the Flex Overview page.
- Agents always choose whether to send a suggestion, so review the quality of your knowledge sources before enabling it widely.
This content was generated by AI and reviewed, edited, and verified by a human.