Issue

Customers using Twilio Flex embedded within Salesforce may experience the following symptoms:

• Outbound calls initiated from Salesforce display “initiating outbound call” but never connect.
• Inbound calls to the Twilio number do not appear in the Flex softphone within Salesforce.
• The Flex softphone layout may not open as expected.
• Calls from the Twilio Console work, but only play a robot voice.
• No error messages are visible, or logs may show “outbound calling disabled.”

These behaviors prevent users from making or receiving calls through the Salesforce-integrated Flex environment.

Product

Twilio Flex, Salesforce Integration

Environment

Twilio Console

Cause

The root cause is typically a misconfiguration in the Twilio Flex integration with Salesforce.

• Outbound Calling: 
  Outbound calls are often blocked when the Flex Dialpad is not enabled in the Twilio Console. Internal logs may display “outbound calling disabled” in this scenario.
• Inbound Calling: 
  Inbound calls not appearing in Flex within Salesforce are usually due to the Studio Flow webhook not being configured in the “Call Comes In” section in Twilio Active phone number configuration. Without this setup, inbound calls are not routed to the Studio Flow and, consequently, do not reach Flex. This issue may also occur if Studio Flow or TaskRouter routing is not properly configured for inbound calls.

Resolution

1. Enable the Flex Dialpad
   • Log in to the Twilio Console and navigate to the Flex Voice Settings page.
   • Toggle the Enable Dialpad switch so that it's set to enabled.
   • Flex Dialpad Configuration Guide
2. Verify Outbound Calling
   • Test outbound calls from Salesforce after enabling the Dialpad.
   • Confirm that calls connect and audio is present.
3. Configure Inbound Call Routing
   • Assign your Twilio phone number to a Studio Flow that sends calls to Flex.
   • How to Configure a Twilio Phone Number to Receive and Respond to Voice Calls
   • Use the “Send to Flex” widget in Studio to route inbound calls.
   • Studio IVR with Send to Flex Example
4. Set Up TaskRouter for Skill-Based Routing
   • Configure TaskRouter to route calls to agents based on skills or roles.
   • TaskRouter Setup Guide
5. Verify Inbound Calling
   • Call your Twilio number and confirm the call appears in the Flex softphone within Salesforce.
6. Check for Errors
   • If issues persist, capture browser logs and review for errors related to Flex or Salesforce integration.
   • How to Capture Browser Logs

Additional Information

• Flex Salesforce Integration Guide
• Configure a Twilio Phone Number for Voice Calls
• Flex Routing Concepts
• Studio Trigger Start Widget