SIMPLE + TWILIO FLEX
AI conversations inside your Twilio Flex flows
Use Twilio Studio and Programmable Voice to place Simple in the call flow, then send the conversation to Flex when an agent is needed.
From Studio to Simple and Flex
Studio receives the call
Simple handles the conversation
TaskRouter finds the right agent
What you can do with Twilio Flex
01 / STUDIO FLOWS
Choose where AI joins
Use Studio and Programmable Voice to place Simple inside the call flow you control.
02 / TASK ROUTING
Route by what happened
Send the call to Flex with Task attributes that TaskRouter can evaluate against your Workflow.
03 / CALL CONTROL
Keep the handoff flexible
Use Twilio’s conference-based voice model to support agent joins, hold, and warm or cold transfers.
Hand off without losing the thread
Send the call to the right queue
Use Send to Flex with a Workflow and Task Channel so TaskRouter can match the call to an eligible worker.
Put context in the task
Pass selected customer and conversation details as Task attributes that Flex can surface to the agent.
Built with Twilio’s programmable stack
Studio controls the pre-agent flow, Programmable Voice handles the call, and Send to Flex creates the voice task that TaskRouter routes to a worker.
This is a programmable integration rather than a fixed connector. The Studio flow, Task attributes, queue rules, and transfer behavior should be designed together.
Ready to connect Twilio Flex?
Talk with our team about your Studio flows, TaskRouter configuration, and agent handoffs.