Twilio Flex Reviews & Product Details

Twilio Flex offers an impressive level of flexibility and customization that allows us to build a contact center experience that aligns closely with our business needs. The platform integrates well with our existing tools, including CRM and workforce management systems, and the API-first approach empowers our developers to design custom workflows. The ability to tailor both the agent and supervisor experience, paired with robust real-time data through Flex Insights, has been a game changer for optimizing support operations. Review collected by and hosted on G2.com.

The downside of Twilio Flex’s flexibility is that it requires a significant technical lift and ongoing development support to fully leverage its capabilities. Out of the box, the UI and reporting tools are limited and require customization to meet most enterprise-level needs. Additionally, because many features are “build-your-own,” it can be challenging to implement changes quickly without dedicated engineering resources. A more user-friendly admin experience or expanded pre-built components would make it easier to manage. Review collected by and hosted on G2.com.

I find Twilio Flex incredibly easy to use with an interface that's not clunky, which enhances the user experience. It's also highly customizable, offering the flexibility to tailor the system to meet specific needs. The integration of phone and chat capabilities is seamless, allowing agents to handle both phone calls and chats simultaneously, improving their efficiency and the overall effectiveness of our contact center operations. Review collected by and hosted on G2.com.

Some plugins caused issues with our systems. Review collected by and hosted on G2.com.

The integration is good. We can also add templates, and they’re easy to import. Admin access works well, and chatting is easy with Twilio. Review collected by and hosted on G2.com.

Sending email from twilio is not good at all. They need to work on that Review collected by and hosted on G2.com.

It's simplicity when it comes to the agent interface. Review collected by and hosted on G2.com.

Too complex when it comes to reporting. For live SMS interactions you can't go to a full screen if it's within an integration Review collected by and hosted on G2.com.

Easily accept incoming communication for clients. Review collected by and hosted on G2.com.

The application glitches often and will lose connection. Review collected by and hosted on G2.com.

What I like most about Twilio Flex is the simplicity of the design. It has easy and quick functions to operate generates sales to its fullest potential. Review collected by and hosted on G2.com.

What I dislike about Twilio Flex is the bugs it has. When there's no response for 5 minutes with the customer, an auntomatee message will send to the system. Generally, this happens during the "recaps" portion, where it takes them a while to read it all. If you send another chat, the second system message will send after 3 additional minutes and close down on the chat, thus losing the sale. I've found to send another chat before the 5 minutes hits to avoid the issue. Review collected by and hosted on G2.com.

Agent experience, it has a very easy interface and its integration with Zendesk is great. Review collected by and hosted on G2.com.

The reports are a little confuse sometimes and its integration with WFM platforms is not the best. Review collected by and hosted on G2.com.

I did like that I was able to see the wavelengths of the calls from both parties, so it was easy to decipher who said what on the recorded line. It was also easier to visually see the hold times and masked periods of a call. Review collected by and hosted on G2.com.

Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools. Review collected by and hosted on G2.com.

Multichannel service platform that allows integration with internal CRM systems or those of other vendors. Review collected by and hosted on G2.com.

Very slow, even on more stable internet networks. Some bugs such as Call is stuck and user is not able to disconnect, chat does not load on the user's screen, and failures to transfer calls. Review collected by and hosted on G2.com.

Omni channel support and reporting is great. Review collected by and hosted on G2.com.

Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays. Review collected by and hosted on G2.com.