Core Concepts: Flex UI
Info
Please note that this article uses Flex UI 2.0.x screenshots.
The fastest way to try out Flex is to sign up for Twilio and create a new Flex account from the Twilio Console, with the Flex UI running on Twilio's cloud platform.
flex.twilio.com.
To view a list of hardware, software (including the browser), and networking requirements for running the Flex UI, refer to Flex UI requirements. Also refer to the network connectivity requirements for Voice if your agents are utilizing the Voice channel.
While you have the option to host the Flex UI on your own infrastructure, all the backend services associated with Flex continue to run on Twilio's platform. You will still need network connectivity with Twilio.
The Agent Desktop is where agents can accept and work on incoming voice, conversation, or messaging tasks. This view is where agents spend most of their time, since this is where actual engagements with your customers happen. Depending on your Flex UI configuration, agents can also interact with your contact center's CRM UI on this page. Admins can enable the Flex Dialpad, which will then render in the Agent Desktop, allowing agents to make outbound calls to customers.
The following views are available in the Flex UI for respective user roles:
The Flex Admin user interface allows administrators to perform basic configuration tasks, including changing the active version of the Flex UI, defining agent skills, and enabling pre-release features. The Admin UI also provides a central entry point for admin settings that are located within the Twilio Console.