Twilio Flex

Name: Twilio Flex
Price: 35 USD

Web · Self-hosted · API · paid plans from $1/mo

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Freedom report

One barScore 6.2

Free tierNo free tier on record
Open codeNo open-source code on record
Runs widely1 of 6 device platforms
DocumentedPlans, terms and facts published

Twilio Flex is ranked #32 of 126 in call center software on Freedom251, made by Twilio Flex (San Francisco, CA). It runs on API, Self-hosted, Web. There is no free plan. A free trial is offered. Paid plans start at $1/mo.

Twilio Flex plans and pricing

All plans

User + usage $35/mo per monthly active user Twilio Primitives are charged by individual usage · existing Twilio accounts only twilio.com · 5 Oct 2026

Named user pricing $150/mo per named user Contract pricing · billed for the maximum number of named users on the account in a month twilio.com · 5 Oct 2026

Active user hour pricing $1/mo per active user hour Usage based twilio.com · 5 Oct 2026

Free trial Free 5,000 free active user hours · only for new Twilio Flex accounts twilio.com · 5 Oct 2026

Compared on call center software

Free plan: No
Inbound calling: Yes
Outbound dialer: Yes
IVR builder: Yes
Digital channel scope: omnichannel
Workforce management: No

Best Twilio Flex alternatives

See all 20

Two bars Freshcaller Free tier No. 1$15/mo7.9 Two bars CallHub Free tier No. 2$0.05/mo7.0 One bar Genesys Cloud CX Paid plans No. 3$75/mo6.9 One bar Amazon Connect Paid plans No. 4—6.8 One bar 8x8 Contact Center Paid plans No. 5—6.8 One bar RingCentral RingCX Paid plans No. 6$65/mo6.7

The record

Product: Twilio Flex is a flexible contact center that combines AI assistance and human agents.
Channels: Flex supports voice, SMS, chat, WhatsApp, and web chat, with agents switching between channel tasks in one dashboard.
Customer context: Flex embeds voice, messaging, and AI into existing apps to give agents context across interactions.
Routing: TaskRouter can assign calls, chats, and messages using agent skills, availability, attributes, and escalation or fallback rules.
Analytics: Flex Insights provides dashboards and custom views for handle time, abandoned tasks, queue volumes, and wait times.
Integration: Flex integrates with lead management systems such as Salesforce to give agents a single source of truth.
Customization: A basic Flex instance can be deployed with minimal coding, while customization generally calls for JavaScript, React, and API development resources.
Hosting: The Flex UI frontend can be hosted on a customer's infrastructure while backend services remain hosted by Twilio.
Existing systems: Flex is designed to extend existing contact center infrastructure and can connect existing PSTN voice carriers and phone numbers.
Security: Twilio says its services are designed to secure data, detect and prevent malicious activity, manage risk, and remain reliably available, and that it undergoes regular external audits.
Compliance: Twilio says its platform helps simplify compliance with global regulations and telecommunications requirements.
Support: Twilio offers Professional Services to help design and deploy Flex, including guidance on plans, integrations, and optimization.
Company history: Twilio says it was founded in 2008 to simplify global telecommunications and bring communications to the cloud.
Founded: 2008
Price from: $1/mo

Where it ranks on Freedom251

Best Call Center Software in 2026#32 of 126
Best Contact Center Software in 2026#31 of 38
Best Omnichannel Contact Center Software in 2026#30 of 37

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Sources

twilio.com/en-us/flex· checked 5 Oct 2026
twilio.com/en-us/products/flex-resources· checked 5 Oct 2026
twilio.com/en-us/trust-center· checked 5 Oct 2026
twilio.com/en-us/company· checked 5 Oct 2026
twilio.com/flex· checked 28 Sept 2026
twilio.com/en-us/flex/pricing· checked 5 Oct 2026