Twilio Flex is a programmable digital engagement center that provides a single interface for omnichannel customer communication, combining email, VoIP phone, SMS, WhatsApp, Facebook Messenger, and WebChat. The Flex API allows developers to customize every layer of the platform, from the UI to routing logic, integrating with CRMs like Salesforce and Zendesk.
openapi: 3.1.0
info:
title: Twilio Flex API
description: >-
Programmable digital engagement center API for building customized
omnichannel contact center solutions. Manage Flex configuration,
channels, flows, interactions, plugins, and worker insights for
customer communication across voice, SMS, chat, WhatsApp, and more.
version: '2.0'
contact:
name: Twilio Support
url: https://support.twilio.com
email: [email protected]
license:
name: Apache 2.0
url: https://www.apache.org/licenses/LICENSE-2.0.html
termsOfService: https://www.twilio.com/legal/tos
externalDocs:
description: Twilio Flex API Documentation
url: https://www.twilio.com/docs/flex
servers:
- url: https://flex-api.twilio.com/v1
description: Twilio Flex API v1
- url: https://flex-api.twilio.com/v2
description: Twilio Flex API v2
tags:
- name: Channels
description: Manage Flex communication channels
- name: Configuration
description: Manage Flex instance configuration
- name: Flex Flows
description: Manage Flex Flow routing
- name: Insights
description: Access Flex Insights questionnaires and assessments
- name: Interactions
description: Manage customer interactions
- name: Plugins
description: Manage Flex plugins
- name: Web Channels
description: Manage web chat channels
security:
- accountSid_authToken: []
paths:
/Configuration:
get:
operationId: fetchConfiguration
summary: Twilio Fetch Flex Configuration
description: >-
Retrieve the current Flex configuration including UI attributes,
enabled channels, and runtime settings.
tags:
- Configuration
parameters:
- name: UiVersion
in: query
description: The Flex UI version to fetch configuration for
schema:
type: string
responses:
'200':
description: Flex configuration
content:
application/json:
schema:
$ref: '#/components/schemas/FlexConfiguration'
'401':
description: Unauthorized
post:
operationId: updateConfiguration
summary: Twilio Update Flex Configuration
description: >-
Update the Flex configuration settings.
tags:
- Configuration
requestBody:
required: true
content:
application/json:
schema:
$ref: '#/components/schemas/UpdateFlexConfigurationRequest'
responses:
'200':
description: Configuration updated
content:
application/json:
schema:
$ref: '#/components/schemas/FlexConfiguration'
'400':
description: Invalid request
/Channels:
get:
operationId: listChannels
summary: Twilio List Flex Channels
description: >-
Retrieve a list of Flex channels.
tags:
- Channels
parameters:
- name: PageSize
in: query
schema:
type: integer
minimum: 1
maximum: 100
responses:
'200':
description: List of channels
content:
application/json:
schema:
$ref: '#/components/schemas/ChannelList'
post:
operationId: createChannel
summary: Twilio Create a Flex Channel
description: >-
Create a new Flex channel for handling a customer interaction.
tags:
- Channels
requestBody:
required: true
content:
application/x-www-form-urlencoded:
schema:
$ref: '#/components/schemas/CreateChannelRequest'
responses:
'201':
description: Channel created
content:
application/json:
schema:
$ref: '#/components/schemas/FlexChannel'
'400':
description: Invalid request
/Channels/{ChannelSid}:
get:
operationId: fetchChannel
summary: Twilio Fetch a Flex Channel
tags:
- Channels
parameters:
- name: ChannelSid
in: path
required: true
schema:
type: string
responses:
'200':
description: Channel details
content:
application/json:
schema:
$ref: '#/components/schemas/FlexChannel'
'404':
description: Channel not found
delete:
operationId: deleteChannel
summary: Twilio Delete a Flex Channel
tags:
- Channels
parameters:
- name: ChannelSid
in: path
required: true
schema:
type: string
responses:
'204':
description: Channel deleted
/FlexFlows:
get:
operationId: listFlexFlows
summary: Twilio List Flex Flows
description: >-
Retrieve a list of Flex flows that define how inbound contacts
are routed.
tags:
- Flex Flows
parameters:
- name: FriendlyName
in: query
schema:
type: string
- name: PageSize
in: query
schema:
type: integer
minimum: 1
maximum: 100
responses:
'200':
description: List of Flex flows
content:
application/json:
schema:
$ref: '#/components/schemas/FlexFlowList'
post:
operationId: createFlexFlow
summary: Twilio Create a Flex Flow
tags:
- Flex Flows
requestBody:
required: true
content:
application/x-www-form-urlencoded:
schema:
$ref: '#/components/schemas/CreateFlexFlowRequest'
responses:
'201':
description: Flex flow created
content:
application/json:
schema:
$ref: '#/components/schemas/FlexFlow'
'400':
description: Invalid request
/FlexFlows/{FlexFlowSid}:
get:
operationId: fetchFlexFlow
summary: Twilio Fetch a Flex Flow
tags:
- Flex Flows
parameters:
- name: FlexFlowSid
in: path
required: true
schema:
type: string
responses:
'200':
description: Flex flow details
content:
application/json:
schema:
$ref: '#/components/schemas/FlexFlow'
post:
operationId: updateFlexFlow
summary: Twilio Update a Flex Flow
tags:
- Flex Flows
parameters:
- name: FlexFlowSid
in: path
required: true
schema:
type: string
requestBody:
required: true
content:
application/x-www-form-urlencoded:
schema:
$ref: '#/components/schemas/CreateFlexFlowRequest'
responses:
'200':
description: Flex flow updated
delete:
operationId: deleteFlexFlow
summary: Twilio Delete a Flex Flow
tags:
- Flex Flows
parameters:
- name: FlexFlowSid
in: path
required: true
schema:
type: string
responses:
'204':
description: Flex flow deleted
/Interactions:
post:
operationId: createInteraction
summary: Twilio Create an Interaction
description: >-
Create a new customer interaction. An interaction represents
a complete customer engagement that may span multiple channels.
tags:
- Interactions
requestBody:
required: true
content:
application/json:
schema:
$ref: '#/components/schemas/CreateInteractionRequest'
responses:
'201':
description: Interaction created
content:
application/json:
schema:
$ref: '#/components/schemas/Interaction'
/Interactions/{InteractionSid}:
get:
operationId: fetchInteraction
summary: Twilio Fetch an Interaction
tags:
- Interactions
parameters:
- name: InteractionSid
in: path
required: true
schema:
type: string
responses:
'200':
description: Interaction details
content:
application/json:
schema:
$ref: '#/components/schemas/Interaction'
/Interactions/{InteractionSid}/Channels:
get:
operationId: listInteractionChannels
summary: Twilio List Interaction Channels
tags:
- Interactions
parameters:
- name: InteractionSid
in: path
required: true
schema:
type: string
responses:
'200':
description: List of interaction channels
/Interactions/{InteractionSid}/Channels/{ChannelSid}:
get:
operationId: fetchInteractionChannel
summary: Twilio Fetch an Interaction Channel
tags:
- Interactions
parameters:
- name: InteractionSid
in: path
required: true
schema:
type: string
- name: ChannelSid
in: path
required: true
schema:
type: string
responses:
'200':
description: Interaction channel details
post:
operationId: updateInteractionChannel
summary: Twilio Update an Interaction Channel
description: >-
Update the status or routing of an interaction channel.
tags:
- Interactions
parameters:
- name: InteractionSid
in: path
required: true
schema:
type: string
- name: ChannelSid
in: path
required: true
schema:
type: string
requestBody:
required: true
content:
application/json:
schema:
type: object
properties:
status:
type: string
enum:
- closed
- wrapup
routing:
type: object
responses:
'200':
description: Interaction channel updated
/WebChannels:
post:
operationId: createWebChannel
summary: Twilio Create a Web Channel
description: >-
Create a new web chat channel for customer interaction.
tags:
- Web Channels
requestBody:
required: true
content:
application/x-www-form-urlencoded:
schema:
type: object
required:
- FlexFlowSid
- Identity
- CustomerFriendlyName
- ChatFriendlyName
properties:
FlexFlowSid:
type: string
Identity:
type: string
CustomerFriendlyName:
type: string
ChatFriendlyName:
type: string
ChatUniqueName:
type: string
PreEngagementData:
type: string
description: JSON string with pre-engagement form data
responses:
'201':
description: Web channel created
content:
application/json:
schema:
$ref: '#/components/schemas/WebChannel'
/WebChannels/{ChannelSid}:
get:
operationId: fetchWebChannel
summary: Twilio Fetch a Web Channel
tags:
- Web Channels
parameters:
- name: ChannelSid
in: path
required: true
schema:
type: string
responses:
'200':
description: Web channel details
content:
application/json:
schema:
$ref: '#/components/schemas/WebChannel'
post:
operationId: updateWebChannel
summary: Twilio Update a Web Channel
tags:
- Web Channels
parameters:
- name: ChannelSid
in: path
required: true
schema:
type: string
requestBody:
content:
application/x-www-form-urlencoded:
schema:
type: object
properties:
ChatStatus:
type: string
enum:
- inactive
PostEngagementData:
type: string
responses:
'200':
description: Web channel updated
delete:
operationId: deleteWebChannel
summary: Twilio Delete a Web Channel
tags:
- Web Channels
parameters:
- name: ChannelSid
in: path
required: true
schema:
type: string
responses:
'204':
description: Web channel deleted
/PluginService/Plugins:
get:
operationId: listPlugins
summary: Twilio List Flex Plugins
tags:
- Plugins
parameters:
- name: FlexMetadata
in: header
schema:
type: string
- name: PageSize
in: query
schema:
type: integer
responses:
'200':
description: List of plugins
post:
operationId: createPlugin
summary: Twilio Create a Flex Plugin
tags:
- Plugins
requestBody:
required: true
content:
application/x-www-form-urlencoded:
schema:
type: object
required:
- UniqueName
properties:
UniqueName:
type: string
FriendlyName:
type: string
Description:
type: string
responses:
'201':
description: Plugin created
/Insights/QualityManagement/Questionnaires:
get:
operationId: listQuestionnaires
summary: Twilio List Questionnaires
tags:
- Insights
parameters:
- name: Token
in: header
required: true
schema:
type: string
responses:
'200':
description: List of questionnaires
post:
operationId: createQuestionnaire
summary: Twilio Create a Questionnaire
tags:
- Insights
requestBody:
required: true
content:
application/x-www-form-urlencoded:
schema:
type: object
required:
- Name
properties:
Name:
type: string
Description:
type: string
Active:
type: boolean
responses:
'201':
description: Questionnaire created
components:
securitySchemes:
accountSid_authToken:
type: http
scheme: basic
description: >-
Use your Twilio Account SID as the username and Auth Token as the
password for HTTP Basic authentication.
schemas:
FlexConfiguration:
type: object
properties:
account_sid:
type: string
pattern: ^AC[0-9a-fA-F]{32}$
status:
type: string
enum:
- ok
- inDeployment
- notDeployed
task_router_workspace_sid:
type: string
chat_service_instance_sid:
type: string
flex_service_instance_sid:
type: string
ui_language:
type: string
ui_attributes:
type: object
description: Custom UI configuration attributes
ui_dependencies:
type: object
ui_version:
type: string
flex_url:
type: string
format: uri
flex_insights_hr:
type: object
flex_insights_drilldown:
type: boolean
channel_configs:
type: array
items:
type: object
runtime_domain:
type: string
messaging_service_instance_sid:
type: string
serverless_service_sids:
type: array
items:
type: string
date_created:
type: string
format: date-time
date_updated:
type: string
format: date-time
url:
type: string
format: uri
UpdateFlexConfigurationRequest:
type: object
properties:
ui_attributes:
type: object
ui_language:
type: string
ui_version:
type: string
runtime_domain:
type: string
FlexChannel:
type: object
properties:
sid:
type: string
account_sid:
type: string
pattern: ^AC[0-9a-fA-F]{32}$
flex_flow_sid:
type: string
user_sid:
type: string
task_sid:
type: string
date_created:
type: string
format: date-time
date_updated:
type: string
format: date-time
url:
type: string
format: uri
ChannelList:
type: object
properties:
flex_chat_channels:
type: array
items:
$ref: '#/components/schemas/FlexChannel'
meta:
$ref: '#/components/schemas/PaginationMeta'
CreateChannelRequest:
type: object
required:
- FlexFlowSid
- Identity
- ChatUserFriendlyName
- ChatFriendlyName
properties:
FlexFlowSid:
type: string
Identity:
type: string
ChatUserFriendlyName:
type: string
ChatFriendlyName:
type: string
Target:
type: string
ChatUniqueName:
type: string
PreEngagementData:
type: string
TaskSid:
type: string
TaskAttributes:
type: string
LongLived:
type: boolean
FlexFlow:
type: object
properties:
sid:
type: string
account_sid:
type: string
pattern: ^AC[0-9a-fA-F]{32}$
friendly_name:
type: string
chat_service_sid:
type: string
channel_type:
type: string
enum:
- web
- sms
- facebook
- whatsapp
- line
- custom
contact_identity:
type: string
enabled:
type: boolean
integration_type:
type: string
enum:
- studio
- external
- task
integration:
type: object
long_lived:
type: boolean
janitor_enabled:
type: boolean
date_created:
type: string
format: date-time
date_updated:
type: string
format: date-time
url:
type: string
format: uri
FlexFlowList:
type: object
properties:
flex_flows:
type: array
items:
$ref: '#/components/schemas/FlexFlow'
meta:
$ref: '#/components/schemas/PaginationMeta'
CreateFlexFlowRequest:
type: object
required:
- FriendlyName
- ChatServiceSid
- ChannelType
properties:
FriendlyName:
type: string
ChatServiceSid:
type: string
ChannelType:
type: string
enum: [web, sms, facebook, whatsapp, line, custom]
ContactIdentity:
type: string
Enabled:
type: boolean
IntegrationType:
type: string
enum: [studio, external, task]
Integration.FlowSid:
type: string
Integration.Url:
type: string
format: uri
Integration.WorkspaceSid:
type: string
Integration.WorkflowSid:
type: string
Integration.Channel:
type: string
LongLived:
type: boolean
JanitorEnabled:
type: boolean
Interaction:
type: object
properties:
sid:
type: string
account_sid:
type: string
pattern: ^AC[0-9a-fA-F]{32}$
channel:
type: object
routing:
type: object
date_created:
type: string
format: date-time
date_updated:
type: string
format: date-time
url:
type: string
format: uri
links:
type: object
CreateInteractionRequest:
type: object
required:
- channel
- routing
properties:
channel:
type: object
required:
- type
- initiated_by
- properties
properties:
type:
type: string
enum: [sms, voice, email, chat, whatsapp, facebook, gbm]
initiated_by:
type: string
enum: [agent, customer]
properties:
type: object
routing:
type: object
required:
- properties
properties:
properties:
type: object
properties:
workspace_sid:
type: string
workflow_sid:
type: string
task_channel_unique_name:
type: string
attributes:
type: object
WebChannel:
type: object
properties:
sid:
type: string
account_sid:
type: string
pattern: ^AC[0-9a-fA-F]{32}$
flex_flow_sid:
type: string
url:
type: string
format: uri
date_created:
type: string
format: date-time
date_updated:
type: string
format: date-time
PaginationMeta:
type: object
properties:
page:
type: integer
page_size:
type: integer
first_page_url:
type: string
format: uri
previous_page_url:
type: string
format: uri
next_page_url:
type: string
format: uri
url:
type: string
format: uri
key:
type: string