Twilio has introduced a new Flex SDK designed to help businesses embed contact center functionality directly into their current applications, notably adding voice support for Agentforce Service. This release also introduces advanced insights, a flexible User + Usage pricing structure for existing Twilio accounts, and compatibility for Flex instances utilising sub-accounts.
The customer experience (CX) sector is undergoing a swift transformation; 63% of organizations have already reached the final or complete stages of deploying conversational AI for sales and service (Inside the Conversational AI Revolution, November 13, 2025). However, fueled by rising consumer demands, 59% of companies anticipate replacing their current conversational AI solutions within the next year.
Embeddable contact centre for integrated experiences
Standard contact centres often suffer from fragmented data and communication systems, hindering the delivery of personalised service. Furthermore, inflexible interfaces can clash with CRM and helpdesk tools. Twilio addresses these challenges by merging CPaaS and CCaaS into a single, scalable platform. This embeddable contact center provides a unified experience and fully supports Salesforce’s recently launched Agentforce Contact Center.
“The era of the siloed contact centre is over,” said Inbal Shani, chief product officer and head of R&D at Twilio. “Customers want more valuable, two-way conversations with a seamless handoff experience. Twilio’s flexible infrastructure enables more personalisation and context across any channel, powering conversations with both AI agents and human experts.”
With Flex, enterprises benefit from platform APIs and an SDK that integrates custom contact centre functionality into their existing technology stack, simplifying the escalation of agentic AI workflows to AI-assisted human agents in their familiar applications.
New Flex capabilities transforming contact centre deployment include:
- Flex SDK: A single, modular JavaScript SDK that enables developers to embed contact centre functionality directly into any web application, including custom CRMs. The SDK streamlines deployment by abstracting thousands of lines of orchestration code into simple function calls.
- Twilio for Salesforce Voice – BYOT (Bring Your Own Telephony): A native Voice integration (General Availability) with Salesforce Voice that enables customers to use Twilio’s trusted infrastructure – global telephony, routing, and orchestration capabilities – directly inside Salesforce.
- Enhanced Insights: Businesses can now ingest raw reporting data directly into their own application and business intelligence tools, creating a unified 360-degree view of enterprise health and a deeper understanding of the customer journey.
- Support for Sub-accounts: Enterprises and ISVs can now deploy Flex directly within sub-accounts – offering a simple operating model for regional, environment, or tenant isolation.
Twilio also introduced User + Usage pricing, available to accounts deployed on an existing Twilio account, to provide the flexibility to scale agentic AI – ensuring customers pay only for the orchestration technology and engagement volume their specific automation requires. The model combines low per-seat license fees with consumption-based costs.
Industry analysts and beta customers see these new capabilities as significant enhancements to streamlining customer support infrastructure.
“Twilio’s move to offer Flex as a core platform offering marks a significant shift in how enterprises approach customer experience infrastructure,” said Keith Kirkpatrick, Vice President and Research Director at Futurum. “Embedding modern contact centre capabilities directly into existing tools may help reduce operational costs and complexity, and accelerate time-to-value for Twilio’s customers.”
“Rivian customers expect high-quality, seamless customer service,” said Severin Andrieu-Delille, Head of Engineering, Commercial Tech at Rivian. “As we prepare to launch the Rivian R2, our most important release in company history, Twilio Flex provides us with a flexible, integrated contact centre solution that can be deployed quickly and scaled with the pace of our ramp-up in production and deliveries.”
“The new Flex SDK allows us to develop differentiated front-end experiences on top of Twilio’s trusted infrastructure, without taking on heavy investment and tech debt required for designing with closed contact centre systems,” said Chris Conant, CEO at Zennify.