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Feature Overview

The Flex Project Template comes with a set of features enabled by default within the Flex configuration, along with additional features that can be enabled. Features that are also available from the Flex Plugin Library are marked in the "Library" column.

FeatureDescriptionLibrary
Admin UIadds a feature settings view to Flex for customizing the template
*note by default this is disabled locally as this feature is only intended for hosted Flex.
Agent Automationadds auto accept and auto wrapup behaviors to agent desktop✅
Attribute Viewereasily view task and worker attributes within Flex
Canned Responsesprovide agents with pre-canned chat responses✅
Callbacks and Voicemailintroduce support for callback and voicemail tasks
Caller IDprovide agents with means to select their caller id when dialing out✅
Conference (external)provide agents the ability to conference in external numbers✅
Contactsadds contact directories and provides a list of recent contacts
Conversation Transferintroduce conversation-based messaging transfer functionality for agents✅
Custom Transfer Directorycustomize the agent and queue transfer directories✅
Datadog Log Integrationforward logs emitted by the template to datadog
Dispositionsprovide agents the ability to select a disposition/wrap-up code and enter notes✅
Emoji Pickeradds an emoji picker for messaging tasks
Enhanced CRM Containeroptimize the CRM container experience
Hang Up By Reportingpopulates the Hang Up By and Destination attributes in Flex Insights✅
Inline Mediarender chat message attachments inline
Internal Call (Agent to Agent)provide agents the ability to dial each other✅
Keyboard Shortcutsconfigure default and custom keyboard shortcuts for Flex
Park interactionprovide agents the ability to park interactions, preserving conversation history
Pause Recordingprovide agents the ability to temporarily pause and resume call recording✅
Schedule Managera flexible, robust, and scalable way to manage open and closed hours for Twilio Flex applications✅
Scrollable Activitiesallow the scrolling of the activities list
Supervisor Barge & Coachintroduce advanced supervisor barge and coach features✅
Supervisor Capacityallow supervisors to update worker capacity configuration within Flex✅
Supervisor Complete Reservationallows supervisor to remotely complete agent tasks✅
Teams View Enhancementsadds optional columns (Team, Dept, Location, Skills) to the Workers Table.
enable task highlighting based on task age
Teams View Filtersadds additional filtering options to the supervisor teams view
Worker Canvas Tabsconsolidates the worker canvas sections into tabs
Worker Detailsview or update worker attributes