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.
- Enabled by default
- Additional features
- Experimental features
| Feature | Description |
|---|---|
| Admin UI | adds 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 Automation | adds auto accept and auto wrapup behaviors to agent desktop |
| Attribute Viewer | easily view task and worker attributes within Flex |
| Canned Responses | provide agents with pre-canned chat responses |
| Callbacks and Voicemail | introduce support for callback and voicemail tasks |
| Caller ID | provide agents with means to select their caller id when dialing out |
| Conference (external) | provide agents the ability to conference in external numbers |
| Contacts | adds contact directories and provides a list of recent contacts |
| Conversation Transfer | introduce conversation-based messaging transfer functionality for agents |
| Custom Transfer Directory | customize the agent and queue transfer directories |
| Datadog Log Integration | forward logs emitted by the template to datadog |
| Dispositions | provide agents the ability to select a disposition/wrap-up code and enter notes |
| Emoji Picker | adds an emoji picker for messaging tasks |
| Enhanced CRM Container | optimize the CRM container experience |
| Hang Up By Reporting | populates the Hang Up By and Destination attributes in Flex Insights |
| Inline Media | render chat message attachments inline |
| Internal Call (Agent to Agent) | provide agents the ability to dial each other |
| Keyboard Shortcuts | configure default and custom keyboard shortcuts for Flex |
| Park interaction | provide agents the ability to park interactions, preserving conversation history |
| Pause Recording | provide agents the ability to temporarily pause and resume call recording |
| Schedule Manager | a flexible, robust, and scalable way to manage open and closed hours for Twilio Flex applications |
| Scrollable Activities | allow the scrolling of the activities list |
| Supervisor Barge & Coach | introduce advanced supervisor barge and coach features |
| Supervisor Capacity | allow supervisors to update worker capacity configuration within Flex |
| Supervisor Complete Reservation | allows supervisor to remotely complete agent tasks |
| Teams View Enhancements | adds optional columns (Team, Dept, Location, Skills) to the Workers Table. enable task highlighting based on task age |
| Teams View Filters | adds additional filtering options to the supervisor teams view |
| Worker Canvas Tabs | consolidates the worker canvas sections into tabs |
| Worker Details | view or update worker attributes |
| Feature | Description |
|---|---|
| Activity Reservation Handler | synchronize agent activities to reservation states |
| Activity Skill Filter | manage visibility for activities based on agent skills |
| Branding | customize the Flex interface for your brand |
| Chat Transfer | introduce programmable chat transfer functionality for agents |
| Conditional Recording | prevent recording certain calls based on task attributes or queue when using the native recording functionality |
| Custom Hold Music | customize the experience when an agent places a call on hold |
| Device Manager | provide agents the ability to select the audio output device |
| Dual Channel Recording | automatically record both inbound and outbound calls in dual channel |
| Force Conference Region | force conference creation to a specific region |
| Localization | adds the ability to view Flex in a different language |
| Metrics Data Tiles | add custom Data Tiles with real-time channel metrics (Task Counts, SLA%) to the Queues View. add custom Task and Activity Summary by team tiles to the Teams View |
| Omni Channel Management | method for mixing chat and voice channels |
| Queues Stats Metrics | add custom metrics columns to the Queues View |
| Ring Notification | plays a ringtone sound for incoming tasks |
| SIP Support | adds call control functionality when using a non-WebRTC phone |
Caution
These features will require modification for usage in a production setting. They are intended to serve as starting points or examples to jump-start your use case.
| Feature | Description |
|---|---|
| Chat-to-Video Escalation | provide agents ability to elevate a chat conversation to a video conversation with screen sharing |
| Multi-call | allow agents to receive a transferred call while already on a call |