Twilio Flex Reviews in June 2026: User Ratings, Pros & Cons

Twilio customer service is horrible.

UPDATE: To be fair Twilio did come through and apologized for the way the issue was handled. I was contacted by several representatives, including the department head that promised to take steps to make sure this does not happen again. ______________ORIGINAL POST:My company's phone system has been down for 5 days now. 5 DAYS!!!! After about 2 day they finally replied to my support ticket saying they took a look at my account and I need to reset my password and token, when that is not even ...

Amazing

What do you like best? Flex is the complete product that can be modified to meet specific business needs. This is the first product that is flexible enough that can be molded around business processes in the contact center What do you dislike? At this point it looks like that out of box user interface is not user friendly for non developer staff. I believe that company can build a wrapper around specific admin/supervisor functions, but it would be great if we can have something out of box ...

Twilio

What do you like best? Twilio flex. Best product to solve call center problems What do you dislike? Some ui part of it. But the rest is all good. Everything is awesome! What business problems are you solving with the product? What benefits have you realized? Connecting

Unprecedented flexibility

What do you like best? Twilio's approach with Flex is enabling customers and partners to create contact center solutions that previously had never been thought of. What do you dislike? The current administration of Flex is not at the level of maturity that many customers will require, but we are confident that Twilio will get there or customers & partners will leverage APIs to build their own. Recommendations to others considering the product Be willing to think outside the box. Don't ...

Powerful Call center

What do you like best? APIs to change features on the UI and realtime monitoring features. What do you dislike? Reporting and WFO and Conversation recording and playback. Recommendations to others considering the product Good SI work from Twilio What business problems are you solving with the product? What benefits have you realized? Twilio for vertical markets

Best thing since Adobe Flex

What do you like best? I like that the TaskRouter allows routing both in buckets AND to agents based on specific criteria in a time based waterfall timeout mechanic. I like how we can dynamically add components and tabs to the agent UI to beta test and experiment with features without screwing up the core flow What do you dislike? I dislike that I couldn't get my hands on it sooner. There are some good tutorials in the docs but not enough. Recommendations to others considering the product ...

Excellent services and support

Excellent services and support. After failing by using SMSGlobal we turned our messages to Twilio and everything is great so far

This company is being used by crooks…

This company is being used by crooks and thieves from India posting as IRS call center reps to scam people in the US. I think that there should be regulation in regards to giving services to people outside the US. Twilio know about this issue

Excellent company and good customer…

Excellent company and good customer service from especially Cynthia.

Consistent product, and good pricing

Consistent product, and good pricing