Setting Up Twilio Flex (Voice)

Updated Dec 15, 2025

Connect Twilio Flex to receive completed voice calls and track them alongside your other conversations.

What is Twilio Flex?

Twilio Flex is a cloud-based contact center platform. By connecting Flex to Helplane, completed voice calls automatically appear as conversations, allowing you to:

Track all customer interactions in one place
View call recordings directly in conversation view
Map Flex agents to Helplane users for proper attribution
Maintain a complete history of voice and text communications

Prerequisites

Before setting up Twilio Flex, you'll need:

A Twilio account with Flex enabled
Twilio Account SID and Auth Token (same credentials used for SMS/WhatsApp)
Access to your Twilio Flex TaskRouter settings

Connecting Twilio Flex

Twilio Flex uses the same Twilio credentials as SMS and WhatsApp integrations.

Go to Settings in the left sidebar
Select Integrations
Find the Twilio Flex (Voice) card

If you've already configured Twilio for SMS, Flex will show as "Connected" automatically.

If Twilio is Not Connected

First configure the Twilio SMS & WhatsApp integration with your Account SID and Auth Token
The Twilio Flex integration will then show as connected

Configuring the Webhook

Unlike SMS, Twilio Flex webhooks must be configured manually in your TaskRouter settings.

Webhook URL Copy the webhook URL shown in the integration settings:

{your-domain}/api/webhooks/twilio/flex

Setting Up in Twilio Console

Log in to your Twilio Console
Navigate to Flex > TaskRouter > Workspaces
Select your workspace
Go to Settings
Find the Task callback URL field
Paste the Helplane webhook URL
Save your changes

Agent Mapping

Map your Twilio Flex agents to Helplane users so calls are attributed to the correct team member.

In the Twilio Flex integration panel, click Manage Agent Mappings
Click New mapping
Enter the Flex WorkerSid (e.g., WKxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx)
Select the corresponding Helplane user
Click Create

Finding Worker SIDs

To find a Worker's SID in Twilio:

Go to Flex > TaskRouter > Workers in your Twilio Console
Click on a worker to view their details
Copy the Worker SID from the overview

Repeat for each agent who handles calls in Flex.

How It Works

When a call ends in Twilio Flex:

Flex sends a webhook to Helplane with call details
Helplane creates a new conversation (or updates an existing one)
The call is assigned to the mapped Helplane user
Recording and call metadata are attached to the conversation

Viewing Voice Conversations

Voice conversations appear in your inbox with a phone icon. Each conversation includes:

Call direction (inbound/outbound)
Call duration
Recording playback (if available)
Caller/recipient phone number
Timestamp and agent attribution

Best Practices

Map all agents Create mappings for every Flex worker to ensure proper attribution.

Use consistent phone formatting Store customer phone numbers consistently to group related calls and messages.

Monitor webhook health Check Twilio Console logs if calls stop appearing in Helplane.

Troubleshooting

Calls not appearing

Verify the webhook URL is correct in TaskRouter settings
Check that your Twilio credentials are valid
Review Twilio TaskRouter logs for webhook errors

Calls assigned to wrong user

Verify agent mappings are correct
Ensure Worker SIDs match exactly (case-sensitive)

No recordings available

Check recording settings in your Flex configuration
Ensure recordings are enabled for the call flow