Twilio Flex Reviews & Product Details

It's simplicity when it comes to the agent interface. Review collected by and hosted on G2.com.

Too complex when it comes to reporting. For live SMS interactions you can't go to a full screen if it's within an integration Review collected by and hosted on G2.com.

Easily accept incoming communication for clients. Review collected by and hosted on G2.com.

The application glitches often and will lose connection. Review collected by and hosted on G2.com.

What I like most about Twilio Flex is the simplicity of the design. It has easy and quick functions to operate generates sales to its fullest potential. Review collected by and hosted on G2.com.

What I dislike about Twilio Flex is the bugs it has. When there's no response for 5 minutes with the customer, an auntomatee message will send to the system. Generally, this happens during the "recaps" portion, where it takes them a while to read it all. If you send another chat, the second system message will send after 3 additional minutes and close down on the chat, thus losing the sale. I've found to send another chat before the 5 minutes hits to avoid the issue. Review collected by and hosted on G2.com.

Agent experience, it has a very easy interface and its integration with Zendesk is great. Review collected by and hosted on G2.com.

The reports are a little confuse sometimes and its integration with WFM platforms is not the best. Review collected by and hosted on G2.com.

I did like that I was able to see the wavelengths of the calls from both parties, so it was easy to decipher who said what on the recorded line. It was also easier to visually see the hold times and masked periods of a call. Review collected by and hosted on G2.com.

Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools. Review collected by and hosted on G2.com.

Multichannel service platform that allows integration with internal CRM systems or those of other vendors. Review collected by and hosted on G2.com.

Very slow, even on more stable internet networks. Some bugs such as Call is stuck and user is not able to disconnect, chat does not load on the user's screen, and failures to transfer calls. Review collected by and hosted on G2.com.

Omni channel support and reporting is great. Review collected by and hosted on G2.com.

Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays. Review collected by and hosted on G2.com.

I like how Twilio Flex affords us with the ability to automate engagement with our customers on non-traditional platforms like WhatsApp and Telegram. This has often meant faster response times from our customers, since the aforementioned platforms are where they are most available, during the course of the day. Review collected by and hosted on G2.com.

Twilio Flex can obviously do with providing us with better analytical data, as it regards how our customers engage with our contents. I do not expect this to be near-perfect any moment from now though. Review collected by and hosted on G2.com.

Being able to text inbound/out bound lord than 1 customer Review collected by and hosted on G2.com.

Sometimes unable to make calls or send texts Review collected by and hosted on G2.com.

i like the ease of CRM integration, available agents, transfer, and route to calls to any other available agents. As an admin I can also see how my agents are doing and create dashboards based on the performance Review collected by and hosted on G2.com.

Nothing to dislike! It is the best! I wish Twilio would be more popular so others can see the importance! Review collected by and hosted on G2.com.