About Twilio Flex
Twilio Flex is a programmable cloud contact center that gives ecommerce brands full control over their customer communication stack — routing voice, SMS, chat, and messaging channels through a single agent desktop. By connecting OpenAgent to Twilio Flex, brands can deploy an AI-first support layer that handles the high-volume, automatable requests — order status, tracking, returns — while Flex routes the exceptions and escalations to live agents. OpenAgent integrates via Twilio's APIs and Flex's plugin architecture, so the AI layer fits neatly into whatever routing and automation logic you have already built in Flex.
How it works together
Connect Twilio Flex and OpenAgent gets the context and reach it needs to resolve more tickets automatically.
- Connect OpenAgent to your Twilio accountProvide OpenAgent with your Twilio Account SID and Auth Token. OpenAgent can then receive inbound messages from any Twilio-powered channel — SMS, WhatsApp, or Flex chat — via webhook.
- OpenAgent handles first response on incoming conversationsInbound support conversations are routed to OpenAgent first. The agent queries connected ecommerce data sources (Shopify, AfterShip, Loop Returns) and attempts to resolve the issue before a human is involved.
- Escalate to Twilio Flex agent queuesWhen OpenAgent cannot resolve a request or the customer asks for a human, OpenAgent creates a Flex task in the appropriate queue — passing full conversation history and customer context so the agent can pick up immediately.
- Use Flex Insights to measure AI deflectionTwilio Flex Insights captures all conversation data, including AI-handled sessions. You can measure OpenAgent's deflection rate, average handle time, and CSAT alongside your human agent metrics.
Benefits
Reduce Flex agent workload on routine tickets
The majority of ecommerce support volume — WISMO, return status, subscription changes — can be resolved by OpenAgent before ever reaching a Flex agent, letting your team focus on complex cases.
One contact center, AI and human working together
Rather than bolting on a separate chatbot, OpenAgent integrates into Twilio Flex as the AI-first layer of your contact center — so routing, reporting, and agent workflows stay centralized in Flex.
Programmable flexibility for complex routing logic
Twilio Flex's programmable nature means you can customize exactly when and how OpenAgent is invoked, what information it passes to Flex on escalation, and which agent queues receive different ticket types.
Frequently Asked Questions
Connect Twilio Flex to OpenAgent
Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.