> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ada.cx/docs/handoffs/twilio-flex/initial-configuration/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server.

# Initial configuration

Before the Twilio Flex handoff can be enabled, a messaging flow and webhooks must be configured in your Twilio account, and a set of credentials must be gathered for Ada. Complete the steps below in your Twilio Console, then share the credentials your Ada team needs to finish the backend integration. This guide assumes an active Twilio Flex account.

## Set up a messaging flow

The messaging flow determines how Twilio routes an incoming conversation to a Flex agent. Create it in Twilio Studio before configuring anything else.

**To set up the messaging flow:**

1. Go to the [Twilio Console](https://console.twilio.com/).
2. Navigate to **Studio → Overview**.
3. Click **Create new Flow**.
   A new Studio flow is created.
4. Configure the flow so that incoming conversations and messages are routed to a Flex agent.

See Twilio's [Flex documentation](https://www.twilio.com/docs/flex) and [Conversations API](https://www.twilio.com/docs/conversations/api) for details on building the flow.

## Configure webhooks

Twilio sends conversation and task events to Ada through two webhooks. Both point to the Ada Twilio Flex connector endpoint: `https://solutions.ada.support/messaging-connectors/twilio-flex/webhooks/twilio`.

**To configure the Conversation webhook:**

1. Navigate to **Conversations → Manage → Global Webhooks**.
2. In the **Post-Event URL** field, enter the connector endpoint above.
3. Under **Webhook Filtering**, select `onMessageAdded` under **Post-webhooks**.

**To configure the TaskRouter webhook:**

1. Navigate to **TaskRouter → Workspaces** and select the workspace you want to use.
2. Click **Settings**.
3. In the **Event callback URL** field, enter the connector endpoint above.
4. Under **Callback events**, select **Specific events**, then select only the **Task Completed** event.

## Retrieve credentials

Ada needs three values from your Twilio account to connect the integration. Collect them from the Twilio Console.

The following credentials are required:

* **Twilio Account SID** — found on the main Twilio Console homepage.
* **Twilio Flow ID** — found under **Studio → Flows**; the ID appears beneath the flow name.
* **Twilio Auth Token** — found on the main Twilio Console homepage.

## Provide credentials to your Ada team

After the messaging flow and webhooks are configured, generate an Ada API key for each AI Agent and share it, along with the Twilio credentials, with your Ada team.

**To generate and share credentials:**

1. In Ada, navigate to **Platform → API keys** and generate a **New API key** for each AI Agent handle.
2. Navigate to **Platform → Webhooks** and select **Add Endpoint**.
3. In the **Endpoint URL** field, enter `https://solutions.ada.support/messaging-connectors/twilio/webhooks/ada`.
4. Subscribe to all **conversation** events.
5. Store the **webhook secret**.
6. Share the Twilio credentials, the Ada API key, and the webhook secret securely with your Ada representative — not in a shared channel.

> **Info**
>
> Your Ada team will deploy the Twilio Flex connector to your AI Agent and run the backend configuration once they receive your credentials. Contact your Ada representative to confirm this step is complete before configuring the handoff.

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Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).