Twilio Flex handoff

Ada’s Twilio Flex integration allows an AI Agent conversation to be escalated to a human agent in Twilio Flex. When a conversation escalates, the integration opens a new conversation in Twilio Flex, adds the end user to it, and delivers the Ada conversation transcript so the agent has full context. Your Twilio Studio flow then routes the conversation to a Flex agent, and messages and attachments are relayed in both directions between the end user (in Ada) and the human agent (in the Twilio Flex agent desktop). When the agent completes the task, control returns to Ada and the AI Agent resumes the conversation.

This guide covers the messaging handoff. To route voice calls to Twilio, see Contact center integration.

Capabilities

The integration supports the following:

• Text messages between the end user and the agent, in both directions
• Attachments between the end user and the agent, in both directions
• The Ada conversation transcript delivered to the agent when the handoff begins
• Routing to a Flex agent through your Twilio Studio flow
• Custom fields passed from the conversation to Twilio Flex on each handoff
• An optional agent display name shown in Ada for all agent messages
• Transfers between agents and queues without ending the handoff
• Automatic return of control to the AI Agent when the agent completes the task

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Twilio Flex handoff, complete the steps in this order:

1. Initial configuration — set up your Twilio Studio messaging flow, configure the Twilio webhooks, and gather the credentials Ada needs.
2. Configure the handoff — add the Twilio Flex block to your handoff answer and test the integration end-to-end.
3. Custom fields (optional) — pass additional conversation context to Twilio Flex on each handoff.