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.
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 and 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.