Twilio Flex

Twilio Flex's pricing is structured to ensure that companies only pay for the capacity they use. The 'Active User Hour' model at $1/hour is particularly popular for organizations with fluctuating demand or high numbers of part-time agents, as it calculates billing based only on when a user is logged into the system. For more traditional contact centers with consistent staffing, the 'Named User' model at $150/month provides cost predictability. It is important to note that these prices cover the Flex software license itself; communication usage costs (like per-minute voice rates, per-message SMS fees, and phone number rentals) are billed separately on a pay-as-you-go basis through the underlying Twilio platform. Additionally, AI features like Agent Copilot have their own per-interaction billing. This modular approach allows businesses to scale their costs precisely with their business activity.