Can you work on a Flex instance that is already live?

Yes. Most Flex work starts from a contact center that is already taking calls. I review the plugins, flows and TaskRouter setup, fix what loses calls first, and ship changes without stopping the queue.

Do you build Flex for agencies?

Yes. I rebuilt a Flex contact center for an agency's client, under the agency's name: a custom plugin, smart routing and TaskRouter rules. Every missed call is now captured.

Flex or a custom contact center?

Flex when you want Twilio to run the agent desktop and you need voice, messaging and routing fast. A custom stack when your volume or your workflow make the per-user price or the UI limits a problem. We decide it on the first call, with your numbers.

How much does it cost?

Every project gets a fixed quote once the scope is clear. The free 45-minute call is where we work out that scope, and you leave it knowing whether the project is worth doing.

← Services / Twilio Flex Development

Twilio Flex development: custom plugins, routing and integrations.

Flex contact centers where agents see the whole customer on screen, no call goes unanswered and no contact opens two tasks.

Book a free call Or start with an audit

Flex plugin · CRM panel · 2:14 PM ● live

task reservation accepted: voice, sales queue plugin CRM panel: open deal, last order Oct 28 plugin 3 WhatsApp messages from this contact today router skill: spanish → routed to the next free agent wrap-up disposition and notes synced to the CRM

Out of the box, Flex is a softphone. The value is in what you build around it.

Agents answer without knowing who is calling, unanswered calls disappear, and one customer opens three tasks at once. Flex fixes none of that on its own: it takes plugins, Studio flows and TaskRouter rules designed around how your team works.

Custom Flex plugins

React plugins that put the customer's history, CRM data and actions inside the agent's screen.

Routing with TaskRouter

Skills, priorities and queues, with rules that stop duplicate tasks for the same contact.

Studio and Functions flows

IVRs, after-hours flows, voicemail and callbacks, so no call just vanishes.

CRM and channel integrations

HubSpot, Salesforce or your own backend, plus WhatsApp, SMS and webchat in the same queue.

How I build it

Review the setup

I go through your Flex account, plugins, flows and TaskRouter workflows, and find where calls and context get lost.

Build and test

Plugins, flows and routing rules in short cycles, tested on real numbers before agents see them.

Hand over or keep running

Documented so your team can maintain it, or I keep it running and improving every month.

Questions

Before you ask.

A plugin is a React component that changes or extends the Flex agent screen: a CRM panel, a custom task view, a button that triggers a workflow. You need one when agents switch tabs to find context, or when the default screen hides something your process depends on.

In production · Twilio Flex · Contact center · For an agency

An agency's client was counting on a contact center that kept losing calls. I rebuilt it inside Flex.

"Gonzalo was truly exceptional. He went above and beyond to get things done. We boosted customer satisfaction by 45%." — Jesse Fowler, CEO, OSC Web Design

Watch how I build it

Supercharge Your Contact Center: Building Custom Twilio Flex Plugins with React Stop Overbuilding: Start With Twilio Flex and Grow When You Need To