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Voice calls handled by AI Phone route as in Flex. When the AI escalates mid-call, the call transfers to your rep with the transcript already attached.

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Pre-requisites

Set up AI Phone first. Flex voice handoff depends on AI Phone being wired up end-to-end — start with AI Phone Support and come back here.
  • AI Phone configured and receiving calls — see AI Phone Support.
  • Twilio Flex credentials saved — see Connect Twilio Flex.
  • Both webhooks registered (TaskRouter + Conversations service).

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How calls land in Flex

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What the rep sees

  • A voice task in the Flex UI with the call already connected on accept.
  • The call transcript so far, rendered in the conversation thread attached to the task.
  • The handoff note above the transcript with summary, sentiment, and reason.
  • The six handoff* attributes on the task panel.
  • Caller number, any flex_* custom data set during routing.

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Channel-specific details

OpenCX performs a cold handoff by default — the AI releases the call and your workflow routes it to a human queue. For warm transfers (AI introduces the rep on the line before dropping off), configure it inside your Flex workflow; OpenCX does not orchestrate warm-transfer TwiML on your behalf.
The transcript is appended to the conversation as the AI and caller speak. On handoff, the most recent turns are guaranteed to be present; occasional sub-second tail segments may land a moment after the task is assigned.
Call recordings follow whatever your Twilio Voice configuration sets — OpenCX does not add or strip recording. If you rely on Twilio recordings for QA, the recording SID is on the call, not on the task.
If your number routes through an IVR before reaching the AI, OpenCX only sees the portion of the call after it picks up. Earlier IVR selections are not in the transcript unless your IVR passes them as task attributes.

AI Phone Support

The channel itself — numbers, IVR, voice model.

Connect Twilio Flex

Credentials, webhook, workflow filters.

Twilio Flex overview

What else Flex lights up across every channel.

Troubleshooting

Missing task, wrong queue, events routed to the wrong org.