Skip to main content
Web chat conversations from the AI Chat Widget route through the . When the AI hands off, your rep picks it up as a live messaging task in Flex — no ticket, no context lost.

​
Pre-requisites

Install the AI Chat Widget on your site first. Flex has nothing to route until the widget is live — start with Install Widget and come back here.
  • Widget installed and reachable — see Install Widget.
  • Twilio Flex credentials saved — see Connect Twilio Flex.
  • Both webhooks registered (TaskRouter + Conversations service).

​
How conversations land in Flex

​
What the rep sees

  • A messaging task in the Flex UI assigned to their queue.
  • The full AI-to-visitor transcript in the conversation thread.
  • The handoff note at the top with summary, sentiment, and reason.
  • The six handoff* attributes on the task panel (see Handoff).
  • Any flex_* custom data the workflow set during routing.
  • Replies typed in the Flex UI land back in the visitor’s widget within a couple of seconds.

​
Channel-specific details

When the widget passes a verified identity via widget authentication, OpenCX attaches the verified email and contact ID to the Flex conversation. Anonymous visitors show up as a fresh contact until they identify themselves.
Files uploaded in the widget appear as attachments on the Flex conversation. File-size limits follow your Twilio Conversations plan.
If your workflow triggers , the rating lands on the OpenCX session, not on the Flex task. Find it via the session ID in the Inbox.

AI Chat Widget

The channel itself — install, configure, authenticate.

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.