Twilio Flex is a different product, documented on its own site — Learn it in 5 minutes

About five minutes of reading

This lab did not open an AWS page that names Twilio as an Amazon Connect connector.

Twilio's Flex guide says the integration embeds the Flex agent UI in Salesforce. Classic and Lightning are both in that guide. It lists voice, web chat, SMS, and WhatsApp, plus click-to-dial, screen pop, activity logging, and single sign-on. Flex can sit inside Salesforce, or Salesforce can sit inside Flex. The same page says Salesforce Open CTI, including this Flex integration, is scheduled to retire on 28 February 2028.

Amazon Connect's Transfer to phone number block is a different seam. The block page says voice is supported and chat, task, and email take the error branch. Twilio's SIP REFER page describes transfers on Twilio Elastic SIP Trunking. That is Twilio's trunk, not the Connect flow block.

• The Flex guide tells you to add https://flex.twilio.com as a Salesforce trusted URL.
• It says an outbound call should start with the Salesforce record already open, or the activity may log on the wrong record.
• If third-party cookies are blocked, that guide says to turn on Login using popup.
• Draw Connect and Flex as two products. Do not draw one arrow that claims a native connector.

Number on this page: Open CTI 2028-02-28. Retirement date on the Flex Salesforce page