HelpLane + Twilio Flex Voice Integration
Bring your Twilio Flex voice calls into HelpLane. Completed calls automatically appear as conversations with recordings, metadata, and full agent attribution.
What you can do with Twilio Flex
Automatic Call Sync
When a call ends in Twilio Flex, it's automatically created as a conversation in HelpLane with all call details attached.
Call Recordings
Access call recordings directly within the conversation view. Play back calls without leaving HelpLane.
Agent Mapping
Map Flex agents to HelpLane users so calls are properly attributed and assigned to the right team members.
Call Metadata
View call direction, duration, timestamps, and phone numbers alongside the conversation.
Unified Customer Timeline
Voice calls appear in the same inbox as chat, email, and SMS, giving you a complete view of customer interactions.
Shared Twilio Credentials
Uses your existing Twilio account credentials. No separate setup required if you already use Twilio SMS.
Use Cases
Unified Support View
Support teams using Twilio Flex for phone support can see all customer interactions in one place, whether the customer called, texted, or emailed.
Call Follow-ups
After a voice call ends, agents can add notes, attach tickets, or follow up via other channels all from the same conversation.
Quality Review
Supervisors can review call recordings alongside chat transcripts to ensure consistent support quality across channels.
Easy Setup
Connect Twilio
If not already configured, add your Twilio Account SID and Auth Token in HelpLane's integration settings.
Configure Flex Webhook
In your Twilio Flex TaskRouter settings, set the Task callback URL to point to HelpLane's voice webhook endpoint.
Map Your Agents
Create mappings between Flex WorkerSids and HelpLane users so calls are attributed correctly.
Start Receiving Calls
Completed Flex calls will automatically appear in your HelpLane inbox as voice conversations.
Start Delivering Great Customer Experiences Today
Set up HelpLane in minutes and start managing all your customer conversations in one place. 14-day free trial—no credit card required.