Your whole contact center, inside Twilio Flex.
Floor Walker turns Flex into a complete contact center: a predictive dialer, an embedded CRM, AI insights on every conversation, live translation, screen recording across parallel chats, a supervisor console, wallboards for every TV in the room and reports on live data. Hosted for you, or on infrastructure you control.
- Native Twilio Flex plugin
- Voice, SMS, WhatsApp & chat
- Hosted for you, in your cloud or on-premises
- Multi-language & RTL-ready
See a full day of a contact center in under six minutes.
Ten products your team never has to leave Flex for.
Each one lives where the work happens: in the task, in the side nav, on the wall. One login, one data model, one set of numbers.
Outbound dialer
Preview, progressive, power and predictive campaigns with answering-machine detection, callbacks, DNC lists and calling windows, plus bulk SMS and WhatsApp.
Explore the dialerBusiness calendars
Working hours, closures and public holidays that campaigns and Studio flows obey.
Learn moreEmbedded CRM
The customer's profile, identities across channels and full history, opened with the task.
Learn moreCases & follow-ups
Cases, tasks and reminders that come back as real Flex tasks at the right moment.
Learn moreLanguage tools
Live two-way translation, AI Compose and dictation, right in the message box.
Learn moreAI interaction insights
Every call, chat and WhatsApp thread becomes a subject, a summary, sentiment, outcome and topics, using prompts and output schemas your admins control.
See the insightsScreen recording & coaching
A desktop recorder captures what agents see on every channel, even three chats at once, and plays back any single conversation with coaching notes on the timeline.
See recordingReal-time wallboards
Service level, queues, agents and dialer tiles, live in Flex and on any TV through a link. Describe a tile in plain words and AI builds it.
See the wallboardsSupervisor console
The whole floor on one screen: queues with staffing estimates, an attention feed, every agent's day, and one-click actions to move agents, edit skills or broadcast to every wallboard.
See the consoleHistorical reports
A replacement for Flex Insights on live data: standard reports, every contact end to end, a report builder, scheduled exports and answers to questions in plain words.
See the reportsOutbound that paces itself, and stays on the right side of the rules.
A campaign engine built for Flex. It keeps agents talking without flooding customers with silent calls, connects the agent first so the customer hears a person right after “hello”, and shows supervisors every call as it happens.
- Agent-first connect. The agent is on the line before the customer picks up, so nobody hears silence.
- SMS & WhatsApp campaigns. Agentless bulk sends with a sent → delivered → read → replied funnel; replies land with agents as chats.
- Compliance built in. DNC lists, STOP opt-outs, calling windows per lead and mandatory dispositions.
- Fair sharing. Campaigns share agents and call capacity by priority, and agents join by rule as well as by hand.
- Caller number pools. Rotate outgoing numbers per campaign and see answer rates for each.
- Also outside Flex. Supervisors run campaigns and calendars from a browser tab, signed in with their Flex login.
A CRM that opens before the agent says hello.
No tab-switching, no copy-paste. The moment a task arrives, Floor Walker recognizes the customer across phone, chat, email and WhatsApp and puts everything the agent needs beside the conversation.
Agents type in their language. Customers read in theirs.
Hire for skill, not for languages. Translation happens inline as messages go back and forth, and AI helps every reply sound like your best agent wrote it.
- Dictation in 60+ languages. Agents speak and the reply appears in the message box as they talk (Ctrl+Shift+M), with your own glossary for product names.
- Context-aware. Translation and AI Compose read the recent conversation, not just one line.
- Respects the channel. Rewrites stay inside SMS and WhatsApp length limits.
Every conversation, summarized the moment it ends.
When a task wraps up, its transcript runs through your own prompt and comes back as structured insight on the customer's timeline, searchable across the whole contact center.
Record what agents see, on every channel. Even three chats at once.
Call recording hears half the story. Floor Walker's desktop recorder captures the agent's screen for voice and messaging alike, and splits the recording wherever the agent switches conversations, so you can replay any single customer.
- Pause for sensitive moments. Agents pause recording while a card number or ID is read out.
- Uploads as it records. Little is lost if an agent's computer fails mid-call.
- Private by default. Private storage, expiring links and automatic retention.
Run the floor from one screen, and fix it in two clicks.
The supervisor console works on the same live numbers as the wallboards. It tells you what needs attention, shows you why, and lets you act on it without leaving Flex.
- Staffing at a glance. Erlang C estimates how many agents each queue needs right now.
- Your scope. My team, all teams or chosen queues, remembered for each supervisor.
- Audited actions. Activity, skill, capacity and queue changes all land in an activity log.
Your contact center, live on every screen.
Service level, queues, agent states and dialer performance, live in Flex and on any TV in the room. Thresholds turn red before the queue does, and a supervisor can put a message on every screen at once.
Reports on live data, with your own definitions.
Floor Walker reads the same TaskRouter and Studio events as the wallboards, so a call shows up in the reports seconds after it ends. Service levels, custom fields and the questions you ask are yours, not a vendor's.
- Seconds fresh. No hourly loads: reports, the wallboards and the supervisor console count the same events the same way.
- Your service levels. Threshold, target and short abandons per queue, applied to history too.
- Open data. Excel and CSV exports, nightly data files for your own BI, and an MCP connector for your AI tools.
Your Flex, your data, your choice of where it runs.
Floor Walker runs inside your Twilio Flex, so agents and supervisors never leave it. Everything Floor Walker adds (customer data, recordings, AI insights, campaigns, reports) is hosted for you, or installed in your own cloud or data center so it never leaves your environment.
- Inside Twilio FlexA native Flex plugin in your own Twilio account. Nothing to install in agents' browsers.
- Hosted or on-premisesManaged hosting by us, or an installation in your cloud or data center. The same product either way.
- Flex sign-in and rolesNo extra passwords. Every request is checked against the user's Flex session and Flex role.
- Encrypted and privateData is encrypted in transit (TLS) and at rest on encrypted storage. Recordings play only through short-lived links and are deleted on schedule.
- Accountable supervisionActions supervisors take on agents are logged: who changed what, and when.
- Built for every languageEvery screen is localized and works right-to-left as well as left-to-right.
Frequently asked questions
What is Floor Walker?
Floor Walker is a suite of products for Twilio Flex: an outbound and predictive dialer, an embedded CRM with cases and tasks, AI insights on every conversation, live translation, multi-task screen recording, a supervisor console, real-time wallboards and historical reports. Agents use it inside Flex; the Floor Walker service is hosted for you, or installed in your own cloud or data center.
Does it replace Twilio Flex?
No. Floor Walker runs inside your existing Flex account as a Flex plugin, with the Floor Walker service next to it. Calls, chats and routing stay in Twilio Flex and TaskRouter; Floor Walker adds the tools around them.
Can I run predictive dialing campaigns in Twilio Flex?
Yes, with the Floor Walker dialer: preview, progressive, power and predictive modes, answering-machine detection, callbacks, DNC lists, calling windows and holidays, plus bulk SMS and WhatsApp campaigns. Answered calls reach agents as ordinary Flex tasks.
How do I record agent screens in Twilio Flex?
Install the Floor Walker screen recorder on agents' Windows or Mac computers. It records in short segments tagged with the tasks that were open, so every call, chat, SMS or WhatsApp conversation gets its own recording, even when an agent handles three chats at once. Supervisors play recordings back from the CRM.
Is there an alternative to Flex Insights for historical reporting?
Floor Walker Reports builds historical reporting from Flex's own events, kept in your Floor Walker environment: standard reports, an explorer, saved reports with email schedules, CSV and Excel exports, Ask AI in plain language and an MCP server for AI assistants. Calls show up in reports seconds after they end.
Can I show Twilio Flex queue stats on a TV wallboard?
Yes. Floor Walker wallboards show live queues, agents and dialer campaigns on any TV through a browser kiosk, and inside Flex. Boards are built from tiles: describe one in a sentence and AI builds it, or add an AI summary of the shift.
Does Floor Walker work in Hebrew and other right-to-left languages?
Yes. Every Floor Walker screen is localized and works right-to-left as well as left-to-right, with English and Hebrew built in. Live translation lets agents chat with customers in their own language, from Arabic and Russian to Spanish and French.
Where is our data stored?
Where you choose. We host Floor Walker for you in a dedicated environment, or install it in your own cloud or data center so customer data, recordings and reports never leave your environment. Data is encrypted in transit and at rest, every request is checked against the user's Flex session and role, and recordings play only through short-lived links. See your cloud or ours.
Which AI models does Floor Walker use?
Calls are transcribed by a speech-to-text service, and each conversation is analyzed by a large language model chosen for your installation. The prompts that produce each insight are yours to edit.
How do we get Floor Walker, and what does it cost?
Floor Walker is a commercial product, installed in your Flex account and hosted for you or in your own environment. Book a demo to see it on a live contact center and get pricing for your team.
Who builds Floor Walker?
Floor Walker is built by Pavel Kharakh, a Twilio Flex engineer who builds and runs Flex contact centers.
More answers: solutions for Twilio Flex, build vs buy, blog and the documentation.
See Floor Walker on your own Flex.
We'll walk you through a live contact center (dialer, CRM, AI, supervisor console, wallboards and reports) and show you what it takes to run it on yours.