Twilio Inc. (NYSE: TWLO) announced the release of Flex SDK, enabling businesses to integrate contact center capabilities directly into existing applications. The company also introduced a User + Usage pricing model and enhanced integration with Salesforce Voice.

The new Flex SDK is a JavaScript software development kit that allows developers to embed contact center functionality into web applications, including custom customer relationship management systems. The SDK reduces deployment complexity by converting extensive orchestration code into simplified function calls.

Twilio introduced Twilio for Salesforce Voice, a native integration with Salesforce Voice that provides telephony, routing and orchestration capabilities within the Salesforce platform. The integration is now generally available through Salesforce AppExchange.

The company added enhanced insights functionality, allowing businesses to integrate raw reporting data into their business intelligence tools. Twilio also introduced support for sub-accounts, enabling enterprises to deploy Flex within separate account structures for regional or tenant isolation.

The User + Usage pricing model combines per-seat license fees with consumption-based costs. This model is available for Flex deployments on existing Twilio accounts and aims to provide scaling flexibility for varying usage patterns.

According to Twilio research conducted between August and October 2025, 63% of organizations have conversational AI deployment for customer service in final or complete development stages. The research also indicated that 59% of organizations expect to replace their current conversational AI solutions within 12 months.

Rivian, an electric vehicle manufacturer, plans to use Twilio Flex for customer service operations related to its upcoming R2 vehicle launch. The company cited the platform's deployment speed and scalability as factors in the decision.

Existing Twilio Flex customers and the current user interface will continue to receive support, according to the company statement.