Floor Walker for Twilio FlexYour 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. Self-hosted, on infrastructure you control.
- Native Twilio Flex plugin
- Voice, SMS, WhatsApp & chat
- Self-hosted: Docker, Postgres, S3-compatible storage
- 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 in more than 60 languages, 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.
- ~95% fewer storage writes than fixed-interval segments, thanks to task-aligned HLS segments.
- Private by default. A private bucket, 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. Nightly Parquet and CSV exports, an optional Metabase, and an MCP endpoint for your own AI tools.
Your data stays on your servers.
Flex runs the agent workspace. Everything Floor Walker adds (customer data, recordings, AI jobs, campaigns) runs on a small Docker stack on any Linux host you choose.
- Every request authenticatedEach API call is checked against the agent's live Flex token; services use their own keys.
- Private recordingsS3-compatible storage in a private bucket, TLS in transit, short-lived links and automatic retention.
- A lean, portable stackNode.js services on PostgreSQL behind Caddy with automatic HTTPS. Docker Compose on one VPS, deployed from CI.
- Built for every languageEvery screen is localized and works right-to-left as well as left-to-right.
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.