Floor Walker documentation
Floor Walker turns Twilio Flex into a complete contact center: the agent desktop gains screen recording, a customer CRM, AI insights and language tools. Next to it run an outbound dialer, a live wallboard, a supervisor console and historical reports, all on one self-hosted backend.
Products
Agent Workspace
The Flex plugin: CRM, cases and tasks, AI insights, translation, AI compose, dictation and recording controls.
Screen Recorder
Desktop app that records what agents see, split per task, with playback from the CRM.
Outbound Dialer
Preview, progressive, power and predictive voice campaigns, callbacks, SMS and WhatsApp campaigns.
Wallboard
Real-time boards for the floor TV and for Flex, fed by TaskRouter and the dialer.
Supervisor Console
Live queues and agents, staffing estimates, attention items and actions on workers.
Reports
Historical reporting in place of Flex Insights: saved reports, schedules, exports, IVR journeys.