Everything You Need to Know to Migrate from Twilio Flex UI 1 to Flex UI 2

If you’re using Twilio Flex as your customer experience (CX) platform, an important change is on the horizon. On May 16, 2023, Twilio announced they are dropping support for Flex UI 1 as of July 2024, requiring all Twilio Flex customers to migrate to their new 2 UI. Here’s what you need to know to plan your migration.

Why is Twilio ending support for Flex UI 1?

Twilio’s decision to end support for Flex 1 is driven by the desire to provide businesses with a better customer experience, enhanced security, and improved functionality. Flex 2, the newer version of Twilio Flex, offers a range of features and advancements that contribute to these goals.

One of the key improvements in Flex 2 is the use of Twilio Paste, a component library that allows for a more composable and customizable UI. This means businesses can create tailored contact center experiences that align with their brand and provide a seamless and engaging customer journey.

Flex 2 introduces WCAG 2.1 AA compliance, enabling businesses to conform to web accessibility guidelines and ensure inclusivity for all users. This improvement promotes equal access to services and demonstrates a commitment to providing an exceptional experience for customers.

Additionally, Flex 2 incorporates updated state management measures by leveraging Redux Toolkit. This not only enhances the performance and stability of the platform but also provides better default settings and guardrails, making it easier for businesses to manage their state and mitigate potential security risks.

The migration to Flex 2 also brings benefits in terms of messaging channels. Businesses can take advantage of the Conversations API, which offers more customization options and the ability to configure attachments for each messaging channel. This enables organizations to deliver consistent and personalized messaging experiences across multiple channels, including support for WhatsApp as a native channel.

Who is Impacted by the Twilio Flex UI 1 End of Life?

The pending end-of-life of Twilio Flex UI 1 has implications for businesses that currently rely on these versions of the platform.

Per Twilio’s end-of-life policy for Flex UI versions, the following Flex UI versions will end-of-life (EOL):

  • UI version 1.33: This version is currently in a maintenance period and will end of life on November 30, 2023. Twilio released UI v1.34 on April 20, 2023, to replace v1.33; v1.34 is the current supported version of UI v1.
  • UI version 1.34: This version will end of life on June 30, 2024. Twilio released Flex UI v2 in December 2022 to replace v1. Twilio expects v1.34 will be the last release for Flex UI v1; after its EOL, Twilio won’t support Flex UI v1.
  • UI versions 1.32 and below: These versions will end of life on July 31, 2023.

What Happens if I Don’t Upgrade to Flex UI 2?

As Twilio shifts its focus to the latest version, ongoing support, and maintenance for Flex 1 will gradually diminish. This means that critical bug fixes, security patches, and new feature developments will no longer be available for the older version.

Accounts running Flex UI v1.34 or below won’t be covered by Twilio’s support service level agreements (SLAs) if they aren’t upgraded by June 30, 2024. This means that any issues or problems you encounter with these outdated versions may not receive the necessary support from Twilio. Without access to official support, you may experience prolonged downtime or difficulties in resolving technical issues.

Furthermore, as new functionality and enhancements are introduced in Flex 2, you will miss opportunities to leverage these advancements for your customer experience management. This could put your business at a disadvantage compared to competitors who have embraced the latest version and can provide enhanced services to their customers.

Outdated versions of Flex won’t receive any further code changes, including bug fixes or security updates. This can result in compatibility issues, performance degradation, and vulnerabilities that may compromise the security of your CX platform. Over time, these outdated versions may not continue working as intended, disrupting your customer support operations.

Steps for Transitioning from Flex 1.0 to Flex 2.0

Transitioning from Twilio Flex 1 to Twilio Flex 2 involves more than just a simple upgrade. It requires a comprehensive assessment of your existing setup, identifying areas of impact, and planning a smooth migration path.

When transitioning from Flex 1 to Flex 2, several critical aspects must be considered. Notably, the updated version requires considerations such as updating Node.js versions, JavaScript versions, and library versions. These updates may necessitate modifications to your existing codebase. Furthermore, the UI components used in the front-end interface must be updated, often involving transitioning from libraries like Material UI to Twilio’s recommended library, Paste.

To ensure a smooth and successful transition to Twilio Flex 2, follow these steps:

  1. Assess your current environment:

Evaluate your existing Twilio Flex setup, including any customizations, integrations, and dependencies. Identify the components and features that will be affected by the transition and assess their compatibility with Flex 2. This assessment will help you understand the scope and potential challenges of the migration process.

  1. Draft your action plan:

Based on your assessment, create a design plan for migrating to Flex 2. Consider the features and enhancements offered by the new version and how they align with your business requirements. Determine any necessary modifications or customizations to ensure a seamless transition.

  1. Implement:

Begin implementing the necessary changes and updates to your Twilio Flex environment. This may involve updating dependencies, rewriting code, or reconfiguring settings to align with Flex 2. Follow Twilio’s documentation and best practices to ensure a successful implementation. Leverage your development team’s expertise or consider partnering with a trusted technology provider for assistance.

  1. Test:

Thoroughly test your migrated Twilio Flex environment to ensure functionality, performance, and compatibility. Test all relevant features, integrations, and customizations to identify any issues or discrepancies. Conduct rigorous testing in both simulated and real-world scenarios to validate the effectiveness of the migration and ensure a seamless user experience.

  1. Deploy:

Once testing is complete and you are confident in the stability and performance of your Flex 2 implementation, proceed with the deployment. Follow proper deployment procedures, considering any specific requirements for your environment. Communicate the migration to your team and stakeholders, providing any necessary training or documentation to ensure a smooth transition.

  1. Iterate:

Continuously monitor and iterate on your implementation to optimize the user experience and address any unforeseen challenges. Gather feedback from users and make necessary adjustments or improvements.

Following these step-by-step guidelines, you can successfully transition to Twilio Flex 2 and take advantage of its improved features, security, and customization options. If needed, allocate sufficient time and resources for each step and seek support from experienced professionals or technology partners.

Three Migration Options:

  1. Do it Yourself (DIY):

One option is to embark on a comprehensive migration process, assessing your existing code base and infrastructure, making the necessary modifications, and migrating to the latest version of Twilio Flex, leveraging internal technical resources. This approach requires careful evaluation, extensive testing, and a well-defined plan to ensure a successful upgrade. While it offers complete control over the migration process, it can be time-consuming and resource intensive.

  1. Work with a Twilio partner:

Partnering with an experienced technology solutions provider can be invaluable. Twilio partners come with deep expertise in Twilio Flex that can guide you through the migration process, ensure compatibility with the latest Twilio features, and provide tailored customization solutions that align with your business objectives. Partnering with these experienced teams removes the complexities of the transition, allowing you to focus on delivering exceptional customer experiences.

Partners like Waterfield Tech excel in conducting detailed assessments, analyzing your Twilio Flex setup, and understanding your specific business requirements. With this information, they develop a comprehensive plan that outlines the necessary steps and mitigates potential risks.

  1. Upgrade to a 2.0 Compatible Out-of-the-Box Solution like Xcelerate:

Another option is a Flex 2 compatible out-of-the-box solution such as Xcelerate. With Xcelerate, you can quickly deploy a pre-built customization platform that seamlessly integrates with Twilio Flex 2. Businesses can skip the complexities of code migration and immediately benefit from its extensive out-of-the-box features. This approach offers a faster time-to-market and the flexibility to customize further and enhance your contact center experience.

Ensuring Compatibility with Twilio’s Latest Features and Enhancements:

As Twilio continues to evolve and introduce new features and enhancements, it’s crucial to ensure the compatibility of your CX platform with these updates. You can take advantage of new functionalities, improved performance, and security enhancements by staying up to date with the latest Twilio Flex versions. Whether you upgrade internally, get the help of a Twilio partner, or leverage a solution like Xcelerate, it’s essential to plan for future compatibility of your CX platform.

If you’ve decided to build with the Twilio Conversations API, migrating from Twilio Programmable Chat requires a few key changes to ensure a smooth transition. Conversations introduce the concept of channels, allowing for multi-channel communication experiences. Updating your application lets you connect users from various channels such as SMS, WhatsApp, or chat. Additionally, existing Programmable Chat services become Conversation services, which can be fetched through the REST API.

During the migration, it’s important to know vocabulary changes and conceptual differences between Programmable Chat and Conversations. Conversations are private, meaning public chat channels won’t be visible. However, most customer data from Programmable Chat, including services, channels, users, and roles, is automatically available in Conversations. Upgrading to the Conversations API and updating the helper libraries to include Conversations resources are essential to ensure compatibility.

By understanding these considerations and taking the necessary steps, you can effectively leverage Twilio’s latest features and enhancements while maintaining a seamless customer experience on your CX platform.

Navigating Twilio Flex Updates with Confidence:

By proactively addressing the pending EOL of Twilio Flex 1, you can ensure uninterrupted customer service, stay ahead of the competition, and meet the ever-changing needs of your customers. The right approach will set the stage for a seamless transition and empower your organization to deliver exceptional customer experiences.

Explore the available options and take the necessary steps to prepare your business for the future of customer experience. Waterfield Tech understands the challenges associated with platform migrations and the importance of staying ahead in a rapidly evolving landscape. Their expertise in Twilio Flex and commitment to delivering bespoke technology solutions will ensure a smooth transition for your company.


About the Author

Danté Vitulano

Danté Vitulano
Director, Twilio Technical Solutions
Waterfield Tech

Danté Vitulano, Director of Twilio Technical Solutions, boasts a BSBA from the University of Central Florida and a Stanford Product Management certificate. He’s the driving force behind the Waterfield Xcelerate platform and brings fervor not just to projects but to nurturing his team. Off duty, Danté balances family time with passions like golf, fishing, and woodworking.

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