Twilio Flex Connect Requirements

Last Updated: July 24, 2024

“Twilio Flex Connect” means (a) a Twilio Account SID under which Customer has enabled the use of Twilio Flex and (b) such Twilio Account SID is not strictly limited to Twilio Flex use cases. For clarity, Twilio Flex Connect is not an Active User Hour model or a Named User model. 

The following restrictions apply to Customer’s use of Twilio Flex Connect in lieu of the Twilio Flex Fair Usage Policy available at https://ahoy.twilio.com/flex-fup:

1. Customer is prohibited from having more than one (1) user assigned to a Flex Connect user;

2. Customer is prohibited from switching to a Named User or Active User Hour model; and

3. Customer is prohibited from using Flex Insights to process the following data types (“Prohibited Data Types”): Any data regarding an individual's financial or economic identity, sexual orientation, religious beliefs, medical or physical identity, including any information comprised of either "Protected Health Information" subject to and defined by the Health Insurance Portability and Accountability Act (HIPAA), or an individual's first name and last name, or first initial and last name, in combination with any one or more of the following data elements that relate to such individual: Social Security number, driver's license number or state-issued identification card number, financial account number, or credit or debit card number, with or without any required security code, access code, personal identification number or password, that would permit access to an individual's financial account.

If Customer violates any of the foregoing Twilio Flex Connect restrictions, Twilio may, without notice to Customer, immediately suspend Customer’s use of Twilio Flex Connect. Additionally, if Customer uses Flex Insights to process any Prohibited Data Types, Twilio may delete such Prohibited Data Types without notice to Customer.