---
title: "Twilio Flex"
slug: "twilio-flex"
updated: 2026-02-09T14:07:31Z
published: 2026-02-09T14:07:31Z
canonical: "help.gong.io/twilio-flex"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Twilio Flex

> **Who can use this**: Tech admin
> 
> **Available on**: Any Gong plan

> **Where to go:** Admin center > Settings > Data capture > Telephony systems

Connect to Twilio Flex to import telephony calls made with this provider.

1. Ask your Twilio Flex admin for your Twilio Flex **Username**, **Password**, **Platform ID**, and **Account number**.
2. Import users to Gong and set them to record before integrating Twilio Flex in Gong.
3. Click **Admin center > Settings** tab > **Data capture** > **Telephony systems**.
4. Click **+ Add telephony system**.
5. Select **Twilio** (Twilio Flex).
6. In the **Account Number** field, enter your Twilio Flex account SID.
7. In the **API Keys** field, enter your Twilio Flex API.
8. In the **Client Secret** field, enter your Twilio Flex account SID.
9. Click **CONNECT**.

**Dual channel recording**

Twilio Flex supports dual channel recording - enabling you to obtain a recording of your call with two distinct channels: a customer (caller) channel and an agent channel. To set up and enable dual channel recording, please refer to the [Twilio Flex guide](https://www.twilio.com/docs/flex/developer/insights/enable-dual-channel-recordings).

> [!TIP]
> Tip
> 
> Gong recommends using dual channel recording as it offers many advantages over single-channel (mono) recordings:
> 
> - Easier to analyze the content of a recording using transcription and keyword analysis
> - Vastly improved quality of the voice recording upon playback
> - Streamlines the call analysis process

## Supported dialer features

This table lists how different features are supported. See [Supported dialer features](/v1/docs/supported-features) for more details of each feature.

| Feature | Description | Supported |
| --- | --- | --- |
| Additional call types | In addition to regular calls, imports: - Short calls (under 30 seconds) - Call attempts - Non-recorded calls | No |
| Call disposition | Imports the call outcome | No |
| Purpose | Imports the call purpose | No |
| Call direction | Indicates whether the call is inbound or outbound | Yes |
| Import past calls | When setting up the integration, automatically imports the last 90 days of calls. If you add or change a user, Gong only imports calls made in the previous 30 days. | Yes |
| User matching | The field in the call used to match the Gong user to the dialer user | Email |
| Speaker experience | Indicates if the call is recorded using stereo or mono | Stereo |
| Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |

A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin).

Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats).