How to migrate from Twilio Flex to VICIdial

Twilio Flex charges per active user hour - a model that works at low agent counts but becomes expensive once your team grows or your hours extend. Beyond cost, Flex is designed for Twilio's programmable telephony stack, meaning your carrier is Twilio by default and your logic lives in serverless functions rather than on a dialer you own. Teams that want direct carrier relationships, predictable monthly costs, and full database access typically move to VICIdial.

For the full migration framework, read the complete VICIdial migration guide first.

What Twilio Flex lets you export

Flex does not have a single export button. Your contact data typically lives in Twilio Sync or an external CRM you connected to Flex - export it from there. Call history is available via the Insights API or the Taskrouter event stream. Recordings are accessible via the Recordings REST API with pagination. DNC enforcement in Flex is usually custom-built (a lookup function) so you need to export your DNC entries from wherever your Flex function reads them - that could be a Sync list, a Segment list, or a database table.

Mapping Flex concepts to VICIdial

Flex's "Taskrouter Tasks" map to VICIdial Lead records in a Campaign. Flex's "Workers" are VICIdial agents. Flex's "TaskQueues" map to VICIdial Ingroup for inbound or to a campaign's lead list for outbound. Flex "Activities" (Available, Unavailable, Offline) correspond to VICIdial's ready and Not ready agent states.

Flex's "wrapup" state maps to VICIdial's Wrap-up pause after a call, and your Flex Disposition labels (the outcome reason your agents selected) need to be recreated as VICIdial Status (lead status) codes. This is typically a 15-minute task once you have your Flex disposition list in hand.

Flex's programmable routing logic (Twilio Functions) has no direct equivalent in VICIdial's config-based system. VICIdial uses a rules engine for skill-based routing, filter expressions on Lead list records, and Ingroup priority weighting instead of custom code. Rebuilding routing logic takes the most time in a Flex migration - plan a week for complex setups.

Carrier and number porting

Twilio is your carrier in Flex. To move to VICIdial you pick a SIP trunk provider, set up the trunk in Asterisk, and either port your numbers away from Twilio or - during the transition - keep them on Twilio and forward to a VICIdial DID (direct inward dialing) via SIP forwarding. Number porting takes days to weeks depending on the carrier, so start the port process early and plan your cutover date around the port completion.

Cutover flow

flowchart LR
    A[Export contacts from Sync or CRM] --> B[Format as vicidial_list CSV]
    B --> C[Import via lead-loader]
    D[Export DNC from Flex function source] --> E[Load into VICIdial system DNC]
    E --> C
    F[Create status codes from Flex dispositions] --> C
    G[Configure SIP trunk on VICIdial] --> H[Test calls in parallel]
    H --> I{Port complete?}
    I -->|Yes| J[Cut inbound DIDs to new carrier]
    I -->|No| K[Forward Twilio numbers to VICIdial DID]
    K --> J

Parallel run and rollback

Flex migrations benefit from a longer parallel window than VICIdial-family migrations because the routing logic rebuild needs real-traffic testing. Run both platforms for at least three days, routing a fraction of volume to VICIdial, before full cutover. See the parallel-run guide for the traffic-split approach.

When you are ready to provision your VICIdial destination, VICIfast managed plans give you a production-ready VICIdial server in under 40 seconds. You bring your own Carrier, import your contact data, and own your infrastructure - without the per-user-hour billing of Flex.