# Flex SDK glossary This glossary defines key terms you'll encounter when working with the Flex SDK. These terms relate to contact center concepts, Twilio-specific entities, and common authentication patterns for developers. > \[!NOTE] > > Although terms on this page are grouped by method, many terms are relevant to multiple Flex SDK methods. ## Worker terms | Term | Example | Definition | | ------------- | ----------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | | Activity | `setCurrentActivity`, `setWorkerActivity` | An agent's current status (for example, `Available`, `Offline`, or `Busy`), crucial for managing agent availability in a contact center. | | Attributes | `setAttributes`, `setWorkerAttributes` | Key-value pairs associated with a worker or task, often used for skill-based routing or storing contextual information. | | Worker object | `getWorker` | The programmatic representation of a contact center agent or employee. | ## Task terms | Term | Example | Definition | | ------------ | --------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | Task | `acceptTask`, `rejectTask` | A Task represents a single unit of work an agent handles, such as an incoming call, chat message, or an email. | | Wrapup | `wrapUpTask` | The time an agent spends completing post-interaction administrative work after a customer interaction ends. | | Participants | `GetTaskParticipants`, `AddTaskParticipantListener` | Individuals or entities involved in a Task, such as the customer, agent, or supervisor. | | Listener | `AddTaskParticipantListener` | A procedure that listens for an event to occur (for example, a participant being added to a Task), and then executes a specific action. | ## Voice terms | Term | Example | Definition | | -------------------------- | --------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------- | | Outbound call | `startOutboundCall` | A call initiated by an agent or system to a customer, as opposed to an inbound call initiated by a customer. | | Voice event | `addVoiceEventListener` | Specific occurrences related to a voice call, such as an incoming call, a call being connected, or a call ending. | | Monitor call | `monitorCall` | A supervisory function that allows an agent or supervisor to listen in on another agent's call. | | VoiceCall (object/context) | `VoiceCall.mute`, `VoiceCall.disconnect` | The programmatic object representing an active voice call within the Flex system. | | Mute / Hold / Unhold | `VoiceCall.mute`, `VoiceCall.hold` | Standard call controls for managing audio and call state. | | Kick | `kickVoiceParticipant` | To forcibly remove a participant from an ongoing call or conference. | | External voice participant | `addExternalVoiceParticipant` | A person or entity outside the immediate contact center system who is added to a voice interaction. | | Conference | `endVoiceCallForAll` | A multi-party call involving several participants, such as an agent, customer, and external expert. | | Voice task transfer | `startVoiceTaskTransfer`, `cancelVoiceTaskTransfer` | The process of moving a voice-related task from one agent or queue to another. | ## Conversation terms | Term | Example | Definition | | --------------------- | ------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Conversation | `getConversationByTask`, `pauseConversation` | A general term in Flex for any ongoing interaction with a customer, such as a voice call, chat, SMS, or email. Conversations provide a unified view across different communication channels. | | Conversation channel | `pauseConversation`, `leaveConversation` | The specific medium through which a conversation is taking place (for example, an SMS channel). | | Email task | `StartOutboundEmailTask` | A task type specifically for handling email interactions, often with similar lifecycle stages to voice or chat tasks. | | Email participant | `AddEmailParticipant`, `removeEmailParticipant` | An individual involved in an email conversation, usually identified by their email address. | | Paused conversations | `getPausedConversations` | Conversations that are temporarily suspended but can be resumed later. | | Conversation transfer | `startConversationTransfer`, `getConversationTransfers` | The act of re-routing an ongoing conversation to another agent, queue, or department. | ## Authorization terms | Term | Example | Definition | | ----------------------- | ------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Login details | `getLoginDetails` | The specific information required to initiate a user login process. This includes authentication configuration and parameters for secure token exchange. | | PKCE | | An extension to the OAuth 2.0 authorization code flow that prevents interception attacks, particularly in public clients like mobile apps or single-page applications. | | IdP (Identity Provider) | | A service that stores and verifies user identities, such as Google, Okta, or Auth0. | | Refresh token | `refreshToken` | A credential used to obtain a new access token without requiring the user to re-authenticate. This ensures continuous session security. | | Token | `validateToken`, `updateToken` | A digital credential that grants a user or application permission to access specific resources or APIs. This can refer to different types, such as JWE tokens. | | Authentication config | `getAuthenticationConfig` | The settings and parameters required to set up an authentication flow, such as OAuth configurations. | | OAuth configurations | | Refers to the settings for Open Authorization, an open standard for access delegation, commonly used for secure API access. | | JWE token | | A type of JSON-based security token used to represent encrypted content securely. | | codeVerifier / nonce | Parameters in `exchangeToken` | Cryptographic values used in OAuth/PKCE flows to enhance security during token exchange. | ## SDK Client terms | Term | Example | Definition | | ---------------- | -------------- | ------------------------------------------------------------------------------------------------------------------------------- | | Worker object | `getWorker` | The programmatic representation of the agent currently logged into Flex. | | Workspace object | `getWorkspace` | The programmatic representation of the Flex contact center environment. Contains configurations for tasks, workers, and queues. | ## Static terms | Term | Example | Definition | | -------------------------- | ------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | FlexSDK Client instance | `createClient` | The main object initialized with the Flex SDK that provides access to all SDK functionality. | | Public configuration | `getPublicConfig` | Configuration data that is generally accessible and doesn't contain sensitive information. | | Flex configuration service | | The backend service that provides configuration data for Twilio Flex. | | Features config | `getFeaturesConfig` | Configuration settings related to specific functionality or features within the Flex application. | | Session token | | A token that represents an active user session. | | Account configuration data | `getAccountConfig` | Specific settings and data related to the Twilio account associated with the Flex instance. | | Log level | `setLogLevel` | A setting that controls the verbosity and importance of messages output by the SDK (for example, `debug`, `info`, `warn`, or `error`). | | SDK error | `FlexSdkError` | An error specifically originating from the Flex SDK. | | Error code | `ErrorCode` | A specific identifier for a type of error, often used programmatically for error handling (for example, `ErrorCode` enum). | | Error severity | `ErrorSeverity` | The level of impact or importance of an error (for example, low, medium, or high). |