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Gravity CX FAQs

Learn how Gravity CX can help your organization deploy a modern contact center solution with Twilio Flex.

Common Questions

Getting Started with Gravity CX

What is Gravity CX?

Gravity CX is an application layer designed specifically for Twilio Flex. It provides out-of-the-box functionality making it easier to implement and manage Twilio Flex contact centers.

Gravity CX is built by Blacc Spot Media, a Twilio Gold Partner.

Why did you build Gravity CX?

Gravity CX is built by Blacc Spot Media, a Twilio Gold Partner and cloud communications consulting firm.

We built Gravity CX because we received many requests from customers seeking a quicker, easier, and more cost-effective way to build and launch their Twilio Flex contact centers.

Gravity CX allows you to quickly deploy Twilio Flex contact centers with out-of-the-box functionality not offered by Twilio Flex.

What are the benefits of using Gravity CX?

Gravity CX provides an easy way to get started with Twilio Flex without the need for internal or external development resources.

Gravity CX comes with out-of-the-box functionality that is not included in Twilio Flex.

Typically, our customers save 75% on development costs as a result of using Gravity CX to implement their Twilio Flex contact center.

What’s the difference between Twilio Flex and Gravity CX?

Twilio Flex is a framework that allows you to build the perfect contact center solution.  Gravity CX is an application layer that sits on top of Twilio Flex.

It compliments Twilio Flex by allowing you to have more out-of-the-box capabilities within your Twilio Flex contact center.

Why should I use Gravity CX rather than build Twilio Flex from scratch?

Gravity CX provides out-of-the-box contact center functionality not included within Twilio Flex.

Typically, you’ll save 75% on development costs by using Gravity CX rather than configuring and implementing Twilio Flex from scratch.

Using Gravity CX will free you up to focus your efforts on additional enhancements that are most important to your business.

What channels do you support out-of-the-box?

We support Voice, SMS, webchat, Facebook Messenger, WhatsApp, and Instagram out-of-the-box with WeChat and Line coming soon.

However, we can also build and integrate any additional channels that you need.

Where can I find the latest Gravity CX product details & announcements?

All of our Gravity CX information is stored in our knowledge base.

You can access it with the link below.

What if Gravity CX isn’t a good fit for my company?

No worries, we can still help you.  If Gravity CX is not the optimal solution for your company, we can build you a custom Twilio Flex instance from scratch through our sister company Blacc Spot Media, a Twilio Gold Certified Flex-Ready Partner.

Account Setup & Configuration

Can I have access to a Gravity CX demo account?

Yes! We are happy to provide you with a Gravity CX demo account so you can explore the application and see what it has to offer.

Please review the following knowledge base article on how to set up a demo account:

Setup Gravity CX Demo Account Instructions

Can I use my own Twilio account?

Yes! We are not resellers, so you have full control over your Twilio account.  Therefore, you can still integrate with your other Twilio accounts and services.

How quickly can I get started with Gravity CX?

We require 1-2 weeks of lead time after receiving your signed order form.

How long does it take to setup and deploy Gravity CX?

Gravity CX can be deployed in less than two weeks with the out-of-the-box functionality included in the application.

The time for deployment may vary based on required customizations and/or Interactive Voice Response (IVR) complexity.

Can Gravity CX be customized after it has been deployed?

Yes! Additional features and functionality can be added to your Twilio Flex contact center after it has been deployed.

We will work with your team to scope out the new features as well as build and integrate them into Twilio Flex for you.

Can Gravity CX work with my existing Twilio services and applications?

Yes! We will be able to integrate your existing Twilio services and applications into Gravity CX.

For example, if you use Twilio to send automated SMS messages to your customers, all responses can be configured to be handled within Twilio Flex.

Does the Gravity CX team handle number porting?

Yes, we’ll manage and support the porting of numbers into your Twilio account.

Third-Party Integrations & Customizations

Is Gravity CX customizable?

Yes! We can customize Gravity CX to meet your unique business requirements.

Gravity CX was built to provide customers with an easy way to get started when implementing their Twilio Flex contact center.

Our professional services team will work with you to scope and build any features you need that are not included out-of-the-box.

What if I require features or functionality that aren't included in Gravity CX?

We can build it! One of the benefits of using Twilio Flex and Gravity CX is there isn’t any contact center feature that you can’t have.

We will work with you to scope the features you require and build them into the application.

Do I require developers to make changes to my Gravity CX account?

Gravity CX has been designed so developers aren’t required to make operational changes in your Twilio Flex contact center.

However, if there is new functionality that needs to be built, either our team can build it for you or we can work with your development team to integrate it into the system.

Can Gravity CX integrate with third-party services?

Yes! Gravity CX was designed to successfully integrate with any third-party service that has an API.

Can Gravity CX integrate with third-party CRMs?

Yes! Gravity CX was designed to successfully integrate with any third-party CRMs that have an API, including homegrown solutions.

Can I implement Twilio Flex without Gravity CX?

Yes, you certainly can build Twilio Flex yourself or hire us to help you in building a Twilio Flex contact center that meets your unique needs.  Twilio Flex is a great framework for building the perfect cloud-based contact center of your dreams.

However, the Twilio Flex framework is not set up to accommodate the functionality and third-party integrations that Gravity CX offers out-of-the-box. Without Gravity CX, you need to account for increased costs and time for building these features into Twilio Flex.

Training & Managed Services

Do you provide Twilio Flex & Gravity CX training?

Yes! We will provide your team with training so you feel comfortable using Twilio Flex and Gravity CX.

We also provide video recordings of the training session which your team can use for future reference.

Additionally, you can access our in-depth knowledge base for details on how to use Gravity CX at the link below:

Does Gravity CX provide managed services support?

Yes! We provide multiple tiers of managed services support for Gravity CX, including a free option.

For more details on Gravity CX managed services plans, please contact

Can we manage Gravity CX without a managed services support plan?

Yes! You will have everything you need to manage your Twilio Flex contact center without a managed services support plan.

We will provide you with training so you feel comfortable using Gravity CX.  However, if at any time you decide to obtain a managed services support plan, you can.

How do I submit a support ticket?

Select the link below to learn how to submit a support ticket.

Do you provide development resources to build Twilio Flex?

Yes! We can build and deploy Twilio Flex for you if you don’t have any dedicated development resources.

We can also build and integrate additional Twilio Flex plugins to enhance any existing Twilio Flex instances.

Do more for your customers with Gravity CX

Get Started with Twilio Flex today!

Twilio & Gravity CX provides a powerful combination for launching a modern contact center solution that enhances customer experience (CX) across all channels.

Start your Twilio Flex journey
with Gravity CX today!

Schedule a Demo

See Gravity CX in action with a live demo of the platform.

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Learn more about our capabilities and built-in features.