This blog post explores the integration of Twilio ConversationRelay with Twilio Flex for contextual escalations in customer service, enabling businesses to efficiently handle complex issues. To achieve this, developers must integrate Twilio's powerful tools, including Functions and contact center Flex, into their applications. The process involves configuring a Large Language Model (LLM) to execute a function when it understands the intent to escalate a conversation to a human agent, followed by a serverless function that adds task attributes and enqueues the call to Flex. A Flex plugin is also required to present these new task attributes to the agent. The blog post provides samples for each building block of this integration process, including ConversationRelay, Functions, LLM configuration, implementing handoff triggers, and Flex plugins. By following this guide, developers can create a seamless transition from automated to human interaction, enhancing the overall customer experience.