Southwest Airlines was looking for ways to improve their Service Desk, which was an outdated system serving several call centers. Jonathan, a senior developer at Southwest, attended SIGNAL last year and saw the potential of Twilio Flex to solve this problem. He implemented an integration between ServiceNow and Twilio Flex, providing a minimum viable product that connects Studio flows with the Flex plugin. The code includes three functions, two Studio flows for Voice and SMS, and one Flex plugin that presents customer information to agents and raises events about records being worked. The implementation requires a ServiceNow account, developer instance, Twilio account, and Twilio Flex Instance, as well as configuration steps in both ServiceNow and Twilio consoles. The integration has been validated through ServiceNow's New York version, but may require changes for other versions.