On this page

Set up and configure Unified Profiles in Flex (Public Beta)

(warning)

Public Beta

Unified Profiles in Flex is currently available as a limited Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.

(warning)

Not a HIPAA Eligible Service or PCI Compliant

Unified Profiles in Flex is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.

(information)

Info

Use this page for Unified Profiles information that's Flex-specific, or refer to the Unified Profiles docs for a more comprehensive guide.

Prerequisites

Paid Flex account (not a free trial account)
Flex UI 2.6.0 or higher
Your account has been accepted into the CustomerAI beta

Set up Unified Profiles

The setup process includes the following steps:

Flex customers can configure customer history and interaction data so agents can see past interaction events.
Set up your Twilio Segment workspace if you don't already have one. If you're already using Twilio Segment and are using Segment Unify, you can connect Flex to an existing Segment Unify space. During setup, you will complete the following tasks in Segment:
- Connect your data source systems (Salesforce Cloud and data warehouses) with your Segment Unify space. You can also use a CSV to upload profiles and traits.
- Add identifiers and traits.
Confirm your customer identifier settings in Flex.
Choose the traits that you want to use in Flex.
Configure the agent experience with Unified Profiles data . You can configure which information is shown to agents and how it appears.
Set up the Search for a Profile widget (Optional). This widget enables you to look up customer profiles in Twilio Segment by identifier attribute, such as phone number or email address.

(information)

Info

For setup help or to file a ticket, contact our support team.