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Flex posts

  • By Luís Leão
    Implementar un centro de contacto de agente remoto en 30 minutos con Twilio Flex Implementar un centro de contacto de agente remoto en 30 minutos con Twilio Flex

    Twilio ofrece un nuevo programa llamado Flex Boost para proporcionar hasta $100 000 en horas de usuario activo gratuitas a las organizaciones afectadas por la pandemia de la COVID-19 o que respondan a este hecho.

    Puede encontrar más información sobre Flex Boost, incluidos los enlaces a recursos técnicos y operativos útiles, con información sobre cómo empezar en la siguiente página.

    Es posible que se encuentre en una situación en la que necesite urgente un nuevo centro de contacto que permita a los empleados trabajar a distancia. Este artículo lo guiará en la implementación de Twilio Flex, un centro de contacto basado en la nube con soporte nativo de WebRTC, en solo 30 minutos.

    Twilio Flex se puede aprovisionar al instante y le proporciona la capacidad inmediata de empezar a probar las llamadas de voz, los SMS y el chat web. En esta publicación de blog, le mostraremos cómo …

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  • By Hiroto Masaki
    「Twilio Flex簡単導入パック」by TerraSkyでコンタクトセンターをスモールスタ-ト flex-terrasky-jp

    Twilioでは顧客エンゲージメント現状分析2021というレポートを皆さまと共有しております。このレポートは、2020年の顧客エンゲージメントがお客様企業の視点からどのような状況であったかを詳らかにするもので、2021年初頭に刊行されました。日本語フルレポートは100ページ超におよぶものですが、アンケートに回答くださった方々の声から以下5つの主要トレンドが抽出されています。

    • デジタル化の急増により、パーソナライゼーションがより実現可能に
    • デジタルが促進する企業のアジャイル化
    • ヘルスケア、金融サービス、公共部門のデジタル活用が進む
    • ビデオがバーチャル接続を強化
    • 企業が自らシステムを構築する時代へ

    コンタクトセンターは企業のフロントエンドの役割を担っており、顧客エンゲージメントが具現化される場の一つですが、コンタクトセンターにおいても上記主要トレンドが顕在化しつつあると筆者自身も強く感じています。

    また、コールセンター白書2021などのデータからも明らかですが、クラウド型コンタクトセンターの国内市況が活発であり、今がまさに旬な時期です。さらに、エンタープライズコミュニケーション系の米国の業界サイトであるNo Jitterにおいても、「Composableなコンタクトセンターが今後の業界活性化のキーである」といったニュアンスの記事が2021年6月に投稿されています。(この記事では、キーワード「API」「CPaaS」とともに、弊社のコンタクトセンター向けサービスTwilio Flexへ言及されています。)「Composable」は「ビルディングブロック式の」「業務プロセスや …

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  • By Miroslav Botur
    Separate Data in Flex Insights separate-data-flex-insights.png

    Flex Insights and Flex are not designed by default to support multi-tenancy to separate data per team, market, or any organization unit. While in Flex you can use plugins to hide, filter, or remove components and values, in Flex Insights we need to follow a different approach, so that your Supervisors can only see data they should see.

    In this blog post, I will demonstrate multiple ways to configure your Flex Insights instance based on your organization unit structure. There is an important statement to be shared before you consider one of the options:

    Twilio does not consider filtering data within a workspace a security feature. With the current permissions in Flex and Flex Insights, the only data separation happens between individual workspaces (where each workspace requires one Flex Account).

    Filters are a convenience feature that should help your Supervisors filter data that is relevant to them. We understand that …

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  • By Justin Young
    Connect Twilio Flex Digital Channels to Google Dialogflow CX Flex dialogflow banner

    By the end of this blog post, you should be able to connect to your Dialogflow CX bot with any digital channel in Twilio Flex. We’ll focus on SMS here, but the same concepts can be applied for any digital channel.

    Prerequisites

    Before we can get started, you’ll have to create – or log into – a few accounts. We’ll also install Twilio’s CLI to speed development along.

    1. If you haven't yet, set up a Twilio account
    2. Set up your Google Cloud project
      1. Create a project
      2. Enable billing
      3. Enable the API (choose "No, I'm not using them" under "Are you planning to use this API with App Engine or Compute Engine?")
      4. Set up a Service Account and create a key file by navigating to the Key tab on your newly created Service Account page (json)
    3. Set up a Twilio Flex Project (click here to create a new one)
    4. Install …
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  • By Kris Ali
    Level Up Your Gaming Engagements with Twilio Level up your gaming engagements with twilio

    Twilio is uniquely positioned to support the rapid growth of the gaming industry by securing online accounts, providing live engagement through various communication channels, and streamlining contact centers and email marketing. In this blog we will cover a variety of ways to use Twilio to engage with your players and enhance their gaming experiences!

    The global gaming market is estimated to be 268.8 billion U.S. dollars annually in 2025, up from 178 billion U.S. dollars in 2021. North America is projected to remain the top-grossing gaming market worldwide despite strong growth in the Asian region.

    The gaming industry is accelerating at an unprecedented rate largely due to the pandemic. Both regular and casual gamers wanting to socialize with their friends and family have increased their gaming participation significantly. Many first-time gamers were introduced over the past year. Largely untapped segments such as people aged 45+ have seen an increase …

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  • By Prasanth Balan Pillai
    CI/CD of Functions and Plugins in Flex Development using GitHub Actions ci-cd-flex-plugins.png

    If you’re designing your contact center using Twilio Flex, you might have come across questions on how effectively and efficiently you can deploy your Flex plugins and Twilio Functions. Twilio has answered it by providing the twilio-cli for both Flex and Functions.

    Usually, developers will make changes, test them locally, and then deploy them to a Twilio account using the CLI command. And during (or prior to) deployment, developers will commit the changes to a code repository. However, with this approach, there is no control over what is published, and developers may commit the code at a later stage than what is live. The approach is error-prone and dependent on your developers to do the right things. Most companies want to enforce rules and best practices for code produced by their developers and want automated checks done before any code goes live. This post explains how we can …

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  • By Felipe Mora
    Cómo transferir chats de WhatsApp de un BOT a Twilio Flex Cómo transferir chats de WhatsApp de un BOT a Twilio Flex

    Uno de los casos de uso más comunes en nuestra solución de Twilio Flex es habilitar el canal de WhatsApp, y generalmente lo que se hace es iniciar una conversación desde un flujo de conversación en Studio que luego dará paso a una conversación con un agente en Twilio Flex; para ello es necesario usar el Widget de “Send to Flex” en Twilio Studio.

    Este Widget generalmente requiere de configuración extra para que funcione.

    En este tutorial, vamos a listar el paso a paso para configurar el widget correctamente para transferir chats de WhatsApp desde un flujo de Twilio Studio a Twilio Flex, complementando los pasos descritos en Twilio Flex y WhatsApp en minutos, para casos de uso en los cuales se quiera implementar un BOT antes de transferir el chat a un agente humano en Twilio Flex.

    Adicionalmente, estos pasos resuelven el error "SendToFlexWidget is not supported for …

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  • By Rosario Corres
    Como transferir chats de WhatsApp para o Twilio Flex Como transferir chats de WhatsApp para o Twilio Flex

    Um dos casos de usos mais comuns na nossa solução de Twilio Flex é habilitar o canal de WhatsApp, e geralmente o que se faz é iniciar uma conversa desde um fluxo do Twilio Studio que permitirá fazer o transbordo para um agente no Twilio Flex utilizando apenas o Widget de Send to Flex no Studio, porém esse Widget geralmente requer uma configuração extra para funcionar.

    Nesse tutorial, vamos detalhar o passo a passo para configurar o Widget corretamente para transferir chats do WhatsApp para o Flex a partir de um fluxo do Twilio Studio, complementando os passos descritos em API para WhatsApp da Twilio com o Twilio Flex em Apenas Alguns Minutos para casos de uso nos quais precise implementar um chatbot antes de realizar o transbordo para um atendente no Twilio Flex.

    Adicionalmente, esse tutorial resolve a possível mensagem de erro SendToFlexWidget is not supported for this channel/trigger …

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  • By Daizen Ikehara
    ローカリゼーションプラグインを利用しTwilio Flexのユーザーインターフェースを日本語にする方法 flex localization

    Twilio Flexは音声通話(電話)、SMS、Webチャットなど複数のチャネルからの問い合わせをブラウザから対応できるクラウドコンタクトセンターソリューションです。特別な電話回線や設備を導入する必要はありません。

    スキル・属性ベースのルーティングや自動音声応答(IVR)などをノーコードで設定できる強力なソリューションですが、ユーザーインターフェース(UI)のデフォルト言語が英語であるため、非英語圏のユーザーにとっては使い勝手が良くありませんでした。Flexが提供するプラグインモデルを利用し、UIの文字列を日本語などに変更するプラグインを自前で作成されている方もいるでしょう。

    今回、Twilioでコンサルティングやトレーニングを提供しているプロフェッショナルサービスチームが日本語を含んだ複数言語に切り替えることができるプラグインを開発し、GitHubで公開しました。Twilio Japanのチームメンバーも日本語文字列のレビュー・修正で貢献しています。

    GitHub - twilio-professional-services / plugin-flex-localization

    この記事ではplugin-flex-localizationプラグインをFlexに適用する方法について解説します。

    このFlexプラグインは製品サポートの対象となるものではないため、利用については自己責任となります。質問 …

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  • By Heather Hargreaves
    Integrate Discord and Sentiment Analysis with Twilio Flex Integrate Discord and Sentiment Analysis with Twilio Flex

    In this post, you will learn how to set up a Discord bot connected to Flex so agents can chat directly with customers on that platform, while pulling in sentiment analysis of previous messages. You will learn how to use IBM’s Tone Analyzer API and Segment to calculate a user’s sentiment from their texts in a Discord channel.

    Originally this project was created as a part of the 2021 Solutions Engineering Hackathon. We pared our original project down to the following for simplicity’s sake and to distill the project’s essence, which is to help contact center teams interact with customers directly in Discord. To see the original contents of the project, see this Github repo.

    To see a demo of the original project and background on why we chose Discord, check out this quick video below.

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