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Flex posts

  • By Rosario Corres
    10 mejores prácticas para aumentar la seguridad en aplicaciones de Twilio Flex 10 mejores prácticas para aumentar la seguridad en aplicaciones de Twilio Flex

    Debido a la alta demanda de Twilio Flex como plataforma de Contact Center Omnicanal, es de crucial importancia construir los proyectos pensando en la seguridad desde el primer momento.

    Debido a que el cliente y/o partner son quienes construyen los proyectos en Flex, preparamos una lista de puntos clave para que sean considerados durante la fase de desarrollo para garantizar máxima seguridad con Twilio Flex.

    Variables de Ambiente

    Todos los plugins de Flex y las llamadas a las APIs de Twilio deben ser autenticadas con un Account SID y un AuthToken o API Key. La práctica recomendada es no declarar esos valores como variables en el código, sino almacenarlos en variables de ambiente (en un archivo .env en etapa de desarrollo).

    Ejemplo de código:

    Ejemplo de código para declarar variables de ambiente

    En este post explicamos paso a paso como cargar credenciales desde variables de ambiente.

    Esta práctica trae dos beneficios importantes:

    1. El Account SID …
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  • By Rosario Corres
    10 dicas para aumentar a segurança de aplicações com Twilio Flex 10 dicas para aumentar a segurança de aplicações com Twilio Flex

    Devido à alta demanda do Twilio Flex como plataforma de Contact Center Omnichannel, é muito importante que cada novo projeto seja construído pensando na segurança desde o primeiro momento.

    Já que o cliente e/ou parceiro são os encarregados de construir os projetos dentro do Flex, preparamos uma lista de dicas a serem implementadas durante a fase de desenvolvimento que permitam garantir um alto nível de segurança com o Twilio Flex.

    Variáveis de Ambiente

    Tanto os plugins do Twilio Flex quanto as chamadas para as APIs da Twilio devem ser autenticadas por meio de Account SID e AuthToken ou API Key. A prática recomendada é que estes valores não sejam declarados como variáveis no código, mas sim como variáveis de ambiente (dentro de um arquivo de tipo .env na fase de desenvolvimento).

    Exemplo de código:

    Exemplo de código para declarar variáveis de ambiente

    Neste post explicamos o passo a passo de como carregar credenciais desde variáveis de …

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  • By Mark Marshall
    Cómo agregar mensajes directos de Twitter a Twilio Flex Twilio Flex x Twitter Header

    La propia investigación de Twitter descubrió que el 64 % de los clientes de la plataforma preferirían enviar un mensaje a un asistente de soporte que llamar a una empresa, y el 75 % esperaba recibir una respuesta en 15 minutos. En esta publicación, veremos cómo puede incorporar las solicitudes de asistencia de Twitter a Twilio Flex, para satisfacer las demandas de los clientes y para aprovechar las funciones interactivas de la API de mensajes directos de Twitter, como las “respuestas rápidas” y los “botones”.


    Cómo empezar

    Antes de entrar en la implementación, asegúrese de haber hecho lo siguiente.

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  • By Philip Borden
    Integrate Omni-Language Support into Twilio Flex with the Lionbridge Language Cloud Lionbridge Omni-language Support Banner

    Aligning with contact center agents on requests or issues can be difficult for customers. Now, imagine some customers not being able to have these conversations at all because they speak a different language.

    Having the ability to communicate with customers in their primary language improves their experience, reduces call-time, and showcases a regional focus around the globe. Using automated translation embedded in your digital channels simplifies communications and enables existing agents to handle interactions in multiple languages.

    Twilio Flex has validated an integration with Lionbridge Language Cloud to enable contact centers to add omni-language support for Chat, SMS, and WhatsApp, directly into your agents’ primary desktop. Now your agents can communicate with customers through their preferred channel and language using AI-based Neural Machine Translation (NMT).

    This solution allows you to build your Twilio Flex contact center with global customer experiences in mind without having to hire employees in each region. …

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  • By Simonetta Turek
    Twilio Flex Conversations - デジタル時代の真の統合コンタクトセンター & API Flex Conversations Beta JP

    この記事はSimonetta Turekこちらで公開した記事(英語)を日本語化したものです。


    Twilio® Flex® Conversationsは、Flexプラットフォーム上のSMS、チャット、WhatsAppに対応する単一のAPIであり、2022年3月末にパブリックベータ版が公開されました。Flexユーザーはデジタルチャネル環境を簡単に統合し、差別化を図るためのビジョンを実践・推進できるようになり、結果として、パーソナライズの深化とお客様の満足度向上を促進できます。Flex Conversationsを使用することで、Twilio Flexは、業界初と言えるほどの真の統合マルチチャネル型コンタクトセンタープラットフォームとなります。


    お客様の期待に上限はないため、これは重要です。お客様は、カスタマージャーニーのあらゆる段階でブランドによるパーソナライズを期待しています。お客様の期待に応えられなければ、すぐにでも別のブランドに浮気されてしまいます。こうした認識をふまえ、世界中のあらゆる業界のブランド …

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  • By Mark Marshall
    How to Make Twilio Flex WebChat Interactive interactive_webchat_hero

    In this post, we'll take a look at how you can bring clickable buttons, drop-downs, and calendars into Twilio Flex WebChat. Interactive elements can be leveraged during automated exchanges with bots as well as during agent interactions. You can use them to deliver more engaging experiences, elicit clear and quick responses, guide customers down a set of predictable pathways, or standardise formatting of inputs such as dates and times.

    Images of Flex WebChat showing clickable elements


    Getting Started

    Before we get into the implementation, make sure you've done the following.

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  • By Nathalia Velez Ryan
    What Is the Cost of Outsourcing a Call Center? outsourcing call center.png

    A call center is a crucial component of any business that needs to engage with customers. It’s where customers often turn when they need immediate assistance and can serve as an important outbound sales channel. However, setting up and running a call center requires a lot of resources, the cost of which can quickly add up.

    You may be wondering whether it’s more cost-effective to run your call center in-house or outsource it. This post will provide an overview of the cost of outsourcing your call center, plus a competitively priced alternative that allows you to set up a flexible contact center in-house that includes engaging customers via calls.

    Why outsource your call center?

    Cost is the number one reason many businesses outsource call centers—a call center requires facilities, equipment, staff, training, and more. Outsourcing to a professional call center can be more cost-effective because multiple clients share these costs, …

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  • By Jeff Yates
    Cloning a Twilio Flex Project Cloning a Flex Project Illustration (1).png

    It happens. Development on a Twilio Flex Project is going great! Features added, bugs getting squashed. Then, before anyone notices, the DEV project is live and in PROD! Follow the steps in this post to create new (TARGET) Twilio Projects from a (SOURCE) Twilio Project and get your DEV (and TEST) back.


    From the Twilio perspective

    Here is a quick to-do list to consider from the Twilio perspective before getting started:

    • Create a new Twilio Flex Project to host the TARGET environment.
    • Create regulatory bundles and purchase new phone numbers—note that you cannot reuse the phone numbers and regulatory bundles from the SOURCE environment.
    • Provide billing information—discuss this with your Twilio Account Executive to determine the best option between:
      • Accessing the free trial of 5000 Flex hours on the pay-for-usage model
      • Linking the new TARGET Project to the existing (SOURCE) Project’s …
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  • By Bader Hamdan
    Drive Value Across Customer and Agent Experience with Google Cloud Contact Center AI and Twilio Flex Drive value across customer and agent experience with Google Cloud Contact Center AI and Twilio Flex

    Businesses of all sizes are looking to Artificial Intelligence (AI) to drive customer value and efficiency across internal and external functions. The contact center is no exception. Here, AI can be used to drive value for your customers and agents, while also providing real-time analysis of interactions to identify common customer pain points and necessary improvements.

    Today, we are announcing the release of the Google Cloud CCAI connector for Twilio Flex, built by Sabio. This enables any business to integrate Google Cloud CCAI into their contact center today.

    Using Google Cloud Contact Center AI (CCAI) can lower cost and increase customer satisfaction with the best of Google's AI technology. Integrating the power of Google Cloud CCAI into Twilio Flex enables your customers to engage with conversational virtual agents 24/7 and empowers your agents to handle complicated issues with real-time assistance.

    Twilio has collaborated with Sabio, a Gold Consulting Partner, …

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  • By Devang Sachdev
    Empieza a utilizar Twilio Flex en tan solo unos minutos Empieza a utilizar Twilio Flex en 5 minutos

    ¿Tienes curiosidad sobre Twilio Flex, pero no estás seguro de cómo comenzar a utilizarlo? ¿Quieres saber qué es exactamente una plataforma de aplicaciones para centros de contacto?

    A continuación, te ofrecemos una breve descripción de Twilio Flex y de cómo iniciar tu centro de contacto en cuestión de minutos.

    ¿Qué es Twilio Flex?

    Flex es una plataforma de centro de contacto totalmente programable que te permite iniciar un centro de contacto en la nube al instante. A diferencia de otras soluciones basadas en la nube, puedes personalizar completamente las capas de pila con la API RESTful y los componentes UI de React.js.

    Hemos diseñado Flex para que se ejecute sobre la infraestructura fiable y segura de la Super Network de Twilio, para que puedas escalar de forma elástica a miles de agentes en la nube.

    Programabilidad de Flex

    ¿Quieres probar Flex de forma gratuita?

    Haz clic aquí para crear una cuenta …

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