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Unified Profiles in Flex for administrators (Public Beta)


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.


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.

Provide agents with real-time context about customers

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When Unified Profiles in Flex is enabled and configured, you can provide your teams with information about each customer to enhance their understanding of customer intent and enable them to personalize every conversation. This information includes:

Your agents can view this detailed information for each customer before accepting a task and while helping the customer. You can also customize your agent experience(link takes you to an external page) in Unified Profiles with Container capabilities that leverage programmability in Flex.

Agent Copilot and Unified Profiles are now available together in Public Beta. Unified Profiles provides customer data that powers Agent Copilot's AI features.

Unified profiles screenshot with Details tab.
Agent Copilot and Unified Profiles with History tab.

Unified Profiles currently supports the following channels:

What Segment features are included with Unified Profiles?

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Unified Profiles uses Twilio Segment(link takes you to an external page) to connect your contact center to customer data in Salesforce Cloud or a data warehouse.

If you already use Segment, you can choose to use your existing Segment workspace with Flex.

If not, your Twilio account team will help you create a limited Segment workspace. Your Segment workspace includes the Segment features below.

What Segment features are not included with Unified Profiles?

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The following Segment features are not included with Unified Profiles:

  • Profiles Sync to sync enriched Segment profile data with your data warehouse
  • Protocols to enforce event schema
  • Real time audiences and journeys
  • Engage campaigns

To try out Agent Copilot, including Unified Profiles, request access from the CustomerAI(link takes you to an external page) page in Console. Agent Copilot is currently in beta and access is limited. After you sign up, one of our team members will contact you by email.

AI Nutrition facts for Unified Profiles (Public Beta)

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Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature's AI qualities, see the AI Nutrition Facts for Agent Copilot and the Predictions Nutrition Facts Label(link takes you to an external page).

Twilio's AI Nutrition Facts provide an overview of the AI features you're using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see Twilio's AI Nutrition Facts page(link takes you to an external page) and Twilio's approach to trusted CustomerAI(link takes you to an external page).

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