Skip to contentSkip to navigationSkip to topbar
Twilio Docs
On this page

Connect your Segment space (Public Beta)

(new)

Public Beta

Unified Profiles is currently available as a 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 SLA.

(warning)

Not a HIPAA Eligible Service or PCI Compliant

Unified Profiles is not a HIPAA Eligible Service or PCI compliant and should not be used in 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, including troubleshooting steps.

Overview

overview page anchor

A Segment workspace is your top-level Twilio Segment account. A Segment space is a container inside your Segment workspace that contains configuration of data sources, identifiers, and traits, and includes your customer profiles data.

Use the steps in this article to connect your Segment space to Unified Profiles in Flex. During this process, you'll need to access the Unify Settings page in your Segment space to get the information needed to connect your Segment space.

(information)

Info

For setup help or to file a ticket, contact our support team(link takes you to an external page).

Connect an existing Segment space

connect-an-existing-segment-space page anchor

To start using Unified Profiles with Flex, follow these steps to connect an existing Segment space:

  1. Follow Segment's instructions to set up your Unify space(link takes you to an external page). You only have to complete Step 1: Set up your Unify space. You can complete the other steps after connecting to Flex.
  2. From Twilio Console, navigate to Explore products > Flex > Contact center settings > Unified Profiles.
  3. Click Use existing Segment Unify space.
  4. On the Connect a Segment Unify space page:
    1. In the Connection friendly name field, enter the name that you want to use for this connection.
    2. In Segment Unify space ID, enter the ID of the Segment space you want to connect.
      You can find the space ID in Segment at Unify > YOUR_SPACE_NAME > Unify settings, on the API access tab.
    3. In Profile API access token, enter the token you generated in the Segment Unify API access settings (the same location where you found the space ID).
      Segment only shows you the Profile API access token once after you generate it, so make sure to store it safely. If you had an access token but lost it, generate a new one.
    4. Select the checkbox indicating that you understand that the form creates a Twilio source in your Segment space and shares its write key with Twilio. This acknowledgement allows:
  5. Click Connect.

When your space connects successfully, the Manage Unified Profiles page appears, and your Twilio-to-Segment connection status shows as Connected.

Update your Studio Flows (for Flex UI 2.8.x or earlier)

update-your-studio-flows-for-flex-ui-28x-or-earlier page anchor

If you're using Flex UI 2.8.x or earlier, you'll need to update your Studio Flows so Flex can search for profiles. This lets you use the contact information from customer interactions.

To update your Studio Flows:

  1. From Twilio Console, navigate to Flex > Contact center settings > Unified Profiles.
  2. Under Getting started with Unified Profiles for Flex, expand Add Flex customer history.
  3. Click Update Studio flows.
  4. On the Flows page, update each Flow used with Unified Profiles to add the Search for a Profile widget.
  5. When you're done, return to Flex > Contact center settings > Unified Profiles.
  6. In the Add Flex customer history section, click I've done this to continue configuring Unified Profiles in Flex.