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Confirm or update your customer identifier settings (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.


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Unified Profiles in Flex uses customer identifiers, such as user ID or phone number, to search for customer profiles and create or merge profiles when needed.

Before you configure identifiers in Unified Profiles, you must add them in your Segment Unify workspace.

You can review customer identifiers and configure their display names for Unified Profiles in Twilio Console. Navigate to Flex > CustomerAI > Unified Profiles, then click the Identifiers tab.

Once you’ve created identifiers, they will automatically appear on this page with default settings. Review these defaults and update the settings for the identifiers to ensure they make sense for your contact center.

Flex Console Unified Profiles page with the Identifiers tab selected

Review and update customer profile identifiers

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Unified Profiles in Flex automatically searches for, creates, and merges customer profiles based on identifiers that are stored in Segment. The list also shows the priority order in which these identifiers are searched. If you want to change the priority order, you can update it in Segment.

By default, Unified Profiles sets identifier display names to match the identifier keys from Segment. We recommend updating display names to names that make sense to your contact center users.

Map identifiers to address types

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This section defines which Segment identifier Unified Profiles uses to automatically search for customer profiles for each Flex address type. In other words, this is where you tell Unified Profiles which of your Segment identifiers contains your customer phone numbers and email addresses.

Add your identifier mappings to the list. For any rows that show Not mapped, select the identifier in your Segment Unify space that contains the customer address for that address type. If there are any address types that you don’t want to use for search, click the three-dots icon for that row and select Disable search by this address type.

If you need to update your identifier mappings, click the three-dots icon for the row that you want to change and select Select identifier to change the identifier.

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