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

Set up your Segment Unify space (Public Beta)

(warning)

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.

(warning)

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.

Overview

overview page anchor

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

Before you can use Unified Profiles in Flex, you must set up your Segment Unify space.

Your Unified Profiles plan includes the option to create one limited Segment workspace and one Segment Unify space.

The limited Segment workspace that is included with Unified Profiles has some limitations(link takes you to an external page) compared to a standalone business-tier Segment Unify space.

If you set up a new limited Segment workspace to use with Unified Profiles, a Segment Unify space is automatically created for you and connected with Unified Profiles.

Your Unified Profiles for Flex plan includes a limited Segment Unify space. To get started, decide whether to create a new limited Segment Unify space or use an existing Segment Unify space:

  • Set up a new limited Segment Unify space: Choose this option if any of these scenarios apply:
    • You are not already a Segment customer.
    • You use Segment, but your product plan doesn't include Segment Unify (and you don't want to upgrade your plan).
    • You have a Segment Unify space, but you don't want to connect Flex to that space.
  • Use an existing Segment Unify space : Choose this option if you already have a business-tier Segment workspace and a Segment Unify space, and you want to connect Flex to that space. You can connect multiple business-tier Segment Unify spaces.
(information)

Info

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

Set up a new limited Segment Unify space

set-up-a-new-limited-segment-unify-space page anchor

  1. From Twilio Console, under Flex > CustomerAI > Unified Profiles, click Create Unify space in Segment.

    Twilio creates a new Segment Unify space for you and connects Flex to it.

  2. When your Segment Unify space is ready, the page refreshes with information about your new connection and Segment Unify space. Click Continue setup in Segment .
  3. Follow the steps in Create a Segment for Flex Workspace(link takes you to an external page) to finish setting up your Segment Unify space. When you're done, return to the Flex > CustomerAI > Unified Profiles in Console.

Connect an existing Segment Unify space

connect-an-existing-segment-unify-space page anchor

  1. Follow the steps in Connect an Existing Segment Workspace(link takes you to an external page) to finish connecting your Segment Unify space to your Flex account.

    When you reach the step to connect your Segment Unify space to Flex and have gathered information from Segment, continue to the next step in this procedure.

  2. From Twilio Console, under Flex > CustomerAI > Unified Profiles , click Connect an existing Segment Unify space .

  3. On the Connect a Segment Unify space page:

    a. In the Connection friendly name field, enter the name that you want to use for this connection.

    b. Complete the rest of the fields on the page using the information that you noted from Segment.

    c. Select the checkbox indicating that you understand that the form creates a Flex source in your Segment Unify space and shares its write key with Flex. This acknowledgement allows Flex to store contact center events on your Segment Unify space.

    d. Click Connect.

Troubleshooting: re-connect a deleted Flex source to Unified Profiles

troubleshooting-re-connect-a-deleted-flex-source-to-unified-profiles page anchor

Your Flex source is an essential part of your Unified Profiles workspace and is automatically connected during setup. If you delete this source, you'll need to recreate it and update the write key stored in Flex.

(warning)

Warning

Your Flex source must be named flex-unify-server-source to work correctly. If this gets changed, you must update the name back to flex-unify-server-source in your Segment workspace.

(success)

Using Unified Profiles with the Personalized Virtual Agent

If you're using Unified Profiles outside of Flex with the Personalized Virtual Agent, you'll be using a Twilio Profiles workspace. In this case, you'll need to name the source twilio-unified-profiles instead of flex-unify-server-source. To confirm you're using a Twilio Profiles workspace, you can check the workspace slug:

  • Twilio Unified Profiles workspaces start with twilio
  • Flex workspaces start with flex

Use the following steps to recreate a deleted Flex source.

Open your Segment workspace(link takes you to an external page) and complete the following steps:

  1. Navigate to Connections > Sources .
  2. Click + Add source and select the Java source from the catalog.
  3. Name the source flex-unify-server-source .
  4. Click Add Source .
  5. Copy the source write key.
  6. Navigate to Unify > Unify settings , and select the Profiles sources tab.
  7. Click Connect source .
  8. Select your newly added source and click Connect source .

From the Twilio Console:

  1. Navigate to Flex > CustomerAI > Unified Profiles .
  2. Next to Flex source write key click Update key .
  3. Paste the write key from above, and click Save .
Rate this page: