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Agent Copilot and Unified Profiles overview for agents (Public Beta)


Public Beta

Agent Copilot and Unified Profiles are currently available as limited Public Beta products 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

Agent Copilot and Unified Profiles in Flex are not HIPAA Eligible Services or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.

Agent Copilot and Unified Profiles provide information and automations that enable you to assist customers more effectively:

  • Customer profile details and history (Unified Profiles): This information enables you to tailor interactions based on each customer's history. You can view this information before accepting a task or while helping a customer.
  • AI-generated wrap-up notes (Agent Copilot): At the end of your interaction, Flex can automatically generate wrap-up notes, including sentiment and disposition code, to speed up your workflow. Depending on your organization's settings, you may be able to review and edit these notes on the page. These notes appear on the customer's history of past interactions along with other details.

Agent Copilot and Unified Profiles features appear only if your Flex administrator has enabled them.

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

To learn more about Unified Profiles and Agent Copilot in Flex, see CustomerAI overview.

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