Voice Intelligence is currently available as a public beta release. Some features are not yet implemented and others may be changed before the product is declared as Generally Available. Beta products are not covered by a Twilio SLA.
Learn more about beta product support.
It allows Flex users to search through transcripts of recorded conversations that took place between customers and your customer support agents.
To follow along with this guide, you should have the following elements set up and ready to use:
- A Twilio Flex Account
- A configured Voice Intelligence Service
- Access to transcripts that you would like to search
To enable the Flex Plugin follow these instructions:
- Go to the Flex Admin panel
- Click on
- Select the
- Enable the
Once enabled, you'll see the Voice Intelligence icon in the left-hand navigation bar. (It looks like a lightning bolt.)
Clicking on the Voice Intelligence icon will display the Transcripts App in the main panel.
If the Transcripts App is empty, you might need to change the Service name selection or Date range filters.
Only the last 90 days transcriptions are available in the Transcriptions App to search and view.
If you still don't see any transcription, please check your Service configuration or create new Transcripts.