Unified Profiles in Flex for administrators (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.
When Unified Profiles in Flex is enabled and configured, you can provide your teams with information about each customer to enhance their understanding of customer intent and enable them to personalize every conversation. This information includes:
- AI-generated customer highlights
- Customer profile
- Interaction history
- Computed traits , such as number of website visits
- Predictive traits , such as likelihood to churn and predicted lifetime customer value
Your agents can view this detailed information for each customer before accepting a task and while helping the customer. You can also customize your agent experience in Unified Profiles with Container capabilities that leverage programmability in Flex.
Agent Copilot and Unified Profiles are now available together in Public Beta. Unified Profiles provides customer data that powers Agent Copilot's AI features.
Unified Profiles currently supports the following channels:
- Voice
- These Flex Conversations channels:
- SMS
- Webchat
Unified Profiles uses Twilio Segment to connect your contact center to customer data in Salesforce Cloud or a data warehouse.
If you already use Segment, you can choose to use your existing Segment workspace with Flex.
If not, your Twilio account team will help you create a limited Segment workspace. Your Segment workspace includes the Segment features below.
-
5 sources with limited entitlement. Note that Flex is automatically connected as a 6th source. In addition to Flex, you can connect:
- Salesforce Cloud app source
- Data warehouses: BigQuery , Postgres , Redshift , and Snowflake
- And more from Segment's Unified Profiles catalog
If you'd like to use sources from Segment's catalog that aren't listed here, contact us to provide additional feedback.
- Analytics destinations from the catalog to access events for building your own analytics
-
Traits
- Up to 2 computed traits
- Up to 2 predictive traits
-
Segment features
- Reverse ETL to generate profiles
- Identity resolution
- Observability and debugger tools
-
Limits
- 50 million events per month
The following Segment features are not included with Unified Profiles:
- Profiles Sync to sync enriched Segment profile data with your data warehouse
- Protocols to enforce event schema
- Real time audiences and journeys
- Engage campaigns
To try out Agent Copilot, including Unified Profiles, request access from the CustomerAI page in Console. Agent Copilot is currently in beta and access is limited. After you sign up, one of our team members will contact you by email.
Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature's AI qualities, see the AI Nutrition Facts for Agent Copilot and the Predictions Nutrition Facts Label.
Twilio's AI Nutrition Facts provide an overview of the AI features you're using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see Twilio's AI Nutrition Facts page and Twilio's approach to trusted CustomerAI.