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Questions tagged [twilio-flex]

Twilio Flex is a programmable contact center platform, which works out of the box and is also customizable at every level of the stack.

139 questions
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Twilio answer call enqued as task

I'm attempting to build a contact center where text and voice calls are routed to workers by taskrouter.js. The text side of this is working but I am struggling to figure out how a worker is to accept a call that has been enqueued as a task. I've…
neanderslob
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how to create a new skill in twilio flex?

I'm trying to set up a webchat. I need to create different agents with different skills(eg: sales, marketing). I'm not able to find an option to create skills(and how to assign them to respective agents).
gopal prabhu
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How to send an abandoned call back to Studio Flow?

I want to implement a solution where, if there are no available workers Twilio I don't send it to Flex, but do something else (e.g: say a message to contact us by other channel type, run a Function, or any other option) Best posible scenario: Inside…
Facundo Chambó
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Need to control available agents on my Twilio Flex

i have a callcenter with several logged agents to receive calls... they have different skills on flex, information that i use to route the customer to an agent that has that specific skill. The problem is that i need to create an alert to the…
costamatrix
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Is there any event which fired in flex UI as soon as agent/customer ends the voice call in Twilio

I wanted to know if there is any event that gets fired when an agent/customer ends a call in Twilio flex UI. I have been trying the below events, but nothing worked. beforeWrapupTask: Not working for voice calls. afterWrapupTask: Not working for…
METALHEAD
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What is the equivalent way to get the local channels when migrating to Twilio Flex UI 2.0?

I'm migrating a Twilio flex plugin that uses the getLocalChannels method which is shown as deprecated in the migration guide. The migration guide has a list of deprecated methods that include getLocalChannles and it says that the equivalent method…
Pedro Henrique Ramos Souza
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Behavior is wrong when adding multiple Tab components to TaskCanvasTabs in Twilio Flex

I am developing a Twilio Flex plugin using Flex Ui version 2 (beta.1 and beta.2). I wanted to add multiple tabs to TaskCanvasTabs and tried to write the following code. import React from 'react'; import { Tab } from '@twilio/flex-ui'; import {…
Katsumi Takahashi
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Twilio Flex: Is there a way of looking up conference/recording by phone #?

We are using Twilio Flex. We have call recording enabled. Recordings can be found via the Twilio Console and Flex insights reporting. We have agents who want to be able to look up old call recordings via phone #. Adding a view to the Flex UI to do…
ksmith-cvr
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Take action after ui is fully loaded in Twilio flex plugin

I need to perform an action in my twilio flex plugin after the ui is fully loaded. I could not find this in the flex docs, can someone help me? My idea here is to choose which activity to show to the worker based on the worker attributes, so i need…
lucas simonini
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How to connect agent to a Twilio outbound call before the customer?

I'm trying to setup a seamless outbound calling experience for a Twilio Flex setup. I have the dialpad outbound as well as a callback feature from previously delivered callback/voicemail request tasks (agent can accept the task and make an outbound…
ege
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Twilio Flex AgentDesktopView Panel Sizing

For the 2 panels in the AgentDesktopView, I'm trying to adjust the size of Panel 1. I've tried: flex.AgentDesktopView .defaultProps .splitterOptions .initialFirstPanelSize = '250px' and flex.AgentDesktopView .defaultProps …
JohnBee822
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Is it possible for Flex to have a blended queue with Zendesk?

Is anyone aware of a way to combine handling Zendesk tickets with Twilio? The thought here is to have an agent work a ticket when they are idle on the phones, instead of having to have them manually change their status from "Available" to "Email". I…
Josh James
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How to cold transfer a call from Flex to an external phone number?

Currently I'm using this plugin as a template for warm transferring a call to an external number, but would really prefer to be able to cold transfer. I tried invoking the wrapupTask action after adding the participant to the call, but the call…
mandooov
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How can I avoid a TypeScript error with FlexPlugins?

When I create a TypeScript project (Flex UI 2.x) using the Twilio Flex Plugin CLI, I get an error in the code that is created as a template. TypeScript error in…
Katsumi Takahashi
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Twilio CLI Error with Flex-Plugin (Requiring an older version)

I am getting the following error when trying to start a Flex Plugin: Command to start: twilio flex:plugins:start error: The Flex Plugins CLI version installed is different from the version used by your plugin. The Plugins CLI version installed is…
Alan
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