Integration settings for Twilio Flex

The following fields appear if the Platform you select is Twilio V1.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent sync process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Use Twilio Flex insights reporting data	Set to true or false. When set to true, the Twilio Flex insights is used to collect reports. When set to false, the legacy third-party reporting service is used. Contact your Twilio Flex representative to activate the Flex insights data feature.
Admin time activities	The semicolon-separated list of agent activities that should be counted as Admin time. These activities represent periods where the agent is performing administrative or non-contact tasks.
Flex API secret key	Required only if you use the Twilio Flex insights reporting data. Use this secret key with the API key String Identifier (SID) to enable secure programmatic access to Twilio Flex services, such as retrieving task data, sending messages, or managing Flex resources through the REST API.
Flex API key SID	Required only if you use the Twilio Flex insights reporting data. Use this SID with the matching API secret key to authenticate API requests and enable secure access to Twilio Flex services, including data retrieval, call handling, and workflow automation.
Flex instance SID	Required only if you use the Twilio Flex insights reporting data. This SID authenticates your connection to the Twilio Flex environment and ensures that the appropriate workspace is used for routing, messaging, and other contact center operations.
Idle time activities	The semicolon-separated list of agent activities that should be counted as Idle time. These activities identify periods where the agent is logged in but not actively engaged in an interaction.
Not Ready activities	The semicolon-separated list of agent activities that should be counted as Not Ready. This list defines which states indicate the agent is unavailable to handle interactions. Do not include the offline activities. EXAMPLE Not ready; Training
Ready activities	The semicolon-separated list of agent activities that should be counted as Ready. These activities represent states where the agent is available to receive interactions. EXAMPLE Ready; On call
Project ID	Required only if you use the legacy Flex insights. This ID identifies your Twilio Flex WFO account and ensures the correct project is referenced for data collection and reporting.

Realtime settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Account SID	Twilio Flex account String Identifier (SID). This identifies the account used for the integration.
Is snapshot logic enabled	Set to true or false. When set to true, it requests a snapshot of all agents from TaskRouter when the connector starts. If true, you must provide the TaskRouter workspace SID, API key, and API secret.
TaskRouter API authentication key	Required only if Is snapshot logic enabled is set to true. Use this key to authenticate API requests to TaskRouter for agent snapshots and data retrieval.
TaskRouter API authentication secret	Required only if Is snapshot logic enabled is set to true. Use this secret alongside the API authentication key to securely access TaskRouter data.
TaskRouter workspace SID	Required only if Is snapshot logic enabled is set to true. This SID identifies the TaskRouter workspace and ensures snapshots are requested from the correct environment.
Channels to exclude from the incoming feed	The semicolon-separated list of channels to exclude from the RTA feed. Leave empty to include all channels.
Channel with highest priority	The channel that should have the highest priority. This is used when agents are handling overlapping activities from multiple channels.