Getting Started with a FLEXFIG Demo Account

FLEXFIG demo accounts offer customers the ability to evaluate FLEXFIG features and functionality by providing interested parties with a glimpse of FLEXFIG features in action.  Demo accounts are not production-ready deployments.  They will not provide customers with the same configurations that will be provided in a “production” deployment. 

Initial Twilio Flex account setup and configuration for "production" deployments will take place for customers after the initial setup and configuration fee is received.

Twilio Trial Projects 

Twilio offers the ability to set up multiple trial projects within your Twilio account. 

We will work with both you and your Twilio Account Executive to remove the "trial flag” from your account and to apply promo credits to your FLEXFIG demo account.

Invite FLEXFIG Team to Your Twilio Account 

In order to install FLEXFIG, our team will need access to your Twilio account.

Select the project to be used with FLEXFIG and then follow the steps below:

  • Click on the "+" button to add a new user
    • Enter demos@flexfig.com as the email address 
    • Set the role to "Administrator"  
    • Click the send invitation button 

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Our team will install Twilio Flex and FLEXFIG within your account and provide notification when it is ready for your team to begin your evaluation.

FLEXFIG Demo Account Users

Once FLEXFIG is deployed to production, FLEXFIG users may sign into their Twilio Flex account using Single Sign-On (SSO) providers.  However, the only way to log into Twilio Flex, when using the FLEXFIG demo account, is with users created within the Twilio console.

Follow the steps to invite demo users:

  • Click on the "+" button to add a new user 
    • Enter the email address of the user you want to invite
    • Set the role for the user to "Administrator
    • Click the send invitation button 

Important: All users added through the Twilio Console will have administrator-level access to FLEXFIG unless the user role is changed within FLEXFIG.  The user role can be changed once a user logs into Twilio Flex.  

Twilio Flex has a help center article, "Adding Agents to Twilio Flex", which provides more insight on the differences between adding users through Twilio Console versus an SSO provider.

Launch Twilio Flex  

Invited users will be able to log into their Twilio Console to launch Twilio Flex.

Follow the steps to launch Twilio Flex: 

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Twilio Flex Demo Phone Number 

All Twilio Flex accounts have an associated demo phone number that can be used to receive calls and SMS messages from customers. To access the Twilio Flex demo phone number, users will launch their Twilio Flex instance and be redirected to the "Welcome to Flex" screen. The Twilio Flex demo phone number is located in the "Test Drive" box on the right side of the screen.

Important:  If the FLEXFIG "system admin" role is changed for the user, the user will not be able to view the "Welcome to Flex" screen.  This screen only displays for system admins and account owners.

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Change FLEXFIG User Roles

All users within the FLEXFIG demo start off as "System Admins" because they are added through Twilio console instead of through an SSO provider. 

The roles of the users invited to the FLEXFIG demo can be changed by navigating to the "Manage Users" section of FLEXFIG.

  • Navigate to Menu > Manage Users 
  • Click on the "edit" button for the user's whose role requires editing  
  • Select the role of the user you want to assign the user 
  • Click on the "Save Changes" button  

User_Role.jpg

Important: All "Insights" roles require a paid account for access to the Workforce Optimization (WFO) features within Twilio Flex.

Enable System Admins to "Act as Agent" 

By default, the account owner, system admins, and supervisor roles will not receive any incoming tasks.  However, these roles can immediately accept incoming tasks within Twilio Flex by setting the user to "Act as Agent".

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Set Availability Status 

In order to receive tasks within Twilio Flex, you will need to set your user to "available". Select your name in the top right-hand corner and select “available” from the list of statuses.

Available.jpg

Complete Tasks Wrap-Ups

By default, all agents can only receive one (1) voice call at a time.

You must complete the existing task before you can accept additional voice calls within Twilio Flex. 

Wrap_Up.jpg

 

FLEXFIG Default Workflow & Queue

Demo accounts are configured with a default workflow and queue that will route tasks to any available agent within the system.

Global Workflow

Modify the FLEXFIG Global Workflow settings by navigating to the workflows section.

Important: When you create new workflows within FLEXFIG, you need to add that workflow to the Twilio Studio flow. Navigate to the Studio Dashboard within the Twilio Console and look for the "FLEXFIG Voice IVR" flow to make changes. If unfamiliar with Twilio Studio, use the FLEXFIG Global Workflow.

Global Queue

By default, skills-based routing is disabled for the Global Queue and will route tasks to any available agent within your FLEXFIG demo account.  To modify the FLEXFIG Global Queue settings, navigate to the queues section. To use skills-based routing, create new skills within FLEXFIG, and assign skills to individual users or teams.

Web Chat Capabilities 

By default, the web chat capabilities will not work without additional configuration form our team. 

  • If you require a demo of the web chat functionality, please inform your FLEXFIG Account Executive.  

Integrations  

Salesforce integration requires additional manual configuration in order to work with your Salesforce instance.  If Salesforce is required, Salesforce integration will occur during the initial FLEXFIG setup and configuration.

 

 

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