Easily configure and manage system settings within your Twilio Flex contact center.

Account Owners & System Admins

Platform roles required to view and manage system settings.

To perform functions as it relates to the system settings, users will navigate to the System Settings screen.  

Navigate to Menu > Settings 

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Configure Task Settings 

Task settings provide users with the ability to configure how tasks are routed to agents within your contact center. 

Multitasking

  • Allows agents to simultaneously handle multiple tasks at once. Multitasking is enabled by default. 

Task Order

  • Defines the order in which tasks are routed to agents. First In First Out is enabled by default. 

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Configure Voice Call Settings 

Voice call settings provide users with the ability to configure how voice calls are handled with their contact center. 

Call Recording

  • Allows all calls to be recorded within the system. Call recording is disabled by default. 

Audio Codec

  • Defines the audio codec used for voice calls within the system. OPUS is enabled by default and provides better audio quality than the traditional G.711 codec. 

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Configure CRM iFrame Settings 

FLEXFIG enables customers to use an iFrame to embed their Customer Relationship Management (CRM) directly into Twilio Flex. 

iFrame_Settings.png

To embed your CRM using an iframe, enter your CRM details: 

  • Provide the URL to your CRM in the "Link to CRM" field 
  • Use the toggle to enable using the CRM iframe 
  • Click the "Save" button to apply the changes 

Note: Many CRMs block the ability to use an iframe to embed their solutions into other applications. We recommend using this feature only if you have a custom CRM solution or using HubSpot.

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Configure Task Notification Sound 

Notification settings provide users with the ability to configure the incoming task notification sound that agents will hear when they have an incoming task. 

To configure the task notification sound, select the task notification. 

  • Select a notification sound from the drop-down list 
    • You have the ability to listen to the notification sound 
  • Set the sound to "loop" until the task is accepted or rejected 
  • Click the "Save" button to apply the changes 

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