How to Setup "Twilio Flex Integration", step by step
Start with installation
1. Click the “Install app” button. This app is free to use!
2. Read and confirm the Privacy Policy. Click the “Accept and continue” button.
3. Select and connect your HubSpot account. Pay attention and connect the correct HubSpot account, this action cannot be changed later.
4. On the following page, you'll need to agree to connect this app to your HubSpot account. Click the 'Connect app' button.
You will be automatically redirected to your HubSpot account in Settings > Integrations > Connected Apps > General Settings for this App.
Enable the App
Before you can start utilizing the app, you must enable it by choosing a plan. To do so, click on "Configure" button.
Tip: You cannot enable it by clicking on the toggle, you will get an error message. The toggle is just feedback to let you see the status of the app on the fly.
Account and preferences > Integrations > Connected apps > Twilio Flex Integration
In the window that will open, choose the plan most suited to your needs.
Insert Billing Information
Now you must enter your billing information; first, choose whether you are a private or business customer. Once filled in, you can proceed with payment via Stripe.
Connect your Twilio Flex Account
Once you have made the payment, you will be asked to enter the information for the connection to your Twilio account.
You will need to enter your account SID and Auth Token. If you don't know where to find them please refer to this Twilio guide.
Once you have entered the required information HubSpot and Twilio are connected! You can now proceed to setup the app as shown in the next section.
Customize the app
Under Settings > Integrations > Connected Apps the admin can change the app settings. Once you have chosen the tier best suited to your needs and entered all the basic information in Plugin Settings, you can modify the app to make it fit your needs.
Let us now take a look at the functionality of the various Plugin Settings tabs.
Remember that to change app settings you need to be Super Admin or have the required permission in HubSpot.
User List
Here you can choose which users will be enabled in Flex to use the tools offered by the app. The limit of the user depends of the pricing tier.
In this list, you will find the workers registered in your Flex account. To add users in Flex, we recommend following this guide.
A user in this list may not be a HubSpot user, but it is still possible to enable him to use the tools in flex.
Conditions
This part is the heart of the app. From here you can decide what will be shown to workers within Twilio Flex when a new task arrives. By default, tabs with the main object information are already enabled, but you can customise them. The defaults are identified as pre-configured.
To create or edit a condition choose Edit or Create new condition and follow the wizard.
- Choose condition object in select object
- Select property and conditional value. When a task arrives from a contact meeting this condition the section will be shown with the properties chosen in step 4
- Choose which object to show and to whom. Here you can also choose the Forms configured in the Forms section, which we will see later.
- Decide which properties to show in view-only or with edit permissions. Remember that some properties are restricted to view-only by HubSpot.
Pipelines
From here you can decide whether to allow users in Flex to create new tickets or deals and which HubSpot engagements to show them.
If the flag is deactivated, a user will not be able to create new tickets or deals in HubSpot from the Twilio Flex interface while processing a task.
If enabled, it is possible to choose in which pipeline and stage to have these objects created in CRM.
With the engagement flags it is possible to decide for the two objects which of the past engagements to show to the users.
Forms
On this page you can create forms to be filled in when a task arrives from the agents in Flex. Once completed in Flex, the form will update the properties in HubSpot with the values entered. To tie different forms to specific conditions please refer to the Conditions section of the guide.
Once the creation of the form has started, proceed to choose a name (we recommend choosing a speaking name to easily recognise it in the conditions section) and then choose the properties to display. Forms can be constructed with properties of different objects and will be the first thing that appears when a new task enters flex as shown in the Agent guide.
If there is a need to enter mandatory properties you can indicate this in the choice. The agent will be obliged to enter them in order to submit the form.
If you need support, please don’t hesitate to contact us at apps@exelab.com.
