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Set up your Segment space (Public Beta)


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Public Beta

Unified Profiles is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.

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Not a HIPAA Eligible Service or PCI Compliant

Unified Profiles is not a HIPAA Eligible Service or PCI compliant and should not be used in workflows that are subject to HIPAA or PCI.

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Use this page for Unified Profiles information that's Flex-specific, or refer to the Unified Profiles docs for a more comprehensive guide.


Overview

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If you're creating a Personalized Virtual Agent, you'll use the onboarding wizard to set up Unified Profiles. View the Personalized Virtual Agent setup steps for more information.

A Segment workspace is your top-level Twilio Segment account. A Segment space is a container inside your Segment workspace that contains configuration of data sources, identifiers, and traits, and includes your customer profiles data.

Before you can use Unified Profiles, you must set up your Segment space.

Your Unified Profiles plan includes the option to create one limited Segment workspace and one Segment space.

The limited Segment workspace that is included with Unified Profiles has some limitations(link takes you to an external page) compared to a standalone business-tier Segment space.

If you set up a new limited Segment workspace to use with Unified Profiles, a Segment space is automatically created for you and connected with Unified Profiles.

To get started, decide whether to create a new limited Segment space or use an existing Segment space:

  • Set up a new limited Segment space: Choose this option if any of these scenarios apply:
    • You are not already a Segment customer.
    • You use Segment, but your product plan doesn't include Segment (and you don't want to upgrade your plan).
    • You have a Segment space, but you don't want to connect to that space.
  • Use an existing Segment space : Choose this option if you already have a business-tier Segment workspace and a Segment space, and you want to connect Twilio to that space. You can connect multiple business-tier Segment spaces.
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Set up a new limited Segment space

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This section is for setting up Unified Profiles with Flex. If you're setting up Unified Profiles with a Personalized Virtual Agent, visit the corresponding section to get started.

If you're using Unified Profiles with Flex, you can use the following steps to set up a new Segment space:

  1. From Twilio Console, navigate to Unified Profiles > Overview .
  2. Click Start with Flex .
  3. Under Flex > CustomerAI > Unified Profiles, click Create Unify space in Segment.

    Twilio creates a new Segment space for you and connects Unified Profiles to it.

  4. When your Segment space is ready, the page refreshes with information about your new connection and Segment space. Click Continue setup in Segment .
  5. Follow the steps in Create a Segment Workspace(link takes you to an external page) to finish setting up your Segment space. When you're done, return to the Flex > CustomerAI > Unified Profiles in Console.

Connect an existing Segment space

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This section is for setting up Unified Profiles with Flex. If you're setting up Unified Profiles with a Personalized Virtual Agent, visit the corresponding section to get started.

If you're using Unified Profiles with Flex, you can use the following steps to set up an existing Segment space:

  1. From Twilio Console, navigate to Unified Profiles > Overview .
  2. Click Start with Flex .
  3. Follow the steps in Connect an Existing Segment Workspace(link takes you to an external page) to finish connecting your Segment space to your Flex account.

    When you reach the step to connect your Segment space, and have gathered information from Segment, continue to the next step in this procedure.

  4. From Twilio Console, under Flex > CustomerAI > Unified Profiles , click Connect an existing Segment Unify space .
  5. On the Connect a Segment Unify space page:

    a. In the Connection friendly name field, enter the name that you want to use for this connection.

    b. Complete the rest of the fields on the page using the information that you noted from Segment.

    c. Select the checkbox indicating that you understand that the form creates a Twilio source in your Segment space and shares its write key with Twilio. This acknowledgement allows:

    • Flex to store contact center events on your Segment space.
    • Studio to update profiles with the Update Profile Traits Widget.
      d. Click Connect .

Set up Unified Profiles using the Personalized IVR onboarding wizard

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If you're creating a Personalized Virtual Agent, you can use Unified Profiles to connect customer profile information with a conversational virtual agent in Dialogflow. This will allow you to power personalized IVR experiences with customer data.

To get started with Unified Profiles:

  1. In the Twilio Console, navigate to Unified Profiles > Overview .
  2. Click Start with a personalized IVR .
  3. This will take you to the Personalized Virtual Agent onboarding wizard where you'll be able to set up a data-powered IVR:
    a. Connect your data.
    b. Set up a Dialogflow virtual agent or connect an existing one.
    c. Select phone numbers to use with your IVR.
    d. Map traits that your virtual agent can use during customer calls.
    e. Review and publish your live IVR Studio flow.

Once you've set up your Peronsonalized IVR flow, you can navigate to Unified Profiles > Manage to view and maintain your connection, identifiers, and traits in Unified Profiles.


Troubleshooting: re-connect a deleted Flex source to Unified Profiles

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Your Flex source is an essential part of your Unified Profiles workspace and is automatically connected during setup. If you delete this source, you'll need to recreate it and update the write key stored in Flex.

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Warning

Your Flex source must be named flex-unify-server-source to work correctly. If this gets changed, you must update the name back to flex-unify-server-source in your Segment workspace.

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Using Unified Profiles with the Personalized Virtual Agent

If you're using Unified Profiles outside of Flex with the Personalized Virtual Agent, you'll be using a Twilio Profiles workspace. In this case, you'll need to name the source twilio-unified-profiles instead of flex-unify-server-source. To confirm you're using a Twilio Profiles workspace, you can check the workspace slug:

  • Twilio Unified Profiles workspaces start with twilio
  • Flex workspaces start with flex

Use the following steps to recreate a deleted Flex source.

Open your Segment workspace(link takes you to an external page) and complete the following steps:

  1. Navigate to Connections > Sources .
  2. Click + Add source and select the Java source from the catalog.
  3. Name the source flex-unify-server-source .
  4. Click Add Source .
  5. Copy the source write key.
  6. Navigate to Unify > Unify settings , and select the Profiles sources tab.
  7. Click Connect source .
  8. Select your newly added source and click Connect source .

From the Twilio Console:

  1. Navigate to Flex > CustomerAI > Unified Profiles .
  2. Next to Flex source write key click Update key .
  3. Paste the write key from above, and click Save .

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