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.
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.
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 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:
For setup help or to file a ticket, contact our support team.
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:
From Twilio Console, navigate to Unified Profiles > Overview.
Click Start with Flex.
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.
When your Segment space is ready, the page refreshes with information about your new connection and Segment space. Click Continue setup in Segment.
Follow the steps in Create a Segment Workspace to finish setting up your Segment space. When you're done, return to the Flex > CustomerAI > Unified Profiles in Console.
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:
From Twilio Console, navigate to Unified Profiles > Overview.
Click Start with Flex.
Follow the steps in Connect an Existing Segment Workspace 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.
From Twilio Console, under Flex > CustomerAI > Unified Profiles, click Connect an existing Segment Unify space.
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:
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:
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.