Follow the steps described here to configure a Twilio Flex Server for the Cyara Virtual Agent service. If you are unsure of what these server details should be, contact your Vendor.
Twilio Flex Virtual Agent Adapter supports both UI versions, 1.0 and 2.0.
The Twilio Flex platform requires a SSO Identity Provider to authenticate agents to answer calls. For more information on how to configure this login process within Cyara, refer to the article on Configuring Single Sign On for Cloud Cyara Virtual Agent. Twilio also has resources that cover what is required in Twilio to configure : https://www.twilio.com/docs/flex/sso-configuration
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From the Build menu on the Cyara sidebar, select Environments. The
Environments screen will be displayed, which shows a list of existing
Environments.
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Click the
New Environment button located in the top
right corner. The New Environment page will be displayed as below:
- Enter a Name for the Environment and select Cloud from the Type drop-down list.
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Set any Environment-Level Attributes to be used across all
servers in this Environment. Attributes are stored as typed Key-Value pairs. To
create Attributes, follow these steps:
- Specify the Key (See the table below for supported Attributes).
- Specify the Value for the Key.
- Set the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
- Click + to add the specified Attribute.
- Repeat the above steps for any additional Attributes.
Now that the Environment details have been configured, Servers can be added. Repeat the following steps for each Server to be added to the Environment. -
In the Environment Servers panel, click
New Server. A pop-up window as shown below
appears:
- Enter a Server Name. This is what the Cyara Platform will call this server (For example, Twilio Server 1)
- For Twilio Flex select the Agent Voice from the channel drop-down list.
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Enter the
Primary Hostname/IP, this is the unique domain
configured on Twilio Flex
- Enter the Primary Port For Twilio Flex the Primary Port number should be set as 1
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Set any
Server specific attributes to be used on
connection. These will be used in addition to the Environment-level attributes
set above. Attributes are stored as typed Key-Value pairs (see the table below
for supported Attributes). To create Attributes, follow these steps:
- Specify the Key.
- Specify the Value.
- Select the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
- Click + to add the specified Attribute.
- Repeat the above steps for any additional Attributes.
Note:The Twilio Flex platform requires a SSO Identity Provider to authenticate agents. For more information on this login process, refer to the article on Configuring Single Sign On for Cloud Cyara Virtual Agent.
The Cyara Platform supports the following Attributes for Twilio Flex:
Usage Key Type Comment Example Required sso-by String When configuring the Twilio Flex Environment Agents must login Via a SSO Identity Provider (e.g Okta, Azure etc.) okta Required sso-url String Login Link for the hosted environment provided by Twilio after SSO is configured. https://flex.twilio.com/example-deployment-1234 Optional accountsid String If you want to override the sid that is retrieved from the agent login sequence. If provided, the value retrieved from the automated login will be discarded. https://www.twilio.com/console/project/settings ACdadb6e45cddb8d468dc572b4d2f27e13 Optional workspacesid String If you want to override the sid that is retrieved from the agent login sequence. If provided, the value retrieved from the automated login will be discarded. https://www.twilio.com/console/taskrouter/workspaces WS50fe9938f0dede6fa89125b0f07f1fd5 Optional workersid String If you want to override the sid that is retrieved from the agent login sequence. If provided, the value retrieved from the automated login will be discarded. https://www.twilio.com/console/taskrouter/workspaces/<SID> /workers WK34ffff9a8216620269b3941ffadc9c54 Optional available String ACTIVITY NAME The name of the activity to be used when setting an agent state to ready. If not provided the default activity name of Available will be used. https://www.twilio.com/console/taskrouter/workspaces/<SID>/activities Available Optional unavailable String ACTIVITY NAME The name of the activity to be used when setting an agent state to not ready. If not provided the default activity name of Unavailable will be used. https://www.twilio.com/console/taskrouter/workspaces/<SID>/activities Unavailable / Custom Not Ready message Optional offline String ACTIVITY NAME The name of the activity to be used when logging an agent out. If not provided the default activity name of Offline will be used. https://www.twilio.com/console/taskrouter/workspaces/ <SID> /activities Offline Optional availablesid String SID The same as using available, except providing the SID directly instead of looking it up based on ACTIVITY NAME Optional unavailablesid String SID The same as using unavailable, except providing the SID directly instead of looking it up based on ACTIVITY NAME WAa59eb24d1983f8a2e3fcca59a67d28ed Optional offlinesid String SID The same as using offline, except providing the SID directly instead of looking it up based on ACTIVITY NAME - Click Add Server.
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Here is a sample of a Twilio Flex environment:
- After you have entered all the details for the new Environment, click Save Details.
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Note: Additional configuration is required within Twilio Flex
to enable Cyara Virtual Agent connections
Consult the Cyara Knowledge Center Article on "Configuring Twilio Flex for Cyara Virtual Agent" for the next steps in this setup process.
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