General Product Description

Owned by Support Team
Last updated: Apr 24, 2024
1 min read

Twilio Flex allows you to effectively communicate with clients and colleagues and keep all communication history logged in one place.

Use cases:

  • Call management – the connector allows Creatio users to make inbound and outbound calls using the Twilio communication solutions. During the call, an agent can access all information about the Contact, including the history of previous communications.

  • Call Analytics – analyze the quality of communications with clients based on the number of call attempts and conversations, duration of calls, and call results.

Key features:

  • Make outgoing calls and accept incoming calls in Creatio

  • Put a call on hold

  • Indicate a call result

  • Keep track of call analytics

  • Blind transfer support

  • Automatic change of agent status under different scenarios

  • Manual closing of the active tasks

Supported basic features:

  • Access an entire call history with a client

  • Identify a Contact and Account by a phone number

  • Manage User Statuses

  • Taskrouter Integration