Twilio - CSI for Flex: Create a Twilio data source

A data source represents the Twilio Flex instance and holds the information for: Task Queues, Activities, and Workers. These entities must be defined in the WFO system.

You define Data Source Groups to represent the Twilio Task Queues. If the Data Source Groups are not defined in WFM the first time the adapter runs, it generates them. If the adapter creates the groups, you only need to map each generated group to the relevant queue.

Procedure 

1. Sign in to WFO.

2. Go to Integration Management. Under Data Sources, select Settings.

3. Select Create Data Source.

4. As the Type, select Chat, Phone, or SMS.

5. As the Switch/Sub Type, select Generic Switch, then select Select.

6. Provide the Name, Description, the Time Zone for the data source and select Save.

   Timezone must match the timezone of the Twilio Flex instance or data can be imported to WFM in the wrong time.

7. Go to Data Sources, then select Reason Codes.

What to do next

Twilio - ASCM for Flex: Map Twilio workers to WFM employees