Workflow: Twilio - CSI for Flex adapter

Configure the WFO system to allow it to use the Twilio - CSI for Flex adapter.

Before you begin 

Ensure that the Twilio instance is configured with the following:

• A valid authorization token for a Twilio account

• Twilio - CSI for Flex: Configure the Twilio instance

Workflow 

1. 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.

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

   To align Twilio Task Queues to WFM, you must map the queues to relevant data source groups. Once mapped, you must then map each WFM queue to one of the Twilio Task Queues that you have defined.