Internal Chat for Twilio Flex
A premium Flex Add-On created by VPS to unify your agent communication within one application.
Ensure Security and Compliance
Keep your agent communications contained all within one application to prevent data leakage and guarantee compliance needs are met.
Unify Your Communication Tools
Agents are expected to deliver information readily and accurately. They shouldn’t be forced to transfer or access another system to get the context they need from another agent. Internal Chat for Twilio Flex gives your Agents all the collaboration of an instant messaging application, right in their Flex console to deliver faster results for your customers.
Features
Full-Featured Chat for Agents
Internal Chat for Twilio Flex provides a robust agent experience for text conversations, so that they have the capability to use reactions, emojis, notifications, history, and group messaging. You can even escalate the chat to an internal video room to speed up conversations.
HIPAA Compliant Chat
Internal Chat for Twilio Flex is built using Twilio Conversations and completely contained within your existing Twilio Environment, so no external servers are required. All your data remains secure and your important compliance requirements, such as HIPAA, can be maintained.
1:1 and Group Video Conferencing
Some conversations call for more than just text. Agents can create ad-hoc 1:1 or conference video meetings in seconds with other agents. This also gives your supervisors tools for training and coaching the entire agent workforce or providing individual sessions for agents that need more attention.
Benefits
Improve Resolution Time
Speed up your contact center experience for your customers while minimizing disruptions. Reduce hold time and get customers the answers they need without having to transfer to another agent or supervisor.
Consolidate Applications
It’s complicated and inefficient for agents to maintain and look up different data sources to best serve your customers. With Internal Chat for Flex, internal and external conversation history, customer data, and contact center tools are consolidated into one application.
Twilio Flex 2.0 has many exciting updates and a new Plugin Library. Learn how this release improves usability and design and offers ready-to-use Flex plugins, like the Supervisor Barge and Coach plugin. Take advantage of this release today and create a customized and scalable contact center solution.
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