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Unified Profiles in Flex for administrators (Public Beta)


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Public Beta

Unified Profiles in Flex is currently available as a limited Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.

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Not a HIPAA Eligible Service or PCI Compliant

Unified Profiles in Flex is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.


Provide agents with real-time context about customers

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When Unified Profiles in Flex is enabled and configured, you can provide your teams with information about each customer to enhance their understanding of customer intent and enable them to personalize every conversation. This information includes:

Your agents can view this detailed information for each customer before accepting a task and while helping the customer.

Agent Copilot and Unified Profiles are now available together in Public Beta. Unified Profiles provides customer data that powers Agent Copilot's AI features.

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