SUPPORT.TWILIO.COM END OF LIFE NOTICE: This site,, is scheduled to go End of Life on February 27, 2024. All Twilio Support content has been migrated to, where you can continue to find helpful Support articles, API docs, and Twilio blog content, and escalate your issues to our Support team. We encourage you to update your bookmarks and begin using the new site today for all your Twilio Support needs.

Troubleshooting Insights User Provisioning

Some Flex users may be unable to access Flex Insights, any may not see the Insights icons at all. This guide contains troubleshooting to help your users access Flex Insights as needed.

Step 1: Is Flex Insights enabled and provisioned on your Twilio Flex project?

First, verify that Insights is enabled and provisioned on your Flex project. To check, access the Flex Settings page in Console.

Scroll to the Flex Insights section to verify Insights is enabled.

Note: If Flex Insights is not enabled, please review Getting Started with Flex Insights (Twilio Docs).

Step 2: Is the browser supported?

Flex is at the moment supported on Chrome desktop browser.
Please verify that you are using Chrome, not in Incognito mode and that third-parties cookies are enabled.

Step 3: Is the user configured correctly?

In order for a user to access Flex Insights, they have to meet the following requirements:

  • User must be in the admin or supervisor role for Flex.
  • User must have the WFO roles, such as wfo.full_access
  • In addition to the required role attribute, users must have the mandatory attributes of email, and full_name.

For full details, see Flex Insights User Roles (Twilio Docs).

Notice: Please note that full_name should be composed of two words without a leading or trailing whitespace, both for SSO and Console users, both for SSO and Console users. If a console user is experiencing the problem, ask them to verify in User Settings that both their First Name and Last Name fields are populated.

Force re-provisioning

If the user has all the correct attributes, but still cannot access Insights, attempt to force a re-provisioning:

  1. Ask the user to logout from all Flex instances.
  2. Change the role in SSO to something different (e.g. from wfo.full_access to wfo.dashboard_viewer).
  3. Ask the user to log back in to Flex.

If the procedure is successful, you can repeat it again to change the role to the desired value.

Notice: Please be verify that the user is logged out from all Flex instances before changing the role.

Escalate to Twilio Support

If you have followed these steps, but continue to experiencing problems, please contact Twilio support and include the following information:

  • Account sid
  • Worker sid
  • Steps performed
Have more questions? Submit a request
Powered by Zendesk