For chat-based conversations (SMS, WhatsApp, etc.), using Programmable Chat (Legacy) addresses, Flex Insights reports (empty value) for the External Contact, Customer and Customer Phone fields by default. However, these fields are automatically populated for voice-based conversations and chat-based conversations using Flex Conversations addresses. Since Customers' geolocation attributes are attached to Customer Phone, they may also be empty (Region, Country, State, Area, Area Code and Geolocation).

This guide is intended to show how to populate these attributes for chat-based conversations when they are not populated by default.

Add attributes

To add this data to your Flex Insights reporting, you'll need to add specific attributes updating the task with a Flex Plugin or a function, or using the SendToFlex widget in the desired Messaging Twilio Studio flow(s).

For more information on how to update tasks, see Twilio Flex: Add Additional TaskRouter Data (Twilio Docs).

External Contact: For this field, the value should be equal to your call center's phone number. These are the attributes used for each contact type:

Customer Phone: For this field, the value should be equal to the customer's phone number. These are the attributes used for each contact type:

An example on how to update the Studio flow to add the attributes for incoming messages:

Addition help

If you need further assistance, please contact the Support Team.