Add External Contact and Customer Phone Number to Flex Insights for Message and Chat Conversations

For chat-based conversations (SMS, WhatsApp, etc.), Flex Insights reports (empty value) for the External Contact and Customer Phone fields by default. However, these fields are automatically populated for voice-based conversations. This guide explains how to add phone numbers to Flex Insights for these messaging conversations.

Add attributes

To add this data to your Flex Insights reporting, you'll need to add specific attributes to a Flex Plugin, or 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:

Contact direction Attribute
Outbound task_attributes.from
Inbound task_attributes.to
Neither null

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:

Contact direction Value
Outbound task_attributes.to
Inbound task_attributes.from
Neither null

Addition help

If you need further assistance, please contact the Flex Insights Support Team at team-wfo@twilio.com.

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