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 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 Flex Insights Support Team at team-wfo@twilio.com.