Objective
This article shows you how to enable customer highlights in Twilio Flex, so your agents see an automatically generated summary of what matters about the customer they are talking to instead of reading back through the history themselves.
Product
Twilio Flex
Environment
Twilio Console
Procedure
- In the Twilio Console, select Orchestration in the left sidebar.
- Select Flex, then AI features.
- Find Customer highlights and turn on automatic generation.
- Save your changes. The page then shows customer highlights as enabled.
Additional Information
Customer highlights is part of the Agent Copilot set of features, so it appears alongside Ask Copilot, suggested responses, and wrap-up notes on the same page.
Each customer highlights configuration has its own version. If highlights are not appearing as expected after a change, confirm on this page that the configuration you edited is the active one.
This content was generated by AI and reviewed, edited, and verified by a human.