Objective
This article shows you how to enable AI transfer summaries in Twilio Flex, so that when one agent transfers an interaction to another, the receiving agent gets a generated summary of what has happened so far rather than starting cold.
Product
Twilio Flex
Environment
Twilio Console
Procedure
- In the Twilio Console, select Orchestration in the left sidebar.
- Select Flex, then AI features.
- Find AI transfer summary and turn it on.
- Save your changes. The page then shows the transfer summary status as enabled.
Additional Information
- AI transfer summaries apply to transfers between agents in your contact center, so the benefit is largest for teams that escalate or hand off interactions frequently.
- This setting is listed with the other Agent Copilot features, so you can turn it on at the same time as wrap-up notes and customer highlights.
This content was generated by AI and reviewed, edited, and verified by a human.