Objective
This article shows you how to have Twilio Flex generate wrap-up notes automatically at the end of an interaction, and how to tune the summary length, languages, and delivery, so your agents spend less time writing up conversations.
Product
Twilio Flex
Environment
Twilio Console
Procedure
- In the Twilio Console, select Orchestration in the left sidebar.
- Select Flex, then AI features.
- Find Wrap-up notes and turn on automatic generation.
- Choose whether the wrap-up notes panel is shown to agents in the Flex UI, and whether sentiment is displayed alongside the summary.
- Choose whether wrap-up notes are generated for voice interactions as well as messaging conversations.
- Set the summary length you want for generated notes.
- To receive each generated summary in your own systems, enter a webhook URL and choose the HTTP method Twilio should use to call it.
- To generate notes in more than one language, turn on multi-language support and select the languages you want from the supported list.
- Save your changes.
Additional Information
- Wrap-up notes can be restricted to specific TaskRouter queues rather than all of them; see the article on choosing which queues can use Agent Copilot.
- The AI features area also shows how many disposition codes you have configured and how your topics are categorised, which is worth checking if generated notes are not being classified the way you expect.
- Only the languages Twilio lists as supported can be selected for multi-language wrap-up notes.
This content was generated by AI and reviewed, edited, and verified by a human.