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Set up your Segment space (Public Beta)

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Public Beta

Unified Profiles is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.

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Not a HIPAA Eligible Service or PCI Compliant

Unified Profiles is not a HIPAA Eligible Service or PCI compliant and should not be used in workflows that are subject to HIPAA or PCI.

Overview

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If you're creating a Personalized Virtual Agent, you'll use the onboarding wizard to set up Unified Profiles. View the Personalized Virtual Agent setup steps for more information.

A Segment workspace is your top-level Twilio Segment account. A Segment space is a container inside your Segment workspace that contains configuration of data sources, identifiers, and traits, and includes your customer profiles data.

Before you can use Unified Profiles, you must set up your Segment space.

Your Unified Profiles plan includes the option to create one limited Segment workspace and one Segment space.

The limited Segment workspace that is included with Unified Profiles has some limitations(link takes you to an external page) compared to a standalone business-tier Segment space.

If you set up a new limited Segment workspace to use with Unified Profiles, a Segment space is automatically created for you and connected with Unified Profiles.

To get started, decide whether to create a new limited Segment space or use an existing Segment space:

  • Set up a new limited Segment space: Choose this option if any of these scenarios apply:
    • You are not already a Segment customer.
    • You use Segment, but your product plan doesn't include Segment (and you don't want to upgrade your plan).
    • You have a Segment space, but you don't want to connect to that space.
  • Use an existing Segment space : Choose this option if you already have a business-tier Segment workspace and a Segment space, and you want to connect Twilio to that space. You can connect multiple business-tier Segment spaces.
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For setup help or to file a ticket, contact our support team(link takes you to an external page).

Set up a new limited Segment space

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This section is for setting up Unified Profiles with Flex. If you're setting up Unified Profiles with a Personalized Virtual Agent, visit the corresponding section to get started.

If you're using Unified Profiles with Flex, you can use the following steps to set up a new Segment space:

  1. From Twilio Console, navigate to Unified Profiles > Overview .
  2. Click Start with Flex .

  3. Under Flex > CustomerAI > Unified Profiles, click Create Unify space in Segment.

    Twilio creates a new Segment space for you and connects Unified Profiles to it.

  4. When your Segment space is ready, the page refreshes with information about your new connection and Segment space. Click Continue setup in Segment .
  5. Follow the steps in Create a Segment Workspace(link takes you to an external page) to finish setting up your Segment space. When you're done, return to the Flex > CustomerAI > Unified Profiles in Console.

Connect an existing Segment space

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This section is for setting up Unified Profiles with Flex. If you're setting up Unified Profiles with a Personalized Virtual Agent, visit the corresponding section to get started.

If you're using Unified Profiles with Flex, you can use the following steps to set up an existing Segment space:

  1. From Twilio Console, navigate to Unified Profiles > Overview .
  2. Click Start with Flex .

  3. Follow the steps in Connect an Existing Segment Workspace(link takes you to an external page) to finish connecting your Segment space to your Flex account.

    When you reach the step to connect your Segment space, and have gathered information from Segment, continue to the next step in this procedure.

  4. From Twilio Console, under Flex > CustomerAI > Unified Profiles , click Connect an existing Segment Unify space .

  5. On the Connect a Segment Unify space page:

    a. In the Connection friendly name field, enter the name that you want to use for this connection.

    b. Complete the rest of the fields on the page using the information that you noted from Segment.

    c. Select the checkbox indicating that you understand that the form creates a Twilio source in your Segment space and shares its write key with Twilio. This acknowledgement allows:

    • Flex to store contact center events on your Segment space.
    • Studio to update profiles with the Update Profile Traits Widget.
      d. Click Connect .

Set up Unified Profiles using the Personalized IVR onboarding wizard

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If you're creating a Personalized Virtual Agent, you can use Unified Profiles to connect customer profile information with a conversational virtual agent in Dialogflow. This will allow you to power personalized IVR experiences with customer data.

To get started with Unified Profiles:

  1. In the Twilio Console, navigate to Unified Profiles > Overview .
  2. Click Start with a personalized IVR .
  3. This will take you to the Personalized Virtual Agent onboarding wizard where you'll be able to set up a data-powered IVR:
    a. Connect your data.
    b. Set up a Dialogflow virtual agent or connect an existing one.
    c. Select phone numbers to use with your IVR.
    d. Map traits that your virtual agent can use during customer calls.
    e. Review and publish your live IVR Studio flow.

Once you've set up your Peronsonalized IVR flow, you can navigate to Unified Profiles > Manage to view and maintain your connection, identifiers, and traits in Unified Profiles.