Choose the traits to use (Public Beta)

Unified Profiles enables you to use customer traits to make important customer information easily available within Twilio. These details enable you to personalize IVR flows, virtual agent conversations, and allow contact center agents to personalize customer interactions while working more efficiently.

Before you configure traits in Unified Profiles, you must add them in your Segment workspace.

As the next step, choose traits from your Segment space you want to make available to Unified Profiles.

You can configure and review traits from Twilio Console. Navigate to Unified Profiles > Manage, then click the Traits tab.

You can include the following trait types:

• Custom traits: Traits that are stored in your data source, like address or shoe size.
• Computed traits : Calculations that are kept up-to-date over time, like total number of orders or lifetime revenue.
• Predictive traits : Predictions powered by AI and machine learning about the likelihood that users will perform any event tracked in Segment. For example, you can identify users who are very likely to purchase, refer a friend, or use a promo code, or predict a user's lifetime value.

By default, we suggest a small number of basic traits, including name, phone number, email, and language. To start using these traits, click Select trait key for that row and then select the trait key from your Segment workspace that matches the suggested trait. Note that you cannot change the display name for suggested traits.

These suggested traits give you a starting point of the traits that contact centers most commonly use. If any of these traits don't apply to your environment, click the three-dots icon for that row and select Remove suggested trait. If you change your mind later, you can add it back by clicking Add traits, searching for that trait, and adding it.

You can add as many traits as you want. Click Add traits, then select one or more trait keys from your Segment workspace. You can add multiple traits at once by selecting multiple checkboxes before clicking Add selected traits. After adding custom traits, update the Display name for each new trait in the list.