Twilio Flex connector for Creatio allows you to effectively communicate with clients and colleagues and keep all communication history logged in one place.

Use cases:

• Call management – the connector allows Creatio users to make inbound and outbound calls using the Twilio Flex digital engagement center. During the call, an agent can access all information about the Contact, including the history of previous communications.

• Call Analytics – analyze the quality of communications with clients based on the number of call attempts and conversations, duration of calls, and more.

Key features:

• Make outgoing calls and accept incoming calls in Creatio
• Put a call on hold
• Blind transfer a call to another phone number
• Keep track of call analytics
• Manage call queues via Twilio interface
• Monitor and update agent statuses
• Identification of an agent by whom the transferred call was received

Supported basic features:

• Access an entire call history with a client

• Identify a Contact and Account by a phone number

Notes:

Call recordings are currently not available in Creatio. They can be accessed in your PBX as a part of built-in functionality or as a part of a Velvetel Pulse for Creatio.

To use this connector, you need an active Twilio subscription. The connector implements the intergation with Twilio TaskRouter technology, which is the backend for Twilio Flex product.

Coming soon features:

• Choose caller ID per call 
• Attended transfers