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    Twilio Flex
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    Contents

    Twilio Flex

    • 1 minute read
    • Contributors
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    Article summary

    Connect to Twilio Flex to import telephony calls made with this provider.

    1. Ask your Twilio Flex admin for your Twilio Flex Username, Password, Platform ID, and Account number.

    2. Import users to Gong and set them to record before integrating Twilio Flex in Gong.

    3. Click Company settings > Data capture > Telephony systems.

    4. Click + Add telephony system.

    5. Select Twilio (Twilio Flex).

    6. In the Account Number field, enter your Twilio Flex account SID.

    7. In the API Keys field, enter your Twilio Flex API.

    8. In the Client Secret field, enter your Twilio Flex account SID.

    9. Click CONNECT.

    Dual channel recording

    Twilio Flex supports dual channel recording - enabling you to obtain a recording of your call with two distinct channels: a customer (caller) channel and an agent channel. To set up and enable dual channel recording, please refer to the Twilio Flex guide.

    Tip

    Gong recommends using dual channel recording as it offers many advantages over single-channel (mono) recordings:

    • Easier to analyze the content of a recording using transcription and keyword analysis

    • Vastly improved quality of the voice recording upon playback

    • Streamlines the call analysis process

    Supported dialer features

    This table lists how different features are supported. See Supported dialer features for more details of each feature.

    Feature

    Description

    Supported

    Additional call types

    In addition to regular calls, imports:  

    • Short calls (under 30 seconds)

    • Call attempts

    • Non-recorded calls

    No

    Call disposition

    Imports the call outcome

    No

    Purpose

    Imports the call purpose

    No

    Call direction

    Indicates whether the call is inbound or outbound

    Yes

    Import past calls

    When setting up the integration, automatically imports the last 90 days of calls

    Yes

    User matching

    The field in the call used to match the Gong user to the dialer user

    Email

    Speaker experience

    Indicates if the call is recorded using stereo or mono

    Stereo

    Must be connected through a CRM

    Some systems must be connected through a CRM in order to make a call

    No

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