Connect to Twilio Flex to import telephony calls made with this provider.
Ask your Twilio Flex admin for your Twilio Flex Username, Password, Platform ID, and Account number.
Import users to Gong and set them to record before integrating Twilio Flex in Gong.
Click Company settings > Data capture > Telephony systems.
Click + Add telephony system.
Select Twilio (Twilio Flex).
In the Account Number field, enter your Twilio Flex account SID.
In the API Keys field, enter your Twilio Flex API.
In the Client Secret field, enter your Twilio Flex account SID.
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:
| 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 | |
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 |