Twilio Flex Capabilities

After this article...

You'll understand the capabilities our Twilio Flex integration provides, and how Lumos interacts with the Twilio API.

View users

Lumos can retrieve a list of active Twilio Flex users for the account you use to connect the Twilio Flex Integration.

Twilio API endpoints:

• https://www.twilio.com/docs/taskrouter/api/workspace#list-all-workspaces (We use this endpoint to retrieve all the workspaces associated with the account used to connect to the Twilio Flex integration.)

• https://www.twilio.com/docs/taskrouter/api/worker#list-all-workers (We use this endpoint to retrieve all workers tied to all the workspaces associated with the account used to connect to the Twilio Flex integration. Each worker maps to a Twilio Flex UI User.)

View a user's last activity

In Lumos, the last activity for a Twilio Flex user represents the last time a Flex UI user had a change to its activity, if a Flex UI user is inactive or offline. If the Flex UI User is active while integration data is being synced, then the user's last activity is the last time Twilio Flex integration data was synced.

Twilio API endpoints:

• https://www.twilio.com/docs/taskrouter/api/worker#list-all-workers (We use this endpoint to retrieve these properties for each worker. If a worker is inactive and has an activity_name that is "Offline" or "Unavailable", we use the worker's date_status_changed field as last activity, but if the worker is active we use the current time as last activity.

View a user's entitlements

Lumos can retrieve the following user entitlements from Twilio.

• Account Type - This is an entitlement given to every user, indicating that the user’s information represents that of a Twilio Flex UI User.

• Account Roles - The account’s Flex UI user roles, as well as any additional user roles that have been passed in from an Idp as attributes when a user logs in via SSO.

Twilio API endpoints:

Account Roles: https://www.twilio.com/docs/usage/api/usage-record (We retrieve account roles from the attributes.roles field in a task router worker.)

Deprovision a user

In Lumos, deprovisioning a Twilio Flex user marks their Account Status as "Deprovisioned".

In Twilio Flex, this deletes the TaskRouter worker that represents the Flex UI User for the user who is being deprovisioned.

Twilio API endpoint: https://www.twilio.com/docs/taskrouter/api/worker#delete-a-worker-resource (We close a subaccount by making a DELETE request to the endpoint given in the documentation.)