Installing the Twilio Flex integration

The integration between Mindful Feedback and Twilio Flex can be configured in just a few minutes. Use the guides in this section to install and configure the integration in your Twilio Flex environment.

Install the Twilio Flex Integration in Mindful Feedback

The first step is to install the Twilio Flex Integration via the Mindful Feedback UI.

Quick access: Settings > Customer Settings > Integrations tab > Twilio Flex

Screen capture of Twilio Flex tab

  1. Enter your Twilio Account SID and Auth Token (Found in Twilio Console at Account > API Keys & Tokens > Auth Tokens or in the Project Info section of the homepage).
  2. Click Install Flex Integration. This will take a few moments to complete.
Note:

The installation performs the following actions:

  • Creates a secure communication channel between Mindful Feedback and your Twilio Flex account
  • Installs a service (survey-dynamix-service) that includes the following functions and assets:
    • get-survey-response: Fetches previous survey responses from a customer to make differentiated routing decisions, present screenpop data, etc.
    • create-survey-interaction: Creates new survey interactions from Twilio studio (for example, to send a survey after IVR self-service)
    • redirect-to-survey: Moves the caller to the Inbound Voice IVR survey when the agent clicks Hang Up
    • send-task-to-sdx: Sends task data to Mindful Feedback for comparison against the configured survey mappings
    • Twilio Flex React Plugin: Provides the integrated real-time reporting dashboard

When the installation completes, you will see a message stating "Mindful Feedback is successfully integrated with Twilio Flex" on the screen, as well as additional options:

Screen capture of Twilio Flex tab with successful integration section highlighted

Confirm the Installation from the Twilio Functions Page

Before moving on, confirm the installation has successfully deployed all components of the Mindful Feedback service in your Twilio Console (Functions > Services). You should see a service named survey-dynamix-service with one item under Environments, four items under Functions, and one item under Assets as in the example below.

Screen capture of Twilio Console showing successful deployment