Introduction
Jiminny offers seamless integration with Twilio Flex, a flexible cloud-based contact centre platform, enhancing your team's ability to capture and analyse conversations effortlessly. However, since Twilio Flex is a highly customisable platform, the integration process requires careful planning to ensure compatibility with your organisation's unique setup.
Key Integration Steps
1. Importing Twilio Flex Link from CRM: Jiminny can pull the Twilio Flex link directly from your CRM. If this link is not already available in your CRM, additional configuration will be necessary. Your Jiminny point of contact will help guide you through this process to ensure successful integration.
2. Preparing Users for Integration: Before integrating Twilio Flex with Jiminny, you’ll need to ensure all relevant users are imported into Jiminny and set to record. This step can be completed through various methods such as Single Sign-On (SSO), Okta, or bulk upload. This ensures that all the necessary team members are ready to use the integration from the start.
3. Sharing Twilio API Credentials: To facilitate the integration, you will need to provide your Jiminny point of contact with your Twilio API credentials. This will enable secure and efficient communication between Twilio Flex and Jiminny.
4. Leveraging Dual-Channel Recordings: Jiminny recommends using dual-channel recordings with Twilio Flex as it offers numerous advantages over single-channel (mono) recordings:
Improved Transcription Accuracy: Dual-channel recordings make it easier to analyse each participant's speech independently, improving transcription accuracy.
Enhanced Playback Quality: Dual-channel recordings ensure higher quality playback, making it easier to review conversations.
Important Considerations
Since Twilio Flex is a platform rather than a standard out-of-the-box dialer, the integration must be scoped out with your Jiminny point of contact and your internal IT team. This is crucial because each organisation’s Flex setup is different, and the integration process is not simply a toggle-on solution. Customisation and configuration may be necessary to ensure compatibility with your specific environment.
How to get started?
Coordinate with Jiminny and Your IT Team: Work closely with your Jiminny point of contact and internal IT team to plan and execute the integration.
Provide Necessary Credentials: Ensure that your Twilio API credentials are shared securely with your Jiminny contact.
Prepare for Recording Setup: Ensure that users are imported into Jiminny and set to record before the integration begins.
For more detailed guidance or support during the integration process, contact your Jiminny representative.