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This article covers the Twilio Flex connector, which syncs Flex UI users through their TaskRouter workers. It’s a separate connector from the base Twilio integration.

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After this article

You will be able to connect Twilio Flex to Lumos to sync Flex UI users, track their last activity and entitlements, and deprovision users for offboarding and Access Reviews.

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Capabilities

Entitlements: Lumos reads two entitlement types per user. Account Type is given to every user and indicates the user represents a Twilio Flex UI user. Account Roles are the account’s Flex UI user roles, plus any additional roles passed in from an IdP as attributes when a user logs in via SSO (from the worker’s attributes.roles field). Last activity: for an inactive or offline Flex UI user (a worker whose activity_name is Offline or Unavailable), last activity is the worker’s date_status_changed value. If the user is active while data is syncing, last activity is the current sync time.

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Required plan and roles

  • Twilio plan: no plan is required. Even trial accounts can be connected.
  • API key type: Lumos only supports connecting with API keys from Twilio accounts, not subaccounts. Lumos also only supports Main API keys, not standard or restricted API keys.

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Read-only access vs provisioning

Is read-only possible? No. Lumos only supports Main API keys on Twilio accounts, not standard or restricted keys, so there’s no narrower credential available to limit the connection to read-only. What full provisioning requires. The same Main API key and Account SID used to connect. That credential is also what Lumos uses to delete the TaskRouter worker behind a Flex UI user during deprovisioning, so no separate credential is needed. Watch out for. Deprovisioning here deletes the underlying TaskRouter worker rather than suspending it. Unlike the base Twilio connector, there’s no reversible suspend action for Flex users.

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Instructions

Phase 1: Gather credentials in Twilio
  1. Log in to Twilio.
  2. On the Twilio homepage, use the account selector at the top left to select the account you want to connect.
  3. At the bottom of the accounts page, copy the Account SID. You’ll use this for the Account SID value in Lumos.
  4. At the top right, open the Account dropdown and go to API Keys & Tokens.
  5. Click Create API Key.
  6. Select Main in the Key Type dropdown. Lumos recommends giving the key an identifiable friendly name like “Lumos Main API Key.”
  7. Click Create. You’ll be redirected to a Copy Secret Key page.
  8. Copy the SID and the Secret. You’ll use the SID for the API Key SID value in Lumos and the Secret for the API Key Secret value in Lumos.
Phase 2: Connect in Lumos
  1. Find the Twilio Flex card in your Lumos integrations (reconnect an existing card or add a new one).
  2. Paste your Account SID into the Account SID field.
  3. Paste your API Key SID into the API Key SID field.
  4. Paste your API Key Secret into the API Key Secret field.
  5. Click Connect Twilio Flex.

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API Endpoints Used

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Troubleshooting

Connection fails during setup. Confirm you used an API key from a Twilio account (not a subaccount) and that it’s a Main API key, not a standard or restricted key. Re-check that the Account SID, API Key SID, and API Key Secret all match the values from Twilio.