Deployment
Floor Walker is an add-on for Twilio Flex. Your agents and supervisors keep working in Flex; Floor Walker adds its screens to it and runs a service next to your Flex account that keeps customer data, recordings, calendars, campaigns and reports.
Where it runs
| Part | Where |
|---|---|
| Agent Workspace, supervisor console, wallboard editor, campaigns and reports in Flex | Inside your Twilio Flex, as a Flex plugin. Nothing to install in the agents' browsers. |
| Twilio-side functions (Studio, TaskRouter, messaging) | In your own Twilio account |
| The Floor Walker service (CRM, recordings, AI, dialer, wallboards, reports) | Hosted for you by us, or installed in your own cloud or on-premises |
| Screen Recorder | A desktop app on each agent's computer (Windows or macOS) |
| Wallboard TV | Any browser on the TV or a small computer next to it |
Hosting options
- Managed. We run the Floor Walker service for you in a dedicated environment, keep it updated and monitor it.
- Your infrastructure. Floor Walker can be installed in your own cloud account or data center, so customer data, recordings and reports never leave your environment. We install and update it with your IT team. Support is covered by a support agreement for your installation and needs remote access for our team; because your team controls the servers, the agreement sets its scope.
Both options offer the same features. Talk to us about which fits your security and compliance requirements.
What you need
- A Twilio Flex account, and a Flex administrator who can work with us during installation.
- Agents' computers that can reach the Floor Walker service over HTTPS. If you use screen recording, agents also need the Screen Recorder app.
- For the outbound dialer: phone numbers in your Twilio account and the consent and calling rules that apply to your campaigns. See Outbound Dialer.
- For wallboards: a TV with a browser. See Wallboard.
Getting started
- Installation. We install the Floor Walker plugin and functions in your Flex account and connect them to your Floor Walker service, managed or on your infrastructure.
- Turn on the products you bought. Each product is a feature switch in your Flex configuration; see Agent Workspace configuration.
- Give people access. Floor Walker uses the roles your users already have in Flex (agent, supervisor, admin). See Security.
- Roll out the Screen Recorder to agents' computers, if you use screen recording.
- Set up your contact center in Floor Walker's screens: business calendars, CRM custom fields, AI prompt templates, recording policy, wallboards, campaigns and report schedules.
Updates
New versions of the Flex plugin are released through Flex's own plugin versioning, so a release can be rolled back from the Twilio Console. Updates to the Floor Walker service are applied by us (managed) or together with your IT team (your infrastructure). The Screen Recorder is updated by installing the new version on agents' computers.
Demo environment
Floor Walker can run a simulated contact center: a busy wallboard, a running dialer campaign and a CRM full of demo customers, without placing real calls. Ask us for a demo on your own Flex.