Install and set up

Setting up screen recording takes two steps: turning on the screen_recording feature in Flex, and installing the desktop app on each agent's computer.

Before you start

• Floor Walker is installed in your Flex account, and the agents' computers can reach the Floor Walker service over HTTPS. See Deployment.
• Agents use Flex at https://flex.twilio.com. The app only accepts connections from Flex.
• Each agent's computer runs Windows or macOS.

1. Turn on the feature in Flex

Screen recording is part of the Floor Walker Flex plugin and is configured under custom_data.features.screen_recording in the Flex configuration.

Key	Default	What it does
enabled	false	Turns the feature on.
api_url	set during installation	The address of the Floor Walker service. The plugin passes it to the desktop app.
auto_record_voice	true	Starts recording when an agent accepts a task. Despite the name it applies to all channels; use the recording policy to limit channels.
show_recording_tab	true	Adds a "Screen Recordings" tab to voice tasks.
allow_download	true	Shows the download button in that tab.
show_admin_view	true	Adds the "Recordings" and "CRM" pages to the side navigation for users with the Flex admin role.

The feature is on in a standard installation. See Agent Workspace configuration for how to change Flex configuration settings.

2. Get the installers

We provide the installers with each release:

• a Windows installer (.exe), and
• a macOS disk image (.dmg).

Everything the app needs is included; agents don't install anything else (apart from the audio driver described in Audio capture).

Windows SmartScreen and macOS Gatekeeper may warn on first launch if the installer isn't signed with a certificate your computers trust. Ask us about signed installers, or have IT approve the app before rolling it out.

3. Install on the agent's computer

Windows

1. Run the installer. You can choose the installation folder; a Start menu shortcut is created and the app starts when the installer finishes.
2. The app is named Flex Screen Recorder.

macOS

1. Open the .dmg and drag the app to Applications.
2. Start it. On first start, the app asks for the Screen Recording permission and offers to open System Settings at Privacy and Security, Screen Recording. Turn the app on there and restart it.

Audio capture

The recording includes system audio, and voice tasks also produce a separate audio file for transcription. Audio is read from a loopback device:

Platform	Device the app uses
Windows	The audio device virtual-audio-capturer (installed by the free "screen-capture-recorder" package)
macOS	The first audio input device. To capture system audio rather than the microphone, install a loopback driver (for example BlackHole) and make it that device.

The device names are built into the app. Test a recording on each type of agent computer before rollout; if the audio device can't be opened, the recording fails (see Troubleshooting).

4. Run the app

The app has to be running whenever the agent works in Flex. It does not add itself to the operating system's start-up items; add it there (or via your device management) if agents should not start it by hand.

• The app opens a small status window. Closing the window only hides it; the app keeps running in the system tray (menu bar on macOS).
• The tray menu has Show Window, the local connection address and Exit. The tray tooltip shows the current state, for example "Ready - Waiting for Flex", "Flex Connected", "Recording", "Recording Paused".
• The window shows the recording state, whether Flex is connected, upload progress and an activity log.

5. Connect to Flex

There is nothing to configure in the app. When the agent opens Flex, the plugin connects to the app through a local connection on the same computer (port 9876) and hands it the address of the Floor Walker service and the agent's Flex session.

The app acts as the signed-in agent, so recordings are always stored under that agent. If the connection drops, the plugin retries every 5 seconds, up to 10 times, and tries again when the agent accepts a task.

The status window also has a Configuration form used by support for testing without Flex; normally leave it alone.

Check the setup

1. Start the app, then open Flex.
2. In the app window, the Flex connection status changes to connected.
3. Accept a task. The header in Flex shows a red Recording status and the app window shows "Recording".
4. Complete the task. The app shows the upload finishing, and the recording appears in Flex under Recordings (for admins).

If the app isn't running when an agent accepts a task, Flex shows "Screen recording error: the screen recorder app is not running on this computer."

Recording policy

By default every accepted task is recorded, on every channel. Admins can narrow this in Flex: Recordings in the side navigation, then Settings, opens the Recording Settings drawer. Only users with the Flex admin role can save it. The settings apply to all agents within a minute.

Setting	Default	Effect
Enable selective recording	Off	While off, everything is recorded and the other settings are ignored.
Channels	Voice	Only tasks on the selected channels (Voice, Chat, SMS, Video) are recorded.
Queues	All queues	Only tasks in the selected queues are recorded.
Task attribute rules	None	Rules on task attributes: an attribute path in dot notation, an operator (Equals, Contains, Starts with, Ends with, Regex) and a value.
How rules combine	Match any rule (OR)	Or Match all rules (AND).
Record matching tasks only	Off	When on, a task that matches no attribute rule is not recorded. When off, rules don't exclude tasks.
Allow Agent Recording Opt-Out	Off	Shows agents a switch in the Flex header to turn recording off for their own sessions.

Checks run in this order: channel, then queue, then attribute rules.

The agent opt-out is stored in the agent's browser, per worker, and takes effect after the agent refreshes Flex. It does not follow the agent to another computer or browser.