Configuration

The Agent Workspace is configured in the Flex configuration (the ui_attributes of your Flex account), under custom_data. Each feature has a block under custom_data.features and is off unless that block says enabled: true.

Features and their settings

Feature	Config block	On in a standard installation	Details
Customer CRM, cases and tasks, insights, screen recording	`screen_recording`	Yes	Customer CRM, Screen recording
Real-time translation	`conversation_translation`	Yes	Translation
AI compose	`ai_compose`	Yes	AI compose
Dictation	`speech_to_text`	Yes	Dictation
Business calendar	`business_calendar`	No	Business calendar

The CRM, interactions, cases, tasks and screen recording are one feature in the plugin (screen_recording): turning it off removes all of them.

A minimal block looks like this:

{
  "custom_data": {
    "features": {
      "screen_recording": {
        "enabled": true,
        "api_url": "https://floorwalker.example.com"
      },
      "conversation_translation": { "enabled": true },
      "ai_compose": { "enabled": true },
      "speech_to_text": { "enabled": true },
      "business_calendar": { "enabled": true }
    }
  }
}

Connecting to the Floor Walker service

custom_data.features.screen_recording.api_url holds the address of your Floor Walker service. It is set during installation; translation, AI compose and dictation use it too unless they have their own api_url. Don't change it unless we ask you to.

Every request carries the user's Flex session, which Floor Walker checks with Twilio. Users don't sign in separately.

Changing the configuration

The Flex configuration is set during installation. To change a setting later, ask us, or change it yourself with Twilio's Flex Configuration API (the ui_attributes of your Flex account). Users get the change when they reload Flex.

If you change settings yourself, tell us, so that the next Floor Walker update keeps your values.

Per-agent overrides

A worker attribute config_overrides with the same shape as custom_data is merged over the Flex configuration for that agent. Use it to try a feature on a few agents first:

{
  "config_overrides": {
    "features": {
      "business_calendar": { "enabled": true }
    }
  }
}

Other worker attributes the Agent Workspace reads:

Attribute	Used for
`language`	Interface language, for example `he-IL`. See Languages and right-to-left.
`translation_known_languages`	Languages the agent reads; set from the Translation settings drawer.
`stt_glossary`	Extra dictation vocabulary for the agent.

Settings kept outside the Flex configuration

Some settings are changed in Floor Walker's own screens and apply straight away, without touching the Flex configuration:

Setting	Where to change it
Which tasks are screen-recorded	Recordings, Settings
Contact-center translation languages	Translation settings drawer (admins)
Custom fields and prompt templates	CRM, Settings
Business calendars	Calendars

Roles

The plugin uses the Flex roles of the signed-in user:

Role	Gets
Any user	Customer panel, cases and tasks, translation, AI compose, dictation, recording controls
`supervisor`	Calendars
`admin`	Calendars, CRM page, CRM Settings, Recordings page and its settings, contact-center translation languages

The supervisor console, wallboard, dialer and reports have their own role rules; see their sections.

Features and their settings​

Connecting to the Floor Walker service​

Changing the configuration​

Per-agent overrides​

Settings kept outside the Flex configuration​

Roles​