Security and data
Sign-in
Floor Walker has no passwords of its own. People sign in to Flex as usual, with your Flex single sign-on, and every request Floor Walker receives carries the user's Flex session, which is checked with Twilio. When a user leaves your Flex, they lose access to Floor Walker too.
The few screens that run outside Flex (the reports and dialer consoles in a browser tab) also sign in with Flex.
Roles
Floor Walker uses the Flex roles of the signed-in user, and checks them on every request, not only in the screens.
| Access | Flex roles | Examples |
|---|---|---|
| Any signed-in user | agent, supervisor, admin | Customer panel, interactions, cases and tasks, translation, AI compose, dictation, recording controls, viewing boards, running reports |
| Supervisors | supervisor, admin | Calendars, editing wallboards and TV links, the supervisor console and its actions on agents, report settings and schedules |
| Administrators | admin | CRM page and settings, recordings and the recording policy, supervisor console settings, data exports |
Each product section describes its own permissions in detail.
Your data
- Where it is. Customer profiles, interactions, transcripts, AI analysis, recordings, campaigns and reports are kept by the Floor Walker service, in the environment you chose: our managed hosting or your own infrastructure. Data that belongs to Twilio (calls, conversations, TaskRouter) stays in your Twilio account.
- Encrypted in transit. All traffic between Flex, agents' computers, TVs, Twilio and the Floor Walker service is encrypted with TLS (HTTPS). The service's own components talk over a private network that never leaves the server, and connections to a separate database are encrypted too.
- Encrypted at rest. Customer profiles, interactions, transcripts, recordings, campaigns and reports are kept on encrypted storage, and recordings are also encrypted one by one as they are stored. Backups are encrypted before they leave the server. Encryption keys are kept separately from the data they protect. When Floor Walker runs in your own infrastructure, we set up the same encryption or use the encrypted storage your environment provides.
- Recordings. Screen and call recordings are kept in private storage. They can only be played through short-lived links issued to a signed-in user, and are deleted automatically after a retention period (90 days by default, adjustable).
- AI processing. Transcription, translation, AI compose, insights and Ask AI send the relevant conversation text or audio to the AI services configured for your installation. Each AI feature can be switched off or left out of your installation. Ask us for the current list of AI providers and their data terms.
Connections from Twilio
Twilio sends events (TaskRouter, Studio, call status) to Floor Walker for the wallboard, reports and dialer. These connections are protected by secret tokens or by Twilio's request signatures, and the tokens can be rotated.
Wallboard TVs
A TV shows boards through a TV link with its own key, without a Flex login. A link gives read-only access to the boards in its playlist and nothing else, and can be revoked from the wallboard editor at any time.
Audit
Actions supervisors take on agents from the supervisor console (changing activity, skills or capacity) are logged with who did what and when.
Demo data
The demo mode used for presentations is never switched on in a production environment. Demo records are marked and can be removed completely.
Questions
For a security questionnaire, a data processing agreement or details about a specific deployment, contact us at hello@floorwalker.dev.