Twilio Changelog

As of March 17, 2025, ConversationRelay can now support healthcare use cases that contain protected health information (PHI) for organizations that are subject to the Health Insurance Portability and Accountability Act (HIPAA). Twilio will sign Business Associate Addendums (BAA) with covered entities and business associates for HIPAA Eligible Services.

As of March 17, 2025, Flex Webchat 3.x.x. can now support healthcare use cases that contain protected health information (PHI) for organizations that are subject to the Health Insurance Portability and Accountability Act (HIPAA). Twilio will sign Business Associate Addendums (BAA) with covered entities and business associates for HIPAA Eligible Services.

To learn more about how to build on Twilio for HIPAA compliance, see Architecting for HIPAA on Twilio.

We’re excited to announce that Flex Webchat 3.x.x is now generally available (GA). Webchat 3.x.x is a chat widget that you can embed on your website. The widget helps your customers chat with an agent without leaving your webpage. It’s natively integrated with Flex UI, built on Flex Conversations, and hosted by Twilio.

Webchat 3.x.x is simple to set up: you create a deployment key, connect it to a messaging address, and then copy the Flex-generated embed code to your website. Compared to other Flex Webchat options, Webchat 3.x.x also includes enhanced security. You can use the out-of-the-box configuration or customize your Webchat to request user information and gather context data before the start of a chat.

Our latest version, Webchat 3.2.0, was released on March 10, 2025. For information about updating from Webchat 2.x, see our Webchat migration guide. 

To learn more and get started, see the Webchat 3.x.x overview.

Easily verify if you can port-in your desired US local phone numbers to bring Voice and Messaging capabilities from your current carrier to Twilio.

Generative Custom Operators are a new class of Voice Intelligence Language Operators, backed by Generative AI, that support a broad range of sophisticated natural language analysis tasks with a high degree of accuracy. Generative Custom Operators are now available in public beta.

Generative Custom Operators allow you to provide natural language instructions describing what you want to understand from customer calls. These instructions are then fed to a Large Language Model (LLM) along with the call transcript to analyze the customer interaction and provide actionable results.

This feature significantly extends the flexibility, power, and accessibility of custom Language Operators to address a variety of conversational intelligence use cases. Examples include (but are not limited to):

• Call Scoring: Assign an overall score based on agent performance against customized criteria.
• Script Adherence: Evaluate whether agents stuck to the script and achieved their goals.
• Tailored Summaries: Generate call summaries in the format that best fits your business needs.
• Upsell Identification: Use the context of the call to identify high-likelihood upsell opportunities.
• Lead Qualification: Use buying signals to classify leads into categories like 'Hot' or 'Cold'. 

Support for Generative Custom Operators is now available both in the Voice Intelligence Console and via API. Advanced options are also available for JSON structured Operator results and providing training examples.

To start building with Generative Custom Operators for Voice Intelligence, including use case examples and best practices, please see our getting started guide.

SendGrid has implemented a change to correct behavior surrounding invalid email addresses. Previously, mail attempted to invalid email addresses (those without a properly formatted top level domain) were classified as Bounces. Changes implemented today will cause these events being classified as Drops with a reason of Invalid Address. Some customers may notice a slight decrease for Bounce events and increase for Drop events as a result. 

This change more accurately represents the reason the email could not be delivered, maintains better data integrity, and better supports expected feature behavior related to these classifications. Please reach out to our Support Team with any questions.

The new area code overlays below will be introduced in select regions between April and May 2025. While Twilio doesn’t control these rollouts, we’re here to keep you in the loop.

What You Need to Know:

• These overlays will introduce new area codes in regions where existing ones are running out of numbers.

• Twilio may not have numbers available in every affected region.
  
  

Starting April 15, 2025, Segment will enforce a Data Retention and Deletion Policy to align with industry best practices and enhance data governance. This update ensures efficient data management by implementing a structured deletion process for older event data. 

What’s Changing?

• Segment will introduce a rolling data deletion process, where historical event data beyond a defined retention period will be removed on an ongoing basis.

• Data deletion will occur in phases, starting with an initial cleanup followed by a continuous, automated process.

• Depending on customer tier, this policy applies to event data stored in Archives, Object, and/or Profile Data stores.

What You Need to Do

• Review your data needs and assess whether older data is critical for workflows.

• Plan ahead by identifying any necessary storage solutions outside of Segment for data that must be retained.

For additional details on our retention policy, visit our Segment Data Retention Policy Overview or reach out to your Segment account team.