Twilio Changelog

We’ve introduced a 14-day time limit for paused tasks in an agent’s inbox. This change applies to all supported Flex UI versions. In Twilio Console, you can reduce the default 14-day time limit for paused tasks so they are routed to a new agent or queue faster. 

Paused tasks created on February 19, 2025, or later will automatically time out after 14 days unless the agent resumes work before then. When a paused task times out, it’s returned to the queue. 

Beginning with Flex UI 2.11.0, paused tasks in an agent’s inbox show when they’ll be reassigned if they remain paused. This change enables agents to better manage their paused tasks. 

We’ve also added a new configuration option in Twilio Console for when an agent leaves a task. You can now choose to use custom routing when an agent leaves, or keep the default behavior of creating a new task. 

To learn more, see Configure the Leave and Pause options for email tasks. 

We’re excited to announce that Flex UI 2.11.0 is now available. This release includes:

• New metrics in Queue stats monitoring that enable you to monitor agent availability. 

• An update to the Teams view page to add the queue name to each task card for quick reference without an extra click.

• An update to Citrix SDK 4.0.2 to provide enhanced capabilities in Flex on Citrix VDI.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.11.0.

Starting March 31, 2025, all renewing US Short Codes (including those on auto-renewal) must complete Employer Identification Number (EIN) submission and brand vetting as part of an industry-wide update from the Cellular Telephone Industries Association (CTIA) and US Short Code Registry.

This requirement was originally announced in October 2024 for new short code campaigns and is now expanding to cover renewing short codes. Twilio worked with industry partners to extend the original compliance deadline from January 2025 to March 2025, giving you additional time to complete the process.

What’s Changing?

EIN submission and brand vetting is now required for all US short code renewals. There are no changes for short codes outside the US. If you don’t complete the following process, your short code may be suspended.

What You Need to Do

To ensure uninterrupted service, submit your EIN and brand details before your next short code renewal:

1. Gather your EIN and business information

   • Legal Company Name (must match IRS records exactly)

   • Legal Entity Type

   • Doing Business As (DBA), if applicable

   • Country of Registration

   • Company Website URL

   • Federal Tax ID (EIN)

   • Physical Address (must match IRS records)

   • Point of Contact Details (Full Name, Phone Number, Email)

2. Submit your EIN and brand information

   • Email the required details to sc@twilio.com to begin the vetting process.

3. Complete the aggregator vetting process

   • Once submitted, the aggregator (CTIA’s vetting partner) will send you a verification email with a PIN number to the designated point of contact.

   • This PIN number must be used within 7 days to complete verification.

Key Date to Remember:

• March 31, 2025 – Deadline for EIN submission and brand vetting required for all renewing short codes.

Next Steps

If you have one or more US Short Codes provisioned with Twilio, we recommend submitting your EIN and completing brand vetting as soon as possible to avoid service interruptions.

For more information, review the official CTIA guidelines and Twilio Short Code Onboarding Requirements.

TLDR;  New Speech Models and Providers, “Twilio Picks” Multi-Provider Resiliency in Speech Recognition Capabilities, now available in <Gather>!

We're announcing updates that improve the usability and accessibility of the Voice Insights-Call Insights and Subaccount dashboard experience in Twilio Console. Here's a detailed rundown of the updates

Call Insights Updates:

Call Insights Page Modernization: The Call Insights page has been revamped to enhance accessibility, providing a more user-friendly experience for all users.

Filter Section Relocation: The filter section now opens on the right side of the page, simplifying navigation and allowing for easier interaction and filter layering.

Improved Filter Functionality: Users can now update filters in any order, offering more flexibility and efficiency when tailoring their data views.

Subaccount Dashboard Enhancements:

Navigation Improvement: The Subaccount Dashboard link has been moved to the left-hand navigation menu for better accessibility and improved user experience.

UI Modernization: The Subaccount Dashboard has been modernized to align with the overall Twilio console experience, ensuring consistency and familiarity across the platform.

For more information, please refer to the Voice Insights reference docs.  

We are pleased to announce that the Twilio Functions and Assets product is now available in the EMEA region as part of our ongoing efforts towards regionalization. This expansion offers our EMEA customers, and those conducting business in EMEA, improved performance through decreased latency by routing traffic through our local data centers.

Key highlights:

• Regional isolation: Ensure adherence to data privacy laws by keeping processing and data storage confined to your selected region. Data will not be accessible from outside the chosen region, which is critical for meeting specific regulatory requirements.
• Reduced latency: By selecting a region closer to your user base, you can minimize data travel time, improving the user experience with faster request processing.

Functions and Assets, integral to Twilio's serverless suite—supporting Flex Plugins, Quick Deploy, several quickstart applications, Dev Phone, and enabling Studio flow customization—is now available in EMEA. Previously available only in NAMER, this expansion enhances our support for regional operations.

More detailed information on regional support can be found in the Twilio Docs: https://www.twilio.com/docs/global-infrastructure/regional-support-functions-assets

As we previously communicated, starting March 3, 2025, Twilio will rotate the end-user certificate and will update the list of supported cipher suites in all Twilio REST APIs. 

End-user Certificate Rotation

Only the end-user certificate will be renewed, as well as the certificate serial number. The root and intermediate certificates will remain the same. Such updates are common practice and do not impact customers that are using Twilio's services unless you are pinning certificates or are managing them manually. Customers using the official Twilio Helper Libraries should not experience any impact as they are designed to handle certificate rotations.

We highly discourage customers from pinning certificates as it exposes them to potential security risks and can cause downtimes for their services. Twilio customers using pinned certificates have a high probability of failed API Requests. These customers are advised to add the new certificates by March 3, 2025. 

Updates on the Cipher List

All our REST API endpoints will only support the cipher suites listed below. Support for any other cipher suite will be removed from that time:

Supported TLSv1.3 ciphers

• TLS_AES_128_GCM_SHA256

• TLS_AES_256_GCM_SHA384

• TLS_CHACHA20_POLY1305_SHA256

Supported ECDSA ciphers (TLSv1.2)

• ECDHE-ECDSA-AES128-GCM-SHA256

• ECDHE-ECDSA-AES128-SHA256

• ECDHE-ECDSA-AES256-GCM-SHA384

• ECDHE-ECDSA-CHACHA20-POLY1305

• ECDHE-ECDSA-AES256-SHA384

Supported RSA ciphers (TLSv1.2)

• ECDHE-RSA-AES128-GCM-SHA256

• ECDHE-RSA-AES128-SHA256

• ECDHE-RSA-AES256-GCM-SHA384

• ECDHE-RSA-CHACHA20-POLY1305

• ECDHE-RSA-AES256-SHA384

Customers are advised to check that their infrastructure supports at least one of these cipher suites. Customers running older operating systems or legacy network software may need to upgrade their systems to be compatible with these changes.

Test your configuration

The new security configuration is now available on the testing domain ( https://tls-test.twilio.com ). 

For more information on how to test the updated cipher list, we advise you to read https://help.twilio.com/articles/226478767-Monitoring-Updates-to-Twilio-REST-API-Security-Settings

You can now select permissions for Verify APIs while creating a Restricted API Key. The product already supports permissions for Messaging, Phone Numbers, Studio, Voice, Task Router, Monitor and Lookup APIs.

Restricted API Keys allow you to decide which Twilio API Resources an API Key can access, and which action(s) the API Key is allowed to take on those API Resources.

Twilio previously sent email communications that we plan to end of life (EOL) the WhatsApp Templates page in console at the end of Q1'2025. Customers will need migrate to Content Templates and change the way the way they send templates to use Content Sid and Content Variables instead of using the body parameter.

To further inform customers, from February 12, 2025 onwards, Twilio will start to publish warnings (63052) when customers use the Legacy WhatsApp Templates product to send templates. Templates sent will continue to be delivered until April 1, 2025 but the template matching logic using body will no longer work after that.

To learn more about the EOL process as a whole and how to migrate, please see this support article here.

Flex administrator pages that manage your Flex UI version (“Versions”) and turn on opt-in Flex features (“Features”) are migrating from Flex UI’s Administrator section into Flex Console. This continues the journey toward a unified Flex administrator experience in Flex Console. It also prevents administrators from being charged for logging in to Flex UI for administrative tasks.

These pages will remain available in parallel in Flex UI > Administrator until March 4, but we encourage Flex administrators to make sure they can access the pages in Flex Console ahead of this transition. You can find the pages in their new locations in Console:

• Flex > Manage > UI versions

• Flex > Manage > Opt-in features

If you experience any issues accessing these pages in Console, contact Twilio support as soon as possible.