Product changelog and announcements

Twilio Enterprise Knowledge is generally available. It enables agents to pull business context into conversations from unstructured sources such as knowledge bases, company policies, and documentation, helping them answer customer questions with greater accuracy and relevance.

Enhance your voice agents with Deepgram’s Flux model for better turn-taking and fewer interruptions. This update also introduces new TwiML attributes for precise conversation flow control and a dedicated suite of error codes for easier debugging.

TLDR: We are launching Voice Recording Configurations; resources for defining, applying, and managing call recording settings at scale. Voice Recording Configurations are available in GA in the us1 region.

• Simplify sending and build faster with a single shared API that is compatible with Android, iOS and web browsers 
• Automatically expire stale tokens instead of managing expiration webhooks and token state
• Send up to 10,000 notifications with a single API request and personalize those notifications for each recipient using Liquid
• Schedule notifications for a later time

This API also features shared primitives that make it easy to extend your use case across SMS/MMS, RCS and Email using the Bulk Messaging API and Twilio Email. Request access to the private beta to try it today!

Note that this API is expected to replace Twilio Notify. If you are a Twilio Notify customer, please indicate it in your request for faster access so you can start planning your migration.

The Bulk Messaging API is now in Public Beta, enabling product and engineering teams to message at scale. Key features and benefits include:

• Send up to 10,000 messages with a single API request over SMS/MMS and RCS, eliminating the need for custom queuing, rate limiting, and retry logic
  
• Personalize message text, images, rich content, and tags for each recipient using Liquid 
• Schedule bulk sends for a later time
• Send RCS rich content without templates, or continue using your existing Content Templates

This API also offers full JSON support, consistent versioning schemes, and shared primitives that work across Twilio Email and Push Notifications, enabling you to expand to multiple channels with fewer lines of code.

By providing multi-recipient sends, per-request controls and a durable API design, the Bulk Messaging API reduces implementation complexity and can accelerate time-to-scale for teams of all sizes. Check out our tutorial to get started now!

The new Twilio Console acts as a hub for all of your communication channels, sender compliance documentation, and billing. With smart recommendations, centralized compliance and brand information, and a simplified billing and account model, you can scale multi-channel experiences with less friction.

Conversation Orchestrator is now generally available, unlocking Twilio's Conversation Layer for customer interactions across channels. Conversation Orchestrator creates a unified view of customer conversations, whether they happen over Voice, SMS, WhatsApp, RCS, or Chat (via Conversations (classic) API). Conversation Orchestrator natively resolves Customer Particiapant addresses (e.g. phone numbers) to an Identity on the Profile in Conversation Memory. This foundation powers Conversation Intelligence, Conversation Memory, and Twilio Agent Connect with a complete picture of every customer interaction.

This release includes:

• Core conversation primitives: Conversations, Communications, and Participants resources provide the building blocks for representing any customer interaction, with full API support for creating, reading, updating, and managing conversation state
• Omnichannel support: One unified conversation model works across Voice, SMS, WhatsApp, RCS, and Chat, eliminating the need to stitch together data from separate channel silos
• Passive and Active ingestion: Choose how Conversations form and Communications flow into them. Ingest existing Twilio messaging and voice traffic automatically, or create conversations explicitly via API/TwiML when your application needs full control
• Intelligent conversation grouping: Configure how traffic groups into conversations, by:
  1. Customer Profile: Recognize the same Customer Participant across channels and devices. This is the default grouping.
  2. Participant Addresses: Omnichannel on same number/ address (ie sms and voice)
  3. Address and Channel: Every new channel makes a new Conversation
• Customer-centric identity: Customer Participants are automatically linked to persistent identities that follow them across channels. When adding Participants, they may be added using addresses or Profiles
• Conversations (classic) API compatibility: Bridge existing Conversations (classic) API services to Conversation Orchestrator, gaining access to Memory and Intelligence features while your application continues to work unchanged

Read the announcement blog post for the full story, or get started with the Conversation Orchestrator documentation.  

Email is now available as a native channel in the Twilio platform. Set up, configure, and try email from the Twilio console, using your existing Twilio account structure, API keys, procurement and billing.

Twilio Email includes:

• The Mail Send API

• Automated domain authentication

• Suppression management

• Email logs

• Subaccount management for segmenting email traffic

 

Coordinating email alongside other Twilio-powered actions such as the Bulk Messaging API has never been easier.

To get started, navigate to the Email section in the Twilio Console under products and services. For API integration, see the Twilio Email documentation.

Compliance Toolkit is now Generally Available for Twilio Programmable Messaging customers in the United States. 

Compliance Toolkit helps you automate regulatory compliance by embedding AI-powered safeguards directly into your messaging workflows. It proactively detects possible compliance violations, identifies high-risk recipients, and applies intelligent transmission controls to prevent issues before messages are sent.

Learn more about this feature and how to enable it in our documentation.