Product changelog and announcements

Unify space deletion is now available to all Business Tier users. With this feature, Workspace Owners can trigger the deletion of a Unify space. These deletion requests can be canceled within 5 days of making the request. For more information, see our account deletion documentation.

We’re excited to announce that Flex is now compatible with Windows 365 Cloud PCs. If your agents use Windows 365 Cloud PCs as their virtual machines, they can now use Flex UI in that environment while maintaining optimal call quality. 

To use Flex on Windows 365 Cloud PCs, you must use Flex UI version 2.10.1 or later. 

For complete details, see our Flex on Windows 365 Cloud PC documentation.

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

Linked Events sync scheduling has been enhanced to increase flexibility and efficiency for data engineers.

• Consistent Sync Setup: Configure Linked Events sync schedules directly in the Entities Detail or Data Graph screens, ensuring alignment with rETL workflows.
• Manual Syncs: Trigger syncs on demand, eliminating wait times during testing.
• Interval-Based Scheduling: Set up syncs at predefined intervals: 15 min, 30 min, 1 hour, 2 hours, 4 hours, 6 hours, 8 hours, 12 hours, or 1 day—matching rETL options.

The new Linked Events sync scheduling streamlines sync management, improving efficiency and control. Learn more about configuring the sync schedule by visiting the Segment documentation.

Event-Triggered Journeys are now available in Public Beta to all Twilio Engage users. This feature unlocks new transactional and abandonment use cases to enable faster, personalized campaigns. For more information, visit the Event-Triggered Journeys Documentation.