Twilio Changelog

We are excited to announce that Flex UI 2.9.0 is now available. This release features the following additions and updates:

• We have certified that Flex UI works on Chromebooks, expanding your device options. 

• In Unified Profiles, your agents can now view customer interactions history information before any of your customer data sources are connected, immediately enabling them to provide more customized, efficient service.

Throughout Flex UI, you'll find a broad range of feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.9.0.

The Twilio Programmable Voice SDKs now offer the new Call Message Events: User-Defined Messages and User-Defined Message Subscription resources for application developers. This release, available now in GA on the latest major versions of Voice JS, iOS, Android, and React Native SDKs, supports relaying custom events to and from your backend to a registered Voice SDK Client on any active call - all within the Twilio platform. By leveraging the existing signaling connection, you no longer need to set up your own communication channel between your client-side and server-side applications. This unlocks a host of advanced use cases, including:

• Relaying (and taking action on) call progress events

• In-line text transcriptions

• Upgrading 2-party call to multi-party via Voice Conference

• Presenting valuable context in your application at the right time

Check out the docs for more information on how to use the new functionality in your application. We can’t wait to see what you build!

The Twilio STUN-TURN service, also known as the Network Traversal Service, charges according to the megabytes relayed by the Twilio TURN servers. This release introduces a more accurate approach for measuring the relayed megabytes of a TURN session. For additional details on how we calculate relayed megabytes, see our FAQ page here. 

In addition, effective 1 October 2024, the legacy volume based discounting model for pay-as-you-go Twilio STUN-TURN customers is being retired. There is no change to the list prices, which are documented here. Customers who have not already done so should reach out to their Twilio Account Executive or contact our sales team here to discuss available discounts. With this change we are providing increased transparency into how we charge for the Twilio STUN-TURN service.

We are adding the SHAKEN/STIR bundle by default upon approval of a Primary Customer Profile (PCP). This is being done for all the new PCPs. We will also backfill SHAKEN/STIR for all existing PCPs without SHAKEN/STIR bundles.

What is SHAKEN/STIR?

SHAKEN/STIR is a caller authentication framework meant to help restore trust by reducing fraudulent robocalls and illegal phone number spoofing. 

Why is this happening?

In a SHAKEN/STIR call the originating carrier (Twilio in this case) signs calls with different attestation levels based on knowing the caller and the caller's right to use a phone number. The three attestation level are Full Attestation (A), Partial Attestation (B), and Gateway Attestation (C):

• A means the Identity of the caller is known, and they have the right to use the callerId in the outgoing call to the PSTN.

• B means the Identity of the caller is known but Twilio does not know if they have the right to use the callerId.

• C means all others, including international calls

Carriers take this into consideration so the better your attestation, the better chance of your calls being answered.

What should you do?

A SHAKEN/STIR will now be in your account by default. However, you still should complete the SHAKEN/STIR process by assigning phone numbers in your account to the approved Primary Customer Profile. This associates a single identity with the phone number. Please review the SHAKEN/STIR documentation for more information.

We are updating the email address used for sending notifications and updates related to TrustHub products from verifymyaccount@twilio.com to trusthub-verify@twilio.com effective November 01, 2024.

All the TrustHub products will be impacted by this change including CNAM enrollment, Shaken/Stir enrollment, Business Profile request, Toll Free enrollment request, etc.

We will be using trusthub-verify@twilio.com for all the communication related to TrustHub products, You can leverage this email address to reach out to support or manage TrustHub bundles effective November 01, 2024.

Click Tracking Refinement for Link Shortening is a feature designed to help you gain a full understanding of your users’ engagement from the moment that you send a message all the way down to the individual click. For background, Apple’s and Google’s messaging applications support both automatic link previews (aka bot previews) as well as ‘Tap to load’ link preview functionality, which may lead to confusion around what is considered a real ‘click’, thereby blurring engagement analytics as a result. Twilio’s Link Shortening feature now supports bot preview distinction from human-generated clicks in its click events. This provides you with a highly accurate representation of click through rate (CTR) metrics as well as 100% confidence in the validity of click tracking data.    

Read our documentation to learn more about the feature. 

The Certificate Manager for Link Shortening is a feature designed to streamline certificate management tasks for users by delegating them to Twilio. By opting in, you can entrust Twilio with tasks such as requesting SSL certificates and handling subsequent certificate renewals to prevent any interruptions to HTTP traffic. Certificates are issued by LetsEncrypt, a widely used and trusted certificate authority. 

To further simplify onboarding and certificate management, you can also validate your DNS status independently, confirming successful domain and certificate setup.

Read our documentation to learn more about the feature. 

Twilio now supports Sole Proprietor registration for U.S. 10DLC messaging on campaigns registered directly with The Campaign Registry (TCR). If you are a customer who has registered directly with TCR as a CSP and wish to use those registrations for your message traffic with Twilio, you can request an exception to link your TCR-registered campaigns.

Externally registered Sole Proprietor use cases were previously unsupported.

For more information, check out our Help Article on Direct TCR Registration and the API documentation for guidance on the registration process.

Starting October 17, 2024, Twilio will introduce Authentication+, a new identity verification process for public brand registrations within A2P 10DLC. This step applies to new and existing public brands and is designed to prevent brand impersonation and protect against fraud, such as smishing and spoofing.

• New public brands will need to provide a brand representative email address during A2P 10DLC registration; this email must be from a domain associated with the public brand. Twilio’s registration facilitator, The Campaign Registry (TCR), will then send a Two-Factor Authentication (2FA) email to the brand representative. The representative will have 7 days to verify their identity by clicking the link in the email. Once verified, the brand will move to a VERIFIED state, and you can start registering new campaigns under the brand.
  
  

• Existing public brands in the VERIFIED or VETTED_VERIFIED state must also follow the Authentication+ step to register new campaigns. Active campaigns are not immediately impacted, but no new campaigns can be added until the brand representative email is provided and 2FA is completed.

If you don’t provide the required brand contact email and complete the 2FA process, you won’t be able to register new public brands or new campaigns for existing brands.

For more information, visit our updated documentation: Authentication+ Process for A2P 10DLC.