Twilio Changelog

Flex Insights Historical Reporting now enables users of Analytics Portal outside of Flex to drill down to conversations in their hosted or self hosted Flex. When users click on individual calls, chats and emails in Historical Reporting they will no longer be sent to a standalone web application outside of Flex.

The Conversation screen in Flex provides more features, supports programmability and is integrated with other Flex features. All future improvements will also be added only to Flex’s Conversation screen. The conversation screen outside of Flex is now deprecated and will not get any new improvements.

We encourage existing customers to set up their Flex instance domain so they take advantage of this new feature. To keep the user experience intact users in all existing accounts by default drill down to the legacy conversation screen. Users in newly created accounts by default drill down to hosted Flex.

For more information check our documentation.

We’re excited to announce that Twilio Frontline, the programmable sales engagement solution, is now Generally Available. Twilio Frontline is a mobile-first application designed for salespeople to build personalized digital relationships with clients over channels like SMS, MMS, WhatsApp, Voice, and Chat while maintaining security and compliance.

See our blog for more details, check out our interactive demo to see it in action, or head over to our docs to learn how you can get started.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.30.

This release of Flex UI includes Real-Time Queue Monitoring GA.This feature displays real-time metrics that are useful for managing queues during the day. We have added new default metrics - number of handled customers, number of abandoned customers, and SLA.

For more information check our documentation. Check how to enhance and customize queues monitoring programmatically.

For more details on this release, please visit the release notes for Flex UI.

Reminder: You can pin to individual versions of the Flex UI or manage your Automatic Updates within the Flex Admin UI.

The Flex Plugins CLI is now compatible with the latest version (version 3) of the Twilio CLI. This release also contains fixes to security vulnerabilities and minor bug fixes.

Upgrade your plugins to the latest version of the Flex Plugins CLI to leverage this feature.

Twilio has updated its Text-to-Speech offering adding support for new Amazon Polly Neural Voices. This release includes higher quality voices for the following languages: English (New Zealand) (en-NZ), English (South Africa) (en-ZA), English (US) (en-US), French (Canada) (fr-CA), French (France) (fr-FR), German (de-DE), Italian (it-IT), Japanese (ja-JP), Korean (ko-KR), and Spanish (European) (es-ES).

Try new enhanced voices in your IVR applications by selecting them in the Text-to-Speech section of the Twilio Console or by setting them in your TwiML <Say> attributes. For more information on the voices and on pricing, please visit Twilio Text-to-Speech docs.

Twilio has completed validation of the integration between Flex and Veridas Voice Biometrics digital authentication solution. Veridas allows agents to validate the identity of end users with 3 seconds of their voice in any language and assists with fraud prevention, processing data under strict data privacy standards.

To learn more about Veridas capabilities and how to enable it for your application, visit our integration documentation.

The Preflight API (runPreflight) provides JavaScript developers a way to test end-user connectivity with Twilio’s servers. It can be used as part of a waiting room, to detect issues prior to an end-user joining a Twilio Video Room, or as part of a troubleshooting page. For more information, check out the documentation.

Voice Insights Call Summary events sent to Event Streams have been updated. The new changes from v1 bring parity with the parameters returned by the Call Summary REST API, including created_time, queue_time, edge_location, queue_time, application info (such as app.name, app.version), and the trust object which includes verified_caller and branded_call details. If you are currently subscribed to one of the Call Summary event types, you will need to re-subscribe to consume the new version and receive the new fields that were added to v2.

The Conference Summary and Participant Summary from Conference Insights is now available via API. Both summary records return useful metadata about the conference and its performance. The Participant Summary API is the first post-conference API to provide access to participant data; previously participant information was only retrievable via API while a conference was in-progress. For more information see our docs.

The Conference Insights Dashboard provides an account-level view of conference and participant behavior. Conference Insights Dashboard data is generated by analyzing and aggregating Conference Summary and Participant Summary records, and can be used to detect changes in application behavior and surface opportunities for optimization. For more information see our docs.