Product changelog and announcements

TaskRouter routes tasks in priority order, starting with the highest priority. If multiple tasks have the same priority, it uses the task creation time to break the tie, sorting tasks from oldest to newest so that the oldest task is routed first. 

However, in some scenarios, the task creation time doesn't reflect the actual date and time that the customer interaction originally began, and the task is sorted lower than it should be. For example:

• A customer calls, waits for 20 minutes, and is offered a callback. The customer hangs up and a new task is created for the callback. The 20 minutes that the customer waited during the first call are not captured in the task creation time for the new task.

• A customer begins a conversation in one channel, such as chat, and switches to a different channel, such as a voice call. Moving to another channel creates a new task with a later task creation time, so the new task is prioritized lower.

To correct how these types of tasks are prioritized, you can now specify a "virtual start time," which is an optional parameter. When specified, virtual start time is used in place of the task creation time to determine where the task is sorted in the list. 

For example, if we added a virtual start time to the second task that was created in the callback example above, we could set it to match the time that the original task was created. That would enable the customer to keep their place in line for a callback.

For more information, see our documentation:

• Queue Ordering for a more detailed description of how virtual start time works, including examples

• VirtualStartTime on the Task Resource page for information about how to use this parameter

Functions Copilot lets you effortlessly create and refine functions using natural language prompts, streamlining the development of complex logic and code.

Functions Copilot is in Public Beta and available to all Segment users who have functions enabled for their workspace.

For more information, see Segment's Functions Copilot documentation.

As of June 28th, 2024, Real-Time Transcription is available in public beta. This feature offers a seamless way for you to receive and utilize voice call transcriptions in real-time, integrating effortlessly with your business logic for applications such as call center quality assurance and lead generation.

Real-Time Transcription is designed to enhance your voice communications by providing real-time insights and analytics from your calls.

Failed Brand Registrations can now be directly edited and retried through the Console. When a registration fails, the Console will display detailed error codes, allowing you to make necessary adjustments and resubmit seamlessly. Previously, editing Brand registrations was only possible through the API.

For a comprehensive list of Brand registration failures and guidance on addressing these issues, please visit our troubleshooting guide for 10DLC Brands.

Visit our Twilio Docs for more information on 10DLC Brand registration.

SendGrid Marketing Campaigns is now generally available as an event source within the Segment catalog.

This source is available to all users on Free, Team, or Business plans.

With this new source, you can send SendGrid Marketing Campaigns mail events to your warehouse or any Segment destination, as well as further enrich customer profiles.

For more information, see Segment's SendGrid Marketing Campaigns Source documentation.

The latest update to our SendGrid Marketing Campaigns product enables you set up native integrations with your Marketing Campaigns account, starting first with Segment. We have also added a new Marketing Campaigns Segment Event Source within the Segment catalog.

Consent enforcement in third party (Action and Classic) Reverse ETL Destinations is available to all users on the Business Tier plan.

This feature enables customers using Reverse ETL to enforce end-user consent preferences by routing end user data only to destination categories they have consented to share data with.

For more information, see the Consent in Reverse ETL documentation.

As of 17th of June, 2024, Voice Intelligence is generally available. Voice Intelligence is designed to enhance your voice communications by providing deep insights and analytics from your calls.

When using the Set Variables widget and Run Subflow widget, parameters are (by default) parsed as strings. Use the `parse as JSON object` option when you know a parameter will be a JSON object. This will allow the variable to be properly interpreted as a JSON object so you can reference its attributes within the Studio flow. 

The `parse as JSON object` option allows you to:

• Set or pass an existing JSON object and reference its members as variables.

• Set a literal JSON string (Liquid reference to a JSON string, or a mixture of JSON and Liquid) and access it as an object.