Product changelog and announcements

The Real-time Queues View now offers four new metrics to better manage your contact center: average speed of answer (ASA), average handle time (AHT), missed invitations, and average abandon time. 

These new metrics are available in Flex UI 2.4.0 and later. For more details about this feature and other Flex UI updates, see the Flex UI Release Notes for v2.x.x.

Branded Calling is now available in Public Beta. Customers can create a Branded Calling Trust Product in the Twilio Trust Hub using the Trust Hub REST API and enable displaying of the Company Name in the caller ID for outbound calls made to cell phones. Customers need to onboard to Voice Integrity as a prerequisite to Branded Calling. 

If you are currently using Branded Calling, you will need to update the Branded Calling End User in code.

To learn more about Branded Calling, please check our docs. 

Read more about Branded Calling in this blog post.

We are excited to announce that Flex UI 2.4.0 is now available with new filters in the Real-time Queues View. 

In the Real-time Queues View, you can now filter your view to just the queues and metrics that you want to monitor. 

This release also includes a number of enhancements and bug fixes. For complete details, see the Flex UI Release Notes for v2.x.x.

Trait Activation is available to all users on Engage Foundations.

Use Trait Activation to configure sync payloads that you send from Engage Audiences to a Destination. Map traits from user profiles to Destinations, configure identifiers to sync, and choose a sync strategy that fits your use cases.

For more information visit Segment's Trait Activation documentation.

With Segment's new Journeys editing and versioning functionality, you can create, edit, and adapt complex, data-driven multi-channel journeys with ease. Journeys can now be edited even when they are live and published.

For more information, visit Segment's Journeys Edits and Versioning documentation.

You can now deliver personalized experiences where, when, and how your customers want with Push Notifications, sent right to your customers mobile devices. Push Notifications in Engage includes:

• Push Notifications Campaign Builders, allowing you to design and deliver Push Notifications directly within Engage

• Marketing Engagement Analytics, allowing you to understand the performance and ROI for every Push Notification you send

• Subscription Management, allowing you to manage the subscription statuses of your customers directly in the platform for each channel separately

• Click Behavior Options, allowing you to decide what your end user sees when they tap on the push notification on their mobile device

For more information, see Segment's Push Notifications documentation.

On October 23rd, 2023, certificate for the Osaka regional ingress edge for the REST API products (e.g. chat.osaka.*.twilio.com) will be renewed. The root, intermediate certificate (ICA) will be renewed, as well as the certificate serial number will be changed. Such updates are common practice and do not impact customers that are using Twilio's services unless you are pinning certificates or are managing them manually.

For customers who are pinning certificates or are managing them manually, please add these new certificates by October 23rd. You can use our test domain for testing which has the new certificate, you can follow the information mentioned on the official documentation.

The Trade Desk destination is now available in beta.

With this integration, you can push first-party user data from audiences created in Twilio Engage to The Trade Desk platform. This enables you to target your brand's first-party audiences more effectively. You have the ability to configure your delivery preferences within Segment, making the integration customizable.

By connecting Twilio Engage with The Trade Desk, you can leverage your Engage Audiences and send personally identifiable information (PII), such as email, directly to The Trade Desk. This enhances your ability to execute precise and impactful marketing campaigns.

To get started with the Trade Desk integration, see the public documentation.

Segment's integration with LiveRamp Audiences is now in beta.

This integration empowers companies and their partners to connect, control, and activate data, resulting in transformed customer experiences and more valuable business outcomes.

Learn more about the integration in Segment's LiveRamp Audiences Destination documentation.

Broadcasts let you send one-off promotional messages by SMS or email.

Targeted and personalized with the same level of real-time data sophistication used for advanced lifecycle marketing efforts, Broadcasts were built with SendGrid email and Twilio SMS functionality. Using one centralized platform, Broadcasts offer scalability and reliable deliverability.

With Broadcasts general availability, you can now send Broadcasts to subscription groups and view Broadcast actions and events in both recipients list and the customer profile.

For more information, visit Segment's Broadcasts documentation.