Twilio Changelog

Agent Copilot (public beta) now has the ability to automatically identify the reasons behind customer inquiries with topics and subtopics as part of its automated wrap-up feature.

Create topics and subtopics if you need more granularity via your Twilio Console. Copilot automatically selects the most relevant topic and subtopic based on the customer's conversation. This feature is another step towards leveraging AI to improve agent handle time during wrap-up and enables deeper analysis of contact center interactions.

Upgrade to Flex UI 2.10 and view our docs to get started.

The Compliance Embeddable is a white-label React component designed to seamlessly integrate into an ISV's web application as an iframe. This product enables ISVs to securely collect compliance information from their customers and send it directly to Twilio, streamlining compliance and shortening customer’s time-to-market. For ISVs, the Compliance Embeddable serves as a great alternative to manually collecting information from customers, and requires less development work compared to integrating with the Twilio Toll-Free Verification APIs and building their own UI.

The Compliance Embeddable is offered for free and is now available in Public Beta. Please follow the instructions in Twilio Docs to get started.

We are excited to announce an enhancement to the Twilio Messaging Service that improves the delivery of multimedia content to destinations that do not support MMS. With the updated MMS Converter feature, Messaging Service can now select SMS-only capable senders when sending messages to destinations that convert MMS to SMS links.

Twilio is excited to announce support for TCR’s Campaign Connectivity Partner (CNP) Migration Tool. This enhancement allows Campaign Service Providers (CSPs) to seamlessly migrate directly registered TCR campaigns to Twilio from other messaging API providers without the need for re-registration.

Key Benefits:

• Reduced Disruptions: Campaigns remain active during the migration process, ensuring uninterrupted messaging.

• Simplified Transfers: A secondary CNP chain is created and transitions automatically to the primary chain once all approvals are finalized.

• Cost-Effective: Migration incurs only an $8 fee per campaign. 

For more information, visit our Help Article on Direct TCR Registration for Externally Registered Campaigns, and review our API documentation for the registration process.

<Connect><ConversationRelay> is a new TwiML noun and Service Provider Interface (SPI) for building genAI-powered virtual agents. ConversationRelay makes voice AI integrations straightforward, so you can focus on delivering the self-service experiences customers expect without diving into the complexities of voice technology. It combines low-latency speech-to-text and text-to-speech capabilities with human-like conversational pacing, orchestration, and seamless interruption handling through a websocket API. Bring your own large language model (LLM) and let Twilio take care of the rest. 

Check out the blog post to learn more. If you’re ready to dive right into code you can find the docs here. We can’t wait to see what you build!

RCS now offers the option to create visually engaging messages with images, video and audio content globally. When you send media messages through Messaging Services, Twilio will automatically deliver RCS media messages to compatible devices. Devices that cannot receive media via RCS will still receive MMS messages where supported or a link to the media. If you want to learn more about RCS and request access, you can do so here.

Twilio Programmable Voice now provides reference components to showcase integrated backend and frontend implementations for common Twilio Voice use cases. You can easily incorporate these components into your application to cut down on development time and get to market faster.

Check out the docs for more information, and please leave us any feedback you might have in the Twilio Voice JavaScript Reference Components GitHub repository. We can’t wait to see what you build!

UPDATE: This change is anticipated to be made on January 6th, 2025
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To improve the experience for purchasing long codes in the United Kingdom, we have added more digital verification capabilities to vet business registration information. 

Improved digital verification capabilities allow the following improvements to the Regulatory Compliance Policies for the United Kingdom:

- Documents are no longer required for Businesses that are not registered in the UK Companies House. Previously, documents were required when users selected “Other” or non-UK registration authorities such as EIN for US based companies. 

- Emergency Address is no longer required during RC Bundle creation. However, users placing outbound calls must still add their emergency address SID to their Phone Number(s) as part of Phone Number configuration. 

While the Regulation Resource API response will reflect these changes in requirements, for API integrations leveraging the v2 Regulatory Compliance API, documents and Emergency Addresses will still be accepted and can be used to assist verification.

The Twilio Programmable Voice iOS and Android SDKs (mobile) now each have a suite of “Preflight” APIs. Previously supported only on the Voice JS SDK, these new mobile diagnostics tools provide pre-call assessments of network stability, bandwidth, latency, jitter, MOS scores, and packet loss. This enables customers to enhance user experience by showing network warnings, prioritizing mobile data, or preventing calls on unreliable networks, ensuring more successful connections.

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!

On December 9, 2024 some traffic will begin to use Umatilla (us2) for conference mixing if the majority of participants are joining from the Umatilla (us2) edge location. On January 7, 2025 all conferences where the majority of participants join from the Umatilla (us2) edge location will be mixed there; Umatilla (us2) will also become selectable as a Programmable Voice Conference mixer region in TwiML and via API.