Product changelog and announcements

Conversational Intelligence Public Key Encryption is now available to Twilio Enterprise Edition and Twilio Security Edition customers.

With this feature, you can ensure your Conversational Intelligence Transcripts and Language Operator Results are encrypted using your own public key, at the moment they are generated. Only you, the private key holder, can access the decrypted content.

You now have even greater control over your customers’ sensitive conversation data and operator insights, helping you to meet the highest security standards.

To learn more check out how to encrypt Conversational Intelligence Transcripts & Operator Results.

As of October 1, 2025 the Lookup Bulk is in Private Beta!

The Lookup Bulk API is now in Private Beta. Submit a file containing a list of phone numbers to run high-volume lookups in a single request, ideal for one-time or recurring contact list scrubs.

To request access, contact Twilio Sales for more information.

Session Window Computed Traits is available to all Unify+ and Engage customers. You can now define a session window duration (e.g., 30 minutes of inactivity) that determines when a session ends, and automatically reset the value of a computed trait when it does.

This enables traits that reflect behavior within the current session only, unlocking powerful session-scoped logic built on top of our real-time event pipeline.

What this means for you:
You can now build smarter, session-aware experiences without handling any session tracking logic yourself. A few examples:

• ⚠ Anomaly detection: Flag users with 10+ failed login attempts in a single session

• 🗺 Short-term personalization: Show banners for travel cards if viewed in the same session

• 💬 Support context: Surface recent session activity to support or sales agents

• 📍Routing: Direct users to different flows based on in-session actions

You’ll now have more precise targeting, smarter personalization, and richer context, all in real time.

We’re excited to announce the public beta of our Twilio Messaging destination, making it easier than ever to activate your SMS, MMS, RCS, Facebook Messenger, and WhatsApp messaging campaigns right within Segment!

With the Twilio Messaging destination, you can:

• ✅ Trigger messages in real time
  • Send personalized messages to customers based on events, audience updates, or journeys, like signup confirmations, abandoned cart nudges, or proactive support updates.
• ✅ Use your existing Twilio templates and compliance settings
  • Build and manage your Content Templates directly in Twilio, then trigger the right message at the right time using Segment. No duplicated workflows or extra integrations required.
• ✅ Personalize messages dynamically
  • Tailor each message with event data and user traits, like name, product details, or offer codes, to create truly relevant customer experiences.

How the Twilio Messaging destination helps your team

Your customers expect real-time communication on the channels they use most. This integration makes it easier to reach them quickly, without building custom pipelines or managing fragmented tools.

Whether you’re sending SMS, MMS, RCS, Facebook Messenger, or WhatsApp messages, Twilio Messaging combined with Segment helps you orchestrate personalized journeys and deliver timely touchpoints with confidence.

Try it today

The Twilio Messaging destination is now available in the Segment catalog for all customers in public beta. Check out the destination documentation to get started.

Journeys v2 and Linked Audiences Snowflake Destination is now available in Public Beta and available to all users on Engage Add-On plans!

Segment’s warehouse interoperability helps businesses unlock the full power of your customer data. Now you can write Linked Audiences and Journey steps to Snowflake warehouses. Linked Audiences write back to warehouse capability allowing you to fulfill your compliance audit requirements, QA audiences, and automate operational workflows that run on warehouses.

By writing Journey steps to warehouses, you’ll now see who lands in a particular step and when, test and debug campaigns, and analyze journey performance.

Twilio Frontline was built to help customer-facing teams stay connected on the go, whether that meant real estate agents closing deals from the field or healthcare workers checking in on patients. But as customer needs evolved, it became clear that a one-size-fits-all mobile solution couldn’t keep up with the demand for flexibility, deep integration, and control.

Frontline entered End of Sale on February 9, 2023, and since then, we’ve focused on helping teams transition to solutions that better fit their unique workflows. Building on that direction, we’re now officially retiring the product on September 30, 2026. The app will remain available to existing customers through that time, but is no longer under active development.

What customers can do next

We recommend taking a look at Twilio Flex for customizable contact center workflows, or one of these mobile-first partners:

• SpokePhone: Our preferred partner for most mobile-first use cases like sales, service, and field teams. SpokePhone has deep integration with the Twilio platform, supports Voice and all Conversations channels, offers robust call routing, transfers, and analytics, and works seamlessly alongside Flex deployments.

• Quo (previously OpenPhone): Best for teams that only need Voice, SMS, and MMS. Features include a collaborative team inbox, AI-powered call transcription and summaries, voicemail transcription, and automated SMS replies for faster customer response.

• Fastcall: Ideal for Salesforce-centric teams. Provides deep integration with Salesforce tools, supports Voice, SMS/MMS, and additional channels like WhatsApp, and includes AI-based conversational insights.

For support navigating options or finding the right fit, customers can connect with their Twilio Account Team or reach out to Sales.

Twilio is grateful for everything customers have built with Frontline, and is here to support thoughtful, seamless transitions as teams plan what’s next.

Here’s to what gets built next,

–Team Twilio

Flex helps businesses create tailored customer engagement experiences, no matter where their teams work. To extend that power beyond the desktop, we introduced Flex Mobile to keep teams connected and productive on-the-go.

During Flex Mobile’s time as a beta product, it became clear that no two organizations use the app in the same way, which is a testament to Flex itself—Flex’s core strength has always been its flexibility, which empowers you to shape customer experiences to fit your team’s unique needs.

As we listened to your feedback and observed how you used Flex Mobile, we saw that a single mobile app can’t capture the unique requirements of every organization. Rather than stretching one app to fit all use cases, we decided to do what Twilio does best: empower you with the tools, services, and trusted partners you need to build or choose the right mobile solution for your business. 

As a result, we’ve decided not to move Flex Mobile into General Availability. Flex Mobile will End of Sale (EOS) on September 30, 2025. After this date, the Flex Mobile app won’t be available to new users. If you’re already using Flex Mobile, rest assured that we’ll continue to support you throughout the transition period.

We haven't set a retirement date yet, but when we do, we’ll provide you with advance notice and the resources to help you make a smooth transition. Flex remains an important component of our long-term vision and we’re continuing to invest in Flex UI and APIs.

Customers looking for mobile alternatives are encouraged to explore:

• SpokePhone: Supports most mobile-first use cases like sales, service, and field teams. SpokePhone has deep integration with the Twilio platform, supports Voice and all Conversations channels, offers robust call routing, transfers, and analytics, and works seamlessly alongside Flex deployments.
• Quo (previously OpenPhone): Best for teams that only need Voice, SMS, and MMS. Features include a collaborative team inbox, AI-powered call transcription and summaries, voicemail transcription, and automated SMS replies for faster customer response.
• Fastcall: Ideal for Salesforce-centric teams. Fastcall provides deep integration with Salesforce tools, supports Voice, SMS/MMS, and additional channels like WhatsApp, and includes AI-based conversational insights.

We’re grateful for everything you’ve built with Flex Mobile, and we understand that change isn’t always easy. If you need guidance or support, we’re here to help you as you plan your next steps.

–Team Twilio

As of September 30, 2025, Conversational Intelligence for Voice channel and Real-Time Transcription for Video can now support healthcare use cases that contain protected health information (PHI) for organizations that are subject to the Health Insurance Portability and Accountability Act (HIPAA). Twilio will sign Business Associate Addendums (BAA) with covered entities and business associates for HIPAA Eligible Services.

Click here to learn more about how to build on Twilio for HIPAA compliance.

Voice PCI console settings simplified and retention policy extended for all new PCI accounts.

All self-service Twilio Messaging customers can instantly onboard to higher messages per second (MPS) capacity, for shortcode and toll-free traffic, through purchase of Traffic Optimization Engine(TOE) Pro in Console. To learn more about the TOE Pro self-serve options currently available in Console, navigate to the Subscriptions page here.