Twilio Changelog

TaskRouter now enables you to route tasks directly to a specific worker or task queue. This can be helpful when: 

• A customer only wants to speak to one specific worker.

• A customer sends an email with a technical question the worker who received it is unable to answer. However, the worker knows a specific worker or task queue who can help that customer. 

• You need to route tasks based on additional criteria beyond what is supported in TaskRouter’s workflows. For example, this can be helpful when you want to check task queue depth and route to a different task queue based on wait times.

To route a task to a person, task queue, or workflow, specify the worker, task queue, or workflow in the RoutingTarget parameter. 

If you want to make sure that you don’t route a task to a worker who doesn’t currently have capacity, set the new IgnoreCapacity parameter to false. This parameter only applies when routing a task to a worker; it does not apply when routing to a task queue or workflow. 

By default, the IgnoreCapacity parameter is set to true when routing to a worker, meaning that the worker will receive the task even if they don’t have capacity. For example, a customer who calls to speak to a specific worker can be routed to that person and leave a voicemail if they’re not available, rather than be routed to a different worker.

For more information about routing tasks, see our Task Resource documentation.

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

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.

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. 

New subscriptions to Voice Intelligence Event Streams Types will be restricted. The following Event Types are impacted:

• com.twilio.engagement-intelligence.transcript.finished
• com.twilio.engagement-intelligence.transcript.operators.results-available

Several countries and networks require registration for Alphanumeric Sender ID, Phone Numbers, or Short Codes. When you have registered a Sender with Twilio, we automatically override the value provided in the "From" parameter with your registered Sender on any messages sent to that destination.