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  • By Philip Borden
    Enable Customers to Skip Hold Times with VHT’s Mindful Callback for Twilio Flex Twilio Ecosystem Header

    Waiting on hold is something everyone fears when calling customer service. While hold music has definitely improved, the experience can be a painful first step before talking with an agent.

    With VHT’s Mindful Callback technology, you can now provide customers an option to avoid long wait times and get back to their daily lives.

    Automated callbacks re-engage customers with an agent when it reaches them in the queue. Customers get to choose to wait on hold, or take a callback. This enables you to turn hold time into free time and provides a huge benefit to your customers.

    Twilio has partnered with VHT, who invented callback technology 26 years ago, to design a validated integration for VHT Mindful Callback, that works as a natural extension of your Twilio Flex contact center. This integration enables virtual queueing during high volume periods, automates callback, and uses Twilio SIP URI to receive …

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  • By Phil Nash
    Introducing Firebase Extensions for Twilio Decorative header image "Firebase Extensions for Twilio. Integrate common Twilio use cases into your Firebase application"

    Building applications takes time, there's a lot of work in implementing, testing, debugging and shipping features. Things would be a lot quicker and easier if someone had already built your feature for you. That's what the Firebase team thought and it led them to build the Firebase Extensions platform.

    Firebase Extensions are pre-packaged solutions that you install into your Firebase application and that perform tasks when a defined event occurs in your app. The Firebase team publish their own extensions, like this one that resizes images or this one that triggers an email when you add a document to a Cloud Firestore collection (which, by the way, you can configure with your SendGrid credentials). Today we're introducing three new Firebase Extensions that bring the power of Twilio APIs to your Firebase application.

    New Twilio Extensions

    We're releasing three new extensions to the Firebase Extensions catalogue that will make it quicker …

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  • By David Worley
    Twilio Flex: Updates from SIGNAL 2021 Twilio Flex Updates from Signal 2021

    SIGNAL is Twilio’s annual customer and developer conference bringing together thousands of people with a common goal: to learn what’s new from Twilio and how to use it!

    This year was no different – other than it being almost entirely virtual. The exception was a few customers who participated in Day 0’s Creators Summit and a few who were lucky enough to watch the opening keynote live.

    I wanted to share some of the Flex updates we announced or talked about during the show. In this post, I’ll share:

    • An introduction to Flex One
    • More Flex product announcements
    • Flex customers that shared their stories
    • How the Flex platform supported SIGNAL attendees

    So What’s Flex One?

    Our mission is to be the world’s first digital contact center. Let’s face it, adding more than just voice in the contact center has traditionally been difficult to do. Legacy contact centers weren’t set …

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  • By Hiroto Masaki
    Twilio SIGNAL 2021 〜 基調講演の振り返り twilio-signal2021-10T-custDataEvts-jp

    SIGNAL 2021 カンファレンスのブログシリーズ、第2回目となります。

    前回、シリーズ 第1回目のブログ記事の中で、カンファレンスイベント全体に関する超速報をお伝えいたしました。今回はシリーズの第2回目として、初日に行われた基調講演についての振り返り(深堀り)を行います。

    先ず、今回のSIGNAL 2021を通しての大きなハイライトは、

    • 顧客エンゲージメントに関連する「データ」への意識
    • データを活用し「リアルタイム」に顧客エンゲージメントを図ること
    • 提供される顧客エンゲージメントを「パーソナライズ」が利いたものにすること




    Google Business Messages(本稿では以下GBMと略すことがあります)- Google Business Messagesは、Google検索やGoogle Map検索で企業・ブランドを検索すると、検索結果画面上のインタフェースでそのブランドのスタッフとチャットを行うことのできる機能です。弊社では、Twilio Conve …

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  • By Katie Kippenbrock
    Simple Patient Outreach and Engagement Using Twilio Patient Outreach HLS Solution Blueprint (1200 x 628 px).png

    A new CodeExchange app is now available for Healthcare and Life Sciences organizations! The app packs together the core components of a deployable prototype for SMS-based outreach.

    Check out the app here.

    This app is intended for prototyping and testing purposes only. Not for use in production environments!

    Twilio’s Healthcare and Life Sciences (HLS) team is focused on providing partnership and enablement to help you connect the dots between your business challenges, the buildable solutions that Twilio can offer, and a solution that works for you. We're working on a set of solution blueprints to support customers like you along your journey – from a nugget of an idea to successful, widespread adoption.

    Today, I’m excited to share our newest HLS solution blueprint, Patient Outreach! The Patient Outreach blueprint packs together the core components of a deployable prototype application for SMS-based outreach, and includes a set of accompanying technical …

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  • By Hiroto Masaki
    Twilio SIGNAL 2021 カンファレンスの超速報 twilio-signal2021-jp

    SIGNAL 2021 カンファレンスのブログシリーズを予定しており、今回はその<第1回>となります。

    世界中から50,000人以上が集う、年次カンファレンス「Twilio SIGNAL」が2021年10月21日〜22日(日本時間)に開催されました。当社主催の年次最大のイベントであり、顧客エンゲージメントをデザインする業務系の方々、そういったデザイナーを支えるデベロッパーの方々、またインハウスにデベロッパーが居ない場合に“支える”役割を担うパートナーの方にご参加いただきました。

    Twilio SIGNALは、二日間にわたって行われます。特別ゲスト講演、基調講演、ブレークアウト講演、ちょうどその間に位置付けられるスポットライト講演、またデベロッパーの皆さんを思いっきり意識した「SIGNAL TV」と呼ばれるTVチャネル形式のストリーミングセッション、そしてごく少数のお客様をお招きして前夜祭的に開催するクリエーターサミット等から構成されます。また多彩な登壇者をお迎えし、今年は例えば、ServiceNow社CEOのBill McDermott氏、マーベル映画「シャン・チー/テン・リングスの伝説​​」主演のSimu Liu​​氏、元米国大統領夫人Michelle Obama​​氏にお話しいただきました。

    基調講演では、お客様にご登壇・お話しいただくほか、当社から主要なプロダクト系のアナウンスを幾つもお届けいたしました。より網羅的なそして詳細なご報告は順次連載として投稿させていただきますが(@ ブログ日本語トップページ)、今回は3つのアナウンスを簡単にご紹介いたします。 …

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  • By Hiroto Masaki
    changelog 投稿内容のサマリ (2021年9月下旬の内容) changelog Sep-2021 2nd half JP

    /changelogサイトへの投稿内容を、こちら/blogサイトに抄訳版として定期的にまとめてご案内しております。製品アップデートの内容のご確認にお役立てください。■■ なお当抄訳版は、月2回を目安に運用しております。最新情報の取得につきましては、これまで通り、/changelogサイトの内容をRSSフィード経由あるいはTwitterチャネル経由でご確認ください。■■ 最後に、内容が正確であるよう努めますが、差異等があると判断される場合にはオリジナルの/changelogサイトの投稿を参考にするようお願いいたします。また記載の日付は米国時間帯ベースとなること、あらかじめご了承ください。

    Twilio MMS is now HIPAA Eligible

    2021年9月30日、フィルタ=Programmable Messaging、リリース=GA [オリジナルの英語投稿はこちら]


    Twilio MMS*が、ヘルスケア向けのアプリケーションにおいても安心してご利用いただけるようになりました。これは米国の「医療保険の携行性と責任に関する法律」(HIPAA) を意識した動きであり、保護対象保健情報(PHI)を扱うコミュニケーションをTwilioインフラ上で安心して行っていただけます。この一環として、HIPAA対象のTwilioプロダクトをスコープとしてビジネスアソシエイト契約 (BAA)に署名いたします。

    * ビデオやリッチテキスト等をコンテンツに含むSMS、国内ではリリースしておりません。

    HIPAA …

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  • By Vanessa Thompson
    What you Missed from Messaging at SIGNAL 2021 MESSAGING FOR A NEW ERA (1).png

    This blog post contains spoilers announced at SIGNAL, Twilio’s Developer and Customer conference. Watch the session which occured SIGNAL TV on Thursday October 21st, 10:00 PM Pacific or continue reading to hear what developer tools and features were announced.

    Yesterday, we announced Twilio MessagingX, one platform for the next decade of business messaging. We also shipped a ton of new features to power messaging in a trusted ecosystem with more ways to reach consumers than ever. Here’s the rundown of the biggest ships to help you reach more consumers with messaging.

    Engagement in a trusted ecosystem

    From the very beginning, our goal was to deal with the complexity of the carrier and telecommunications ecosystem head-on so that developers could do what they do best – innovate. There is no bigger shift in the US carrier ecosystem than the shift to the US A2P 10DLC routes – and we approached …

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  • By Twilio
    Win a Pair of Twilio Coding Gloves at SIGNAL 2021 Coding Gloves Giveaway SIGNAL 2021

    Twilio helps design and scale the ideal customer engagement experience for your application. And, in some instances, Twilio also helps clothe you – delivering high-quality swag along with communications at scale.

    Ever since our developer-CEO Jeff Lawson revealed a set of coding gloves at SIGNAL 2019, they've been the most-requested piece of Twilio swag. This year at SIGNAL 2021, our customer & developer conference, we're thrilled to announce that we're giving away 250 pairs of Twilio coding gloves.

    Coding gloves and Twilio

    During the keynote on Day 1 of SIGNAL in 2019, Twilio's Ben Stein introduced the world to Twilio's CLI... and Jeff introduced the world to his coding gloves.

    Jeff faced off against Darlene Volas while building a trio of Twilio applications – Darlene benefited from Twilio's CLI's advanced features and templates while Jeff coded up a new Twilio app from scratch.

    Jeff Lawson with his Twilio coding gloves at SIGNAL 2021

    Despite Jeff's cool coding gloves, …

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  • By Sean Coleman
    Build High Quality Video Experiences at Scale with Video Insights, Now in Public Beta Build High Quality Video Experiences at Scale with Video Insights, Now in Public Beta

    We’re thrilled to announce that Video Insights is now available in Public Beta!

    Video Insights brings self-service tooling to the Twilio Console to help you observe application usage and quality, discover trends across all your rooms and participants, and troubleshoot issues with ease, leading to higher quality video experiences for your customers, reduced churn, and increased confidence in scaling rapidly.

    Twilio strives to provide the best possible developer experience for our customers. This means providing a platform and a toolkit to build innovative video experiences and accelerate time-to-market, but it also means providing the tooling needed to scale your service quickly and reliably, and to do so without sacrificing the quality of experience for your customers. Greater transparency into usage and video call quality has been one of the biggest requests from our customers, and because we only succeed when our customers succeed, we’re excited to announce that Video Insights …

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