Additions and changes to the Twilio platform
This release Flex UI and WebChat UI upgrades Browser Notifications and Markdown to Generally Available. These features improve agent efficiency and customer experience for messaging interactions.
Markdown support allows agents to format Web Chat messages. This can improve the readability of longer messages. Using bold text, italics, or bulleted lists can create structure and emphasis in your agents' messages, and ensure that customers read and understand the message correctly.
Browser notifications help agents respond to tasks that require their attention in a timely manner and not miss any customer interaction when they are not focused on Flex.
To take advantage of these features, visit Flex settings to enable them for your account.
Other notable changes in Flex UI 1.26:
- Error reporting - Flex now reports on errors that are generated within the UI. This will help us continuously improve the quality of the application and get more insights into issues that need troubleshooting. To read more about ways to troubleshoot Flex UI, including how you can opt out of error reporting, visit our Flex docs.
- Transfer directory hidden filters - Now you can programmatically pre-filter the list of agents or queues in the transfer directory. Agents accessing the directory to initiate a call transfer will view and search only within the prefiltered subset. For example, you can choose to only display agents who are available. To learn more about Transfer directory hidden filters, visit our Flex docs.
The Plugins Dashboard now enables Flex admins to delete legacy builds of plugins that you have started migrating to the Plugins CLI. This step is necessary to complete a migration, and it ensures you can disable a plugin without accidentally serving the legacy build to your users. Legacy builds are plugins that were added to Twilio Assets prior to the Plugins CLI.
Super SIM now offers Distributed Internet Breakouts. Up until now, all traffic from/to an IoT device using Super SIM has been going through the Twilio Mobile Core instance deployed in Ashburn, USA. Twilio now has an additional location in Frankfurt to provide Internet breakout for Super SIM customers in Europe and Africa, with more locations to follow.
Using distributed breakout to the Internet is important to achieve low latency, which opens up new use cases such as adding real time voice/video communications to an IoT device. To make use of the breakout location in Frankfurt, Super SIM customers must configure “de1.super” as the APN (see Super SIM APN configuration). The existing default APN “super”, when used, results in traffic breaking out to the Internet via Twilio Mobile Core in Ashburn, USA.
If you are interested in using the Frankfurt Internet breakout location, please reach out to Twilio support.
Twilio has completed validation of the integration between Flex and Survey Dynamix. Survey Dynamix can capture feedback over post call voice IVR, outbound voice IVR, conversational SMS, Web SMS, email, and web surveys.
To learn more about Survey Dynamix’s capabilities and how to enable it for your application, visit our integration documentation.
The TwiML <Conference> noun and the Conference Create Participant API have been updated to provide a new
announcement status callback event. This event will be sent to the provided status callback URL when the announcement to a conference or a participant ends normally or fails due to a Twilio-internal error.
This allows developers to be informed when an announcement has completed and additional call processing instructions can be executed, or when an announcement has failed and a retry attempt is needed.
We are excited to announce that the Event Streams API is now in public beta.
Event Streams is a single API for delivering event data from multiple Twilio channels directly into your infrastructure, so that your Twilio data is easily accessible, automatically interpretable, complete, and accurate. Currently, events are available from Twilio Messaging, Voice Insights, and TaskRouter. Events can be delivered directly to a destination of your choice, starting with Amazon Kinesis and webhooks. We are actively adding events from more Twilio products and supporting more external destinations.
Check out our docs and start building with your Twilio event data through Event Streams.
You requested an ability to download Twilio data at scale so that you can easily support different business functions like fraud analytics, legal compliance needs, warehousing and business analytics based on this data. So, we created Twilio’s “Bulk Export” tool.The BulkExport API provides an efficient mechanism for retrieving all of your activity logs from the Twilio platform on an ongoing basis, or for one-off downloads. Using BulkExport, you can access daily or historical dumps of the previous day’s Messages, Calls, Conferences, or conference Participants, eliminating the need to iterate through the list resource one page at a time to download your record.
Changes since Beta launch are
- Addition of “EstimatedCompletionTime” and “QueuePosition’ parameters to help you determine when your job will complete
- Product hardening and enhanced security features (limit on per-day exports and export notifications for account owners/admins) to prevent data exfiltration in case an account takeover has happened.
This policy will not impact any active deployments at any point. This policy will only apply to users using the API, serverless toolkit or the new UI editor. This policy does not apply to Functions(Classic) and Assets(Classic).
This new policy will come into effect on May 30th, 2021. You can read more about this deletion policy here.
Twilio has completed validation of the integration between Flex and Virtual Hold Technologies (VHT). VHT creates a better customer experience by allowing customers to avoid waiting on hold. This allows contact centers with peaks and valleys in incoming traffic patterns to optimize their staffing levels.
As part of the integration, we have documented the steps required to set up this integration as well as two sample deployment scenarios.
To learn more about VHT’s capabilities and how to enable it for your application, visit our integration documentation.
You can now include a “view in browser” link in your Marketing Campaigns emails using the Weblink Substitution Tag.
The "view in browser" link points to an online version of your email, which will display your HTML as designed, protecting against potential email client rendering issues. This ensures recipients have a fallback to view your email, and provides them an option to share the email with friends using the link in addition to forwarding the email.
We have updated all Flex projects that use Automatic Updates to Flex UI 1.25.
This release of Flex UI introduces an improved troubleshooting experience for Flex UI users. Users of Flex UI will now be able to get error notifications via a Debugger UI and will be able to download a report with full error descriptions and logs. Flex UI developers will now be able to retrieve errors and logs programmatically to implement customized error monitoring and reporting. This Debugger UI is now in Pilot and can be enabled for your account on the Feature Settings Page.
To learn more about Flex UI troubleshooting, Debugger UI, and programmatic access to errors and logs, visit our Flex docs.
Other notable changes include
- Initial audio device check (previously in Pilot release) is now in GA and will be enabled by default for all accounts.
For a full changelog, visit the release notes for our client libraries:
Reminder: You can pin to individual versions of the Flex UI or manage your Automatic Updates within the Flex Admin UI.
You can now query for information about your calls in the Elastic SIP Trunking Call Log using the SIP Call ID found in your SIP network.
Video Log Analyzer API is now generally available.
This API allows developers to simplify troubleshooting and help identify commonalities in reported issues by programmatically retrieving critical metadata about Participant and Room behavior. The information provided includes: why a Participant left a Room, how the Room was ended, browser/operating system details, Participant error codes, and more.
Developers can now use the standard
If-Match HTTP headers when interacting with TaskRouter tasks. This allows developers to avoid conflicts when multiple systems are concurrently updating task attributes.
- When creating, updating or fetching a task in TaskRouter via the RestAPI, developers can now retrieve the version information for the task from the
ETagheader in the HTTP response.
- When updating a task via the RestAPI, developers can now provide the version information for the task in the
If-Matchheader of the HTTP request to make the request conditional upon a version match.
To learn more about the new feature and the Task resource, please refer to our documentation.
The new Get Contacts by Email endpoint allows you to retrieve one or more contacts by their email or alternate email addresses. This endpoint should be used when you know the email(s) you are searching for. If you need access to a larger set of contacts, please continue to use the export contacts functionality.
Product discovery and refinement are still in progress. We will keep providing service to the existing customers, but we won't be accepting new customers during Q2 and Q3. Stay tuned for the next Branded Calls update in Q3 2021.
Twilio will be discontinuing the Authy API’s Sandbox on September 30, 2021. This feature allows customers to run continuous integration tests against a mock Authy API. The rest of the Authy API product will continue working as-is.
You will only be affected if you are using the Sandbox in your own application or test suite.
For more information please read this article on how we are discontinuing the Sandbox.
In order to enhance security for all of our users, Twilio SendGrid now requires customers on all paid plans to use API Key authentication on all API requests and SMTP configurations. Customers must also enable Two-Factor Authentication (2FA) for all users, including teammates. Visit our docs for more information on Upgrading to API Keys and Enabling Two-Factor Authentication. If you did not receive notifications about this change please update your account email address.
The new Recording Rules API is now Generally Available. Previously, the video recording system would record all Room participants or none based on your initial decision. As such, it did not allow any changes to the recording while the Room was in progress until it was concluded.
Using the new Recording Rules API, you can programmatically introduce a set of rules which will give you more granular control over what you choose to record in every possible situation. You will be able to start and stop the recording of the Room tracks at any moment in time and as many times as you want. You will also be able to record either video, audio or both tracks from any of the participants in the Room.
Please visit the Recording Rules API documentation page to learn more about it, including code samples for making it easier for you to use.
Twilio Mobile Core now uses a set of fixed IP ranges for traffic originating from Super SIM enabled devices. This enables you to set up filters on your firewall to accept traffic only from these IP ranges, instead of accepting traffic from anywhere on the Internet. The following IP address ranges are used
Please refer to the documentation for more details.