Flex admins and supervisors can now monitor live messaging conversations while managing their agents. The Flex Teams View provides a real-time transcript for any of Flex's messaging channels, like SMS, WhatsApp, or Facebook Messenger.
Learn more about supervisor capabilities and Teams View programmability in our Monitoring Agent Activity guide.
Twilio Video Compositions now supports Bulk Deletion in the Twilio Console. This capability provides customers a much simpler way to delete large sets of Video Compositions compared to the previous process of individual Video Composition deletions.
Twilio's Programmable Voice platform for HTTP callbacks (webhooks) has been enhanced to allow you to easily override our default connection settings on a per request basis, giving you simple and flexible control of callbacks to your server/applications.
Twilio uses HTTP callbacks (webhooks) to let your application know when events happen, such as receiving an incoming phone call. When the event occurs, Twilio makes an HTTP request (usually a POST or a GET) to the URL you configured for the webhook. Twilio has implemented the override as a URL extension in the form of "fragments" that can be added to the standard HTTP webhook URL on a per request basis.
The Connection Override parameters allow you to specify:
- Longer timeouts to better support intermittent network issues between Twilio and your server/application.
- Shorter timeouts to speed up failover (to fallback URL) in the case of an outage on your server/application.
- HTTP callback connection retries on failures/timeouts.
- The egress Twilio Edge Location for your HTTP callback
- The total timeout limit for all of the retries to complete your request.
- The use of Server Name Indication (SNI), if your server/application requires SNI to ensure a proper TLS handshake for all attempts.
For details please refer to our user documentation.
Twilio Video Recordings, previously in Public Beta, is now Generally Available. Video Recordings allows you to flexibly record any of your Twilio Video Group Room interactions, with separate recording files for each audio and video track of all Room participants. Our API and pricing has not changed with the GA release.
As part of the GA release, we are introducing Video Recordings bulk deletion capabilities in the Twilio Console. This allows you to delete a large set of Video Recordings at once instead of deleting them one-by-one.
Flex now includes an experimental dialpad, enabling your contact center agents to make outbound calls to customers, add internal employees or external numbers to a call, and send DTMF tones to connected calls. Enable the feature under the Experimental Features section in the Flex Admin UI.
Learn more about the Dialpad and Experimental Features within our End User Guide.
Advanced Opt-Out gives customers granular control over the end-to-end compliance experience for their customers and users. Customers can now customize opt-in, opt-out, help keywords, and confirmation messages on a global basis with per-country or per-language overrides all within the console.
Outbound Programmable Fax is now Generally Available. Customers can build production applications to send faxes at scale using a simple and reliable REST API. Inbound Programmable Fax (receiving faxes) will remain a beta product. Learn more here.
Voice JS 1.8 GA
Media reconnection states and events: With this API, auto reconnect is attempted if a network disruption occurs.
New Region:de1-ix is now available in the list of regions
New Error Object: Errors emitted through Device.on(‘error’) and Connection.on(‘error’) now contain a new twilioError parameter which provides more details about the error.
For more information click [here]
The Differentiated Services Code Point (DSCP) Tagging API allows you to mark the audio packets with Expedited Forwarding (EF) for the purposes of improved packet routing. This behavior is enabled by default. When enabled, supporting networks will prioritize audio packet delivery for improved audio quality.
This release is available here: [Bintray]
The Differentiated Services Code Point (DSCP) Tagging API allows you to mark the audio packets with Expedited Forwarding (EF) for the purposes of prioritised packet routing. This behavior is enabled by default. When enabled, supporting networks will prioritize audio packet delivery for improved audio quality.
This Flex UI release adds the AudioPlayerManager API, which makes it easier to add sound playback. For example, you can use the AudioPlayerManager API to add audio notifications to events that you don’t want your agents to miss.
Other notable changes in this release include:
- - Support for setting chat orchestrations per task
- - Ability to send DTMF tones in the call
- - Ability to add/replace/remove action buttons in the IncomingTaskCanvas component
- - Team View performance improvements
For a full changelog, visit the Flex UI release notes.
For our international customers, we will support billing in the following local currencies: GBP and JPY. When new accounts are created on www.twilio.com by customes from UK and Japan, based on the phone number provided for user verification, the country code of that phone number will be utilized to assign a local billing currency as opposed to US Dollar. This will allow you to see your Twilio usage in your local currency and also make payments in your local currency.
The new Call Recording Studio widget allows you to toggle the recording of voice calls handled by Studio. The widget exposes all of the functionality of Programmable Voice's call recording, including recording channel management, status callbacks, and trim control via our drag-and-drop interface.
To learn more, visit the documentation on the Call Recording widget, or try it out in Studio.
To protect you against account compromise, we integrated with GitHub Token Scanning to send you an email security alert if we detect that your Account SID and Auth Token have been committed to a public repository on GitHub. With fraudsters and hackers scanning the internet for API keys, it is important to store your Twilio credentials securely and mitigate unauthorized access to your account.
To learn more about this feature, please check out the blog post.
Twilio Interconnect has been expanded with a new Interconnect Exchange Installation in Frankfurt, Germany.
The new exchange provides customers with connectivity via cross connect, VPN, Bring-Your-Own-MPLS, and the Equinix Cloud Exchange with initial product support for Elastic SIP Trunking, SIP Interface and Voice WebRTC.
Twilio now has two Interconnect Exchanges in Europe, one in Frankfurt and one in London. This allows European customers to set up redundant interconnects from their networks to Twilio adding an additional layer or resiliency while benefiting from the security and consistency of a dedicated interconnect.
You can now retrieve the custom parameters set in your TwiML application from TVOCancelledCallInvite. With this addition, you can for example, display a missed call notification with the caller’s display name retrieved from the TVOCancelledCallInvite custom parameters.
For more information, refer to the API docs
The Flex Plugin Builder v3 is now in Beta. This release enables you to build and deploy your plugins directly from the CLI by leveraging the Functions & Assets API. You can integrate the release of your hosted Flex plugins within a CI/CD pipeline.
To opt into the newest version, check our upgrade guide for using the Plugin Builder.
To help you manage two-way communication with your customers, today we released a new API called Twilio Conversations. Using Conversations, it's easy and quick to build cross-channel messaging applications: SMS to WhatsApp, SMS to Chat, or any other combination. Twilio even exchanges Media for you automatically — no need for webhooks!
Conversations is open to anyone with a Twilio Account. Head over to the documentation to learn more and give it a try.
Voice Insights is now Generally Available. Voice Insights provides powerful data aggregation tools and detailed summaries to help understand call behavior in Twilio Console. The Insights Dashboard enables you to troubleshoot with precision, identify emerging issues, and understand call behavior trends. The call summary exposes call properties such as the carriers of the caller and callee, the SIP response, and whether or not quality impacting transport degradation was detected. These features are now included with every voice minute placed on the Twilio platform. Learn about Voice Insights by checking out our docs.
Additional advanced features are available in Console for $0.0025 per minute. Metrics provide time-series representation of call data and Events list call progress and Voice SDK state changes. You can enable Voice Insights advanced features here.
Please note - we will continue to maintain the preview API for Client call data until March 1, 2020. At that time we will cease responding to requests to any of the preview endpoints.
The new Media Streams API gives you access to the raw audio stream of your Programmable Voice calls by forking the audio stream in real-time and sending it to a destination of your choosing using websockets. Media Streams can be used for use cases such as real-time transcriptions, sentiment analysis, voice authentication, and more by sending the forked audio stream to your own application or a third-party service such as Google Cloud Speech-to-Text, Amazon Lex, or Gridspace Sift.
Autopilot is now Generally Available. Autopilot lets you build, train and deploy AI-powered bots on any communications channel that can interface seamlessly with contact center platforms like Twilio Flex.
The following features are now available in the GA release: pre-built bot templates, speech recognition optimization, new training interface in Console, event webhooks, Simulator to test and troubleshoot your bots, and Custom Channel to let you build bots on custom-built or 3rd-party chat platforms. Learn more here.
Using the new Zendesk CTI Flex integration, teams using Zendesk as their ticketing system can now interact with their customers across multiple communication channels and focus on solving customer issues instead of administering their account, by letting Flex take care of the ticket housekeeping, right from within the Zendesk UI.
This integration is Generally Available starting today and supports the following: search and screenpop, interaction logging, context switching, chat transcription, voice recording, and click to dial (beta).
You can add Flex to your Zendesk Support Domain by following the documentation here.
Email Validation API Beta
Our real-time Email Validation API helps protect your sending reputation by validating email addresses before you send to them. Use detailed results from our machine learning-powered, mailbox provider-friendly API to alert subscribers of possible typos while they’re still in the signup form and protect your sending reputation by decreasing the risk of your email bouncing. Currently available for free to Pro and Premier Email API plans while in Beta. Learn more about this announcement, how to use it, and the future pricing.
Our new serverless REST API makes it easy to deploy code to Twilio Functions, our serverless code execution environment, and Twilio Assets, our static file hosting service. This new API allows code written in NodeJS and static asset files to be created locally and deployed to the Twilio Serverless environment. The REST API can be used directly with the Twilio helper libraries, or via the Twilio CLI and the Twilio Serverless Toolkit.
Existing Functions and Assets are incompatible with the new API, but they will remain accessible via the web Console as they are today.
To find out more and get started with the new API, visit the new Runtime section of the Twilio docs.
The Twilio Command Line Interface (CLI) is a new open-source tool to unleash all the power of Twilio from the command line. All of Twilio's REST APIs are supported. The CLI makes it easy to do common tasks like purchase and manage phone numbers, view your SMS and call logs, view Debugger logs, and much more. Visit the docs here to get started.
The Dominant Speaker Detection API sends events to your application every time the dominant speaker changes. You can use those events to improve the end user's experience by, for example, highlighting which participant is talking.
The Dominant Speaker Detection API is only available for Group Rooms. To enable dominant speaker detection, set the ConnectOptions.dominantSpeakerEnabled property to true. Use Room.getDominantSpeaker() to determine the current dominant speaker. Implement Room.Listener.onDominantSpeakerChanged() method to receive callbacks when the dominant speaker changes.
This release is available here
You can now retrieve the custom parameters set in your TwiML application from CancelledCallInvite. With this addition, you can for example, display a missed call notification with the caller’s display name retrieved from the CancelledCallInvite custom parameters.
For more information, refer to the API docs
This release is available here
Twilio has shipped new Reseller Tools in Admin Center that will allow partners to provision customers. Customers provisioned via this tool will be linked together in a single invoice for a partner to manage. This capability is only available for partners with Reseller Tools enabled.
A new section in Console billing pages provide partners with up to the minute usage charges broken down on a per customer basis. These pages also show partners their usage costs as well as the cost for end customers. This capability is only available for partners with Reseller Tools enabled.