Additions and changes to the Twilio platform
The Workforce Management Real-Time Adherence Feed (WFM RTA Feed) is designed for partners to monitor and report on the activity of agents within a Flex contact center. Events from this feed can be used to generate a real-time snapshot of agent status.
The WFM RTA Feed is now Generally Available, and it can be used alongside historical reporting in Flex Insights to support workforce management integrations to Flex. Review our WFM RTA Feed documentation for details on getting started with the feed and the event data.
Runtime Handler version
1.2.1 introduces access to headers and cookies for incoming requests to Twilio Functions through the new
event.request object. Visit our documentation to learn more about this feature.
You can use this version today by setting
@twilio/runtime-handler to use version
For new projects and those that don't specify a specific Runtime Handler version, we'll be rolling out version
1.2.1 over the coming weeks as the new default version.
Check out our docs to learn more about specifying which Runtime Handler version to use.
We are excited to announce the availability of 24 hour participant durations for video rooms.
You can now configure the Maximum Participant Duration for any Twilio Video room type. This value is set at the time of room creation, and upon reaching the limit, a participant will be disconnected from the room.
The default value for maximum participant duration is 4 hours. You can change this value either through the Console under Rooms Settings to make it the default for Ad-hoc rooms or as a configurable parameter via the REST API upon room creation.
For more information on configuring the maximum participant duration, view the participant duration documentation. If you are composing room recordings of participants with long durations, you may want to review the composition size limitations.
IP Commands for Super SIM® is now in Public Beta. IP Commands are a secure and lightweight solution to send UDP messages from your cloud to your Super SIM enabled devices. A cellular network typically has firewalls that block incoming connections from the Internet to the devices attached to it. This means that if your IoT device is using a cellular connection to connect to the Internet or your cloud, you can’t reach the device until the device sets up an outbound connection to your cloud. IP Commands provides a solution for this by allowing you to send the message to Twilio via the IP Commands API, which we then convert into an IP/UDP datagram and forward to the device.
IP Commands work in both directions. We also support Mobile Originated (MO) IP Commands from the device to the cloud. MO IP Commands can either be sent as a response to an IP Command received by the device or even as an unsolicited message originated by the device.
We continue to invest in infrastructure improvements to provide scale and high reliability for our customers, and today we are excited to increase both the default maximum concurrent Room limit to 10,000 as well as the maximum concurrent Participant limit to 10,000 for Group and Peer-to-Peer Rooms.
The maximum concurrent Room threshold limits the number of Rooms that can be in-flight at the same time while the max concurrent Participant threshold limits the number of Participants that can be connected to your rooms at the same time. Both limits operate independently at the account level.
You can view your account room limit and participant limit in the Console under Room Settings. If a limit is reached, an error code (53119, 53206) is returned and it is also displayed in the Console Debugger. If your account limits were previously above 10,000, they will remain unchanged.
The default limits are designed to give developers ample room to grow while ensuring runaway issues get caught quickly. If you need to increase your account limits beyond the default maximum concurrent Room or maximum concurrent Participant limit, please contact Sales.
As noted on 10/14/21, SendGrid has updated the system responsible for processing and logging spam report events. This change improved our system’s ability to process and count spam reports that come to us from mailbox providers when recipients mark a message as spam. Today we made additional adjustments to decode unique arguments on the spam reports coming through the Event Webhook.
This change will result in elevated spam report metrics for some Twilio SendGrid users that will level off once it catches up to all emails that have been marketed as spam. The increase in spam reports is not the result of more recipients marking more mail as spam, rather it is the result of our system capturing spam report events more completely from this date onward.
Note that this is a continuation of improvements made over the last month.
With Verify’s TOTP (Soft Token) channel you can support authentication through software-based authenticator apps like Authy or Google Authenticator. It’s great for businesses looking for a more secure and lower-cost option compared to SMS OTP that works offline and doesn’t require a phone number. With this release, the API is publicly available and supports production-scale workloads. Learn more here.
We have rolled back our release to Public Beta for the new Calls resource property, CallToken, back to Private Beta due to unexpected behavior on a small number of accounts. We are working on a fix and will re-release as soon as possible.
If you were already part of the Private Beta, everything will continue to work as it has been. For more information see original changelog here.
A new Calls resource property, CallToken, has been added to the Programmable Voice API. CallToken is an optional parameter that customers can use to forward their calls. A CallToken is generated when an incoming call is received on Twilio. Customers can now populate the CallToken parameter with the CallToken from the incoming call to forward their calls and maintain the same caller-id from the inbound call on the outbound call.
In the future in the United States, when SHAKEN/STIR DIV PASSporT is supported by carriers, end to end call authentication will be possible by using the CallToken.
TaskRouter now offers dedicated properties in the Workflow filter target to improve support for use cases where the agent is already known, e.g., because the customer previously spoke to that agent (‘last agent routing’) or has an existing relationship with that agent / advisor (‘preferred agent routing’).
Developers can utilize properties for either the agent’s Worker SID or Worker friendly name in a Workflow filter target and specify the respective value on the Task.
Utilizing this feature will yield significant performance improvements over the general evaluation logic and prevent latencies during routing and assignment of such Tasks.
To learn more about the TaskRouter Known Agent Routing feature, please refer to our documentation on Known Agent Routing.
As previously communicated, Twilio is adding functionality to the Programmable Voice
<Dial> verb. Although the new features are specific to SIP Connectivity via
<Dial><Sip>, the new functionality may affect your existing applications using
<Dial><Queue> are not impacted.The deadline to account for these changes in your application code is 16 November 2021.
In most cases, your existing code will continue to function; however, there are some functional improvements and behavioral changes which could possibly impact your application. We recommend testing your existing application code in dev or staging environments before 16 November 2021 to identify any potential impacts.
The new features can be enabled on the Programmable Voice Settings page by clicking the Enable Advanced Programmable SIP Features setting. This will activate the new features on an account-wide level.
Twilio initially communicated that these features will be applied to all accounts after 31 July 2021, but following customer feedback we extended the testing period to 16 November 2021.
ISV customers using the APIs to register brands for US A2P 10DLC will see two new values for brand registration status (‘status’ field):
Customers will also see new behavior for this field. You can check the github changelog here for the new enums available November 1. Starting December 1, using GET API to check brand registration Status will return ‘status’ as IN_REVIEW when your brand is under manual third-party review. The manual review can take 7+ days. Status ‘DELETED’ will be returned when a brand is deleted. Since a new status type can be a breaking change for you, please update your code before Dec 1.
Additionally, behavior of the ‘status’ field now represents a more accurate status of the brand as it is APPROVED only when your brand registration is complete and you can move to campaign creation. This eliminates the need for you to check multiple fields to know the action required from you on a brand. You can see the new behavior of status in the A2P wizard within Twilio Console, and in the API. Before December 6th, IN_REVIEW status will be visible on Console but not be returned in API to give adequate time for your API integration to be updated.
We are keeping your runtime up to date in accordance with industry standards. Based on the Node.js support schedule, Node.js v12 will no longer be in Maintenance long-term support (LTS) status after April 30, 2022. Production applications should only use releases of Node.js that are Active LTS or Maintenance LTS.
Your currently deployed functions will continue to execute on the existing Node.js v12 runtime if no changes are made.
Follow these instructions to upgrade, test, and deploy your code and ensure a safe transition to Node.js v14.
New U.S. A2P 10DLC registration flows are now available for 527 Political Organizations and K-12 Education customers. These new registration flows are available in both the A2P wizard in the Console as well as ISV APIs.
- 527 Political Organizations can now complete registration by providing their Campaign Verify token during A2P brand registration. This will qualify the brand for the Political special use case and unlock increased message limits
- K-12 Education customers can now register their campaigns using the new K-12 Education special use case. The K-12 Education use case offers both increased message limits and reduced carrier fees. Carrier post-approval required.
For more information on eligibility, messaging limits, pricing, and FAQs for these registration flows, please see our article on Special Use Cases for A2P 10DLC.
You can now delete WhatsApp message templates in the Twilio Console. To delete a message template, click on the template name on the WhatsApp Message Templates page and then click “Delete” at the bottom on the page. Per WhatsApp guidelines, you may not reuse the name of a deleted template for 30 days after deletion.
Customers registering for U.S. A2P 10DLC should use the new name “Proxy” instead of the old name “Conversational” when registering for campaigns of this type. This change is applicable in the A2P wizard in the console as well as ISV APIs (Create Campaign Use Case step). ISV API customers need to update their API integration.
This name change is to better represent the campaign type, which is meant for proxy/pooled numbers supporting personalized services and non-exposure of personal numbers. Some customers had incorrectly registered campaigns as Proxy/Conversational which should’ve been registered as Customer Care.
You can read more about the Proxy campaign use case here.
On October 26th 2021, the following Amazon Polly Neural voices will be set to Conversational speaking style by default. Amazon made Conversational speaking style default on June 28, 2021 for all new neural voices available at Twilio, deprecating the neutral speaking style. This change brings Conversational speaking style to the remaining set of Polly Neural voices used by Twilio.
Voices: Polly.Matthew-Neural (en-US), Polly.Joanna-Neural (en-US), Polly.Amy-Neural (en-GB) and Polly.Lupe-Neural (es-US).
Note there is no impact to any functionality or interface. As the neutral speaking style has been deprecated by Amazon, this change is permanent (no revert back option available). Compared to the legacy neutral style, the Conversational speaking style feature generally makes neural voices sound more friendly and expressive.
For more information about Twilio Text-to-Speech with Amazon Polly visit our docs.
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 Live is now Generally Available
Twilio Live gives developers the tools to build immersive live experiences that can be directly embedded into their applications such as marketing conferences, next-generation social podcasts, shopping experiences, concerts, fitness classes, education sessions, and more.
Twilio allows customers to set caller ID as transferor or transferee for call forwarding use cases.
For details, check our documentation.