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.