Product changelog and announcements

New real-time assist features for Agent Copilot are now available in Flex. As agents interact with customers in their contact center, Agent Copilot can now automatically suggest responses to agents to save time. 

Agents can also search questions in Agent Copilot, which uses uploaded knowledge sources, such as help center articles, to find relevant answers. Admins can choose which sources to upload in Console, or developers can use the new Knowledge API to upload sources programmatically.

To learn more about Agent Copilot, see Agent Copilot for administrators.

Real-Time Transcriptions for Video is now Generally Available (GA). This HIPAA eligible feature allows you to access the transcribed text from participants in your Video Group Rooms and provide on-screen captions for accessibility. You can opt in to transcriptions on a per-Room basis via the REST API or enable it by default on all Rooms via the Twilio Console configuration. For pricing information refer to the Twilio Video Pricing page. 

Developers can choose from various speech models and supported languages to ensure their use case needs are met. In addition, this release adds the Deepgram nova-3 monolingual speech model. 

To start using Real-Time Transcriptions, upgrade your Video Client SDK and review the detailed setup instructions in our developer documentation. A reference implementation of on-screen captions using real-time transcriptions is available here.

We are excited to announce the Private Beta release of our Phone Number Provisioning Status API for Voice Integrity, as well as US Basic and Enhanced Branded Calling.

This API enables customers to programmatically check the carrier-level provisioning status of phone numbers associated with the above Voice Trust products. By providing detailed carrier insights, the API empowers users to understand whether their numbers are successfully provisioned, pending, or rejected by each carrier.

If you would like to participate in this Private Beta, please contact your account representative.

We’re excited to introduce the Branded Calling APIs in Private Beta, expanding our Voice Trust capabilities with full programmatic control.

If you currently use the Console to verify brands and configure branded calls, these APIs extend that workflow - enabling you to register brands, submit compliance details, and assign phone numbers directly via API. This is intended to provide a faster, more seamless way to onboard customers and scale Branded Calling across your applications.

Join the Beta

Interested in early access to these APIs and docs? Reach out to your Twilio account representative; they'll guide you through eligibility and next steps. Spots are limited, so connect soon!

Twilio Communications APIs now support OAuth 2.0 authorization.

Using OAuth 2.0, short lived access tokens can be generated which have scoped access to certain APIs making them more secure than Auth tokens and API keys.

There’s now one central place for all Flex administrator tasks: Twilio Console. 

Flex plugin management, the last remaining Flex admin experience in Flex UI, is now available in Console. You can find this new section under Flex > Contact center settings > Plugins. 

To give you some time to adjust to the new location, Flex plugin management remains available in parallel in the Flex UI Administrator section at least until December 1. During that period, you can make updates in either location. Please use the next few weeks to give the new Console-based experience a try and make sure that it works well for your needs. Flex plugin management will later be removed from Flex UI and only be available in Twilio Console.

With this update, the Flex UI Administrator section is no longer needed. You’ll notice that it will be gradually phased out over the next few months. 

If you have any concerns about these changes, please contact our support team.

Announcing <Start><Recording>! A new way to start Call recordings from initiation using TwiML.

Twilio ConversationRelay handles the complexities of advanced AI-powered voice interactions so your app can focus on conversational AI logic and responses. And now you can jumpstart integration with your web properties to provide interactive voice experiences that offload support questions, qualify leads, and close deals faster with the new Twilio Voice JavaScript SDK reference component for ConversationRelay. 

Get started in minutes with the frontend and backend reference component so you can prototype and ship AI voice experiences faster with the Twilio Voice JS SDK.

What’s included:

• UI component to connect to an agent via WebRTC

• Built-in WebSocket server for relaying text and speech

• Basic OpenAI integration or swap your own provider

Check out the docs for more information, and please leave us any feedback you might have in the Twilio Voice JavaScript Reference Components GitHub repository. We can’t wait to see what you build!

We’re excited to announce that the Flex SDK is now available in Public Beta. Use the Flex SDK to seamlessly integrate Flex's contact center features into any web application–without disrupting your existing environment. Visit the documentation for more information on how to set up and use the Flex SDK.

You can also view the following resources to learn more:

• https://sdk.twilio.com/js/flex-sdk/latest/docs
• https://sdk.twilio.com/js/flex-sdk/latest/storybook

Introducing the Voice Insights Reports API, your zero-infrastructure solution for generating aggregated voice metrics per account and per phone number with a single API call. By outsourcing data processing and aggregation to Twilio, this API helps accelerate decision-making and can reduce operational costs by up to 90%, eliminating the need for extensive in-house data science and data operations teams. 

Key Benefits:

• Scalable API companion for Trust & Engagement Insights so you can build your own dashboards.

• Visibility into the drivers of reach and pickup (answer rates, blocked calls, potential robocalls, and short-call percentage).

• Early detection of deteriorating trends for trust and engagement.

• ROI measurement for performance of Trust products like Branded Calls.

The Reports API is available exclusively as part of the Voice Insights Advanced Features suite.

Learn more in our Voice Insights Reports API docs.