This page includes the release notes related directly to Flex UI for versions 1.x.x. You can find release notes for v 2.x.x. here and for updates on other components of Flex Platform visit the Twilio Changelog and select the Flex product.
For detailed description of Flex UI public interfaces with code examples for each Flex UI version, visit our Flex UI API docs.
Changes to Sync usage in Flex UI
What has been done?
In Flex UI version 1.33 we introduced updates to some internal operations within Flex UI to no longer rely on data provided by Sync. This included Conference state management as well as Outbound calls and Transfer workflows. All of these now get data from TaskRouter SDK instead of Sync. This was done to reduce the number of dependencies in these workflows for better performance and increased resilience in the event of an incident.
Flex UI versions 2.0 and above also include the same changes to Sync usage inside Flex UI.
What has changed?
This change only affects the internal operation of Flex UI and does not introduce any breaking changes that customers should be aware of. However, there are some UI changes that you may see.
Sync limits on data retention no longer limit the fetching of workers and queues
Sync only stores data for 30 days since the last change to a status. This affects lists of workers (users) and queues that previously did not include workers or queues that had no change for 30 days.
The parts of Flex UI that no longer use Sync can now fetch all workers and queue no matter when the last change was made.
Effect on Flex user experience
When transferring a call, the lists of workers and queues now show all possible workers and queues.
When making an outbound call, all queues are available to be selected.
Conference Sync Maps
Under the hood, Flex UI now receives and displays Conference information from an alternative backend service, Flex Orchestrator, rather than Sync Maps. However, the same information is still published to Sync Maps in order to enable backwards compatibility with Flex UI customizations and plugins.
In cases where a Flex customization makes heavy use of Conference data for advanced call use cases, there is the potential for inconsistencies in the UI. So far we have had a report of duplicate 'Left call' participants appearing in the call canvas. This particular issue was reported for a customer plugin based on this Twilio Professional Services plugin that renders participants of a call. The workaround for these inconsistencies is to use the native outbound dialer now built directly into Flex.
Transfer directory
Flex UI now fetches workers and queues from an alternative backend service, Task Router, rather than Sync Maps. Workers and queues are soft deleted from Sync Maps after 30 days of inactivity, but this is not true of Task Router. This means more workers and/or queues may appear in the transfer directory than before.
Hidden worker and queue filters
The hiddenWorkerFilter and hiddenQueueFilter default props on the WorkerDirectoryTabs dynamic component can be used to filter the workers and queue that appear in the transfer directory.
FAQs
Is Sync still used in Flex UI?
Yes. We have only removed it from the parts of Flex UI mentioned above.
Can I still use Sync for customizations?
Yes, Sync can still be used for building additional functionality on top of Flex. Flex is still populating Sync with the same data as it did before.
Will Sync be removed from other parts of Flex UI?
We are currently evaluating other workflows that currently use Sync that could be improved by reducing dependencies.
What should I do if I find a difference in behavior between 1.32 and below and 1.33 or 2.0 and above?
Please contact Support to report any changes between these versions.
Fixed a rare performance issue for specific customers who are using a feature enabled by our support team.
v 1.34.5
@twilio/flex-ui@1.34.5
release date November 1, 2023
Fixed
Updated the Voice SDK to version 1.15.1. Voice SDK 1.15.1 fixes a Chrome issue where audio is choppy when another application is also using the audio devices.
v 1.34.4
@twilio/flex-ui@1.34.4
release date September 27, 2023
Fixed
Added support for Google Chrome's experimental Storage Partitioning feature. Previously, enabling this feature prevented users from logging in to Flex using SSO, particularly in environments using Flex inside of an iframe.
v 1.34.3
@twilio/flex-ui@1.34.3
release date August 21, 2023
Fixed
Fixed an issue with SDK auto-reconnect if initialization fails
Fixed an issue where the Status Report could be opened while disabled from a notification
Fixed an issue with the 'Clear Issues' button on Status Reports disappearing in dark mode.
Fixed a broken hyperlink to Twilio marketplace in Chat Info.
Fixed an issue where hyperlinks for '.me' URLs were not enabled in Webchat.
v 1.34.2
@twilio/flex-ui@1.34.2
release date July 14, 2023
Fixed
Increased timeout interval for certain SDKs to address initialization issues
v 1.34.1
@twilio/flex-ui@1.34.1
release date June 28, 2023
Fixed
Fixed logging issues in Flex Configuration API enabling custom settings.
Fixed initialization issues using timeout for dependencies.
v 1.34.0
@twilio/flex-ui@1.34.0
release date Apr 20, 2023
Changed
Changes introduced in UI 1.33 for 'Sync removal from critical path of outbound, transfer and conference state' have been reverted and behavior present in UI 1.32 is restored. For more info on the Sync removal changes, refer to the section 'Changes to Sync usage in Flex UI' in the Flex UI release notes.
Added support for multiple country codes for the Dominican Republic in the Flex dialpad
Fixed
Fixed issue around incorrect notification for missing recording when authenticated recording is enabled.
Fixed issue around userLoggedIn Flex event not getting triggered
Fixed issue around SideLink added by a plugin not getting displayed correctly
Fixed issue around Unhold not working correctly when agents transfer call to themselves via a queue.
Fixed issue around external participant name disappearing when call is put on hold for external warm transfers.
v 1.33.3
@twilio/flex-ui@1.33.3
release date Feb 21, 2023
Fixed
Fixed issue around increased plugin load time
Addressed issue with Teams page not displaying the list of workers correctly when the hidden filter property is configured for filtering agents
Known issues
We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see Changes to Sync usage in Flex UI for more details.
v 1.31.3
@twilio/flex-ui@1.31.3
release date Dec 15, 2022
Fixed
Fixed issue with token refreshment behavior
v 1.33.2
@twilio/flex-ui@1.33.2
release date Dec 14, 2022
Fixed
Fixed issue with token refreshment behavior
Known issues
We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see Changes to Sync usage in Flex UI for more details.
v 1.32.3
@twilio/flex-ui@1.32.3
release date Dec 14, 2022
Fixed
Fixed issue with token refreshment behavior
v 1.33.1
@twilio/flex-ui@1.33.1
release date Dec 9, 2022
Changed
Updated messages in Status report and Degraded mode notifications
Known issues
We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see Changes to Sync usage in Flex UI for more details.
v 1.32.2
@twilio/flex-ui@1.32.2
release date Dec 8, 2022
Changed
Updated messages in Status report and Degraded mode notifications
v 1.33.0
@twilio/flex-ui@1.33.0
release date Nov 21, 2022
Changed
Removed Sync backend from critical path of outbound, transfer and conference state.
Worker and Queue lists now fetch all available items and are no longer restricted to items with updates in the last 30 days.
Fixed
Minor text updates to Status Report
Correct Insights dashboards are now shown based on permissions
Fixed an issue preventing audio constraints from being applied to the device audio
Disabled Degraded notification when user token has expired
Known issues
We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see Changes to Sync usage in Flex UI for more details.
v 1.32.1
@twilio/flex-ui@1.32.1
release date Nov 10, 2022
Fixed
Fixed an issue with type definitions that prevented some customers from creating new plugins.
v 1.32.0
@twilio/flex-ui@1.32.0
release date Sep 29, 2022
Changed
Consume flex-sdk 0.13.0.
Fetch all queue stats data before updating store on initialization to improve performance.
Moved Debugger UI to Status Report and released to GA.
Fixed
Resolved an issue where Hosted Flex users were not automatically logged in to Flex UI after providing their Twilio account details.
Users can no longer interact with Status report (formerly Debugger UI) when the token has expired.
Fixed a bug in Historical Reporting where segment links were not clickable in created KPI dashboards.
Fixed an issue where remote config loglevel was not being applied correctly to SDK logs.
The downloadable report provided by Status report now includes a summary of the user's degraded mode state and information about Twilio service status.
Flex UI will now wait for plugins to complete initialization after login before moving on.
v 1.31.2
@twilio/flex-ui@1.31.2
release date Jun 28, 2022
Fixed
Fixed an issue with loginHandler session not being supported in the previous version.
v 1.31.1
@twilio/flex-ui@1.31.1
release date Jun 6, 2022
Fixed
During login, after redirection from SSO provider, Flex will no longer ask to re-enter runtime domain for the second time.
v 1.31.0
@twilio/flex-ui@1.31.0
release date May 18, 2022
Added
Degraded mode - now Flex UI will initialize with limited capabilities, even if some of the components like SDK's (TaskRouter, Conversations, Voice or Sync) are down. This allows users to login to Flex even during a partial disruption of services and use the unaffected functionality. Learn more about degraded mode in our docs.
Fixed
Expired tasks will no longer be kept in redux store on worker init
MessageBubble will now be able to handle null message body
Markdown links without protocol prefix will no longer be interpreted as internal links
v 1.28.2
@twilio/flex-ui@1.28.2
release date Feb 07, 2022
Fixed
Overlay Player support for new address format of drill down links in Flex Insights Historical Reporting.
v 1.29.3
@twilio/flex-ui@1.29.3
release date Feb 07, 2022
Fixed
Overlay Player support for new address format of drill down links in Flex Insights Historical Reporting.
v 1.30.2
@twilio/flex-ui@1.30.2
release date Feb 03, 2022
Fixed
Overlay Player support for new address format of drill down links in Flex Insights Historical Reporting.
v 1.30.1
@twilio/flex-ui@1.30.1
release date Jan 17, 2022
Fixed
A fix to avoid using useState in chat channel reducer which caused Chat messages to fail to load in some instances
v 1.30.0
@twilio/flex-ui.1.30.0
Added
Real Time Queue Monitoring with SLA GA. See Twilio Changelog for more details.
Fixed
The logLevel setting in the Flex Configuration object now also applies to the underlying Flex SDKs
Fixed session issues related to Flex Insights Analytics Portal
Fixed an issue with deactivating chat channels which are created during plugin initialization
v 1.29.2
@twilio/flex-ui@1.29.2
release date Jan 19, 2022
This release contains fixes to our pilot or private beta features.
v 1.29.1
@twilio/flex-ui@1.29.1
release date Dec 01, 2021
Fixed
Fixed bug with isCallTask handlebar helper function
Custom audio from AudioPlayerManager no longer plays unintentionally during outbound calls
Fixed an issue with audio not being played when Flex tab is not active or when the browser is minimized. Issue was introduced due to changes in Chrome Autoplay policy.
Fixed issue with valid runtime domains not being accepted
Fixed text alignment issue on empty task canvas on small screens
An audio device will now be checked readiness before placing the call and handle errors related to audio device errors when placing outbound calls
To avoid several clashing concurrent calls, placing outbound calls when having another call ongoing will now be disabled.
Fixed
Fixed an issue where an unsupported file could be pasted to the chat
Fixed an issue where chat date separator was positioned incorrectly
v 1.27.0
@twilio/flex-ui@1.27.0
release date Jun 21, 2021
Added
Real Time Queue Monitoring with SLA Public Beta. To try the Queue Monitoring, visit Flex settings to enable it for your account. See Twilio Changelog for more details.
Updated navigation in Flex Insights dashboards with programmability improvements. The new navigation is optional and can be enabled in Flex settings. If you run self-hosted Flex make sure you request our support to enable access to Flex Insights for your domain.
Changed
Programmable access to workspace-level queue statistics has changed since the release of Real Time Queue Monitoring with SLA Private Beta. Please review the latest programmability documentation.
Fixed
For workers without activity changes in the last 30 days Teams View no longer shows NaN as the activity duration
v 1.26.3
@twilio/flex-ui@1.26.3
release date June 7, 2021
Dependencies updated
Upgraded Handlebars version to 4.7.7
v 1.26.2
@twilio/flex-ui@1.26.2
release date June 3, 2021
Added
Notification for unexpected token expiry. If the user's access token is removed from local storage for whatever reason, they receive a notification to refresh the page in order to refresh their token.
More verbose logging around SSO login functionality for debugging purpose
v 1.26.1
@twilio/flex-ui@1.26.1
release date May 13, 2021
Added
Transfer directory hidden filters - Now you can programmatically pre filter the list of agents or queues in the transfer directory. WorkerDirectoryTabs accepts 2 new default props hiddenWorkerFilter and hiddenQueryFilter which are filters that are applied to the list together with the filter applied due to user typing in the search string. For example, you can choose to display and search only agents with available status. To learn more about Transfer directory hidden filters, go to Flex docs.
ApplyListFilters and ResetListFilters actions are now emitted when the apply or reset button is clicked in TeamsView filters. To learn more about Actions Framework go to our Flex UI Programmability docs.
Changed
Browser Notifications and Markdown for Web Chat are now Generally Available and can be turned on in Flex settings
Error reporting - Flex UI will now be reporting on errors that end-users experience. 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, go to Flex docs
Deprecated
Deprecated unintentionally exported private interfaces Flex.ErrorManager.processError and Flex.ErrorManager.createAndProcessError
Fixed
Fixed an issue where agent changing activity to the same one resulted in an error
WorkerDirectoryTabs can now be accessed directly and not just through WorkerDirectory.Tabs
Star rating in Conversation screen now renders correctly
Negative time values in Conversation Screen comment tooltip are now correctly formatted
Added error notification when copy to clipboard fails because Flex is embedded in iframe without copying to clipboard disabled (allow="clipboard-write”)
Initiating outbound calling will now be disabled, while another outbound call is being attempted
Transfer directory will now be closed automatically, if the call is disconnection
Fixed Player waveform render issues on displays with higher pixel ratio
Fixed an issue where fast switching between tasks in Teams View caused uncaught exception
Initiate transfer button in Call Canvas now has a tooltip
v 1.26.0
@twilio/flex-ui@1.26.0
release date May 11, 2021
Added
Transfer directory hidden filters - Now you can programmatically pre filter the list of agents or queues in the transfer directory. WorkerDirectoryTabs accepts 2 new default props hiddenWorkerFilter and hiddenQueryFilter which are filters that are applied to the list together with the filter applied due to user typing in the search string. For example, you can choose to display and search only agents with available status. To learn more about Transfer directory hidden filters, go to Flex docs.
ApplyListFilters and ResetListFilters actions are now emitted when the apply or reset button is clicked in TeamsView filters. To learn more about Actions Framework go to our Flex UI Programmability docs.
Changed
Browser Notifications and Markdown for Web Chat are now Generally Available and can be turned on in Flex settings
Error reporting - Flex UI will now be reporting on errors that end-users experience. 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, go to Flex docs
Deprecated
Deprecated unintentionally exported private interfaces Flex.ErrorManager.processError and Flex.ErrorManager.createAndProcessError
Fixed
Fixed an issue where agent changing activity to the same one resulted in an error
WorkerDirectoryTabs can now be accessed directly and not just through WorkerDirectory.Tabs
Star rating in Conversation screen now renders correctly
Negative time values in Conversation Screen comment tooltip are now correctly formatted
Added error notification when copy to clipboard fails because Flex is embedded in iframe without copying to clipboard disabled (allow="clipboard-write”)
Initiating outbound calling will now be disabled, while another outbound call is being attempted
Transfer directory will now be closed automatically, if the call is disconnection
Fixed Player waveform render issues on displays with higher pixel ratio
Fixed an issue where fast switching between tasks in Teams View caused uncaught exception
Initiate transfer button in Call Canvas now has a tooltip
v 1.25.4
@twilio/flex-ui@1.25.4
release date APR 19, 2021
Fixed
Fixed the issue in Player that prevented from playing recordings provided via custom media links in case the recordings were different for different segments within a single conversation
v 1.25.3
@twilio/flex-ui@1.25.3
release date MAR 31, 2021
Fixed
Fixed the issue in Player causing Flex UI to crash when custom media links are provided with invalid or missing start time
v 1.25.2
@twilio/flex-ui@1.25.2
release date MAR 16, 2021
Fixed
Increased max number of event listeners for the events of Notifications Framework that resulted in MaxListenersExceededWarning in console
Fixed voice client connection initiation when agent is using a sip endpoint
v 1.25.1
@twilio/flex-ui@1.25.1
release date FEB 26, 2021
Fixed
Characters being dropped intermittently when typing in the input field of Messaging Canvas
v 1.25.0
@twilio/flex-ui@1.25.0
release date FEB 24, 2021
Added
Improvements to Flex UI troubleshooting experience with release of:
Debugger UI allowing users of Flex UI to get error notifications and download report with full error descriptions and logs. Debugger UI can be enabled for your account via a Pre-release Feature Flag
Flex UI programmable interfaces that provide ability to retrieve errors and logs programmatically and implement customized error monitoring and reporting
To learn more about Flex UI troubleshooting, Debugger UI and programmatic access to errors and logs, visit our Flex docs and Flex UI API Reference.
Teams View advanced filters now show legacy custom filters as an additional filtering option in the side bar. You can now use Advanced Filters without losing access to filters you have defined programmatically via the WorkersDataTable.defaultProps.filters API. Learn more about advanced filters in Flex documentation and programmability guide. We encourage you to migrate to the advanced filters that provide greater flexibility for the end users.
Flex Insights overlay player now enables to switch between Segments of a single Conversation without need to go to Conversation Screen. So if a call was transferred you can listen to all parts of the call without leaving Flex Insights dashboards.
Changed
Initial audio device check (previously in Pilot release) is now in GA and will be enabled by default for all accounts
Fixed
Transfers:
It will no longer be possible to transfer to the agent that is unavailable
Transfer Directory will now close automatically when switching between tasks
Native Dialpad:
Default Task Queue will now always visible in Native Dialpad Queue dropdown
Fixed copy for the error notifications that worker receives while attempting to make an outbound call to the disabled country
Fixed the markdown code element overflow bug
Fixed token refresh issue - invalidated sessions will no longer update the access token
Worker has no longer access to the incoming task content after refreshing the page
v 1.24.3
@twilio/flex-ui@1.24.3
release date FEB 15, 2021
Fixed
More improvements to token refresh issues - invalidated sessions will no longer update the access token
Fixed a dependency versions conflict (react-select and emotion) where importing flex-ui in Jest unit tests could sometimes break
v 1.24.2
@twilio/flex-ui@1.24.2
release date JAN 25, 2021
Fixed
An issue with refreshing of the token
v 1.23.4
@twilio/flex-ui@1.23.4
release date JAN 25, 2021
Fixed
An issue with refreshing of the token
v 1.24.1
@twilio/flex-ui@1.24.1
release date JAN 14, 2021
Fixed
A bug where playback speed of a recording in Conversation Player would reset after secure recording URL expiry and refresh.
A bug where playahead no longer briefly jumped to zero, when secure recording URL is refreshed
Dependencies updated
[axios] to version 0.21.1.
[twilio-client] to version 1.13.1.
v 1.24.0
@twilio/flex-ui@1.24.0
release date DEC 9, 2020
Added/Changed
Markdown feature improvements including support for new elements (headings, ordered lists, code snippets, block quotes) and several bugfixes. Note, implementation now relies more on semantic HTML, so if you have styled generic html elements, keep an eye on how they look in chat.
Fixed
In Outbound dialpad, in case of the default queue not being available in the queue selector, we will now leave selection empty and disable outbound call button
ToggleSidebar action called twice when sidebar is already collapsed
Improvements and fixes in Flex Insights Conversation Screen and Player
Dependencies updated
[twilio-taskrouter] to version 0.5.2
Updated @gooddata/gooddata-js to version 13.2.0
v 1.23.3
@twilio/flex-ui@1.23.3
release date DEC 2 2020
Fixed
Fixed regression in Flex Insights that prevented users from playing some recordings stored outside of Twilio