Twilio Changelog

As of May 29, 2025 the Legacy Boku Identity APIs Infrastructure in Indonesia will be migrated.

We would like to inform you about upcoming changes to Legacy Boku Identity API’s production infrastructure in Indonesia. These changes will not impact your current service. Our goal is to minimize impact to your current integration to our services. These updates are part of our ongoing commitment to improving performance, scalability, and reliability for all our customers.

If you have whitelisted or hardcorded our IP addresses instead of URLs, please make a note of our new IP addresses. These new IP addresses will take effect once we perform the switchover to AWS cloud services.

Our support team is available to assist you with any questions or concerns at accsec-onboarding@twilio.com.

Thank you for choosing Twilio. We appreciate your partnership and look forward to continuing to provide you with exceptional service.

Twilio SendGrid will be retiring its Free Email API and Free Marketing Campaigns plan starting May 27, 2025. Customers will continue to have full access to the Free Plan– including sending limits and features– for the next 60 days. After that, an upgrade to a paid plan will be required to continue sending email and accessing key tools.

What’s Changing?

After the 60-day transition period:

• Email sending will be paused for accounts on all free plans

• Marketing Campaign features, like templates, contact list management, and automation will no longer be available

• Contacts stored over the 100-contact limit will be deleted and cannot be restored if a customer upgrades after the transition period ends

These changes do not impact any paid SendGrid plans– those will continue as usual.

Customers can explore available plans by visiting their SendGrid Dashboard and going to Settings > Account Details > Your Products.

For customers who need more time to decide on their Marketing Campaigns plan, contact data can be exported before the transition period ends. Instructions can be found in the SendGrid contact export documentation.

Continuing the Journey

Whether customers are just getting started or scaling up quickly, Twilio SendGrid is committed to supporting them with the same trusted delivery, tools, and service they’ve come to rely on.

Thanks to all the builders and senders in our community. We’re excited to continue the journey–together.

Effective May 27, 2025, geolocation data will be removed from both the IP Access Management (IPAM) page and related API endpoints on Twilio SendGrid. The IPAM feature, ability to add and manage IP addresses from your allow list, and login alert functionality remain unaffected.

Details:

• SendGrid Console:

  • The location field will display as “-” in Settings > IP Access Management > Locations.

• API:

  • The IPAM logs API endpoint will no longer return location data.

If you are looking for the location of a specific IP that has accessed your SendGrid account, you can utilize third party tools such as Instant IP Address Lookup or IP Lookup to look up the location. The SendGrid support team is also available to help.

This is a temporary change as we are working to reintroduce IP-based location data soon through the console and API. Updates will be provided when this is made available.

Twilio will end-of-life (EOL) its Twilio Engage Premier product on December 15, 2025. Existing customers will continue to have full access to Engage Premier until that date, and Twilio will continue to provide support throughout the transition period.

After December 15, the following features will no longer be available:

• Multichannel campaign delivery (Email, SMS/MMS, Push, WhatsApp)

• Marketing Engagement Analytics

• Subscription Management

Twilio Engage Foundations—including Audiences, Connections, Journeys, ID Resolution, and CustomerAI Predictions—will continue to be supported as part of Segment’s CDP offering.

Customers may choose to transition to Twilio SendGrid Marketing Campaigns for email-first needs or explore one of Twilio’s preferred ISV partners—Airship, Attentive, Bloomreach, Braze, Customer.io, Insider, Iterable, and Klaviyo—for broader multichannel marketing capabilities.

Voice Insights – Intelligent Discovery AI Assistant (IDA), available on the Call Insights page in Twilio Console, lets you explore your voice data simply by asking questions in natural language. The Assistant helps you troubleshoot voice-related issues, including deliverability (connection rate), answer rate, networking related issues and other behavioral issues such as silent calls. It can assist with data analysis and dive deeper into your voice data to find potential root causes. The Assistant provides recommendations to solve voice errors and potential issues. You can provide feedback on each response and the overall Assistant experience. Activate Voice Insights Advanced Features to use this feature.

For more information, please refer to the Voice Insights reference docs. 

As of May 21, 2025 the Legacy Boku Identity APIs Infrastructure in the United States will be migrated.

We would like to inform you about upcoming changes to Legacy Boku Identity API’s production infrastructure in the United States. These changes will not impact your current service. Our goal is to minimize impact to your current integration to our services. These updates are part of our ongoing commitment to improving performance, scalability, and reliability for all our customers.

If you have whitelisted or hardcorded our IP addresses instead of URLs, please make a note of our new IP addresses. These new IP addresses will take effect once we perform the switchover to AWS cloud services.

Our support team is available to assist you with any questions or concerns at accsec-onboarding@twilio.com.

Thank you for choosing Twilio. We appreciate your partnership and look forward to continuing to provide you with exceptional service.

What’s changing:
Programmable Chat in Flex is reaching end of life (EOL) on June 1, 2026. After that, it may stop working as expected and won’t receive any more enhancements, bug fixes, or security updates. It's had a good run—but it’s time to pass the baton.

Customers still using Programmable Chat in Flex will need to migrate to Flex Conversations, Twilio’s supported messaging platform for channels like Webchat, SMS, and WhatsApp. With key feature gaps now closed, like the GA of Webchat 3.x, there’s no reason not to make the switch.

To support this transition, the following resources are available:

• Flex Conversations Overview

• Migration Guide from Programmable Chat to Conversations

No surprises here—both Programmable Chat and Conversations use the same billing model.

For any questions or support during the transition, customers should reach out to their Twilio account team.

<Connect><ConversationRelay> is a TwiML noun and Service Provider Interface (SPI) for building genAI-powered virtual agents. ConversationRelay makes voice AI integrations straightforward, so you can focus on delivering the self-service experiences customers expect without diving into the complexities of voice technology. It combines low-latency speech-to-text and text-to-speech capabilities with human-like conversational pacing, orchestration, and seamless interruption handling through a websocket API. Bring your own large language model (LLM) and let Twilio take care of the rest. 

New features included with this release:

• ElevenLabs is now the default TTS provider. A new TwiML param “elevenlabsTextNormalization” specifies whether or not to apply text normalization while using the ElevenLabs TTS provider.

• New TwiML param “reportInputDuringAgentSpeech” specifies whether your application receives prompts and DTMF events while the agent is speaking

• New TwiML param “debug“. Options are debugging, speaker-events, and tokens-played. The debugging option provides general debugging information. speaker-events will notify your application about agentSpeaking and clientSpeaking events. tokens-played will provide messages about what's just been played over TTS.

Check out the blog post to learn more. If you’re ready to dive right into code you can find the docs here. We can’t wait to see what you build!

Voice Intelligence has been renamed to Conversational Intelligence – reflecting our expansion into analyzing conversations across all customer touchpoints. Businesses can now unlock unified AI understanding across Voice, Messaging & Virtual Agents. 

Building on the foundation of Voice Intelligence's AI-powered transcription and language analysis capabilities, Conversational Intelligence introduces powerful new features designed for today’s cross-channel engagement landscape:

🤖 AI Agent Observability with ConversationRelay (Generally Available)

A native integration with ConversationRelay empowers you to monitor and refine interactions between customers and Twilio-powered AI agents to ensure quality and fine-tune performance over time.

✨ Generative Custom Operators (Public Beta)

LLM-powered custom operators let you easily define use cases like quality assurance checks, compliance flagging, or competitive insights — tailored to your business — all with just a few simple instructions. 

💬 Conversational Intelligence for Messaging (Private Beta)

Gain full visibility into customer interactions across SMS, WhatsApp, and web chat. Analyze messaging conversations alongside voice data to uncover trends, preferences, and patterns throughout the entire customer lifecycle.

Want to learn more?

• 👉 Explore the Conversational Intelligence docs
• 👉 Get building using Conversational Intelligence with ConversationRelay
• 👉 Create your first Generative Custom Operators
• 👉 Request access to the Conversational Intelligence for Messaging Private Beta

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Important Note: Voice Intelligence customers do not need to take any action as a result of these changes, and Transcription & Language Operators will continue to function normally.