Product changelog and announcements

We have added support for SSML tags to ConversationRelay to provide the pronunciation of a word or an acronym, specify where pauses should be, or increase or decrease the speed of spoken text.

We have added support for automatically detecting the language spoken by the user or sent via a text token for ConversationRelay.

Compliance Toolkit now suppports U.S. state-specific quiet hours, automatically rescheduling non-essential messages sent during select time windows to help you stay compliant with specific state regulations.

This release covers select quiet hour restrictions in the following states: Alabama, Connecticut, Florida, Louisiana, Maryland, Mississippi, Oklahoma, Tennessee, Texas, and Washington.

Learn more and see how to enable it in our docs here.

We have added support of adding a TwiML App directly to a Conference via the Conferences Participants subresource.

Conversational Intelligence Public Key Encryption is now available to Twilio Enterprise Edition and Twilio Security Edition customers.

With this feature, you can ensure your Conversational Intelligence Transcripts and Language Operator Results are encrypted using your own public key, at the moment they are generated. Only you, the private key holder, can access the decrypted content.

You now have even greater control over your customers’ sensitive conversation data and operator insights, helping you to meet the highest security standards.

To learn more check out how to encrypt Conversational Intelligence Transcripts & Operator Results.

As of October 1, 2025 the Lookup Bulk is in Private Beta!

The Lookup Bulk API is now in Private Beta. Submit a file containing a list of phone numbers to run high-volume lookups in a single request, ideal for one-time or recurring contact list scrubs.

To request access, contact Twilio Sales for more information.

Session Window Computed Traits is available to all Unify+ and Engage customers. You can now define a session window duration (e.g., 30 minutes of inactivity) that determines when a session ends, and automatically reset the value of a computed trait when it does.

This enables traits that reflect behavior within the current session only, unlocking powerful session-scoped logic built on top of our real-time event pipeline.

What this means for you:
You can now build smarter, session-aware experiences without handling any session tracking logic yourself. A few examples:

• ⚠ Anomaly detection: Flag users with 10+ failed login attempts in a single session

• 🗺 Short-term personalization: Show banners for travel cards if viewed in the same session

• 💬 Support context: Surface recent session activity to support or sales agents

• 📍Routing: Direct users to different flows based on in-session actions

You’ll now have more precise targeting, smarter personalization, and richer context, all in real time.

We’re excited to announce the public beta of our Twilio Messaging destination, making it easier than ever to activate your SMS, MMS, RCS, Facebook Messenger, and WhatsApp messaging campaigns right within Segment!

With the Twilio Messaging destination, you can:

• ✅ Trigger messages in real time
  • Send personalized messages to customers based on events, audience updates, or journeys, like signup confirmations, abandoned cart nudges, or proactive support updates.
• ✅ Use your existing Twilio templates and compliance settings
  • Build and manage your Content Templates directly in Twilio, then trigger the right message at the right time using Segment. No duplicated workflows or extra integrations required.
• ✅ Personalize messages dynamically
  • Tailor each message with event data and user traits, like name, product details, or offer codes, to create truly relevant customer experiences.

How the Twilio Messaging destination helps your team

Your customers expect real-time communication on the channels they use most. This integration makes it easier to reach them quickly, without building custom pipelines or managing fragmented tools.

Whether you’re sending SMS, MMS, RCS, Facebook Messenger, or WhatsApp messages, Twilio Messaging combined with Segment helps you orchestrate personalized journeys and deliver timely touchpoints with confidence.

Try it today

The Twilio Messaging destination is now available in the Segment catalog for all customers in public beta. Check out the destination documentation to get started.

Journeys v2 and Linked Audiences Snowflake Destination is now available in Public Beta and available to all users on Engage Add-On plans!

Segment’s warehouse interoperability helps businesses unlock the full power of your customer data. Now you can write Linked Audiences and Journey steps to Snowflake warehouses. Linked Audiences write back to warehouse capability allowing you to fulfill your compliance audit requirements, QA audiences, and automate operational workflows that run on warehouses.

By writing Journey steps to warehouses, you’ll now see who lands in a particular step and when, test and debug campaigns, and analyze journey performance.

Twilio Frontline was built to help customer-facing teams stay connected on the go, whether that meant real estate agents closing deals from the field or healthcare workers checking in on patients. But as customer needs evolved, it became clear that a one-size-fits-all mobile solution couldn’t keep up with the demand for flexibility, deep integration, and control.

Frontline entered End of Sale on February 9, 2023, and since then, we’ve focused on helping teams transition to solutions that better fit their unique workflows. Building on that direction, we’re now officially retiring the product on September 30, 2026. The app will remain available to existing customers through that time, but is no longer under active development.

What customers can do next

We recommend taking a look at Twilio Flex for customizable contact center workflows, or one of these mobile-first partners:

• SpokePhone: Our preferred partner for most mobile-first use cases like sales, service, and field teams. SpokePhone has deep integration with the Twilio platform, supports Voice and all Conversations channels, offers robust call routing, transfers, and analytics, and works seamlessly alongside Flex deployments.

• Quo (previously OpenPhone): Best for teams that only need Voice, SMS, and MMS. Features include a collaborative team inbox, AI-powered call transcription and summaries, voicemail transcription, and automated SMS replies for faster customer response.

• Fastcall: Ideal for Salesforce-centric teams. Provides deep integration with Salesforce tools, supports Voice, SMS/MMS, and additional channels like WhatsApp, and includes AI-based conversational insights.

For support navigating options or finding the right fit, customers can connect with their Twilio Account Team or reach out to Sales.

Twilio is grateful for everything customers have built with Frontline, and is here to support thoughtful, seamless transitions as teams plan what’s next.

Here’s to what gets built next,

–Team Twilio