Product changelog and announcements

TaskRouter now enables agents to place outbound calls from any queue, whether or not they are a member of that queue. This update enhances TaskRouter’s adaptability and functionality for diverse operational needs.

Effective May 14, 2024, TaskRouter no longer performs backend validation to confirm that an agent is a member of a queue before allowing them to place an outbound call from it. This change improves contact center flexibility by accommodating a wider range of use cases, such as agents who are assigned to multiple queues or who are temporarily assisting in a different queue. 

Previously, TaskRouter required agents to be a member of a queue in order to place a call from that queue. 

This change does not impact system metrics or statistics.

Webchat 3.0’s newest feature, allowed origins, boosts chat widget security by only accepting messages from pre-determined websites. 

Starting May 14, 2024, you can use the Allowed origins field  in your Webchat 3.0 deployment key settings to specify up to 10 trusted URLs where your customers can initiate a chat. Once specified, chat sessions are only accepted from the trusted URLs that you entered. Webchat will reject chats from any URLs that are not listed in the Allowed origins field.

If you have already created a deployment key for Webchat 3.0, you must take action to prevent disruption. By August 15, 2024, you must update your deployment key for your existing Webchat 3.0 widget.

We’re excited to announce that you can now download the Twilio Flex CTI connector directly from the Salesforce AppExchange. For full configuration details, see Integrate Flex with Salesforce. For those already using the Salesforce integration, no action is required. 

SendGrid is rolling out an updated teammate invitation experience that will route new teammates to a unified Twilio Signup page. The invited teammate will be able to manage user settings on Twilio in one place across their Twilio products. Inviting and managing teammates will still be done in SendGrid. 

The change allows this SendGrid teammate to use a single identity to also create an account on Twilio Console and Segment.

Twilio is introducing multi-language support for Voice Intelligence Transcriptions and Language Operators.

With this update, Voice Intelligence now transcribes call recordings in 15 new languages, enhancing accuracy and reliability of transcriptions across supported languages, and improved handling of dialects and accents for more precise understanding.

Chrome Extensions - Manifest V3 support

• We are officially supporting Chrome Extensions in the latest release of the Voice JS SDK (2.11.0) and adding support for Manifest V3. With this release the SDK can now run in a service worker context to listen for incoming calls or initiate outgoing calls. When the call object is created, it can be forwarded to an offscreen document where the SDK has access to all the necessary APIs to fully establish and interact with the call. 

Improved call control experience

• The 2.11.0 Voice JS SDK release adds support for handling multiple incoming calls for the same identity (Access Token). Calls can now be accepted, muted, or put on hold without disconnecting any existing active calls. This can be achieved by forwarding the incoming call to a different Device instance. 

Check out the docs for more information and example code. We can’t wait to see what you build!

On June 4, 2024, Twilio will enable roaming and GLL support for Programmable Voice SDKs on our Umatilla/us2 edge location. This may cause some child calls to SIP endpoints to fail unless the Umatilla IP addresses are allowlisted.