Product changelog and announcements

Flex helps businesses create tailored customer engagement experiences, no matter where their teams work. To extend that power beyond the desktop, we introduced Flex Mobile to keep teams connected and productive on-the-go.

During Flex Mobile’s time as a beta product, it became clear that no two organizations use the app in the same way, which is a testament to Flex itself—Flex’s core strength has always been its flexibility, which empowers you to shape customer experiences to fit your team’s unique needs.

As we listened to your feedback and observed how you used Flex Mobile, we saw that a single mobile app can’t capture the unique requirements of every organization. Rather than stretching one app to fit all use cases, we decided to do what Twilio does best: empower you with the tools, services, and trusted partners you need to build or choose the right mobile solution for your business. 

As a result, we’ve decided not to move Flex Mobile into General Availability. Flex Mobile will End of Sale (EOS) on September 30, 2025. After this date, the Flex Mobile app won’t be available to new users. If you’re already using Flex Mobile, rest assured that we’ll continue to support you throughout the transition period.

We haven't set a retirement date yet, but when we do, we’ll provide you with advance notice and the resources to help you make a smooth transition. Flex remains an important component of our long-term vision and we’re continuing to invest in Flex UI and APIs.

Customers looking for mobile alternatives are encouraged to explore:

• SpokePhone: Supports 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. Fastcall provides deep integration with Salesforce tools, supports Voice, SMS/MMS, and additional channels like WhatsApp, and includes AI-based conversational insights.

We’re grateful for everything you’ve built with Flex Mobile, and we understand that change isn’t always easy. If you need guidance or support, we’re here to help you as you plan your next steps.

–Team Twilio

As of September 10, 2025, Twilio Flex no longer supports TLS v1.0 or v1.1 for the assets.flex.twilio.com endpoint, which hosts assets and SDK documentation related to Flex UI. If you try to connect to this endpoint using TLS v1.0 or v1.1, your request will fail. To make sure your request uses a supported protocol, use TLS v1.2 or later.

We’re excited to announce that Flex UI 2.14.0 is now available. This release includes:

• Email support for text alignment and right-to-left languages.

• On the Teams View page, new custom columns in the filter panel.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.14.0.

Requests made to the Recording Transcription resource for .csv and .html response formats will return an HTTP 404 error.

We’re excited to announce that Messaging transfers is now generally available on Flex Conversations channels except email. This feature lets agents transfer a message to another agent or to a queue, with the option to add notes for extra context during the transfer.

In addition, customers with Agent Copilot also have the option to turn on an AI summary to send with the transfer.

With this release, messaging transfers is now a native option within Flex. However, the Conversation Transfer plugin continues to be available in the Plugin library. Customers who use this plugin can continue using it, if it meets your needs.

For full details, see Turn on messaging transfers for Conversations.

Supervisors can now receive alerts about changes in real-time queue performance. On the queues stats monitoring page in Flex UI, any metrics, channels, or queues that need attention are highlighted so supervisors can quickly identify which areas to prioritize.

If supervisors are working outside the queues stats monitoring page, they can get notifications in Flex, their browser, or a Slack channel when metrics breach their thresholds. 

To enable alerts, see Alerts for contact center metrics in Flex.

We’ve expanded Twilio Events to include support for Flex Teams events. Now, any actions taken on Flex Teams, whether through the API or Twilio Console, are published as audit events in Twilio Audit Insights. No configuration is needed—Flex Team events automatically appear in your Event Stream and logs.

This update provides a single source of truth for team activity and simplifies troubleshooting, auditing, and compliance reporting. You can also integrate Flex Teams events with your existing observability or compliance workflows. 

For full details, see Events resource.

We’re excited to announce that Flex UI 2.13.0 is now available. This release includes:

• The option to turn on a default Flex ringtone for incoming tasks and the ability to configure different sounds based on task channel using the new SoundManager API.

• Spell-check functionality in the email editor.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more.

For complete details, see the Flex UI release notes for 2.13.0.

Beginning today, agents can now leave and pause a task for any Flex Conversations channel, such as SMS or webchat. We’re expanding this functionality from only email tasks to all Flex Conversations tasks. 

Agents can also enter wrap-up after they leave or pause a task, so they can perform final wrap-up activities before completing a task. This ensures that agents have time to document their actions and also provides a more accurate report of their status.   

In addition, administrators and developers can now configure a webhook URL and subscribe to notifications about Interactions API events that occur during conversations. 

Event notifications can provide information about customer interactions or enable developers to trigger additional workflows after certain events. For example, when used with leave and pause functionality, Interactions event notifications enable you to trigger custom logic when a customer responds to a conversation the agent has left.

With SAML-based SSO, users can now automatically join a primary team when they sign in to Flex. In addition, when supervisors sign in to Flex, they can automatically gain oversight of multiple teams as the assigned owner. By using attributes from your identity provider (like Okta), this update simplifies team assignments right from the start. 

To learn more about Flex Teams and how to set up SSO, see Teams in Flex and Configuring SSO and IdP in Flex.