Product changelog and announcements

We’re excited to announce that Twilio’s integration with Salesforce Service Cloud Voice is GA and listed on the AppExchange.

This release comes with the following enhancements:

• External Call Transfers: Agents can now transfer calls to external phone numbers.
• Supervisor Barge & Listen: Supervisors can now monitor live calls and “barge in” to assist agents during critical customer interactions.
• Toggle Real-Time Transcription: Administrators can enable or disable real-time transcription based on specific privacy requirements or workflow preferences.

To learn more about setup, please see the setup guide.

Voice Insights Trust & Engagement Insights and its companion Reports API are now Generally Available. This combined release provides a comprehensive solution for managing outbound calling health and campaign ROI.

Trust & Engagement Insights offers a specialized Twilio Console dashboard to detect behaviors triggering spam labeling, identify blocked calls, and optimize dialing windows with a best-time-to-call heatmap. Users can quantify campaign effectiveness through a visual engagement funnel and measure the ROI of trust investments like Branded Calls.

The Reports API serves as a zero-infrastructure companion, allowing you to programmatically retrieve these same aggregated metrics—per account or per phone number—with a single call. By outsourcing data processing to Twilio, you can accelerate decision-making and reduce operational costs by up to 90%.

Key Benefits:

• Holistic Health: Monitor Trust & Engagement scores to proactively mitigate spam labeling and blocks.

• Performance Optimization: Use heatmaps and human-answer rates to refine dialing strategies.

• Programmatic Access: Use the Reports API to build custom dashboards or integrate metrics into your own internal tools.

• ROI Attribution: Compare branded vs. unbranded call performance to justify trust product investments.

These features are available exclusively as part of Voice Insights Advanced Features.

Learn more in our Trust & Engagement Insights and the Reports API documentation.

Twilio SCIM API is now Generally Available (GA). You can now automate user provisioning and deprovisioning directly from your Identity Provider (IdP), keeping Twilio access in sync as your team grows and changes.

Connect your IdP to Twilio using the SCIM 2.0 standard by creating an OAuth application in the Twilio Admin Center. Use the access token to manage users via the SCIM API endpoints—create new Twilio users, update user details, and deactivate access automatically.

• Create a new OAuth application using the authorization code grant type with the required SCIM scopes.

• Use the access token to manage users via the SCIM API endpoints—create Twilio users, update user details, and deactivate access automatically

• Okta is supported out of the box; Azure AD and Google Workspace require custom setup.

To learn more about the SCIM API, please check our docs.

We are excited to announce that Flex instances can now be added to any existing Twilio account or subaccount. Key features include:

• Reuse existing resources: You can now add Flex to any existing (non-Flex) Twilio account. This allows you to leverage existing phone numbers and Studio flows without the need for time-consuming resource migrations.
• Subaccount support: Flex instances can now be deployed within Twilio subaccounts. This is ideal for managing distinct Flex environments for:
  • Regional or departmental deployments: Separate instances for different countries or regions or departments like sales or support.
  • SDLC environments: Clear separation between Dev, Staging and Production.
  • Tenant isolation: ISVs can provide strict data and configuration isolation for end-customers within a multi-tenant architecture.

We are thrilled to announce that the Flex SDK has officially moved to GA. The Flex SDK enables embedding Twilio Flex contact center capabilities into any web application. This release includes:

• The SDK is now significantly more lightweight.
• This version requires a minimum Node.js version 20.
• Bug fixes and enhancements.

For details, see the Flex SDK docs.

In Segment, when building an audience based on audience membership, you can use existing audiences as criteria for creating new audiences. You can include or exclude profiles based on their membership in other audiences, allowing you to generate more specific audience segments. You can configure your conditions with:

• Import audience conditions: This copies the conditions from the referenced audience and generates a combined SQL query. The audience runs independently, even if you disable the original audience or update it later. Use this option when you need the freshest compute result, since this eliminates the Profile Sync delay (about 1 hour).

• Use audience membership traits: This references the original audience membership traits, so it may take extra time to update if that audience needs to recompute. Use this option if the base audience membership doesn’t need to be recomputed every time, in order to save on compute costs.

To learn more, see our Linked Audiences docs.

In Segment, Linked Audiences now supports data freshness detection for Identify events. When you configure an activation with the new "Profile enters or exits audience or entity values changed" trigger, Segment detects changes to entity context data between runs and emits an Identify event for affected profiles — even if their audience membership hasn't changed. This keeps enrichment values up to date in Braze, Customer.io, and AWS S3, making it easier to power time-sensitive journeys like past-due reminders, onboarding sequences, and abandoned cart campaigns.

To learn more, see our Linked Audiences docs.

In Segment, you can now choose to build entity-based Linked Audiences, explicitly scoped to entities such as accounts, businesses, or households. Once users select the activation target upfront, the builder dynamically adapts, ensuring conditions, operators, and validations match user expectations for that specific entity. When you preview your Linked Audience, you'll see the count of audience members who meet the criteria and a sample of matching entities.

To learn more, see our Linked Audiences docs.

Twilio Studio now natively supports RCS (rich communication services) for both outbound and incoming message flows. This means you can now build and automate rich, branded, and interactive messaging experiences directly within Studio, leveraging all the benefits of RCS—such as rich media, card crousels, and webviews—without the need for workarounds or custom integrations.

For configuration details and best practices, see our documentation:

• Get started with RCS messaging

• Use RCS messaging with Studio

Studio now includes the Start Conversation widget, which enables Studio flows to initiate a two-way Twilio Conversation without requiring custom code or direct API calls. This widget creates a Conversation with a single participant and configures Studio to continue the flow when inbound messages are received.

Note that this widget is only for outbound/REST API triggered flows. Inbound flows already support Twilio Conversations without the Start Conversation widget.

For more information, see our Start Conversation widget docs.