Twilio Changelog

Following our earlier announcement, we have applied a Content Security Policy to all Flex applications on flex.twilio.com. This restricts Flex from being rendered in an iframe on unregistered external domains. To continue using Flex within an iframe, including through Salesforce and Zendesk integrations, admins must register their external domains on the Flex Settings page. We have updated our Content Security Policy to prevent potential phishing attacks or abuse by malicious third parties.

Refer to our documentation for more details.

This release of Flex UI includes a public beta for Real-Time Queue Monitoring. This feature displays real-time metrics that are useful for managing queues during the day. We have added new default metrics - number of handled customers, number of abandoned customers, and SLA. The SLA shows the percentage of waiting customers that were connected to an agent within a desired target time. Developers can programmatically add additional metrics to extend this dashboard.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.26.

This release of Flex UI and WebChat UI upgrades Browser Notifications and Markdown to Generally Available. These features improve agent efficiency and customer experience for messaging interactions.

Markdown support allows agents to format Web Chat messages. This can improve the readability of longer messages. Using bold text, italics, or bulleted lists can create structure and emphasis in your agents' messages, and ensure that customers read and understand the message correctly.

Browser notifications help agents respond to tasks that require their attention in a timely manner and not miss any customer interaction when they are not focused on Flex.

Visit the Flex settings to enable these features on your account.

Other notable changes in Flex UI 1.26:

• Error reporting - Flex now reports on errors that are generated within the UI. This will help us continuously improve the quality of the application and get more insights into issues that need troubleshooting. To read more about ways to troubleshoot Flex UI, including how you can opt out of error reporting, visit our Flex docs.
• Transfer directory hidden filters - Now you can programmatically pre-filter the list of agents or queues in the transfer directory. Agents accessing the directory to initiate a call transfer will view and search only within the prefiltered subset. For example, you can choose to only display agents who are available. To learn more about Transfer directory hidden filters, visit our Flex docs.

For a full changelog, visit the release notes for our client libraries:

Flex UI 1.26

Flex Webchat 2.9

Reminder: You can pin to individual versions of the Flex UI or manage your Automatic Updates within the Flex Admin UI.

Flex projects have been updated so that only a single TaskRouter Workspace may be used. This aligns the TaskRouter API with the Flex Fair Usage Policy.

In situations where you are attempting to use multiple TaskRouter Workspaces to test development ideas, we recommend dedicating an entire Twilio account as a development environment. Multiple TaskRouter Workspaces can continue to be used in non-Flex accounts.

Twilio has completed validation of the integration between Flex and Spoke Phone. Spoke Phone is a Unified Communications (UC) / Private Branch Exchange (PBX) built on Twilio and fully integrated into Flex. Spoke provides features such as a directory list with presence for back-office workers, the ability to transfer calls between Spoke users and Flex users, as well as business continuity options for Flex users.

To learn more about Spoke Phone's capabilities and how to enable it for your application, visit our integration documentation.

Flex projects upgraded after June 1 will no longer include Autopilot usage as part of the Flex Fair Usage Policy, and Video usage will be covered as a "premium product" with limits outlined in our published policy. Existing, upgraded Flex projects will not be impacted by these changes.

We are excited to announce that the Plugins Dashboard and Plugins API are now generally available and covered by Twilio SLA and support plans.

The Plugins Dashboard, powered by the Plugins API, provides visibility and control to admins outside of a developer’s command line interface. The Plugins API provides modern DevOps capabilities to plugin development, including:

• Control which plugins are enabled for your agents
• Track your version and release history as you update Flex
• Quickly revert to a previously known working configuration when troubleshooting agent issues

Review our dashboard guide and migration guide for more details.

Twilio has completed validation of the integration between Flex and Aspect WFM. The following features have been verified and are available for customers of Flex and Aspect:

• Workforce Management
  • Historical data for forecasting
  • Agent schedule creation
  • Real-time adherence

To learn more about Aspect WFM’s capabilities and how to enable it for your application, visit our integration documentation.

This release Flex UI and WebChat UI upgrades Browser Notifications and Markdown to Generally Available. These features improve agent efficiency and customer experience for messaging interactions.

Markdown support allows agents to format Web Chat messages. This can improve the readability of longer messages. Using bold text, italics, or bulleted lists can create structure and emphasis in your agents' messages, and ensure that customers read and understand the message correctly.

Browser notifications help agents respond to tasks that require their attention in a timely manner and not miss any customer interaction when they are not focused on Flex.

To take advantage of these features, visit Flex settings to enable them for your account.

Other notable changes in Flex UI 1.26:

• Error reporting - Flex now reports on errors that are generated within the UI. This will help us continuously improve the quality of the application and get more insights into issues that need troubleshooting. To read more about ways to troubleshoot Flex UI, including how you can opt out of error reporting, visit our Flex docs.
• Transfer directory hidden filters - Now you can programmatically pre-filter the list of agents or queues in the transfer directory. Agents accessing the directory to initiate a call transfer will view and search only within the prefiltered subset. For example, you can choose to only display agents who are available. To learn more about Transfer directory hidden filters, visit our Flex docs.

For more details on this release, please visit the release notes for Flex UI and WebChat UI.

The Plugins Dashboard now enables Flex admins to delete legacy builds of plugins that you have started migrating to the Plugins CLI. This step is necessary to complete a migration, and it ensures you can disable a plugin without accidentally serving the legacy build to your users. Legacy builds are plugins that were added to Twilio Assets prior to the Plugins CLI.

Admins can access the Plugins Dashboard via the Admin UI. Refer to our docs for more details.