Twilio Changelog

Twilio has completed validation of the integration between Flex and Survey Dynamix. Survey Dynamix can capture feedback over post call voice IVR, outbound voice IVR, conversational SMS, Web SMS, email, and web surveys.

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

Twilio has completed validation of the integration between Flex and Virtual Hold Technologies (VHT). VHT creates a better customer experience by allowing customers to avoid waiting on hold. This allows contact centers with peaks and valleys in incoming traffic patterns to optimize their staffing levels.

As part of the integration, we have documented the steps required to set up this integration as well as two sample deployment scenarios.

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

We have updated all Flex projects that use Automatic Updates to Flex UI 1.25.

This release of Flex UI introduces an improved troubleshooting experience for Flex UI users. Users of Flex UI will now be able to get error notifications via a Debugger UI and will be able to download a report with full error descriptions and logs. Flex UI developers will now be able to retrieve errors and logs programmatically to implement customized error monitoring and reporting. This Debugger UI is now in Pilot and can be enabled for your account on the Feature Settings Page.

To learn more about Flex UI troubleshooting, Debugger UI, and programmatic access to errors and logs, visit our Flex docs.

Other notable changes include

• Initial audio device check (previously in Pilot release) is now in GA and will be enabled by default for all accounts.
  

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

Flex UI 1.25

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

Developers can now use the standard ETag and If-Match HTTP headers when interacting with TaskRouter tasks. This allows developers to avoid conflicts when multiple systems are concurrently updating task attributes.

• When creating, updating or fetching a task in TaskRouter via the RestAPI, developers can now retrieve the version information for the task from the ETag header in the HTTP response.
• When updating a task via the RestAPI, developers can now provide the version information for the task in the If-Match header of the HTTP request to make the request conditional upon a version match.

To learn more about the new feature and the Task resource, please refer to our documentation.

The Flex Plugins CLI now provides the ability to archive a plugin, a plugin version, or a configuration. When archived, admins or developers can no longer enable the plugin for agents via the Plugins Dashboard or Plugins CLI. Developers can archive a configuration to prevent it from being redeployed. The archive command can be used to indicate that a plugin is no longer actively maintained or it has defects and should not be enabled. Information on archived plugins or configurations can still be viewed on the Plugins Dashboard and the Plugins CLI. For more details on this feature, refer to our documentation.

All Flex applications are now required to register their external domains when flex.twilio.com is loaded within an iframe. This restriction is now enforced for new applications. Existing Flex applications have until May 3, 2021 to confirm their registered domains.

To prevent potential phishing attacks or abuse by malicious third parties, we are applying a Content Security Policy to flex.twilio.com that restricts Flex from being rendered in an iframe by untrusted 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 pre-populated this list based on your current application activity.

Refer to our documentation for more details.

This release of Flex UI introduces an improved troubleshooting experience for Flex UI users. Troubleshooting and fixing any issues starts with understanding their cause and getting additional context about the issues. Users of Flex UI will now be able to get error notifications via a Debugger UI and will be able to download a report with full error descriptions and logs.

Flex Insights provides additional custom data fields for Conversations, Customers, and Agents data sets. You can now attach more data related to your specific business needs to conversations, customers and agents - which you can then use for segmentation, aggregations, and filtering in Historical Reporting.

To learn how you can set custom data fields programmatically, see Enhance your Flex Insights Integration.

The Flex Plugins CLI has been updated to automate one of the most common operations, enabling or disabling a single plugin. Developers can now provide the disable-plugin and enable-plugin arguments in the release and create-configuration commands. This simplifies the release process for developers managing multiple plugins. They no longer need to gather and update configurations for every active plugin. Refer to our CLI documentation for more details on these commands.

Other notable changes:

• Flex plugins no longer need to start with “plugin-”.

Flex Insights now supports detailed intraday reporting of agent workload. Workload reporting enables supervisors and data analysts to see which conversations the agents spent their time working on during the day with 15 minute interval granularity. Workload reporting is especially powerful in contact centers with long conversations that can be leveraged by Workforce Management applications to predict load and monitor schedule adherence. The time spent working on conversations can be filtered and segmented by direction, queue, agents, and all the other attributes available in Flex Insights.

Flex Insights now also reports on how many conversations agents worked in parallel at a specific moment. This gives visibility into how efficiently their time is used in multi-tasking environments. You can also report how much time agents spend idle - handling no conversation during their working hours.

For more information see workload reporting documentation.