Product changelog and announcements

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.

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.