Twilio Changelog

We have updated all Flex projects that use Automatic Updates to Flex UI 1.24.

This release of Flex UI and WebChat UI introduces new syntax options for Chat Markdown including support for new elements (headings, ordered lists, code snippets, block quotes). To learn more about Markdown, visit our Flex docs. Markdown is currently in Beta and can be enabled for your account on the Pre-Release Features Page.

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

Flex UI 1.24

Flex Webchat 2.7

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

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

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

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

The Plugins Dashboard now displays all legacy plugins currently enabled for your agents. With this feature, the Plugins Dashboard is the source of truth for all plugin information in Flex. This makes it easier for admins to track the migration of their legacy plugins to the latest Plugins API. Admins can access the Plugins Dashboard via the Admin UI.

This release of Flex UI and WebChat UI introduces new syntax options for Chat Markdown and overall improvements in stability of this feature including several bug fixes. To learn more about Markdown, visit our Flex docs. Markdown is currently in Beta and can be enabled for your account using a Pre-release feature flag.

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

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

• Co-browse directly from within Twilio Flex
• Data obfuscation (credit card, SSN, etc.)
• 1-click connect for your website visitors
• Out-of-the-box integration with Twilio Web Chat
• One-way agent video

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

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

• Outbound Dialer with predictive, progressive, preview, and agentless dialing modes
• Contact Management and Segmentation - de-duplicate and scrub contacts to build the right campaign list
• Compliance Support - Do Not Call (DNC) numbers filtering and segmentation of contacts based on Prior Express Written Consent (PEWC). These tools let you conform with privacy regulations including TCPA, GDPR, CCPA, and Ofcom.
• Answering Machine Detection
• Campaign Optimization - contact selection strategies can leverage AI-predictions including Best Time To Call (BTTC), best channel to use, and propensity models
• Agent Blending - allows agents to seamlessly transition between inbound and outbound dialing

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

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

• Workforce Management
  • Historical data for forecasting
  • Agent schedule creation
  • Real-time adherence
• Quality Management
  • Recording and reporting
  • Quality evaluations
  • Screen recording
• Analytics
  • Speech, desktop, and text analytics

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

In TaskRouter, timestamps for TaskQueueEnteredDate will now be updated following an intra-queue transfer. Previously, TaskQueueEnteredDate was only updated when a Task was transferred to a different TaskQueue.

To learn more about the TaskRouter Events resource, please refer to our documentation.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.23.

This release of Flex UI introduces usability improvements for the Conversation Screen. Now when users drill down to individual conversations they stay natively in the Flex UI. The former Conversation Screen is still available but will be deprecated.

Other notable changes:

The Teams View will now recover automatically from connection loss. Users will not need to refresh the page to recover their connection.

Several dependency packages have been upgraded to patch security vulnerabilities.

For a full Flex UI 1.23 changelog, visit the Flex UI release notes.

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

This release of Flex UI introduces usability improvements for the Conversation Screen. Now when users drill down to individual conversations they stay natively in the Flex UI. The former Conversation Screen is still available but will be deprecated.

Other notable changes:

• The Teams View will now recover automatically from connection loss. Users will not need to refresh the page to recover their connection.
• Several dependency packages have been upgraded to patch security vulnerabilities.

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