Twilio Changelog

In new TaskRouter projects and Flex projects, TaskRouter workspaces are now always multitasking and TaskRouter no longer supports switching the workspace from multitasking to single-tasking.

Existing projects with single-tasking workspaces are excluded from this change.

To learn more about multi-tasking in TaskRouter, refer to our documentation on multitasking.

Previously, when a TaskQueue had been configured for multi-reservation of workers, TaskRouter would try to establish an audio connection for every worker that accepted the reservation request, before rescinding all but one reservation. In rare circumstances, that could lead to more than one worker being placed into conference with the customer.

Now, TaskRouter will only establish the audio connection for the first worker accepting the reservation, while all other worker reservations are immediately rescinded.

To learn more about multi-reservation in TaskRouter, refer to our documentation on multi-reservation in TaskQueues.

The Twilio Debugger now reports on uncaught exceptions or console.error messages that are triggered from the Flex UI or Flex Plugins. In addition to the Debugger, these notifications can also be consumed via the Debugger Webhooks and Alert Triggers.

You can enable the Debugger Integration on the Pre-Release Features Page in the Flex Admin UI. Learn more about how to use the integration by visiting our End User Guide.

This release of Flex UI introduces minor fixes for chat interaction, a new Action for updating agent activity, and UI performance improvements.

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

You can now record voice calls in Flex with two distinct channels, one per party in the conversation. This allows call center managers and quality supervisors to focus on just the customer or just the agent when analyzing calls. The voice player within Flex Insights will separate both channels and highlight who was talking during the conversation.

Visit our documentation for details on enabling and accessing these recordings.

TaskRouter no longer immediately deletes tasks if they pass the final step in a workflow without an accepted reservation. After the Workflow Timeout event, these tasks will now transition to Canceled, and the relevant events are being emitted via the TaskRouter REST API Events Resource.

To learn more about the lifecycle of a task, refer to our documentation on task state and workflow execution.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.14.

This Flex UI release brings a number of usability improvements and new features to Flex Messaging:

• Browser Notifications: Flex now sends a browser notification when the Flex window is not in focus and the agent is assigned a new task or receives a new message.
• Markdown: Added support for markdown markup language for WebChat.
• WebChat Customer Presence: Indicator for WebChat tasks signaling whether the customer is still online.
• Typing Indicator in Task List: Added typing indicators in the Task List specific for WebChat.

For a full 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.

The Real-Time Queues View is now available within Flex. Available to Flex supervisors and admins, this view displays real-time task and agent activity per queue. You can monitor the number of pending tasks, longest wait times, and available agents to track your contact center activity.

For more details, visit our user documentation. Our programmability guide details how to enable and customize the dashboard.

Single Sign-On (SSO) for Flex is now Generally Available. Flex SSO is used to login each user into the Flex UI and it handles the authentication and authorization of all requests from Flex to Twilio's APIs.

Breaking Change: We have now deprecated our original SSO Login URL (preview.twilio.com/iam), and we recommend all users update their SSO configuration. Details on the required configuration changes are available in our migration guide.

Note: An earlier version of this update indicated the deprecated login URL would be disabled on April 1, 2020.

Flex now supports Single Sign-On Identity Providers that disallow iframed logins. For enhanced security, some services prevent accessing their login forms if they are loaded from within another webpage. If you embed Flex within another application, you can now safely launch your SSO login from a dedicated popup window and avoid iframe restrictions.

You can enable the 'Login Using Popup' feature and set your Single Sign-On configuration within the Twilio Console.