Product changelog and announcements

Voice Intelligence has been renamed to Conversational Intelligence – reflecting our expansion into analyzing conversations across all customer touchpoints. Businesses can now unlock unified AI understanding across Voice, Messaging & Virtual Agents. 

Building on the foundation of Voice Intelligence's AI-powered transcription and language analysis capabilities, Conversational Intelligence introduces powerful new features designed for today’s cross-channel engagement landscape:

🤖 AI Agent Observability with ConversationRelay (Generally Available)

A native integration with ConversationRelay empowers you to monitor and refine interactions between customers and Twilio-powered AI agents to ensure quality and fine-tune performance over time.

✨ Generative Custom Operators (Public Beta)

LLM-powered custom operators let you easily define use cases like quality assurance checks, compliance flagging, or competitive insights — tailored to your business — all with just a few simple instructions. 

💬 Conversational Intelligence for Messaging (Private Beta)

Gain full visibility into customer interactions across SMS, WhatsApp, and web chat. Analyze messaging conversations alongside voice data to uncover trends, preferences, and patterns throughout the entire customer lifecycle.

Want to learn more?

• 👉 Explore the Conversational Intelligence docs
• 👉 Get building using Conversational Intelligence with ConversationRelay
• 👉 Create your first Generative Custom Operators
• 👉 Request access to the Conversational Intelligence for Messaging Private Beta

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Important Note: Voice Intelligence customers do not need to take any action as a result of these changes, and Transcription & Language Operators will continue to function normally. 

The Data Split step allows users to send profiles down different Journey paths based on profile trait conditions or existing audience membership. Users can configure multiple conditions for each branch based on: 

• Profiles with or without traits

• Profiles are part of or not part of an audience

Please note: we only support mutually exclusive Journey paths, so users will be evaluated for branch conditions in sequential order. Users can reorder the branches to adjust rankings.

Quick video overview

Twilio, by default, handles standard English-language reply messages such as STOP, UNSUBSCRIBE, END, QUIT, STOPALL or CANCEL for US and non US Long Code numbers, in accordance with industry standards. As of May 13, 2025, Twilio added REVOKE, and OPTOUT as additional opt-out keywords.

Learn More: Update to FCC's SMS Opt Out Keywords

Beginning today, agents can now leave and pause a task for any Flex Conversations channel, such as SMS or webchat. We’re expanding this functionality from only email tasks to all Flex Conversations tasks. 

Agents can also enter wrap-up after they leave or pause a task, so they can perform final wrap-up activities before completing a task. This ensures that agents have time to document their actions and also provides a more accurate report of their status.   

In addition, administrators and developers can now configure a webhook URL and subscribe to notifications about Interactions API events that occur during conversations. 

Event notifications can provide information about customer interactions or enable developers to trigger additional workflows after certain events. For example, when used with leave and pause functionality, Interactions event notifications enable you to trigger custom logic when a customer responds to a conversation the agent has left.

Key Pair Authentication for Snowflake is now Available to all users on Free, Team, and Business plans (previously only available to Business Tier users). This authentication adds an extra layer of security for connections to Snowflake warehouses, replacing the use of username/password. Therefore, implementing key pair authentication helps customers maintain compliance and enhance connection security. Note: Secure authentication for SQL Traits with Snowflake is not yet supported, but we will add this feature soon.

Snowflake plans to discontinue support for username/password logins by November 2025.

For more information see our docs:

• Reverse ETL Setup

• Data Graph Setup

• Warehouse Connections

Users can now choose to be alerted when an Audience Computation/Run completes

Description example: This new alert can be discovered and configured via Monitor > Alerting > Default > Engage > Audience Run Completed and is GA.

Audience Event Health alerting has shipped to GA and is available to all Engage users.

• This alert allows users to be notified when a specific Audience’s events fail to sync to the destination by X%.

• Users can choose to send the notifications to an email of their choice, to Slack, or via in-app notifications.

• This release has introduced a new “Alerts” tab to the Audience overview page, one of the places where relevant alerts can be found moving forward for Engage

Segment’s native alerting features have a new home in-app, within Monitor / Alerting. This new interface allows to view and configure all available alerts across their Segment Workspace. A single place to review, configure, and enable/disable alerts for any of our features. 

With SAML-based SSO, users can now automatically join a primary team when they sign in to Flex. In addition, when supervisors sign in to Flex, they can automatically gain oversight of multiple teams as the assigned owner. By using attributes from your identity provider (like Okta), this update simplifies team assignments right from the start. 

To learn more about Flex Teams and how to set up SSO, see Teams in Flex and Configuring SSO and IdP in Flex.