Twilio Changelog

Flex admins and supervisors can now monitor live messaging conversations while managing their agents. The Flex Teams View provides a real-time transcript for any of Flex's messaging channels, like SMS, WhatsApp, or Facebook Messenger.

Learn more about supervisor capabilities and Teams View programmability in our Monitoring Agent Activity guide.

Flex now includes a pilot dialpad, enabling your contact center agents to make outbound calls to customers, add internal employees or external numbers to a call, and send DTMF tones to connected calls. Enable the feature under the Pre-Release Features section in the Flex Admin UI.

Learn more about the Dialpad and Pre-Release Features within our End User Guide.

This Flex UI release adds the AudioPlayerManager API, which makes it easier to add sound playback. For example, you can use the AudioPlayerManager API to add audio notifications to events that you don’t want your agents to miss.

Other notable changes in this release include:

• Support for setting chat orchestrations per task
• Ability to send DTMF tones in the call
• Ability to add/replace/remove action buttons in the IncomingTaskCanvas component
• Team View performance improvements

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

Using the new Zendesk CTI Flex integration, teams using Zendesk as their ticketing system can now interact with their customers across multiple communication channels and focus on solving customer issues instead of administering their account, by letting Flex take care of the ticket housekeeping, right from within the Zendesk UI.

This integration is Generally Available starting today and supports the following: search and screenpop, interaction logging, context switching, chat transcription, voice recording, and click to dial (beta).

You can add Flex to your Zendesk Support Domain by following the documentation here.

The Flex Plugin Builder v3 is now in Beta. This release enables you to build and deploy your plugins directly from the CLI by leveraging the Functions & Assets API. You can integrate the release of your hosted Flex plugins within a CI/CD pipeline.

To opt into the newest version, check our upgrade guide for using the Plugin Builder.