Twilio Changelog

As of March 17, 2025, Flex Webchat 3.x.x. can now support healthcare use cases that contain protected health information (PHI) for organizations that are subject to the Health Insurance Portability and Accountability Act (HIPAA). Twilio will sign Business Associate Addendums (BAA) with covered entities and business associates for HIPAA Eligible Services.

To learn more about how to build on Twilio for HIPAA compliance, see Architecting for HIPAA on Twilio.

We’re excited to announce that Flex Webchat 3.x.x is now generally available (GA). Webchat 3.x.x is a chat widget that you can embed on your website. The widget helps your customers chat with an agent without leaving your webpage. It’s natively integrated with Flex UI, built on Flex Conversations, and hosted by Twilio.

Webchat 3.x.x is simple to set up: you create a deployment key, connect it to a messaging address, and then copy the Flex-generated embed code to your website. Compared to other Flex Webchat options, Webchat 3.x.x also includes enhanced security. You can use the out-of-the-box configuration or customize your Webchat to request user information and gather context data before the start of a chat.

Our latest version, Webchat 3.2.0, was released on March 10, 2025. For information about updating from Webchat 2.x, see our Webchat migration guide. 

To learn more and get started, see the Webchat 3.x.x overview.

We’re excited to announce that Flex is now compatible with Windows 365 Cloud PCs. If your agents use Windows 365 Cloud PCs as their virtual machines, they can now use Flex UI in that environment while maintaining optimal call quality. 

To use Flex on Windows 365 Cloud PCs, you must use Flex UI version 2.10.1 or later. 

For complete details, see our Flex on Windows 365 Cloud PC documentation.

We’ve introduced a 14-day time limit for paused tasks in an agent’s inbox. This change applies to all supported Flex UI versions. In Twilio Console, you can reduce the default 14-day time limit for paused tasks so they are routed to a new agent or queue faster. 

Paused tasks created on February 19, 2025, or later will automatically time out after 14 days unless the agent resumes work before then. When a paused task times out, it’s returned to the queue. 

Beginning with Flex UI 2.11.0, paused tasks in an agent’s inbox show when they’ll be reassigned if they remain paused. This change enables agents to better manage their paused tasks. 

We’ve also added a new configuration option in Twilio Console for when an agent leaves a task. You can now choose to use custom routing when an agent leaves, or keep the default behavior of creating a new task. 

To learn more, see Configure the Leave and Pause options for email tasks. 

We’re excited to announce that Flex UI 2.11.0 is now available. This release includes:

• New metrics in Queue stats monitoring that enable you to monitor agent availability. 

• An update to the Teams view page to add the queue name to each task card for quick reference without an extra click.

• An update to Citrix SDK 4.0.2 to provide enhanced capabilities in Flex on Citrix VDI.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.11.0.

Flex administrator pages that manage your Flex UI version (“Versions”) and turn on opt-in Flex features (“Features”) are migrating from Flex UI’s Administrator section into Flex Console. This continues the journey toward a unified Flex administrator experience in Flex Console. It also prevents administrators from being charged for logging in to Flex UI for administrative tasks.

These pages will remain available in parallel in Flex UI > Administrator until March 4, but we encourage Flex administrators to make sure they can access the pages in Flex Console ahead of this transition. You can find the pages in their new locations in Console:

• Flex > Manage > UI versions

• Flex > Manage > Opt-in features

If you experience any issues accessing these pages in Console, contact Twilio support as soon as possible.

Agent Copilot (public beta) now has the ability to automatically identify the reasons behind customer inquiries with topics and subtopics as part of its automated wrap-up feature.

Create topics and subtopics if you need more granularity via your Twilio Console. Copilot automatically selects the most relevant topic and subtopic based on the customer's conversation. This feature is another step towards leveraging AI to improve agent handle time during wrap-up and enables deeper analysis of contact center interactions.

Upgrade to Flex UI 2.10 and view our docs to get started.

On December 9, 2024 some traffic will begin to use Umatilla (us2) for conference mixing if the majority of participants are joining from the Umatilla (us2) edge location. On January 7, 2025 all conferences where the majority of participants join from the Umatilla (us2) edge location will be mixed there; Umatilla (us2) will also become selectable as a Programmable Voice Conference mixer region in TwiML and via API.

We’re excited to announce that Flex UI 2.10.0 is now available.

This release includes the public beta release of a new Teams view that enables you to organize agents into teams, allowing supervisors to view, filter, and interact with their agents more efficiently. You’ll also notice a public beta feature that enables agents to natively view Flex UI in Español (México) or Português (Brasil). 

In the next few weeks, you’ll receive upcoming enhancements that will only be available on Flex UI 2.10.0 and later. These enhancements include the ability to classify customer interactions by topic and subtopic in Agent Copilot, and Webchat 3.0 support for configurable pre-engagement forms and context as well as a new end chat button for customers. Watch the coming soon section of the release notes for details as these updates become available.

For complete details, see the Flex UI release notes for 2.10.0.

Flex Insights (Historical Reporting) now offers Agent Copilot-related metrics that capture the customer sentiment and disposition code of a Conversation. If you have Agent Copilot and Flex Insights, you can visualize this data on the new Agent Copilot dashboard in Insights. For more information, see the documentation for Agent Copilot metrics.