Product changelog and announcements

Flex helps businesses create tailored customer engagement experiences, no matter where their teams work. To extend that power beyond the desktop, we introduced Flex Mobile to keep teams connected and productive on-the-go.

During Flex Mobile’s time as a beta product, it became clear that no two organizations use the app in the same way, which is a testament to Flex itself—Flex’s core strength has always been its flexibility, which empowers you to shape customer experiences to fit your team’s unique needs.

As we listened to your feedback and observed how you used Flex Mobile, we saw that a single mobile app can’t capture the unique requirements of every organization. Rather than stretching one app to fit all use cases, we decided to do what Twilio does best: empower you with the tools, services, and trusted partners you need to build or choose the right mobile solution for your business. 

As a result, we’ve decided not to move Flex Mobile into General Availability. Flex Mobile will End of Sale (EOS) on September 30, 2025. After this date, the Flex Mobile app won’t be available to new users. If you’re already using Flex Mobile, rest assured that we’ll continue to support you throughout the transition period.

We haven't set a retirement date yet, but when we do, we’ll provide you with advance notice and the resources to help you make a smooth transition. Flex remains an important component of our long-term vision and we’re continuing to invest in Flex UI and APIs.

Customers looking for mobile alternatives are encouraged to explore:

• SpokePhone: Supports most mobile-first use cases like sales, service, and field teams. SpokePhone has deep integration with the Twilio platform, supports Voice and all Conversations channels, offers robust call routing, transfers, and analytics, and works seamlessly alongside Flex deployments.
• Quo (previously OpenPhone): Best for teams that only need Voice, SMS, and MMS. Features include a collaborative team inbox, AI-powered call transcription and summaries, voicemail transcription, and automated SMS replies for faster customer response.
• Fastcall: Ideal for Salesforce-centric teams. Fastcall provides deep integration with Salesforce tools, supports Voice, SMS/MMS, and additional channels like WhatsApp, and includes AI-based conversational insights.

We’re grateful for everything you’ve built with Flex Mobile, and we understand that change isn’t always easy. If you need guidance or support, we’re here to help you as you plan your next steps.

–Team Twilio

As of September 30, 2025, Conversational Intelligence for Voice channel and Real-Time Transcription for Video 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.

Click here to learn more about how to build on Twilio for HIPAA compliance.

Voice PCI console settings simplified and retention policy extended for all new PCI accounts.

All self-service Twilio Messaging customers can instantly onboard to higher messages per second (MPS) capacity, for shortcode and toll-free traffic, through purchase of Traffic Optimization Engine(TOE) Pro in Console. To learn more about the TOE Pro self-serve options currently available in Console, navigate to the Subscriptions page here.

Twilio customers can now directly define flows through WhatsApp and send them with Twilio. This enables customers to use the full capabilities offered by WhatsApp. It now also supports flows powered with endpoints. Endpoints let you pass data directly between your services and Meta to provide a personalized and dynamic experience to your customers.

Twilio now supports sending messages containing flows in session without template approval in addition to as an approved template with WhatsApp/flows. 

To learn more about how to send WhatsApp/flows see our docs here.

We have added support for designating a display name to be included in the From header for calls to SIP destinations initiated via the Conferences Participants subresource.

Introducing Voice Insights – Trust & Engagement Insights, a comprehensive dashboard for building trusted, high-performing, high-ROI outbound calling campaigns at scale. It proactively detects behaviors that trigger spam mislabeling or downstream blocked calls and provides step-by-step mitigation guidance across your entire number inventory. Optimize dialing windows with best-time-to-call signals, measure end-to-end campaign effectiveness through a visual engagement funnel (including human call answer and engagement rates), and attribute impact from trust investments like Branded Calls with clear ROI reporting. The result is fewer wasted attempts, trusted calling, and a consistent, measurable lift in answer rates thus driving favorable business outcomes. 

Key benefits:

• Trust & Engagement Score for a quick read on outbound calling health.

• Visibility into the drivers of reach and pickup (answer rates, blocked calls, potential robocalls, and short-call percentage).

• Early detection of deteriorating trends with prescriptive mitigation guidance.

• A customer engagement funnel to quantify campaign effectiveness at a glance, including percentage of calls answered by humans call answer rates.

• Best-time-to-call answer rate heatmap to optimize dialing windows. 

• Identification of calls blocked by downstream carriers and the phone numbers impacted.

• ROI measurement for Trust products like Branded Calls, with easy A/B comparisons against unbranded calls. 

Voice Insights – Trust & Engagement Insights is included exclusively as a part of Voice Insights Advanced Features. 

Learn more in our Voice Insights –Trust & Engagement Insights docs.

Twilio now supports sending one tap and zero tap authentication templates on WhatsApp.

One tap autofill lets your customers authenticate by clicking a button in WhatsApp that triggers an activity that opens your app and delivers the password or code to it.

Zero tap authentication templates allow your users to receive one-time passwords or codes through WhatsApp without having to leave your app. If the zero-tap process fails, the code is still delivered in the WhatsApp chat.

More information on how to configure your existing authentication or new templates to support this functionality can be found in our documentation. 

View updates for Connections, Protocols, Unify, and Engage on Segment Community.

Twilio now supports sending webviews on RCS through twilio/card. 

Webviews are new way for your customers to open links that keep them on the messaging thread. With webviews through Twilio, you can designate the height of the in-app browser that opens the webview. 

Additionally, webviews opens the door for more even richer interactions through RCS with integrations such as boarding passes and in-messaging payments.