Product changelog and announcements

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.

We’re excited to announce that Flex UI 2.12.0 is now available. This release includes:

• A new Flex UI action for Conversations messages that lets you send rich text using a content template and associated variables.

• You can now localize dynamic strings, such as agent status, in custom Flex plugins.

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

For complete details, see the Flex UI release notes for 2.12.0.

On April 1st, 2025, the WhatsApp Template Console Tab and Templates API will be deprecated. As part of the deprecation Twilio will implement brownouts for the product from April 1 to April 21. After April 22 WhatsApp templates sent with the legacy WhatsApp Templates product will no longer be able to be sent.

Customers will start to see 63016 errors if they continue sending templates without making the necessary changes. Sending WhatsApp templates using the body parameter will be deprecated. Customers need to migrate to Content Template Builder (formerly known as Content API and Content Editor) and change their how they send templates to use Content Sid and Content Variables to avoid a disruption.

Your Content Templates can be found in the Content Template Builder in Twilio console.

More information about the deprecation can be found in this support article.

We’re excited to announce that the Flex Teams API is now available in Public Beta. This resource allows for programmatic control over Teams - the configurable grouping structure used for agents and supervisors available in the Flex Console. With the introduction of the Teams API, you can now automate and integrate team management into your workflows. 

To learn more, see the Teams API documentation for detailed information on endpoints, parameters, and usage examples.

Beginning today, we’re reorganizing the Flex section of Twilio Console to make it easier for Flex administrators to find what they need. 

The Flex administrator experience in Console has grown significantly, and the existing navigation structure is no longer able to support all the content we’ve added. To address this issue, we’re redesigning the Flex navigation structure. We’ll be introducing changes gradually, one category at a time.

Today, we added the first new category: Users and access. This category contains the Single sign-on (SSO) and Automatic logout configuration pages. 

Soon, you’ll see more new Flex navigation categories. As existing pages are moved, if you try to access the old URLs, you’ll see redirect notices to explain where you can find the new pages. If you have bookmarks or other links to the old URLs, we recommend updating them to the new URLs when you see these notices. After a transition period, the old URLs will simply redirect to the new pages.

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.