Product changelog and announcements

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.

With Flex Conversations, agents can now seamlessly transfer messages to another agent or to a queue, with the option to add notes for extra context during the transfer.

Flex Insights (Historical Reporting) also now offers key transfer-related metrics like Total Transfers, Successful Transfers, Failed Transfers and Transfer Segments. These power a new out-of-the-box report on Messaging transfers.

The Conversation Transfer plugin remains available in the Plugin Library. You can choose between using the native Messaging transfers functionality with historical reporting or continuing to use the plugin, if it meets your needs.

For more information, see the Messaging transfers (Public Beta) documentation.

We are excited to announce that Flex UI 2.9.0 is now available. This release features the following additions and updates:

• We have certified that Flex UI works on Chromebooks, expanding your device options. 

• In Unified Profiles, your agents can now view customer interactions history information before any of your customer data sources are connected, immediately enabling them to provide more customized, efficient service.

Throughout Flex UI, you'll find a broad range of feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.9.0.

We roll out releases gradually over the span of a few weeks. If you have automatic Flex UI updates enabled, you can now opt in to have new minor releases applied to your Flex instance as soon as they’re available. We recommend this on accounts used for development or testing purposes to explore new features right away.

We are excited to announce that Flex UI 2.8.0 is now available. This release features the following additions and updates:

• Additional language support for Agent Copilot, so you can now generate wrap-up notes for Spanish and Portuguese conversations. 

• In Unified Profiles, we’ve added:

  • Customer highlights for outbound conversations

  • The ability for agents to manually refresh a customer’s profile history

  • Improved configurability for the profile header and recent activity

  • Enhanced container capabilities which allow your agent experiences to benefit from existing Flex programmability features

  • When a task comes in and a profile is associated with the customer’s email address, the customer’s name now appears in the task

• Flex on Citrix VDI now supports remote devices running ChromeOS, including Chromebooks.

• Updated the Voice SDK to version 2.11.1.

• Updated the behavior of the Flex UI API Reference version selector so that broken links redirect to the newest documentation for the selected version instead of showing an error message.

You'll also notice a number of feature and UI enhancements, bug fixes, and more.

For complete details, see the Flex UI release notes for 2.8.0.

We're excited to announce that the Update Profile Traits Widget is in Private Beta. Use this widget to take information you learn about a caller during a flow execution and send it to Unified Profiles to update profile trait data. This allows you to enrich profiles to personalize future customer experiences based on their profile traits. 

Visit the Update Profile Traits Widget docs to learn more.

TaskRouter now enables you to route tasks directly to a specific worker or task queue. This can be helpful when: 

• A customer only wants to speak to one specific worker.

• A customer sends an email with a technical question the worker who received it is unable to answer. However, the worker knows a specific worker or task queue who can help that customer. 

• You need to route tasks based on additional criteria beyond what is supported in TaskRouter’s workflows. For example, this can be helpful when you want to check task queue depth and route to a different task queue based on wait times.

To route a task to a person, task queue, or workflow, specify the worker, task queue, or workflow in the RoutingTarget parameter. 

If you want to make sure that you don’t route a task to a worker who doesn’t currently have capacity, set the new IgnoreCapacity parameter to false. This parameter only applies when routing a task to a worker; it does not apply when routing to a task queue or workflow. 

By default, the IgnoreCapacity parameter is set to true when routing to a worker, meaning that the worker will receive the task even if they don’t have capacity. For example, a customer who calls to speak to a specific worker can be routed to that person and leave a voicemail if they’re not available, rather than be routed to a different worker.

For more information about routing tasks, see our Task Resource documentation.