Twilio Changelog

We’re excited to announce the Public Beta release of Flex Mobile, a pre-built app available for iOS and Android devices. Flex Mobile brings the Flex experience to a phone or tablet, giving agents the flexibility to answer calls and messages while away from their desks.

Current Flex customers can download the app and use it with an existing Flex instance at no additional cost and with no new development effort. If you’d like to onboard new agents to Flex for mobile access, contact your Twilio Account team to add additional Flex Mobile licenses that can be purchased at a discounted price.

To read more about Flex Mobile, see our blog post or visit the docs.

The Activity Skills Filter plugin lets you map an agent's status to their skills and enables custom order status in the status selector.

Effective August 1, 2024, Twilio will transition to a unified deployment model for Flex plugins, discontinuing direct deployments through Twilio Functions and Assets. You will need to use the Flex Plugin Builder (Plugins CLI) for all plugin deployments and modifications. This update simplifies maintenance and upgrades across the platform.

Starting April 1, 2025, any legacy plugins that have not been migrated to the new system will stop working within the Flex UI. It’s crucial that you migrate your plugins before this date to avoid any disruption in service. 
Updated 25-Sept-2024: Previously, this changelog entry stated that non-migrated legacy plugins would stop working on November 20, 2024. The deadline has been extended to April 1, 2025.

Previously, Flex plugins could be directly deployed and modified via Twilio Console or the Serverless Toolkit, allowing flexibility in management but varying in standardization.

These changes are aimed at enhancing security and manageability without impacting system performance. We encourage you to follow these steps to ensure a seamless transition:

• Identify your legacy plugins: Review your Flex custom plugins to determine which of your deployments are considered legacy plugins. 
• Install the Flex Plugin CLI: If you haven’t already, use the Twilio CLI documentation to install the Twilio CLI on your local machine. Then, install the Flex Plugins CLI to ensure you have the necessary tools for migration. 
• Follow the migration guide: Our Flex plugins migration guide outlines all necessary steps to reinstall your plugins without impacting your ongoing operations. 

TaskRouter now enables agents to place outbound calls from any queue, whether or not they are a member of that queue. This update enhances TaskRouter’s adaptability and functionality for diverse operational needs.

Effective May 14, 2024, TaskRouter no longer performs backend validation to confirm that an agent is a member of a queue before allowing them to place an outbound call from it. This change improves contact center flexibility by accommodating a wider range of use cases, such as agents who are assigned to multiple queues or who are temporarily assisting in a different queue. 

Previously, TaskRouter required agents to be a member of a queue in order to place a call from that queue. 

This change does not impact system metrics or statistics.

Webchat 3.0’s newest feature, allowed origins, boosts chat widget security by only accepting messages from pre-determined websites. 

Starting May 14, 2024, you can use the Allowed origins field  in your Webchat 3.0 deployment key settings to specify up to 10 trusted URLs where your customers can initiate a chat. Once specified, chat sessions are only accepted from the trusted URLs that you entered. Webchat will reject chats from any URLs that are not listed in the Allowed origins field.

If you have already created a deployment key for Webchat 3.0, you must take action to prevent disruption. By August 15, 2024, you must update your deployment key for your existing Webchat 3.0 widget.

We’re excited to announce that you can now download the Twilio Flex CTI connector directly from the Salesforce AppExchange. For full configuration details, see Integrate Flex with Salesforce. For those already using the Salesforce integration, no action is required. 

We are excited to announce that Flex UI 2.7.0 is now available. This release features the following additions and updates:

• We’ve added the following features to Agent Copilot (Public Beta) and Unified Profiles (Public Beta):

  • Agents have access to a new feature, customer highlights. The one-paragraph summary combines customer data and recent activity, so agents can start the conversation faster and have a more informed interaction. 

  • Agents have access to more  information in a customer’s profile details and history:

    • Wrap-up notes now appear in a customer’s history, so agents can see notes from previous interactions. 

    • Agents can now see recent customer web and app activity.

    • Outbound calls now appear alongside inbound calls.

    • Past interactions in the customer’s history include the queue of the agent who handled that task, in addition to  the agent’s name.

  • Administrators have more configuration options: 

    • Show or hide wrap-up notes

    • Configure how the customer header and search, customer details, and customer history appear to agents.  

• Email in Flex now includes the ability to pause and resume a task. When enabled, the pause action enables agents to put an email task on hold while keeping it in  their queue.

• If your agents use Azure Virtual Desktop to log in to Flex, you can now optimize your audio calls with Flex on Azure Virtual Desktop (Public Beta). 

• If your Flex instance uses legacy SSO configuration, you can now migrate to enhanced SSO configuration, a solution with enhanced security that uses OAuth 2.0 for login authorization.

• Two new metrics are available in the Real-Time Queues View, Completed (30 min) and Completed (Today), which show the number of tasks completed in the last 30 minutes or today. These metrics do not appear by default. If you want to show them, add them to your view.

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 2.7.0.

The following plugins were recently added to the Flex Plugin Library:

• Agent Automation
  Enables auto-select, auto-accept, and auto-wrap-up behaviors for agent tasks based on their channel and a set of required task attributes.

• Dual Channel Recording
  Enables call recording on dual channels to enable analytics tools like Flex Insights to determine if the customer or the agent is speaking, which enhances their capabilities to detect cross-talk.

• Custom Transfer Directory
  Enhances the agent and queue transfer directories for Voice tasks with real-time data and filters.

• Supervisor Complete Reservation
  Adds a Complete button to the TaskOverviewCanvas to allow supervisors to complete pending tasks for agents.

• Activity Reservation Handler
  Enables synchronization of an agent's TaskRouter activity with the state of the tasks that they are working on.

• Hang Up By
  Enables Flex Insights reporting based on who ended the call (customer, agent, transfer, and so on).

Twilio's response to POST to /Participants API will now return a queue_time parameter, which provides an estimated time the call will be queued before it is executed. 

Twilio Voice media IP migration for Interconnect customers has been completed.