Twilio Changelog

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

We are excited to announce that Flex UI 2.6.0 is now available. This release features the following additions and updates:

• Agent Copilot in Flex is now available in limited public beta. Agent Copilot provides agents with wrapup assistance, including automated summaries, disposition codes, and customer sentiment. 

• Unified Profiles in Flex is now available in limited public beta. Unified Profiles delivers real-time customer data from multiple enterprise systems to your customer-facing teams.

• A native audio device manager is available in public beta. Agents can select an audio device, such as headphones or speakers, in Flex UI. 

• Real-time Queues View metrics that were released in public beta in Flex UI 2.5.0 are now generally available.  

This release also includes a number of enhancements and bug fixes. 

For complete details, see the Flex UI Release Notes for 2.6.0.

As previously communicated, Twilio's public Voice IP migration has completed as of 8am UTC-8.

Twilio will perform an additional 5% migration of Elastic SIP Trunking, Flex, Programmable Voice, and SIPREC for 24 hours on 1/9/2024

We are excited to announce that the Google Dialogflow CX integration with Flex for Digital Channels is now in Public Beta. This integration is enabled by Twilio Conversations and uses the Twilio Dialogflow CX one-click integration. 

Customers can use their Google Dialogflow CX Virtual Agent in Flex for handling incoming chat conversations and can route the conversation to a live agent based on the escalation intent.

When the live agent handoff process is completed, agents can also view the conversation exchanged between the Virtual Agent and customer.

To learn more, see Google Dialogflow CX Native Integration in Flex for Virtual Agents.

The Read-only Admin role for Flex is automatically assigned to users with the Support role in Twilio Console and enables those users to:

• Launch Flex from Twilio Console
• View the configurations on the Admin dashboard (read-only)
• View real-time queue statistics
• View the list of agents on the Teams page

To learn more about this role, see Read-only Admin role. 

Flex Webchat 3.0 is now available in Public Beta. Webchat 3.0 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 is natively integrated with Flex UI, built on Flex Conversations, and hosted by Twilio.

Webchat 3.0 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. Webchat 3.0 also includes enhanced security. You can use the out-of-the-box configuration or customize webchat with the Interactions API.

Webchat 3.0 is available on Flex UI 2.0.x and later.

To learn more and get started, see the Webchat 3.0 overview.

The Flex Plugin Library includes a collection of ready-to-install Flex plugins. The Library makes it easier to discover and install Flex plugins in a few clicks without having to use the plugin CLI.

The Plugin Library has no impact on how Custom plugins work. Custom plugins can still be uploaded via the Plugin CLI.

You can browse and install plugins from the Library from the Flex Admin Dashboard.

Twilio will perform an additional 1% migration of Elastic SIP Trunking, Flex, Programmable Voice, and SIPREC for 24 hours on 12/14/2023

Email in Flex is now generally available as a native channel for your contact center. Once you set up the email channel, agents can send and receive email messages from your customers directly in Flex. 

By handling email in Flex alongside your other communications channels, you can centralize your agents’ workflows and improve efficiency. Your agents can also serve your customers better when they can see all of their communications in one place. 

To learn more and get started, see Email in Flex.