Product changelog and announcements

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.

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.