Product changelog and announcements

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.

REMINDER: 1% of Elastic SIP Trunking, Flex, Programmable Voice, SIPREC, and Voice SDK traffic will use the new media IP address range and ports for 24 hours starting 12/5/2023

We are excited to announce that Flex UI 2.5.0 is now available. This release features the following additions and updates:

• Flex on Citrix VDI is now generally available. 

• On the Real-time Queues View, you can now filter summary metrics by channel and view additional metrics that are now available in public beta. 

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

Additionally, several other significant features will be released soon on version 2.5.0. Watch this changelog and the Flex UI 2.5.0 release notes for updates when new features become available. 

For complete details, including a list of upcoming features, see the Flex UI Release Notes for 2.5.0.

This API allows you to retrieve the real-time statistics for up to 50 task queues with a single API call. The API has a rate limit of 5 requests per second.

For more information, see Bulk retrieval of TaskQueue RealTime Statistics.

The Warm Transfer feature is now generally available in Flex. 

With warm transfers, agents can:

• Call another agent or a queue for consultation about an ongoing customer call

• Start a conference call between another agent and a customer

• Transfer the customer to another agent

For more information, see: Warm Transfer - End User Guide.

Facebook Messenger and Google Business Messages channels are available for Flex Conversations in Public Beta. When configured, agents in your contact center can use these channels to send and receive messages from your customers. For information about how to enable these channels, see the documentation about using Flex with Facebook Messenger and Google Business Messages. 

To use Facebook Messenger and Google Business Messages channels, you must upgrade to Flex UI 2.4.0 or later. For more details about these features and other Flex UI 2.4.0 updates, see the Flex UI Release Notes for v2.x.x.

The Real-time Queues View now offers four new metrics to better manage your contact center: average speed of answer (ASA), average handle time (AHT), missed invitations, and average abandon time. 

These new metrics are available in Flex UI 2.4.0 and later. For more details about this feature and other Flex UI updates, see the Flex UI Release Notes for v2.x.x.