Twilio Changelog

Twilio has completed validation of the integration between Flex and Glance. The following features have been verified and are available for customers of Flex and Glance:

• Co-browse directly from within Twilio Flex
• Data obfuscation (credit card, SSN, etc.)
• 1-click connect for your website visitors
• Out-of-the-box integration with Twilio Web Chat
• One-way agent video

To learn more about Glance’s capabilities and how to enable it for your application, visit our integration documentation.

Today we are releasing two major version increments of our mobile SDKs for Video, iOS 4.0 and Android 6.0. The Chromium WebRTC engine in these SDKs has been upgraded from m67 to m83. In addition to the security and performance improvements, this WebRTC engine supports Simulcast screensharing and private IP concealment via mDNS.

These iOS and Android SDKs have added support for remote participant reconnecting events. Opus DTX is now included and enabled by default. In addition, the Android capturing and rendering programming models have been updated to provide developers with more flexibility and control. The iOS SDK is now built with Xcode 12.0 and delivered as .xcframework, and the application screen sharing capability has been simplified.

With the WebRTC upgrade developers get the latest enhancements to WebRTC and ensure compatibility with recent browser releases. Opus DTX significantly reduces the bandwidth consumed by silent participants. Remote reconnecting events provide developers a way to provide visual cues to users when automatic reconnections are happening.

For a full description of all the changes, see the Android SDK 6.0 changelog and the iOS SDK 4.0 changelog. The migration guides for moving to these new SDK versions are documented here and here.

The Marketing Campaigns Design Editor now supports four new column layouts. In addition to evenly proportioned columns, you can now create layouts with ratios of 1:2, 2:1, 1:3, and 3:1. As with prior layouts, each column contains multiple drop zones where you can add non-column modules such as buttons, text, and images.

Twilio Voice Diagnostics Web App and the accompanying RTC Diagnostics SDK and Client JS SDK’s runPreflight API are now Generally Available.

The Voice Diagnostics Web App is a ReactJS application that tests audio devices, browser compatibility as well as network bandwidth and connectivity. It uses RTC Diagnostics SDK and Client JS SDK’s runPreflight API to perform the tests.

The RTC Diagnostics SDK provides functions to test input and output devices (microphone, speaker, camera) as well as the ability to confirm that a device's network satisfies the bandwidth requirements to make an optimal voice call.

The new runPreflight API places a loopback call which allows the Voice SDK to analyze network connectivity and audio quality. This method enables developers to build bespoke pre-call or troubleshooting workflows. For example, the API can be used to perform tests by placing and analyzing short duration calls. This API generates a report which includes network timing, jitter, MOS, latency, packet loss, the edge location that was used, as well as the same warnings that are logged to Voice Insights dashboard.

These tools provide developers the facilities to create a pre-call test page similar to Twilio's networktest tool, or embed it into their applications to determine voice calling readiness. Please see our example reference application.

Twilio has completed validation of the integration between Flex and Acqueon Engagement. The following features have been verified and are available for customers of Flex and Acqueon:

• Outbound Dialer with predictive, progressive, preview, and agentless dialing modes
• Contact Management and Segmentation - de-duplicate and scrub contacts to build the right campaign list
• Compliance Support - Do Not Call (DNC) numbers filtering and segmentation of contacts based on Prior Express Written Consent (PEWC). These tools let you conform with privacy regulations including TCPA, GDPR, CCPA, and Ofcom.
• Answering Machine Detection
• Campaign Optimization - contact selection strategies can leverage AI-predictions including Best Time To Call (BTTC), best channel to use, and propensity models
• Agent Blending - allows agents to seamlessly transition between inbound and outbound dialing

To learn more about Acqueon’s capabilities and how to enable it for your application, visit our integration documentation.

Twilio has completed validation of the integration between Flex and Calabrio ONE. The following features have been verified and are available for customers of Flex and Calabrio:

• Workforce Management
  • Historical data for forecasting
  • Agent schedule creation
  • Real-time adherence
• Quality Management
  • Recording and reporting
  • Quality evaluations
  • Screen recording
• Analytics
  • Speech, desktop, and text analytics

To learn more about Calabrio ONE’s capabilities and how to enable it for your application, visit our integration documentation.

The Programmable Video JavaScript SDK 2.8.0 enables Opus discontinuous transmission (DTX) by default for all audio tracks. Opus DTX significantly reduces the bandwidth used by an audio track when the participant is silent. It also reduces the CPU load on the subscriber side since there are fewer audio frames to decode.

Video applications typically have a small number of participants speaking and so the audio bandwidth consumed by silent participants is wasted. Although this feature will improve performance in all Video applications the impact will be most noticeable in larger multi-party Video Rooms.

For additional information and for details on disabling DTX, see the JavaScript SDK changelog.

In TaskRouter, timestamps for TaskQueueEnteredDate will now be updated following an intra-queue transfer. Previously, TaskQueueEnteredDate was only updated when a Task was transferred to a different TaskQueue.

To learn more about the TaskRouter Events resource, please refer to our documentation.

The Programmable Voice Call Events for individual calls can now be retrieved using a new Call Events REST API. Previously individual call events were only available via the Twilio Console. Using the new REST API you can programmatically retrieve the event logs of a specific call for further analysis or to populate your own dashboard.

Call Events can be used to programmatically analyze the result of the call, errors related to webhooks, TwiML returned by your application, as well as DTMF or speech input provided at various points during the call.

Please visit the API documentation page to learn more about using the API, and to access code samples in different languages.

In order to enhance security for all of our users, Twilio SendGrid now requires customers on free plans to use API Key authentication on all API requests and SMTP configurations. Customers must also enable Two-Factor Authentication (2FA) for all users. Visit our docs for more information on Upgrading to API Keys and Enabling Two-Factor Authentication.