Twilio Changelog

TL;DR: Twilio Real-Time Transcriptions product has reached General Availability!  Now you can capture what customers say when talking to human Agents or IVRs – or prompt and automate customer self-service interactions by sending transcribed to text to LLMs and AI Agents for them to respond – using just a simple <Start><Transcription> TwiML instruction or API call.

We are excited to announce that Twilio Real-Time Transcriptions has reached General Availability. 

What is Twilio Real-Time Transcriptions?

Twilio Real-Time Transcriptions allows you to transcribe live calls in real-time. When Twilio executes the <Start><Transcription> instruction during a call, the Twilio platform forks the raw audio stream to the developer’s choice of speech-to-text transcription engines, which can provide streamed responses back with each of the caller’s uttered phrases. Developers can choose to send the stream of speech recognition results to their downstream app through Twilio Programmable Voice, using either webhooks (where results are sent to a statusCallback URL as configured by the developer, as GA’d today) – or to a configured persisted transcript resource on the Twilio Platform, which can also be used in conjunction with Twilio’s Conversational Intelligence capabilities to analyze the transcript, post-call (persisted transcripts and Conversational Intelligence integration with Real-Time Transcriptions is in Public Beta). 

What’s New with GA?

With the GA of Real-Time Transcriptions using webhooks, we’ve added Deepgram as a second provider option for developers for speech-to-text transcription, giving developers more and updated choices of modern speech models to use in more accurately transcribing customer speech.

Additionally, as part of being GA’d, Real-Time Transcriptions using webhooks has also become a HIPAA Eligible Service, and is PCI-compliant, to safeguard customer interactions regarding health information and credit card transactions in sessions that the Twilio platform transcribes. 

Customer benefits 

With the streaming speech recognition capabilities of <Start><Transcription>, businesses can capture the full text of what all their customers are saying – whether to a human agent or an automated self-service AI agent or LLM – for doing any of the following (and more): 

• Capturing crucial customer conversations, and adding that data to a caller’s customer record, be that in a CRM or another application/system built by the developer.

• Analyzing caller-agent interactions, for near real-time escalation to supervisors, prompting for upsells, or other taking other interventional or incremental steps with the customer, while they are still on the phone.

• After sending the caller’s transcribed speech to an AI Agent / LLM, coming back to prompt a human agent with recommended actions or requested product information based on what the caller has said.

• Automating customer data collection via programmable outbound calling applications, for follow-up, post-service, or post-care surveys, etc.

Twilio Real-Time Transcriptions allows developers to automate the capturing of customer speech data, programmatically,  for each and every call (instead just having the data for an ad hoc sampling of calls), create a repository of structured data for those voice conversations with customers, and easily and cost-effectively stream the speech results to downstream applications during calls with customers.

More Information: 

https://www.twilio.com/en-us/speech-recognition

https://www.twilio.com/en-us/voice/pricing/us  -- see “Conversational Intelligence - Transcription, Streaming (Real-Time) Transcription" 

https://www.twilio.com/docs/voice/twiml/transcription

https://www.twilio.com/docs/voice/api/realtime-transcription-resource

https://www.twilio.com/docs/conversational-intelligence

We’re excited to announce that Messaging transfers is now generally available on Flex Conversations channels except email. This feature lets agents transfer a message to another agent or to a queue, with the option to add notes for extra context during the transfer.

In addition, customers with Agent Copilot also have the option to turn on an AI summary to send with the transfer.

With this release, messaging transfers is now a native option within Flex. However, the Conversation Transfer plugin continues to be available in the Plugin library. Customers who use this plugin can continue using it, if it meets your needs.

For full details, see Turn on messaging transfers for Conversations.

Supervisors can now receive alerts about changes in real-time queue performance. On the queues stats monitoring page in Flex UI, any metrics, channels, or queues that need attention are highlighted so supervisors can quickly identify which areas to prioritize.

If supervisors are working outside the queues stats monitoring page, they can get notifications in Flex, their browser, or a Slack channel when metrics breach their thresholds. 

To enable alerts, see Alerts for contact center metrics in Flex.

We’ve made some changes to help keep Verify traffic secure and your customers protected.

As of June 20, 2025, the “WhatsApp Fallback to SMS” toggle in Messaging Services is no longer supported for Twilio Verify customers. This toggle wasn’t designed to work with Verify, and we’ve identified a potential fraud risk when the two are used together.

To make things easier and safer, we’ve automatically migrated impacted customers to Verify’s own WhatsApp fallback to SMS solution. This ensures fallback SMS messages are protected by Fraud Guard and sent using Twilio-managed phone numbers for reliable delivery.

What this means for customers

• No action is needed. The migration has already happened behind the scenes.

• If a customer prefers to use their own SMS sender, or would like to turn off fallback entirely, our Support team is happy to help.
  
  

We know changes like this can raise questions, and we’re here to support you. This update is all about keeping traffic secure and making sure Verify works exactly as expected—without surprises.

We’ve expanded Twilio Events to include support for Flex Teams events. Now, any actions taken on Flex Teams, whether through the API or Twilio Console, are published as audit events in Twilio Audit Insights. No configuration is needed—Flex Team events automatically appear in your Event Stream and logs.

This update provides a single source of truth for team activity and simplifies troubleshooting, auditing, and compliance reporting. You can also integrate Flex Teams events with your existing observability or compliance workflows. 

For full details, see Events resource.

Starting September 30, 2025, customers will have the option to add Business Registration Numbers (BRNs), like Employer Identification Numbers (EINs), when they set up new Toll-Free verifications.

This update helps Twilio keep messaging safe, trusted, and reliable for everyone. For now, adding a BRN to new Toll-Free verifications is optional, but we’re giving early notice so you (and your customers) can get a head start on gathering the right info. By January 2026, a BRN will be required for all new Toll-Free verifications, so it’s a good idea to start preparing now 

If you ever run into trouble submitting your Toll-Free Verification with a BRN, we’ve got your back. Check out our New Policy API Onboarding documentation to help you with error code details and step-by-step guidance to make fixes as painless as possible.

Twilio will disable symmetric RTP for SIPREC connections on June 30, 2025. 

Through leveraging the SIPREC Resource or <Siprec> TwiML instructions, customers can stream the audio of a call to one of Twilio’s available SIPREC partners. In the case of SIRPEC, Twilio is not expecting any RTP from the SIPREC partner or customer as SIPREC is a one-way audio stream to the customer; therefore, Twilio will disable symmetric RTP for SIPREC connections.

For more information, please refer to the docs:

• SIPREC | Twilio
• TwiML™️ Voice: <Siprec> | Twilio

For years, Twilio Voice JS SDK 1.x has helped customers power countless voice calling experiences. But as with any long-standing tool, there comes a time to pass the torch.

Twilio will officially sunset Voice JavaScript SDK version 1.x on September 10, 2025. To continue building [and delivering] seamless voice experiences, customers should migrate to version 2.x before this date. 

Why upgrade?

Voice JS SDK 2.x was built based on customer feedback and real-world cases in mind. Since its release it’s brought meaningful improvements, such as:

• Support for modern JavaScript Frameworks

• Ability to send messages to and receive messages from your backend (User Defined Messages)

• Improved connection handling with automatic recovery without dropping the call

As SDK 1.x begins to wind down, customers may start to experience service degradation or intermittent disruptions. After September 10, 2025, version 1.x will no longer be maintained or supported. 

Migrating early is the best way to ensure uninterrupted service. The Voice JS SDK migration guide makes it easy to get started, and SDK 2.x is the best way to ensure your voice experience stays reliable and up to date.

We’re grateful to the customers who have relied on SDK 1.x and we’re excited for what’s possible with version 2.x and beyond.

Meta Pricing Changes for WhatsApp Messages: Effective July 1, 2025

Starting July 1, 2025, Meta will shift from 24-hour conversation-based pricing to a new model that charges per template message delivered. Pricing will vary by template type (Marketing, Authentication, or Utility) and may also be subject to volume-based tiers in some regions. 

This update applies to all WhatsApp messages, including those sent through Twilio Verify.

Twilio will continue to pass through Meta’s updated charges without adding any additional fees. No action is required, but customers may notice billing changes starting July 1, 2025, based on message type and volume. 

We haven’t listed the Meta fees directly in this email because they vary by region and message type. For more information, check out Twilio’s Notice: Changes to WhatsApp’s Pricing (July 2025) Help Center article or Meta’s Pricing updates on the WhatsApp Business Platform docs page.

We can’t wait to see what you build!

–Team Twilio