Twilio Changelog

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 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.

We’re excited to announce that Flex UI 2.13.0 is now available. This release includes:

• The option to turn on a default Flex ringtone for incoming tasks and the ability to configure different sounds based on task channel using the new SoundManager API.

• Spell-check functionality in the email editor.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more.

For complete details, see the Flex UI release notes for 2.13.0.

Beginning today, agents can now leave and pause a task for any Flex Conversations channel, such as SMS or webchat. We’re expanding this functionality from only email tasks to all Flex Conversations tasks. 

Agents can also enter wrap-up after they leave or pause a task, so they can perform final wrap-up activities before completing a task. This ensures that agents have time to document their actions and also provides a more accurate report of their status.   

In addition, administrators and developers can now configure a webhook URL and subscribe to notifications about Interactions API events that occur during conversations. 

Event notifications can provide information about customer interactions or enable developers to trigger additional workflows after certain events. For example, when used with leave and pause functionality, Interactions event notifications enable you to trigger custom logic when a customer responds to a conversation the agent has left.

With SAML-based SSO, users can now automatically join a primary team when they sign in to Flex. In addition, when supervisors sign in to Flex, they can automatically gain oversight of multiple teams as the assigned owner. By using attributes from your identity provider (like Okta), this update simplifies team assignments right from the start. 

To learn more about Flex Teams and how to set up SSO, see Teams in Flex and Configuring SSO and IdP in Flex.

We’re excited to announce that Flex UI 2.12.0 is now available. This release includes:

• A new Flex UI action for Conversations messages that lets you send rich text using a content template and associated variables.

• You can now localize dynamic strings, such as agent status, in custom Flex plugins.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.12.0.

On April 1st, 2025, the WhatsApp Template Console Tab and Templates API will be deprecated. As part of the deprecation Twilio will implement brownouts for the product from April 1 to April 21. After April 22 WhatsApp templates sent with the legacy WhatsApp Templates product will no longer be able to be sent.

Customers will start to see 63016 errors if they continue sending templates without making the necessary changes. Sending WhatsApp templates using the body parameter will be deprecated. Customers need to migrate to Content Template Builder (formerly known as Content API and Content Editor) and change their how they send templates to use Content Sid and Content Variables to avoid a disruption.

Your Content Templates can be found in the Content Template Builder in Twilio console.

More information about the deprecation can be found in this support article.

We’re excited to announce that the Flex Teams API is now available in Public Beta. This resource allows for programmatic control over Teams - the configurable grouping structure used for agents and supervisors available in the Flex Console. With the introduction of the Teams API, you can now automate and integrate team management into your workflows. 

To learn more, see the Teams API documentation for detailed information on endpoints, parameters, and usage examples.

Beginning today, we’re reorganizing the Flex section of Twilio Console to make it easier for Flex administrators to find what they need. 

The Flex administrator experience in Console has grown significantly, and the existing navigation structure is no longer able to support all the content we’ve added. To address this issue, we’re redesigning the Flex navigation structure. We’ll be introducing changes gradually, one category at a time.

Today, we added the first new category: Users and access. This category contains the Single sign-on (SSO) and Automatic logout configuration pages. 

Soon, you’ll see more new Flex navigation categories. As existing pages are moved, if you try to access the old URLs, you’ll see redirect notices to explain where you can find the new pages. If you have bookmarks or other links to the old URLs, we recommend updating them to the new URLs when you see these notices. After a transition period, the old URLs will simply redirect to the new pages.