Product changelog and announcements

We’re excited to announce the public beta release of Twilio’s integration with Salesforce Service Cloud Voice (SCV). Salesforce customers can now choose Twilio as their telephony provider for voice calls in SCV. Using this integration, Salesforce service reps can make and receive calls in Salesforce by leveraging Twilio’s platform capabilities, like routing, IVR, and transcription, embedded natively in the SCV experience.

To learn more about this integration, see Set up Salesforce Service Cloud Voice (SCV) with Twilio (public beta).

We’re pleased to announce that Flex UI 2.15.0 is now available. This release includes bug fixes for Agent Copilot, SSO token refresh, and sign-in error messages, as well as an updated version of the Flex SDK. 

For complete details, see the Flex UI release notes for 2.15.0.

We’ve expanded the capabilities of alerts and notifications in Flex. You can now send supervisors notifications about important contact center metric changes over email, or use a custom webhook to integrate your other business messaging platforms. In addition, we’ve made multiple APIs available for setting up alerts and thier associated configurations for notifications. 

To learn more, see Alerts for contact center metrics, Notifications API, and Alerts API.

New real-time assist features for Agent Copilot are now available in Flex. As agents interact with customers in their contact center, Agent Copilot can now automatically suggest responses to agents to save time. 

Agents can also search questions in Agent Copilot, which uses uploaded knowledge sources, such as help center articles, to find relevant answers. Admins can choose which sources to upload in Console, or developers can use the new Knowledge API to upload sources programmatically.

To learn more about Agent Copilot, see Agent Copilot for administrators.

There’s now one central place for all Flex administrator tasks: Twilio Console. 

Flex plugin management, the last remaining Flex admin experience in Flex UI, is now available in Console. You can find this new section under Flex > Contact center settings > Plugins. 

To give you some time to adjust to the new location, Flex plugin management remains available in parallel in the Flex UI Administrator section at least until December 1. During that period, you can make updates in either location. Please use the next few weeks to give the new Console-based experience a try and make sure that it works well for your needs. Flex plugin management will later be removed from Flex UI and only be available in Twilio Console.

With this update, the Flex UI Administrator section is no longer needed. You’ll notice that it will be gradually phased out over the next few months. 

If you have any concerns about these changes, please contact our support team.

We’re excited to announce that the Flex SDK is now available in Public Beta. Use the Flex SDK to seamlessly integrate Flex's contact center features into any web application–without disrupting your existing environment. Visit the documentation for more information on how to set up and use the Flex SDK.

You can also view the following resources to learn more:

• https://sdk.twilio.com/js/flex-sdk/latest/docs
• https://sdk.twilio.com/js/flex-sdk/latest/storybook

If you have Flex Conversations, the ability to natively send content templates in the WhatsApp channel is now available in public beta. Previously, sending content templates in Flex required using a plugin or other custom configuration. With this release, when you turn on content templates for Flex Conversations:

• Agents can send WhatsApp messages using a content template in Flex UI 2.14.0 and later.
• Developers can send content templates programmatically to all active WhatsApp conversations in Flex UI 2.13.0 and later.

Flex helps businesses create tailored customer engagement experiences, no matter where their teams work. To extend that power beyond the desktop, we introduced Flex Mobile to keep teams connected and productive on-the-go.

During Flex Mobile’s time as a beta product, it became clear that no two organizations use the app in the same way, which is a testament to Flex itself—Flex’s core strength has always been its flexibility, which empowers you to shape customer experiences to fit your team’s unique needs.

As we listened to your feedback and observed how you used Flex Mobile, we saw that a single mobile app can’t capture the unique requirements of every organization. Rather than stretching one app to fit all use cases, we decided to do what Twilio does best: empower you with the tools, services, and trusted partners you need to build or choose the right mobile solution for your business. 

As a result, we’ve decided not to move Flex Mobile into General Availability. Flex Mobile will End of Sale (EOS) on September 30, 2025. After this date, the Flex Mobile app won’t be available to new users. If you’re already using Flex Mobile, rest assured that we’ll continue to support you throughout the transition period.

We haven't set a retirement date yet, but when we do, we’ll provide you with advance notice and the resources to help you make a smooth transition. Flex remains an important component of our long-term vision and we’re continuing to invest in Flex UI and APIs.

Customers looking for mobile alternatives are encouraged to explore:

• SpokePhone: Supports most mobile-first use cases like sales, service, and field teams. SpokePhone has deep integration with the Twilio platform, supports Voice and all Conversations channels, offers robust call routing, transfers, and analytics, and works seamlessly alongside Flex deployments.
• Quo (previously OpenPhone): Best for teams that only need Voice, SMS, and MMS. Features include a collaborative team inbox, AI-powered call transcription and summaries, voicemail transcription, and automated SMS replies for faster customer response.
• Fastcall: Ideal for Salesforce-centric teams. Fastcall provides deep integration with Salesforce tools, supports Voice, SMS/MMS, and additional channels like WhatsApp, and includes AI-based conversational insights.

We’re grateful for everything you’ve built with Flex Mobile, and we understand that change isn’t always easy. If you need guidance or support, we’re here to help you as you plan your next steps.

–Team Twilio

As of September 10, 2025, Twilio Flex no longer supports TLS v1.0 or v1.1 for the assets.flex.twilio.com endpoint, which hosts assets and SDK documentation related to Flex UI. If you try to connect to this endpoint using TLS v1.0 or v1.1, your request will fail. To make sure your request uses a supported protocol, use TLS v1.2 or later.

We’re excited to announce that Flex UI 2.14.0 is now available. This release includes:

• Email support for text alignment and right-to-left languages.

• On the Teams View page, new custom columns in the filter panel.

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

For complete details, see the Flex UI release notes for 2.14.0.