Product changelog and announcements

We’re excited to announce that Flex UI 2.17.0 is now available. This release includes a number of enhancements and bug fixes.

For complete details, see the Flex UI release notes for 2.17.0.

We are excited to announce that Flex instances can now be added to any existing Twilio account or subaccount. Key features include:

• Reuse existing resources: You can now add Flex to any existing (non-Flex) Twilio account. This allows you to leverage existing phone numbers and Studio flows without the need for time-consuming resource migrations.
• Subaccount support: Flex instances can now be deployed within Twilio subaccounts. This is ideal for managing distinct Flex environments for:
  • Regional or departmental deployments: Separate instances for different countries or regions or departments like sales or support.
  • SDLC environments: Clear separation between Dev, Staging and Production.
  • Tenant isolation: ISVs can provide strict data and configuration isolation for end-customers within a multi-tenant architecture.

We are thrilled to announce that the Flex SDK has officially moved to GA. The Flex SDK enables embedding Twilio Flex contact center capabilities into any web application. This release includes:

• The SDK is now significantly more lightweight.
• This version requires a minimum Node.js version 20.
• Bug fixes and enhancements.

For details, see the Flex SDK docs.

We’re pleased to announce that Flex UI 2.16.0 is now available. This release includes a number of bug fixes.

For complete details, see the Flex UI release notes for 2.16.0.

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