Twilio unveils next generation platform for the agentic era at SIGNAL Sao Paulo

The fourth annual event in Latin America brings together customers, partners, and developers to discuss the future of customer experience in the era of AI-powered agents 

São Paulo, August 6, 2026 – Twilio (NYSE: TWLO), the infrastructure for customer engagement in the AI era, today is hosting the fourth annual SIGNAL São Paulo, the company's largest event in Latin America. On stage, Twilio is unveiling the next-generation capabilities of its platform to the Latin American market. 

"These new capabilities provide the technological foundation needed to maintain the context and continuity of conversations, transforming each interaction into an opportunity for action that strengthens the relationship with the customer," said José Eduardo Ferreira, Twilio's Regional Vice President, Latin America. 

Every business runs on conversations. Today, however, businesses frequently interact without context. Customers explain their problems on chat, then repeat them on a call with an agent that picks up with no knowledge of what came before. The interaction ends, and the cycle continues with the next interaction beginning as if the relationship never existed.

Twilio added four new products to our platform – providing the nervous system for modern customer engagement. Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect combine to turn interactions into continuous, intelligent, and personal conversations across humans, agents, and systems. 

Twilio's platform updates address these challenges directly with persistent memory across every interaction, real-time context that travels with the conversation, and intelligent orchestration across every channel and every participant, human or AI. As a result, Twilio’s enhanced capabilities ensure that customer conversations never start from zero, are always remembered, and remain unified across channels.

Additionally Twilio is highlighting additional features now available in Brazil:

• Twilio Interconnect: provides private, dedicated connections that secure communications at the network level and guarantee end-to-end Quality of Service. It enables enterprise-grade performance, security, and reliability across Twilio's products, offering three connection models: Network Peering/Cross-Connect, VPN, and Third Party Exchange. 

• Flex Conversations enhancements: a unified agent workspace that lets agents leave and pause tasks across any channel and enter wrap-up mode after leaving or pausing a task, ensuring accurate status reporting. It also allows administrators and developers to set up automatic alerts whenever something happens in a customer chat. This enables a team to easily track how conversations are going and automatically trigger follow-up actions.

These updates come as customers' expectations continue to rise and businesses are leveraging AI across channels to try to keep up. According to an upcoming Twilio report, Twilio’s Customer Insights Series 99% of companies face major challenges that hinder their ability to understand their customers—particularly regarding cross-channel data integration (48%) and rapidly changing customer needs and preferences (46%). "It is no surprise that these issues have become top priorities for organizations in the coming years. Our platform's new capabilities aim to address precisely the issues we consider most critical to maintaining strong relationships between brands and consumers," explains José Eduardo Ferreira.

Latin America is primed for innovation in customer engagement. Twilio’s Customer Insights Series found: 

• Consumers already rely on messaging apps like WhatsApp to communicate with brands. 51% ranked it in their top 3 preferences, making it the top channel of choice for consumers in Latin America (compared to only 9% in the U.S. and 27% in EMEA). 

• Latin American businesses have adapted to this shift, with 72% actively using messaging apps like WhatsApp to deploy customer-facing AI.

• Latin American consumers are also embracing AI capabilities, with 67% okay with letting AI agents from different companies talk to each other to solve problems quickly, the highest rate among all regions surveyed.

• Latin American consumers are far more willing than North American or European consumers to trust AI with sensitive tasks, including scheduling appointments (86%), processing returns (85%), booking travel (76%), getting stock recommendations (75%), and handling medical inquiries (67%).

Top Brazilian brands take the stage to share their experiences

Some of Brazil’s top brands will take the stage to share how they have improved their customer engagement with communications, data, and AI

• iFood scaled global authentication across dozens of countries with Twilio Verify, supporting Brazil's largest delivery platform, and eliminated the operational complexity and high costs of managing short codes in each market, replacing them with a single, unified verification layer.

• QuintoAndar built a highly personalized customer service operation on Twilio Flex, unifying all analysts into a single command center, enabling more consistent, integrated support across every channel. The company cut average handling time by 17 seconds, lifted CSAT by 8 points, improving customer satisfaction and reducing call transfers between support teams by 4 percentage points, streamlining operation.

"These success stories are the result of all the work Twilio has been doing with its customers over the years. Our goal remains the same: to foster stronger relationships between brands and their customers by focusing on real-world challenges and creating smoother, frictionless communication—supported by the powerful combination of communications, data, and AI. We are excited to share these new features with all our customers in the region," concludes José Eduardo Ferreira.

For more information on Twilio’s next generation platform capabilities, visit: https://www.twilio.com/en-us/blog/products/signal-2026-product-announcements. 

* Twilio surveyed 7,652 consumers and 660 business leaders across the globe. Responses were gathered between April 9 and May 1, 2026, spanning 18 global markets: Australia, Brazil, Chile, Columbia, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Malaysia, Mexico, the Philippines, Singapore, Spain, the United Kingdom, and the United States.