Twilio Releases: Q1 2021

Hosted by Twilio product marketer, Ben Blackmer, Twilio Releases: Q1 2021 covers all the latest exciting product updates to Twilio's Customer Engagement Platform. This quarter, Sudheendra Chilappagari, product evangelist at Segment, talks about Twilio’s acquisition of Segment, the market-leading Customer Data Platform, and provides a demo using Segment and Twilio together. Twilio demo specialists Emily Shenfield and Jon Davis show us some of the latest product releases across the platform in action, with the help of our special guest Amee Covarrubias, Software Engineer Community Fellow at Code for America.
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Twilio Product Releases


Programmable Video

Video Log Analyzer API Beta

Following the release of Video Log Analyzer in Console, we have exposed a Video Log Analyzer API for retrieving Programmable Video Room and Participant details. 

This resource allows developers to simplify troubleshooting and help identify commonalities in reported issues by programmatically retrieving critical metadata about Participant and Room behavior. The information provided includes: why a Participant left a Room, how the Room was ended, browser/operating system details, Participant error codes, and more.

For more information, see the docs.


Marketing Campaigns

Segment Sample Refresh Cadence Improvements GA

Previously, segment samples did not refresh after initial segment creation (or after editing the conditions of a segment). With this release, segment samples are now refreshed hourly as long as Marketing Campaigns detects any changes as contacts enter or exit the segment. If no changes are detected, the next refresh will occur at 2 hours, and then 4, with a maximum delay to segment sample refresh of 24 hours.

For a real-time view of all contacts within your segment at any time, you can always export a CSV. This is not dependent on the sample refresh cadence. 


For more information about the segment refresh cadence, see our segmentation documentation.


Marketing Campaigns

Preview Segment Sample Contacts GA

From the Contacts page, you can now see when the next scheduled segment will occur by hovering over the segment contact count. This same information can also be found on the segment detail page beneath the total contact count for that segment.

For a real-time view of all contacts within your segment at any time, you can always export a CSV. This is not dependent on the segment refresh cadence.


The sample refresh cadence has also been made available to Marketing Campaigns API users via the next_sample_update field.


Twilio has completed validation of the integration between Flex and Calabrio ONE. The following features have been verified and are available for customers of Flex and Calabrio:

  • Workforce Management
    • Historical data for forecasting
    • Agent schedule creation
    • Real-time adherence
  • Quality Management
    • Recording and reporting
    • Quality evaluations
    • Screen recording
  • Analytics
    • Speech, desktop, and text analytics


To learn more about Calabrio ONE’s capabilities and how to enable it for your application, visit our integration documentation.


Twilio has completed validation of the integration between Flex and Acqueon Engagement. The following features have been verified and are available for customers of Flex and Acqueon:

  • Outbound Dialer with predictive, progressive, preview, and agentless dialing modes
  • Contact Management and Segmentation - de-duplicate and scrub contacts to build the right campaign list
  • Compliance Support - Do Not Call (DNC) numbers filtering and segmentation of contacts based on Prior Express Written Consent (PEWC). These tools let you conform with privacy regulations including TCPA, GDPR, CCPA, and Ofcom.
  • Answering Machine Detection
  • Campaign Optimization - contact selection strategies can leverage AI-predictions including Best Time To Call (BTTC), best channel to use, and propensity models
  • Agent Blending - allows agents to seamlessly transition between inbound and outbound dialing


To learn more about Acqueon’s capabilities and how to enable it for your application, visit our integration documentation.


Programmable Voice

Single Party Call Recordings GA

Twilio Programmable Call Recording now supports Single Party Recordings. The new recordingTrack parameter allows developers to select whether the inbound, outbound or both audio tracks of the call should be recorded. The inbound track represents the audio received by Twilio, and outbound track represents the audio that Twilio generates on the call. Prior to this release, all audio was captured regardless if the recording file contained one or two channels. 

In addition, recordingStatusCallback will also include a new recordingTrack attribute that indicates which audio was recorded and this information will be displayed in Twilio Console too.

Learn more about this feature and how to configure recordingTrack in our Blog post announcement.


Programmable Voice

New Programmable Voice SIP Enhancements GA

Programmable Voice SIP interface now supports Inbound SIP REFER to Twilio.  When an inbound SIP REFER message is received on a SIP call initiated using the TwiML <Dial> verb, Twilio accepts the REFER message and generates a webhook to customer application.  This allows customers to initiate call transfers from their SIP devices. Please see the SIP REFER-to-Twilio documentation for more details. 

In addition, Programmable Voice SIP interface now supports multidial to <Sip> endpoints, allowing you to dial up to 10 different <Sip> endpoints using the TwiML <Dial> verb, prior to this release TwiML <Dial> only supported multidial on <Number>, or <Client>. 

Learn more in our blog post, or see the SIP Multidial documentation for more details.


Programmable Voice

SIP Registration Edge Location Support GA

Programmable Voice SIP Registration has been updated to allow SIP Endpoints to be registered to Twilio via all of Twilio’s Edge Locations globally.  Previously, all SIP endpoints were required to register to the US1/Ashburn edge.

The format for the Edge-specific domains is now as follows:

{domain-name}.sip.{edge-location}.twilio.com

You should typically have your SIP devices register and send SIP messages via the Edge Locations closest to their physical location.

When sending a call to a registered SIP endpoint it is no longer necessary to include the edge location in the URI. Twilio's backend infrastructure knows which edge location the endpoint has registered on and will automatically route the traffic to the appropriate destination. The new URI format for calls to registered SIP endpoints is:

{domain-name}.sip.twilio.com

This change will not affect SIP endpoints using the previous method, i.e., endpoints registered using the US1/Ashburn edge will still work using the previous format.

Learn more in our blog post, or see the SIP Registration documentation for more details.


SendGrid Email API

API Key and 2FA Requirements Enforced for Paid Users GA

In order to enhance security for all of our users, Twilio SendGrid now requires customers on paid plans to use API Key authentication on all API requests and SMTP configurations. Customers must also enable Two-Factor Authentication (2FA) for all users, subusers, and teammates. Visit our documentation for more information on Upgrading to API Keys and Enabling Two-Factor Authentication.


Twilio has completed validation of the integration between Flex and Glance. The following features have been verified and are available for customers of Flex and Glance:

  • Co-browse directly from within Twilio Flex
  • Data obfuscation (credit card, SSN, etc.)
  • 1-click connect for your website visitors
  • Out-of-the-box integration with Twilio Web Chat
  • One-way agent video


To learn more about Glance’s capabilities and how to enable it for your application, visit our integration documentation.


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