Twilio Changelog

We are excited to announce an enhancement in the Toll-Free Verification process. In our ongoing efforts to streamline and improve the user experience, we now support multiple rejection reasons, new rejection error codes have been added and existing rejection error code descriptions have been improved. These changes are supported in the Toll-Free Verification API, Console, Event Streams - webhooks and email notifications-about a rejected toll-free verification.

With this release, it’s important to note that the Toll-Free Verification API’s LIST, GET and webhook still supports a single rejection reason, but we strongly advise transitioning to the new “rejection_reasons” attribute, so that you pick up all the rejection reasons. 

Previous releases have included this metadata, which you may also find useful when processing a rejection: 

  "rejected_on": "2024-04-05T22:01:58.076Z",

  "edit_expiration": "2024-04-05T22:01:58.076Z",

  "edit_allowed": true,

Additionally, the Twilio-Rejected event webhook now includes the phone number DID: 

  "phonenumber": "+18002225555",

For a detailed list of all toll-free verification error codes please visit Twilio Error and Warning Dictionary.  

We are excited to announce that Flex UI 2.7.0 is now available. This release features the following additions and updates:

• We’ve added the following features to Agent Copilot (Public Beta) and Unified Profiles (Public Beta):

  • Agents have access to a new feature, customer highlights. The one-paragraph summary combines customer data and recent activity, so agents can start the conversation faster and have a more informed interaction. 

  • Agents have access to more  information in a customer’s profile details and history:

    • Wrap-up notes now appear in a customer’s history, so agents can see notes from previous interactions. 

    • Agents can now see recent customer web and app activity.

    • Outbound calls now appear alongside inbound calls.

    • Past interactions in the customer’s history include the queue of the agent who handled that task, in addition to  the agent’s name.

  • Administrators have more configuration options: 

    • Show or hide wrap-up notes

    • Configure how the customer header and search, customer details, and customer history appear to agents.  

• Email in Flex now includes the ability to pause and resume a task. When enabled, the pause action enables agents to put an email task on hold while keeping it in  their queue.

• If your agents use Azure Virtual Desktop to log in to Flex, you can now optimize your audio calls with Flex on Azure Virtual Desktop (Public Beta). 

• If your Flex instance uses legacy SSO configuration, you can now migrate to enhanced SSO configuration, a solution with enhanced security that uses OAuth 2.0 for login authorization.

• Two new metrics are available in the Real-Time Queues View, Completed (30 min) and Completed (Today), which show the number of tasks completed in the last 30 minutes or today. These metrics do not appear by default. If you want to show them, add them to your view.

You'll also notice a number of feature and UI enhancements, bug fixes, and more.

For complete details, see the Flex UI release notes for 2.7.0.

Effective April 15, 2024, new certificates have been deployed for all our REST API endpoints (e.g., api.twilio.com), including all regional edge locations. Only the end-user certificate has been renewed, as well as the certificate serial number. The root and intermediate certificates have remained the same. Such updates are common practice and do not impact customers that are using Twilio's services unless you are pinning certificates or are managing them manually.

We highly discourage customers from pinning certificates as it exposes them to potential security risks and can cause downtimes for their services. Twilio customers using pinned certificates have a high probability of failed API Requests. 

As of 1st April, 2024,  SMS Pumping Protection for Twilio Programmable Messaging is generally available to prevent fraudulent SMS traffic and lower its significant costs. This feature automatically detects messaging traffic driven by SMS pumping and blocks it from being sent.

SMS Pumping Protection requires no configuration. Enable it in the Twilio Console and Twilio will do the rest. 

The performance of the feature can be monitored via existing Messaging Insights & the newly launched SMS Pumping Insights.

To further customize your SMS pumping protection experience, we have also launched RiskCheck and the Global Safelist.

Starting May 9, 2024, Twillio will remove any phone range blocks on your account that have been active for longer than 30 days.

In the past, some accounts received a notification that fraud was detected on those accounts and that Twilio enacted blocking for certain prefixes. These blocks were internally set using the messaging opt out functionality which is why outbound messages destined for these blocks fail with Twilio error code 21610. As there is no way for customers to control this functionality and since fraud activity tends to dissipate after blocking, we will be removing these blocks from those accounts.

What do you need to do? We recommend regularly reviewing your SMS geo permissions and only enabling countries where you intend to send messages and incur messaging costs. This is a more efficient method to prevent unwanted messages without the risk of blocking legitimate traffic. To enable or disable Geo Permissions, go to your Console’s Geo Permission settings.

Recently, a change was made to allow workers to change from one Available activity state to another while they have task reservations. Reserved tasks will remain with the worker until the worker accepts or rejects them, or until the reservation timeout is reached.

Previously, a worker with a task reservation could not change their status from one Available activity state to another while a task  was pending.

This means that when a worker changes from one Available activity state to another, they might still have reservations for their previous activity state. For example, if a worker’s activity state is High Value Tasks and they change their state to Low Value Tasks, that worker may still have pending High Value Tasks reservations. The worker would need to accept or reject those reservations. If the worker doesn’t take any action, the tasks will remain reserved until they reach the reservation timeout.