Twilio Changelog

Access Twilio SendGrid documentation through a new, streamlined Twilio docs experience, offering enhanced discoverability and new features such as auto-generated code samples. Links will be redirected to the appropriate location in the new Twilio docs site.

Quick reply and call to action buttons can now be added to WhatsApp message templates when they are created in the Twilio Console. Buttons make it easy for businesses to streamline customer responses and guide their customers through conversational interactions, or drive them towards desired outcomes to improve engagement. Quick reply buttons let businesses define standard responses that users can tap to send. Call to action buttons trigger a phone call or direct users to a website when tapped.

To learn more about this exciting feature, check out our blog post or try it out for yourself today!

On 8 July 2021 we will change the billing behavior for completed outbound calls.

Programmable Voice calls are charged based on the status of the call and its duration. For some Programmable Voice outbound call flows Twilio has not been billing for completed calls that had a duration of less than one second. In these cases, calls have been connecting and completing with sub-second durations and our systems has not had the precision to bill for these sub-second increments.

Effective 8 July 2021 Twilio will be updating our systems to round the duration of any completed sub-second call up to 1 second and emit a billing event for those calls.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.26.

This release of Flex UI and WebChat UI upgrades Browser Notifications and Markdown to Generally Available. These features improve agent efficiency and customer experience for messaging interactions.

Markdown support allows agents to format Web Chat messages. This can improve the readability of longer messages. Using bold text, italics, or bulleted lists can create structure and emphasis in your agents' messages, and ensure that customers read and understand the message correctly.

Browser notifications help agents respond to tasks that require their attention in a timely manner and not miss any customer interaction when they are not focused on Flex.

Visit the Flex settings to enable these features on your account.

Other notable changes in Flex UI 1.26:

• Error reporting - Flex now reports on errors that are generated within the UI. This will help us continuously improve the quality of the application and get more insights into issues that need troubleshooting. To read more about ways to troubleshoot Flex UI, including how you can opt out of error reporting, visit our Flex docs.
• Transfer directory hidden filters - Now you can programmatically pre-filter the list of agents or queues in the transfer directory. Agents accessing the directory to initiate a call transfer will view and search only within the prefiltered subset. For example, you can choose to only display agents who are available. To learn more about Transfer directory hidden filters, visit our Flex docs.

For a full changelog, visit the release notes for our client libraries:

Flex UI 1.26

Flex Webchat 2.9

Reminder: You can pin to individual versions of the Flex UI or manage your Automatic Updates within the Flex Admin UI.

Our library of 40+ free, responsive email templates is now available in the Design Library. Templates can be used for Single Sends, Automations, and Dynamic Templates. Sort through available templates using the refreshed categories menu on the left hand side of the library.

Flex projects have been updated so that only a single TaskRouter Workspace may be used. This aligns the TaskRouter API with the Flex Fair Usage Policy.

In situations where you are attempting to use multiple TaskRouter Workspaces to test development ideas, we recommend dedicating an entire Twilio account as a development environment. Multiple TaskRouter Workspaces can continue to be used in non-Flex accounts.

Twilio has completed validation of the integration between Flex and Spoke Phone. Spoke Phone is a Unified Communications (UC) / Private Branch Exchange (PBX) built on Twilio and fully integrated into Flex. Spoke provides features such as a directory list with presence for back-office workers, the ability to transfer calls between Spoke users and Flex users, as well as business continuity options for Flex users.

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

In preparation for the arrival of iOS 15 and other email device testing options, we will be retiring some out-of-date devices. The following Apple devices will be retired and no longer available:

• iPhone 11 iOS13
• iPhone 11 Pro iOS 13
• iPhone 11 Pro Max iOS 13
• iPhone XR iOS13
• iPhone XR Dark Mode iOS13
• iPhone XS Max iOS13
• iPhone 7 iOS12
• iPhone 8 iOS12
• iPhone 8 iOS13
• iPhone 8 Plus iOS12
• iPhone 8 Plus iOS13
• iPhone 7 Plus iOS12
• iPhone SE iOS12
• iPhone X iOS12
• iPhone XS iOS13

You can now exclude contacts from a Single Send based on list or segment membership. Any contacts on an exclusion list or segment who are also on any of your ‘Send To’ lists or segments will not receive the Single Send. You can exclude up to 5 segments or 50 lists.

The ability to exclude contacts from a send can help with many marketing use cases. For example, a marketer might manage sending frequency by excluding contacts who were sent another marketing email within the past 3 days. Or, they might re-send a promotion to a set list of contacts, excluding those who were sent the first Single Send email.

On 1 July 2021 we will make a change to the list of TwiML verbs that are allowed to be returned in the url parameter of <Dial> nouns.

The TwiML <Number>, <Client>, <Queue>, and <Sip> nouns allow developers to provide a url parameter that will execute when the called party answers. The url parameter is typically used as a call screening option to <Play> or <Say> notifications to callers about the incoming call, or <Gather> is used to retrieve input from the called party before bridging the calls.

We are making a change to prohibit the execution of any <Dial> verbs returned by the noun url instruction. Returning a <Dial> verb in the noun url can result in costly call loops that result in significant billed usage on the account.

We are unaware of any valid use cases for this behavior, but we are publishing this changelog in the spirit of no shenanigans.