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Additions and changes to the Twilio platform

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Serverless

Functions & Assets are now in one central place Beta

Since the launch of Functions & Assets in 2017, the two have been a powerful combination. Whether you were using private Assets to store shared logic between Functions or host MP3 files as public Assets for your Functions powered Twilio Voice application. In 2019, we launched a new editor that allowed you to manage your Functions & Assets in one editor interface and using one API, but the two remained separate products in the Console. 

Today we are merging the two into one central place in the Console to reduce confusion and make them more easily accessible.

What's changing?

Not much. Any existing URLs will continue to work. If you previously had Functions or Assets pinned in your Console, you'll now see a combined "Functions & Assets" product pinned instead, with everything accessible in the same navigation bar.

Screenshot of the Functions  & Assets navigation bar

If you haven't pinned Functions and Assets yet, you'll now see them in a combined tile on the Explore page in the Twilio Console.

Screenshot of the Functions & Assets entry in the Explore page of Console

Outside these changes, you will see no other changes impacting your development flow.

We can't wait to see what you build!


Flex

Announcing Flex Conversations Public Beta Beta

We are excited to announce that Flex Conversations is available in public beta.

Flex Conversations introduces the new async channel platform to easily build SMS/MMS, WhatsApp, and Chat channels in Flex. This release includes:

  • Support for Conversations API, the single API to manage all asynchronous channels including SMS/MMS. WhatsApp, and Chat 
  • New Interactions API to set up and manage inbound and outbound communications 
  • An open source React based chat application to help you get started with creating and embedding webchat into your website
  • Attachment support for all channels that support attachments 
  • Conversations support in Twilio Studio

Flex Conversations requires Flex UI 2.0. See the Flex UI 2.0 docs for more info and how to perform a migration.

You can read more about this launch on our blog, and if you’re ready to start building, dive into our docs.


Flex

Flex UI 2.0 is now in Public Beta Beta

We are excited to announce that Flex UI 2.0 is now available in Public Beta. 

1.a - Main channel as SMS and having another tasks.png

Flex UI 2.0 is a major release of Flex UI and contains a lot of long awaited updates. Here are the most notable ones: 

Setting the stage for important Flex releases

Flex UI 2.0 is a component for the new async channel platform Flex Conversations that introduces new capabilities like support for Conversations API, new Interactions API and new channels like WhatsApp and Email (coming soon). Flex UI 2.0 continues to support the legacy channels.

Providing common developer tools

Flex UI 2.0 uses the latest versions of main dependencies, like React, Material, Emotion, and Redux libraries, so not only our application is built with latest fully supported technologies, but also plugin developers can take advantage of the latest updates in these packages.

Utilizing Paste as the build tool

Flex UI 2.0 aligns with the WCAG 2.1 level AA standards and with redesigned interfaces that utilize the Twilio accessible design system Paste and integrated Paste component library for plugin developers to build accessible plugins.

For all new accounts Flex UI 2.0 is going to be enabled by default and for existing accounts, check out our Migration guide.

To learn more about all the updates go to Flex Docs.


Programmable Voice

Announcing Dual-Channel Voice Recordings by Default GA

Call recordings are now stored by Twilio in dual-channel by default for no additional cost, enabling you to process the individual participants of the call recorded. With this change, the recording audio files of a 2-party call will have two channels and contain the audio from each call leg in a separate channel. 

Prior to this release, customers needed to specify dual-channel to record each participant in a separate channel, and all audio mixed in a single channel was the default behavior. With this release, a new RequestedChannels query parameter can be used to specify whether the file should be downmixed to a single channel or downloaded as a dual-channel file. For backward compatibility, when RequestedChannels query parameter is not specified, the default download will be either mono or dual, depending on what was requested for the recording.

It’s possible to continue enabling single-party call recordings using the recordingTrack parameter to select whether the inbound or outbound audio tracks of the call should be recorded, and the recording file will always be mono and no additional tracks recorded. Voice recordings where dual-channel is not supported, such as TwiML <conference> noun and <record> verb, all audio will be mixed in a single channel file.

With this release, storing dual-channel recordings comes at no extra cost compared to single-channel storage.

Dual-channel call recordings by default is now available on all new accounts and will be gradually deployed on existing accounts.

Learn more about how it can help unlock intelligence from your recordings by increasing transcription accuracy. on the Twilio blog.


Programmable Messaging

New WhatsApp Media Content Types Supported on Twilio in Public Beta Beta

Sending WhatsApp messages with media now supports additional content types in a public beta, including Microsoft Word, Excel, PowerPoint, and certain audio files. See this document more information on all the different media types we support.


In this release of Flex UI, we have introduced a Degraded mode for Flex UI - now Flex UI will initialize with limited capabilities, even if some of the components like SDK’s (TaskRouter, Conversations, Voice or Sync) are down. In case of disruptions in Twilio services, Flex User will be able to login to Flex and perform certain tasks that are still available. For example, in the case of Twilio Voice experiencing an incident, your agent will still be able to handle messaging tasks.

Users will see a notification informing them of a possible disruption in the normal operation of Flex UI and they will be able to download a thorough report with error details and logs.

For more on error handling and reporting, check out our Troubleshooting Flex UI guide.


SendGrid Email API

Bounce Classifications now in Twilio SendGrid Event Webhook GA

Bounce Classifications are now included in the Twilio SendGrid Event Webhook. The event webhook is a powerful way for you to consume event level data to gather more insight to your email performance. Twilio SendGrid's Event Webhook will allow you to use a data aggregator of your choice and notify a URL via HTTP POST with information about events that occur as Twilio SendGrid processes your email. The addition of Bounce Classifications to the Bounce and Deferral event payloads will provide additional insight as to why an email was bounced, blocked, or deferred.


Twilio SendGrid Platform

Limitations to Category Statistics for All Customers GA

Twilio SendGrid started limiting category statistics for new customers only on March 16, 2022. Beginning May 16, 2022, Twilio SendGrid will limit category statistics for all customers on a seven-day rolling basis. This means all categories will be available for the first seven days. After seven days, the top 100 categories will be retained for free customers, and the top 1,000 will be retained for paying customers.

Customers who require access to all category statistics can use the Event Webhook to retrieve and retain the data on their own systems as long as they save it within seven days of first sending the event.

Twilio SendGrid accounts created before March 16, 2022 will temporarily retain access to all category statistics created before May 16, 2022. However, access to unlimited category data is transitory and should not be expected to persist.

For more information about how this change works, please see the "Limitations" section of our "Working with Categories" documentation.

Many customers find that Unique Arguments, which are not limited, are the best solution for their needs. See the "Categories vs Unique Arguments: Benefits & Limitations" blog post to better understand these two tracking tools.


The Marchex Transcription with Conversation Intent and Outcome is now available in Twilio’s Marketplace Add-ons catalog. This Marketplace Add-on identifies the most important attributes of your phone calls such as the primary intent of the caller and outcome of the conversation, using Marchex’s AI powered conversation intelligence capabilities. To learn more about this Add-on and how to enable it for your application, visit the Marketplace Marchex Add-on in the Twilo Console.


Programmable Voice

External Storage for Call Recording is now available GA

External storage for call recordings is now available for all voice customers. Call recordings will remain to be stored at Twilio by default. Alternatively, customers can enable external storage and automatically upload recording files directly to an AWS S3 bucket without additional charges.

To determine whether the recording’s media file is stored externally or at Twilio, a new property mediaUrl has been added to the call recording resource with the full URL location of the file; this will apply also to existing RecordingUrl property from the RecordingStatusCallback. When external storage is enabled, recording files from two-party calls get uploaded as dual-channel regardless if they are requested to be mono or dual-channel. Recording resource metadata is available at Twilio until explicit deletion.

Prior to this release, recording status callbacks could be used for automating recording file download and deletion but required additional software development and additional API requests by customers to set up this workflow.

Learn more.


You can now manage the configurations related to a unique address (i.e. a WhatsApp or SMS phone number) within Conversations. This resource allows you to specify which addresses should auto-create a Conversation upon receiving an inbound message.

With this feature, you can also automatically attach a Conversation-scoped Webhook to the auto-created conversation.

Explore the Address Configuration API documentation and give it a try!


On May 3rd, 2022 responses to API requests for CSV representation of Incoming Phone Number and Outgoing Caller ID resources for both list and instance will change; specifically the order of the columns may be different.

The order of the columns in the CSV is not defined and may change when new fields are added to the API response. Your application design should be resilient to changes in the order of the columns in the CSV response.

See our docs for more information about how to leverage CSVs with Twilio.


Elastic SIP Trunking

Diversion header validation for termination calls GA

When Twilio receives termination traffic from your communications infrastructure to the PSTN, your SIP message can sometimes include SIP Diversion headers if the call was previously forwarded. Twilio will forward SIP Diversion headers it receives to the carriers.

To combat any malicious addition of Diversion headers, Twilio will now check all Diversion headers it receives that contain the Twilio domain. Twilio will verify that the phone number included in the header matches one associated with your Twilio account (either a Twilio number owned by the account or a verified Caller ID). If the header fails this check, Twilio will remove the header.

See the docs for more information.


Programmable Voice

Reminder: Upcoming changes to Programmable Voice behavior GA

As previously communicated, we are continuing to roll out Enhanced Programmable SIP Features to all accounts. This could represent a behavior change for some call flows, including calls that do not use Programmable SIP. For more information, see our docs page detailing the changes in Programmable Voice behavior.


Programmable Voice

Conference Insights General Availability GA

Every conference on Twilio is now being analyzed and aggregated by Conference Insights to provide visibility into participant behavior and offer prescriptive recommendations for resolving common quality and configuration issues. 

Conference and Participant Summaries provide multiple views into conference metadata which allow users to see conference parameters, investigate participant event timelines, and understand detected quality issues. Both summary records return useful metadata about the conference and its performance.

Conference and Participant Summaries are available via Console, API and Event Streams.

Conference and Participant Summaries are included with all conferences at no additional cost via Console. Voice Insights Advanced Features are required for API and Event Stream access. 

For more information see docs.


Programmable Voice

Regional Voice is now Generally Available in Australia GA

Twilio’s home region in Australia is now generally available, with Twilio Voice being the first available product. This gives you control over where Voice data is ingested, processed, and stored, enabling you to keep personal data at rest within the region of your choice. It also offers data processing that is closer to your applications, thus reducing latency and improving application performance for highly interactive, real time interactions.

To learn more on how to get started with Twilio Voice in Australia, head over to our developer docs.

Click here for documentation about Twilio Regions.


Usage Insights by SIM for Super SIM in Console Beta

The new Usage by SIM tab added to Super SIM Insights displays a per-SIM breakdown of your Super SIM data usage. Each row in the table shows how much data a SIM downloaded or uploaded and the total amount. Because the rows are sorted by total amount, you can easily identify which of your Super SIMs have exchanged the most data over a specified time period. View the top entries in the table to quickly single out any outliers. Filter the results by Fleet, Country, or Network to further slice-and-dice your usage.

In addition, the rightmost column contains spending information for each record. This data allows you to better understand your per-device spend on Super SIM usage. You can draw various insights, such as which of your SIMs have incurred the highest costs. It is particularly helpful to decouple data consumption and monetary spend into separate entries because different networks charge different rates. As such, although one SIM might be consuming less data than the other, it could still have incurred higher costs if it were operating on a more expensive network.  

Access Usage Insights by SIM in Console via Monitor > Insights > Super SIM and select the “Usage by SIM” tab.

usage-insights-by-sim-for-super-sim-in-console


Frontline

Voice is now HIPAA Eligible on Twilio Frontline Beta

Voice can now be used on Twilio Frontline to develop compliant healthcare applications that contain protected health information (PHI) for organizations that are subject to the Health Insurance Portability and Accountability Act (HIPAA). Twilio will sign Business Associate Addendums (BAA) with covered entities and business associates for HIPAA Eligible Products and Services.

Learn more about Voice in Twilio Frontline and how to build on Twilio for HIPAA compliance.


Twilio sells Call per second (CPS) which allows customers to increase the rate at which Twilio will execute new calls created via the Calls API. CPS is sold and billed in us1 and the CPS value is replicated to other Regions (e.g. au1/ie1) at no additional cost to allow customers to operate across all timezones. The replication of the CPS value also allows services to fallback to a different Region in the event that a Region becomes unavailable. Twilio has updated the Acceptable Use Policy regarding concurrent utilization of CPS across Regions; specifically persistent maximum utilization of CPS in multiple Regions concurrently is prohibited. For more information, see the Programmable Voice: No Concurrent Voice Calls per Second in Multiple Home Regions section of the AUP.


Twilio has completed validation of the integration between Flex and Lionbridge Language Cloud real-time language translation solution. Using a database of over 110 languages, this integration enables your agents to send SMS, Chat or WhatsApp messages in their native languages, and have customers read them and send return messages in their native languages.

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


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