Twilio Changelog

Additions and changes to the Twilio platform

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Twilio Verify and Lookup can now be used 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 how to build on Twilio for HIPAA compliance.

Programmable Messaging

Latency Report available in Messaging Insights Beta

As your messaging volumes grow, you can now monitor the latency introduced in sending messages using the Latency Report in Messaging Insights. This can be particularly helpful in high-traffic times like promotions for Black-Friday, or emergency notification situations. The Latency Report is available to all Messaging Customers at no cost via the Messaging Insights console

As part of the effort to increase transparency on Messaging Latency, there is now a new guide for scaling and two new filters available as part of Insights - latency buckets and time-ranges of 5-minutes and 4 hours.  The blog with this announcement is available here.

Voice Insights call summaries now include the Application Name and Application Version provided by your app starting in Twilio Client JS SDK 1.11.0, Voice iOS SDK 5.1.1, and Android SDK 5.0.2. This information can be used to correlate Insights events with the application that is generating them which is useful for debugging purposes in cases where multiple versions are deployed, or when performing A/B testing.

See the Voice Insights Call Summary API docs for more information.

Elastic SIP Trunking

Elastic SIP Trunking allows Dual-Channel Recording GA

Twilio Elastic SIP Trunking now allows you to record two distinct channels, one per party in the conversation. Visualize and focus on one party at a time while you analyze customer conversations and evaluate agent performance. These will be saved to the same Recordings Log as your other recordings. You can enable this feature on each of your individual trunks.

For more details, visit our Elastic SIP Trunking documentation guide.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.22.

This release of Flex UI and WebChat UI introduces the public beta version of chat attachments. Chat attachments now include drag-n-drop for your files, and you can compose a single message with both text and an attachment. For a complete overview of the feature and developer guides to programmatically customize the experience, check out the chat attachment docs.

Other notable changes: 

  • Flex WebChat UI CDN bundle size has been reduced to 390kb.
  • Real-time Queues View is now enabled for all accounts. For more details on this feature, visit our Real-time Queues View docs.

For a full changelog, visit client libraries release notes:

Flex UI 1.22 

Flex Webchat 2.6

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

Viewing Usage details in the Twilio Console Beta

Twilio customers often want to understand the details of the usage behind the billing line items. Usage Insights will allow users with Owner, Administrator or Billing roles to view this detail in the Twilio Console.

To view, navigating from the usage page by clicking on the usage categories, or by navigating directly to the view across categories.  

API to transfer Super SIMs between Subaccounts Beta

You can now use the Super SIM API to transfer Super SIMs that have not yet been activated to and from your Subaccounts.  This allows you to order Super SIMs on one account and transfer them to subaccounts, which each may represent one of your end customers, as needed before activating them.

Please refer to the documentation for more details.

Workforce Management systems can now distinguish between inbound and outbound traffic when gathering agent adherence data. The Flex Real-Time Adherence feed automatically provides a direction attribute for voice interactions. Flex developers can also add a custom direction attribute to tasks for non-voice interactions.

Twilio is releasing Deletable Regulatory Objects to make regulatory information management easier. This new functionality allows customers to delete unwanted Regulatory Bundles, Supporting Documents, and End-Users from the Twilio web Console and the Public API.

Programmable Messaging

Messaging Data availability updated to 13 months GA

Customers will be able to view message logs in Console--and retrieve the resources via GET to the /Messages endpoint--for thirteen months after the message is created. This represents a significant change as these logs were permanently stored by Twilio and retrievable via Console and API indefinitely before this change.  

If you view logs in Console there is no follow up action, but just be aware that messages will now only display logs for 13 months.

All past message records older than thirteen months will still be backed up within Twilio and available to be retrieved using the Bulk Export utility (except for media older than 13 months).

This change will be reflected as a Data Access Policy Setting of "400 days" in the Messaging Console Settings page. If you perform log extraction via API on a rolling basis, it is important to verify that you are pulling the logs at a frequency that will remain unaffected by this change. 

In case there is an urgent need to access older data via the API, customers may contact support for case-by-case extensions till Oct 31, 2020.

Programmable Messaging

Message Media deletion along with message deletion GA

Deleting a Message log will now automatically remove any Media objects associated with that message whenever applicable. For media objects that are associated to multiple messages, Twilio will continue to store a copy until all messages refering to the media object are deleted. This allows a more intuitive experience when customers issue delete requests on messages containing media. The change will apply to all messaging channels supporting media including MMS, WhatsApp and Facebook Messenger.

More details of the changes to message records and media availability and deletion are published here

Programmable Voice

Voice Insights Events and Metrics API General Availability GA

The Events and Metrics endpoints for the Voice Insights API are now GA and available for all Voice Insights Advanced Features customers.

These endpoints provide access to Voice SDK/call progress events and call quality metrics in near real time. Developers who consume these resources can discover emerging changes in call behavior reducing time to detection and improving time to resolution.

As part of this release, we have remapped the error codes from 15000 range to 17000 and made changes to pagination to support the encoded PageToken. We have also added an interval section of Metrics API response for Twilio Media Gateway edges. 

For more information, see the docs.

Voice Insights now contains information about Branded Calls and SHAKEN/STIR attestation, and allows for filtering and aggregation based on these values in the Dashboard.

Branded call and verified call answer rate is available as a subgraph in the Connection Rate section. This allows you to compare the answer rate for branded/verified calls against the answer rate for non-branded/non-verified calls.

Additionally, the Voice Insights Dashboard has new top-level filter options that allow you to filter results based on whether a call was branded or had a verified caller ID. 

Note that if no branded calls are placed on an account these options will not be present. At least one branded or verified call needs to have been placed in the timeframe for which the Dashboard has been filtered.

For more information, see the docs

Admins in Flex can now manage their plugins, view the history of plugin releases, and rollback to prior deployments. This provides visibility and control of your application's version outside of a developer's command line interface.

Screen Shot 2020-09-29 at 9.29.25 AM.png

To get started with the Plugins Dashboard, you must first migrate any existing plugins to use the new Flex Plugins CLI. Review our migration guide and dashboard user guide for more details.

The Flex Plugins CLI (Command Line Interface) is the new interface for developing, testing, and releasing plugins. It accelerates your plugin development by automating the key workflows you'll use while customizing Flex for your users. 

With the Flex Plugins CLI developers can:

  • Build new plugins - Start with a blank slate, or build from a template. Access all of Flex’s frontend programmability to customize the UI.
  • Deploy and release plugin versions - Define plugin versions to track incremental updates to your customer experience. Deploy updates for each of your plugins individually, or bundle all of your updates together in a single release.
  • Manage your version and release history - All of the updates to your plugin versions are tracked as a history of releases. Use this history to quickly identify and track changes in your application, and select a prior configuration to re-release in the event of an issue with your users.

Head over to the installation guide to get started and our migration guide to adopt the Flex Plugins CLI for your existing plugins.

Programmable Voice

Twilio performs SHAKEN/STIR signing for direct customers Beta

Twilio Programmable Voice and Elastic SIP Trunking sign outgoing calls under the SHAKEN/STIR call authentication framework to increase call answer rates. Direct customers can create a Business Profile and enable SHAKEN/STIR in the Twilio Trust Hub and assign their Twilio local and toll-free US phone numbers to receive full attestation so that a trust indicator, “Caller Verified”, can be displayed on devices on participating destination networks.

For more details, please visit here.

In TaskRouter, you can now evaluate a Worker’s Activity state by referencing worker.activity_sid and worker.activity_name in a Workflow’s target expressions. This allows you to target or exclude agents based on the Activity that they are in.

For example, with Activity-based routing you can:

  • Route high-value Tasks to agents even when they are scheduled to not receive general Tasks.
  • Transfer Tasks to agents who are in Activities that are excluded from routing.
  • Designate an Activity that allows an agent to only accept a particular type of task.

To learn more about the new feature, please refer to our documentation on Activity-based routing.

Programmable Video

Announcing Video WebRTC Go GA

Twilio Video WebRTC Go is a new product offering that allows developers to build and operate 1:1 WebRTC based applications for free. This developer package provides the infrastructure components (signaling, TURN, logging, & diagnostics) required to run WebRTC applications in production. Participant minutes are free and the 25 GB/month of TURN server usage ensures enough relay support for roughly 100K minutes. To learn more, visit the documentation here.  

In addition, a new one-on-one UI layout has been added to the Twilio Video quick deploy apps to support the new WebRTC Go Rooms and provide developers with a clean, modern visual design. Developers can now specify the desired Room type (group, peer-to-peer, or go) when building the quick deploy video app via the Twilio CLI RTC plugin. All the source code for the apps is available here:

For additional information about WebRTC Go and details on the new Video troubleshooting tools visit our blog post.

Programmable Video

New Video Troubleshooting Tools Beta

To help developers troubleshoot their applications at scale we are releasing three new Video troubleshooting tools. The first is a console tool called the Video Log Analyzer. It provides detailed information about Video Rooms and Participants. This can be used to quickly investigate Room and Participant issues that occurred in the past 2 days for WebRTC Go Rooms and 7 days for all other Rooms types. 

The second is the RTC Diagnostics SDK 1.0.0-beta2, which provides test functions to allow developers troubleshoot camera, microphone, speaker, and network issues. This SDK is a general purpose WebRTC SDK and does not rely on Twilio infrastructure. Developers can incorporate it into their applications for pre-call testing or troubleshooting user issues. The source code and information on using the SDK is available here

Finally, the Video JavaScript SDK 2.8.0-beta1 contains a new preflight API to specifically test the connectivity to the Twilio Cloud. It can identify signaling and media connectivity issues and provides a report at the end of the test. Developers can use this API to troubleshoot user connectivity issues. To learn more, see the changelog here and see it in action in our quick deploy video app here

Programmable Messaging

WhatsApp Template Console Redesign & Translation Support GA

As part of Twilio's support for WhatsApp Business API being made Generally Available, Twilio has redesigned the templates console experience and added support for translations. Here's what's new:

Message templates now have a dedicated page. Navigate to Programmable Messaging > Senders > WhatsApp Templates to submit and view your templates.

Support for translations. Each message template now supports multiple versions across different languages. Instead of submitting one new template for each language, you can now add multiple translations under a single template. WhatsApp limits each account to 250 templates by default, but each template can now contain multiple languages, so this significantly expands the number of messages available to sent as notifications. 

Template naming. You can now name each template. This provides context to your template submission and can increase your chances of approval with WhatsApp.

For more info about WhatsApp message templates, please refer to this article

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