Product changelog and announcements

What’s changing:
Programmable Chat in Flex is reaching end of life (EOL) on June 1, 2026. After that, it may stop working as expected and won’t receive any more enhancements, bug fixes, or security updates. It's had a good run—but it’s time to pass the baton.

Customers still using Programmable Chat in Flex will need to migrate to Flex Conversations, Twilio’s supported messaging platform for channels like Webchat, SMS, and WhatsApp. With key feature gaps now closed, like the GA of Webchat 3.x, there’s no reason not to make the switch.

To support this transition, the following resources are available:

• Flex Conversations Overview

• Migration Guide from Programmable Chat to Conversations

No surprises here—both Programmable Chat and Conversations use the same billing model.

For any questions or support during the transition, customers should reach out to their Twilio account team.

Our enhanced SendGrid Destination is now in General Availability. 

Orchestrate personalized email communications by connecting Segment directly to SendGrid's enterprise email platform with our new "Send Email with Dynamic Template" action. This integration enables you to trigger transactional and marketing emails using your existing SendGrid templates directly from Segment events, audiences, and journeys.

Create unified email experiences by leveraging customer profiles, behavior data, and warehouse information to deliver personalized communications at scale. Configure complex email templates with dynamic content, customize recipients, manage headers, and schedule delivery times—all without leaving Segment.

Accelerate customer engagement and conversion rates by delivering timely, contextual emails while reducing integration complexity and technical overhead. Maximize your investment across the Twilio product suite through deeper native integrations that unlock end-to-end customer engagement capabilities.

For more information check out our docs and this overview video. 

<Connect><ConversationRelay> is a TwiML noun and Service Provider Interface (SPI) for building genAI-powered virtual agents. ConversationRelay makes voice AI integrations straightforward, so you can focus on delivering the self-service experiences customers expect without diving into the complexities of voice technology. It combines low-latency speech-to-text and text-to-speech capabilities with human-like conversational pacing, orchestration, and seamless interruption handling through a websocket API. Bring your own large language model (LLM) and let Twilio take care of the rest. 

New features included with this release:

• ElevenLabs is now the default TTS provider. A new TwiML param “elevenlabsTextNormalization” specifies whether or not to apply text normalization while using the ElevenLabs TTS provider.

• New TwiML param “reportInputDuringAgentSpeech” specifies whether your application receives prompts and DTMF events while the agent is speaking

• New TwiML param “debug“. Options are debugging, speaker-events, and tokens-played. The debugging option provides general debugging information. speaker-events will notify your application about agentSpeaking and clientSpeaking events. tokens-played will provide messages about what's just been played over TTS.

Check out the blog post to learn more. If you’re ready to dive right into code you can find the docs here. We can’t wait to see what you build!

Voice Intelligence has been renamed to Conversational Intelligence – reflecting our expansion into analyzing conversations across all customer touchpoints. Businesses can now unlock unified AI understanding across Voice, Messaging & Virtual Agents. 

Building on the foundation of Voice Intelligence's AI-powered transcription and language analysis capabilities, Conversational Intelligence introduces powerful new features designed for today’s cross-channel engagement landscape:

🤖 AI Agent Observability with ConversationRelay (Generally Available)

A native integration with ConversationRelay empowers you to monitor and refine interactions between customers and Twilio-powered AI agents to ensure quality and fine-tune performance over time.

✨ Generative Custom Operators (Public Beta)

LLM-powered custom operators let you easily define use cases like quality assurance checks, compliance flagging, or competitive insights — tailored to your business — all with just a few simple instructions. 

💬 Conversational Intelligence for Messaging (Private Beta)

Gain full visibility into customer interactions across SMS, WhatsApp, and web chat. Analyze messaging conversations alongside voice data to uncover trends, preferences, and patterns throughout the entire customer lifecycle.

Want to learn more?

• 👉 Explore the Conversational Intelligence docs
• 👉 Get building using Conversational Intelligence with ConversationRelay
• 👉 Create your first Generative Custom Operators
• 👉 Request access to the Conversational Intelligence for Messaging Private Beta

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Important Note: Voice Intelligence customers do not need to take any action as a result of these changes, and Transcription & Language Operators will continue to function normally. 

The Data Split step allows users to send profiles down different Journey paths based on profile trait conditions or existing audience membership. Users can configure multiple conditions for each branch based on: 

• Profiles with or without traits

• Profiles are part of or not part of an audience

Please note: we only support mutually exclusive Journey paths, so users will be evaluated for branch conditions in sequential order. Users can reorder the branches to adjust rankings.

Quick video overview

Twilio, by default, handles standard English-language reply messages such as STOP, UNSUBSCRIBE, END, QUIT, STOPALL or CANCEL for US and non US Long Code numbers, in accordance with industry standards. As of May 13, 2025, Twilio added REVOKE, and OPTOUT as additional opt-out keywords.

Learn More: Update to FCC's SMS Opt Out Keywords

Beginning today, agents can now leave and pause a task for any Flex Conversations channel, such as SMS or webchat. We’re expanding this functionality from only email tasks to all Flex Conversations tasks. 

Agents can also enter wrap-up after they leave or pause a task, so they can perform final wrap-up activities before completing a task. This ensures that agents have time to document their actions and also provides a more accurate report of their status.   

In addition, administrators and developers can now configure a webhook URL and subscribe to notifications about Interactions API events that occur during conversations. 

Event notifications can provide information about customer interactions or enable developers to trigger additional workflows after certain events. For example, when used with leave and pause functionality, Interactions event notifications enable you to trigger custom logic when a customer responds to a conversation the agent has left.

Key Pair Authentication for Snowflake is now Available to all users on Free, Team, and Business plans (previously only available to Business Tier users). This authentication adds an extra layer of security for connections to Snowflake warehouses, replacing the use of username/password. Therefore, implementing key pair authentication helps customers maintain compliance and enhance connection security. Note: Secure authentication for SQL Traits with Snowflake is not yet supported, but we will add this feature soon.

Snowflake plans to discontinue support for username/password logins by November 2025.

For more information see our docs:

• Reverse ETL Setup

• Data Graph Setup

• Warehouse Connections