Twilio Changelog

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.

Recently, support for JitterBufferSize was added for conference instruction in the TaskRouter API. If you experience high call latency on conference calls, you can adjust this setting to improve call quality.

As of 1st April, 2024, the Global Safelist API is now generally available for Twilio Programmable Messaging. Twilio's Global Safelist API empowers you to manage trusted phone numbers that they are not blocked by Twilio’s algorithms for SMS Pumping Protection on Twilio Programmable Messaging.

We have begun enabling accounts for improved message creation API error visibility in  SMS logs and Messaging Insights in the Twilio Console as well as when you list messages via the Programmable Messaging API. Full details are available here. When your account is enabled, the banners on those console pages will update to reflect that your account is enabled. Note that accounts will be enabled on a per-account-sid basis over the coming weeks; thus certain sub-accounts may gain access before others.

The following plugins were recently added to the Flex Plugin Library:

• Agent Automation
  Enables auto-select, auto-accept, and auto-wrap-up behaviors for agent tasks based on their channel and a set of required task attributes.

• Dual Channel Recording
  Enables call recording on dual channels to enable analytics tools like Flex Insights to determine if the customer or the agent is speaking, which enhances their capabilities to detect cross-talk.

• Custom Transfer Directory
  Enhances the agent and queue transfer directories for Voice tasks with real-time data and filters.

• Supervisor Complete Reservation
  Adds a Complete button to the TaskOverviewCanvas to allow supervisors to complete pending tasks for agents.

• Activity Reservation Handler
  Enables synchronization of an agent's TaskRouter activity with the state of the tasks that they are working on.

• Hang Up By
  Enables Flex Insights reporting based on who ended the call (customer, agent, transfer, and so on).