Twilio Changelog

Starting April 15, 2025, Segment will enforce a Data Retention and Deletion Policy to align with industry best practices and enhance data governance. This update ensures efficient data management by implementing a structured deletion process for older event data. 

What’s Changing?

• Segment will introduce a rolling data deletion process, where historical event data beyond a defined retention period will be removed on an ongoing basis.

• Data deletion will occur in phases, starting with an initial cleanup followed by a continuous, automated process.

• Depending on customer tier, this policy applies to event data stored in Archives, Object, and/or Profile Data stores.

What You Need to Do

• Review your data needs and assess whether older data is critical for workflows.

• Plan ahead by identifying any necessary storage solutions outside of Segment for data that must be retained.

For additional details on our retention policy, visit our Segment Data Retention Policy Overview or reach out to your Segment account team.

Twilio SendGrid now supports UTF-8 characters in sender and recipient email addresses. UTF-8 character support means senders will have broader access to operate internationally by contacting and sending in all major global languages. 

There are no configuration changes necessary. Emails with UTF-8 characters in the addresses will now be processed like any other email. UTF-8 Characters in email bodies, subject lines, headers and footers were already supported.

Starting March 31, 2025, Twilio SendGrid will begin upgrading Legacy Marketing Campaigns to enhance performance, reliability, and user experience. This upgrade will be rolled out in phases, and customers will experience the update at different times. While most changes will happen behind the scenes, customers will experience a brief service disruption while the upgrade occurs (lasting up to 30 minutes) at some point during a customer’s scheduled upgrade week, which may temporarily limit access to Twilio SendGrid Legacy Marketing Campaigns.

What’s the Impact?

During the brief service disruption, customers will see:

• Temporary system unavailability: Customers will see a brief “System Unavailable” message in the UI while the upgrade is applied.

• Paused scheduled campaigns: Any campaigns scheduled to send during this time will pause and automatically resume once the upgrade is complete.

After the brief service disruption, customers will see:

• A refreshed experience: Customer’s Legacy Marketing Campaigns pages will match the look and feel of new Marketing Campaigns, improving navigation and campaign management.

• API changes: A small set of endpoint behaviors and fields are changing to support system reliability. 

Next Steps

• If customers use Twilio APIs, they should review the updated API documentation and make any necessary changes before the upgrade to prevent disruptions.

• If customers have time-sensitive campaigns, they should consider scheduling them outside of their scheduled upgrade week.

Customers can monitor real-time system status updates on SendGrid's Status Page during and after the upgrade.

Effective March 6, 2025, the list of supported cipher suites has been updated in all REST API endpoints except for the following domains:

• api.twilio.com
• bulkexports.twilio.com
• content.twilio.com
• frontline-api.twilio.com
• handler.twilio.com
• lookups.twilio.com
• lookups-upload.twilio.com
• supersim.twilio.com
• twimlets.com
• verify.twilio.com
• wireless.twilio.com

The list of supported cipher suites on the domains shown above are now scheduled to be deployed on June 2, 2025.

Supported TLSv1.3 ciphers

• TLS_AES_128_GCM_SHA256
• TLS_AES_256_GCM_SHA384
• TLS_CHACHA20_POLY1305_SHA256

Supported ECDSA ciphers (TLSv1.2)

• ECDHE-ECDSA-AES128-GCM-SHA256
• ECDHE-ECDSA-AES128-SHA256
• ECDHE-ECDSA-AES256-GCM-SHA384
• ECDHE-ECDSA-CHACHA20-POLY1305
• ECDHE-ECDSA-AES256-SHA384

Supported RSA ciphers (TLSv1.2)

• ECDHE-RSA-AES128-GCM-SHA256
• ECDHE-RSA-AES128-SHA256
• ECDHE-RSA-AES256-GCM-SHA384
• ECDHE-RSA-CHACHA20-POLY1305
• ECDHE-RSA-AES256-SHA384

Test your configuration

The new security configuration is available on the testing domain ( https://tls-test.twilio.com ). 

For more information on how to test the updated cipher list, we advise you to read https://help.twilio.com/articles/226478767-Monitoring-Updates-to-Twilio-REST-API-Security-Settings

What’s Changing?

Starting April 1, 2025, Meta will block all WhatsApp marketing messages sent to U.S. phone numbers (+1 area code). Messages sent using a WhatsApp marketing template to U.S. recipients after this date will fail with error code 63049.

This change affects all businesses using WhatsApp marketing templates to engage with U.S. customers. Meta has not provided a timeline for re-enabling this use case, so you should explore alternative channels to maintain customer engagement.

What You Need to Do

To continue reaching U.S. customers with marketing messages, we recommend transitioning to SMS or MMS using Twilio’s Programmable Messaging API. These channels provide reliable, direct engagement to keep your marketing campaigns running smoothly.

Effective March 3, 2025, Twilio has completed the certificate rotation in All Twilio REST APIs.

Twilio’s REST API end-user certificate has been renewed. The root and intermediate certificates remain 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. Customers using the official Twilio Helper Libraries should not experience any impact as they are designed to handle certificate rotations.

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.

We’re excited to announce that Flex is now compatible with Windows 365 Cloud PCs. If your agents use Windows 365 Cloud PCs as their virtual machines, they can now use Flex UI in that environment while maintaining optimal call quality. 

To use Flex on Windows 365 Cloud PCs, you must use Flex UI version 2.10.1 or later. 

For complete details, see our Flex on Windows 365 Cloud PC documentation.

We’ve introduced a 14-day time limit for paused tasks in an agent’s inbox. This change applies to all supported Flex UI versions. In Twilio Console, you can reduce the default 14-day time limit for paused tasks so they are routed to a new agent or queue faster. 

Paused tasks created on February 19, 2025, or later will automatically time out after 14 days unless the agent resumes work before then. When a paused task times out, it’s returned to the queue. 

Beginning with Flex UI 2.11.0, paused tasks in an agent’s inbox show when they’ll be reassigned if they remain paused. This change enables agents to better manage their paused tasks. 

We’ve also added a new configuration option in Twilio Console for when an agent leaves a task. You can now choose to use custom routing when an agent leaves, or keep the default behavior of creating a new task. 

To learn more, see Configure the Leave and Pause options for email tasks. 

We’re excited to announce that Flex UI 2.11.0 is now available. This release includes:

• New metrics in Queue stats monitoring that enable you to monitor agent availability. 

• An update to the Teams view page to add the queue name to each task card for quick reference without an extra click.

• An update to Citrix SDK 4.0.2 to provide enhanced capabilities in Flex on Citrix VDI.

Throughout Flex UI, you'll find feature and UI enhancements, bug fixes, and more. 

For complete details, see the Flex UI release notes for 2.11.0.