Twilio Changelog

In February the display name in Console, invoices, order forms, and the Usage API for Programmable Voice conferences mixed in Ashburn (us1) and Umatilla (us2) will be updated to remove specific reference to US East. 

This is an enhancement for Twilio Verify customers requesting that a One-Time Password (OTP) message be sent via WhatsApp. We continuously monitor the availability of the WhatsApp channel, and will now automatically send your OTP message via SMS as a fallback in the event of an outage, degradation, destination country/region unavailability, or missing/misconfigured WhatsApp Sender. This fallback will only occur if you have enabled the SMS channel and the message will be billed as if you had requested an SMS in the first place. This fallback will be enabled on April 24, 2025 for all customers by default, but you can opt-out here at anytime. For more details, refer to the documentation here.

Any direct customers who do not already have access to WhatsApp Self Sign-up can now upgrade directly within the Twilio Console. This enables: 

• Faster onboarding register additional WhatsApp Senders in under 5 minutes—including Bring-Your-Own-Number (BYON) WhatsApp Senders (e.g., non-Twilio numbers).

• Access to Meta-provided insights within the Meta WhatsApp Business Manager.

• Ability to add your WhatsApp Sender as the Contact Button to a Facebook page or Instagram account.

• Meta advertising with Click to Whatsapp Ads.

• Self service ability to directly apply for a WhatsApp Official Business Account (blue checkmark) with Meta.

Twilio now offers rich messaging on RCS through the Content Template Builder. You can now create and send rich cards, media, and rich card carousels. Twilio will support more rich RCS functionality in the near future.

When you send a rich content message through Messaging Services, Twilio will automatically deliver RCS rich content to compatible devices. For devices that do not support RCS , Twilio will send the defined fallback via SMS or MMS. You can define a twilio/media or twilio/text type as a fallback within your rich content template. To learn more about how to create and send rich content on RCS see our docs here. If you want to learn more about RCS generally and request access, you can do so here. 

As of January 21, 2025 the Lookup SIM Swap 60620 error is billable.

Lookup’s SIM Swap allows you to get information on the last SIM change for a mobile phone number. This data is obtained in Real time from the carrier associated with that phone number. . The 60620 error code is returned as a response to Lookup Sim swap, when Twilio is billed by the carrier for the transactions but the carrier does not provide Twilio information to determine if a Sim swap has occurred in the requested time period.

Customers generating a Real-Time Transcript for Voice calls can now send these transcripts to Twilio Voice Intelligence for integrated post-call processing. This feature enables you to extract actionable insights at scale by storing and analyzing transcripts initially generated in real-time.

Here’s what you can do:

1. Persist Live Transcripts: Automatically store real-time transcriptions in Voice Intelligence’s historical log for future reference and analysis.

2. Run Post-Call Language Operators: Trigger configured Language Operators in Voice Intelligence to generate AI-powered insights and automate actions after the call has concluded. 

This integration with Voice Intelligence can be configured either through the <Transcription> TwiML verb or through the Real-Time Transcription API. It works seamlessly alongside the existing live processing Webhook setting (statusCallbackURL), which streams utterance-level data to your app during the call.

To enable this, include the intelligenceService parameter (Voice Intelligence Service SID) when starting a transcription session. If you don’t have a Voice Intelligence Service yet, create one in Console.

Via <Transcription> TwiML verb:

We’re making some updates to an API endpoint to ensure Twilio’s core services remain reliable and robust. 

What’s Changing?

Starting March 10, 2025, the preview.twilio.com/sync API endpoint will reach its end of life (EOL). After this date, any requests sent to this endpoint will result in a 400 error.

Customers need to update their applications to use the sync.twilio.com endpoint to keep their services running smoothly and access the latest Sync features.

What Action is Required?

To prevent service disruptions, customers should update their code to use the sync.twilio.com endpoint before the deprecation date. This change requires updating the DNS reference in your application configuration. Here’s how to make the change:

1. Locate the references: Identify where your application uses the preview.twilio.com/sync endpoint.

2. Update the URL: Replace it with the sync.twilio.com endpoint.

3. Test your application: Confirm the changes to ensure your application functions as expected.

Need Help?

Check out our Sync API documentation for detailed guidance, or reach out to the Twilio Support team if you need assistance.

Agent Copilot (public beta) now has the ability to automatically identify the reasons behind customer inquiries with topics and subtopics as part of its automated wrap-up feature.

Create topics and subtopics if you need more granularity via your Twilio Console. Copilot automatically selects the most relevant topic and subtopic based on the customer's conversation. This feature is another step towards leveraging AI to improve agent handle time during wrap-up and enables deeper analysis of contact center interactions.

Upgrade to Flex UI 2.10 and view our docs to get started.

The Compliance Embeddable is a white-label React component designed to seamlessly integrate into an ISV's web application as an iframe. This product enables ISVs to securely collect compliance information from their customers and send it directly to Twilio, streamlining compliance and shortening customer’s time-to-market. For ISVs, the Compliance Embeddable serves as a great alternative to manually collecting information from customers, and requires less development work compared to integrating with the Twilio Toll-Free Verification APIs and building their own UI.

The Compliance Embeddable is offered for free and is now available in Public Beta. Please follow the instructions in Twilio Docs to get started.

We are excited to announce an enhancement to the Twilio Messaging Service that improves the delivery of multimedia content to destinations that do not support MMS. With the updated MMS Converter feature, Messaging Service can now select SMS-only capable senders when sending messages to destinations that convert MMS to SMS links.