Twilio Changelog

In some cases calls placed using the Conference Add Participant API, <Refer>, and <Dial><Sip> Multidial are not being properly billed for Voice Insights Advanced Features usage. We’ll be introducing a fix for new accounts created after February 24, 2021 that will result in these call flows being billed properly. The billing behavior will not change on existing accounts.

Flex Insights provides additional custom data fields for Conversations, Customers, and Agents data sets. You can now attach more data related to your specific business needs to conversations, customers and agents - which you can then use for segmentation, aggregations, and filtering in Historical Reporting.

To learn how you can set custom data fields programmatically, see Enhance your Flex Insights Integration.

The Flex Plugins CLI has been updated to automate one of the most common operations, enabling or disabling a single plugin. Developers can now provide the disable-plugin and enable-plugin arguments in the release and create-configuration commands. This simplifies the release process for developers managing multiple plugins. They no longer need to gather and update configurations for every active plugin. Refer to our CLI documentation for more details on these commands.

Other notable changes:

• Flex plugins no longer need to start with “plugin-”.

Flex Insights now supports detailed intraday reporting of agent workload. Workload reporting enables supervisors and data analysts to see which conversations the agents spent their time working on during the day with 15 minute interval granularity. Workload reporting is especially powerful in contact centers with long conversations that can be leveraged by Workforce Management applications to predict load and monitor schedule adherence. The time spent working on conversations can be filtered and segmented by direction, queue, agents, and all the other attributes available in Flex Insights.

Flex Insights now also reports on how many conversations agents worked in parallel at a specific moment. This gives visibility into how efficiently their time is used in multi-tasking environments. You can also report how much time agents spend idle - handling no conversation during their working hours.

For more information see workload reporting documentation.

In order to enhance security for all of our users, Twilio SendGrid now requires customers on all Essentials plans to use API Key authentication on all API requests and SMTP configurations. Customers must also enable Two-Factor Authentication (2FA) for all users, including teammates. Visit our docs for more information on Upgrading to API Keys and Enabling Two-Factor Authentication. If you did not receive notifications about this change please update your account email address.

HTTP callbacks (webhooks) for inbound WhatsApp messages now include new ProfileName, WaId, Forwarded, and FrequentlyForwarded parameters. The ProfileName parameter contains the WhatsApp sender's profile name and the WaId parameter contains the WhatsApp ID of the contact sending the incoming message. For messages received that have been forwarded or forwarded many times the parameters Forwarded or FrequentlyForwarded, respectively, will appear with the value true.

Twilio’s Programmable Voice <Siprec> TwiML instruction now supports Secure Media encryption using Secure Real-time Transport Protocol (SRTP); this allows customers to encrypt transmission of their SIPREC media stream. Additionally, you can now send traffic to your SIPREC servers from any Twilio Edge Location, which will allow for improved performance internationally.

To get started, pass `secure=true` with the Recording Server SIP URI when configuring Twilio SIPREC connector.

Example

sip:alice@example.com;secure=true

Additionally, you can also select the Twilio Edge Location to use when streaming to your SIPREC servers by specifying the ‘edge’ parameter in the Connector’s Session Recording Server SIP URI.

Example

sip:alice@example.com;edge=frankfurt

More information regarding the ‘secure’ and ‘edge’ parameters can be found in the Programmable Voice SIP documentation.

To learn more about Twilio’s <Siprec> functionality, please check the <Siprec> documentation.

We are excited to announce the General Availability of Account Insights for all customers in console. Account Insights offers unprecedented transparency for customers to monitor, troubleshoot, and optimize Twilio usage.

All Twilio customers can view usage and message traffic.

For Data and Enterprise Edition customers, the GA launch enables customized multidimensional filters including sub account filtering and saving reports. The following data is available:

• Usage: spend per usage category across the account
• Message Delivery: How messages are delivered across carriers
• Audit Events: For Security and Enterprise Editions customers to see what configuration or data changes were made to the account
• Reseller: for Twilio resellers to see customer usage

Account Insights is available on the Twilio console for all customers.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.24.

This release of Flex UI and WebChat UI introduces new syntax options for Chat Markdown including support for new elements (headings, ordered lists, code snippets, block quotes). To learn more about Markdown, visit our Flex docs. Markdown is currently in Beta and can be enabled for your account on the Pre-Release Features Page.

For a full changelog, visit the release notes for our client libraries:

Flex UI 1.24

Flex Webchat 2.7

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

As previously communicated, starting today, February 5, 2021, you will be able to view call and conference logs in Console--and retrieve the resources via GET to the /Calls and /Conferences endpoints--for thirteen months after the resource is created. This represents a significant change as these logs are currently stored indefinitely by Twilio and retrievable via Console and API.

We provide a Bulk Export utility in Console and via API. Bulk Export generates S3 files containing one day of data per file and delivers the download link via webhook, email, or Console. Records older than thirteen months will only be able to be retrieved via Bulk Export.

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

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.