Flex UI Release Notes for 2.x.x

@twilio/flex-ui@2.7.2

Release date June 5, 2024

• Fixed an issue with token refresh that sometimes occurred when intermittent network issues were present.
• Fixed an intermittent issue that prevented agents from canceling a warm transfer if the person or queue being added to the call did not answer.
• Corrected an issue where Webchat tasks with sent attachments showed a "File sent" message instead of the name of the file. Webchat tasks now show the filename for sent files.

@twilio/flex-ui@2.7.1

Release date May 9, 2024

• Reverted the following breaking changes:
  • manager.store.getState().flex.session.ssoTokenPayload can be undefined in Flex UI 2.7.0, which causes a TypeScript error.
  • manager.store.getState().flex.session.identity can be undefined in Flex UI 2.7.0, which causes a TypeScript error.
  • The SupervisorWorkerState type is no longer exported from @twilio/flex-ui/src/state/State.definition in Flex UI 2.7.0.
• Updated the History tab in Unified Profiles to refresh its data every time the tab loads.
• Fixed an issue that prevented scrolling on the Quality Management > Questionnaire > Add questions page.
• Corrected an issue that caused a DOM error to appear when using browser developer tools on the Real-Time Queues View page when accessing a local version of Flex UI.
• Corrected an issue that caused the Twilio Webchat React App to show the customer name incorrectly if the customer sent the last message before the chat conversation ended.
• In a rare scenario, when agents change wifi networks, have intermittent network connectivity, or become idle, they appear as unavailable for up to two minutes until the TaskRouter worker websocket can reconnect. In this release, the TaskRouter worker reconnection time has been reduced to 30 seconds. Additional logging has also been added for this connection to help better diagnose any future connection issues.

@twilio/flex-ui@2.7.0

Release date April 15, 2024

Flex UI 2.7.0 is now available. It includes AI-generated highlights and more customer data in Agent Copilot and Unified Profiles in Flex, a pause option in Email in Flex, Flex on Azure Virtual Desktop, and the option to begin using Flex's enhanced SSO configuration. You'll also notice a number of feature and UI enhancements, bug fixes, and more.

• We've added the following features to Agent Copilot (Public Beta) and Unified Profiles (Public Beta):
  • Agents have access to a new feature, customer highlights . The one-paragraph summary combines customer data and recent activity, so agents can start the conversation faster and have a more informed interaction.
  • Agents have access to more information in a customer's profile details and history:
    • Wrap-up notes now appear in a customer's history, so agents can see notes from previous interactions.
    • Agents can now see recent customer web and app activity.
    • Outbound calls now appear alongside inbound calls.
    • Past interactions in the customer's history include the queue of the agent who handled that task, in addition to the agent's name.
  • Administrators have more configuration options:
    • Show or hide wrap-up notes
    • Configure how the customer header and search , customer details , and customer history appear to agents.
  • See our documentation for information about enabling these features.
• Email in Flex now includes the ability to pause and resume a task. When enabled , the pause action enables agents to put an email task on hold while keeping it in their queue. Agents can resume the task when they're ready, which frees up their capacity to handle other tasks in the meantime.
• If your agents use Azure Virtual Desktop to log in to Flex, you can now optimize your audio calls with Flex on Azure Virtual Desktop (Public Beta) .
• If your Flex instance uses legacy SSO configuration , you can now migrate to enhanced SSO configuration , a solution with enhanced security that uses OAuth 2.0 for login authorization.
• Two new metrics are available in the Real-Time Queues View , Completed (30 min) and Completed (Today), which show the number of tasks completed in the last 30 minutes or today. These metrics do not appear by default. If you want to show them, add them to your view .

• Made updates to enable Flex pages to load faster.
• Updated dependencies to enhance security.
• Upgraded the TaskRouter SDK to version 2.0.2 to provide enhanced capabilities.
• Updated the Citrix SDK used in Flex on Citrix VDI to provide enhanced capabilities.
• Updated Axios to version 1.6.7 to provide enhanced capabilities.
• Updated some login error messages to provide more detail when using enhanced SSO configuration .
• Self-hosted Flex only: If your custom application uses react-scripts v5, you must apply a workaround to use Flex 2.7.0 or later. For example, if you use a version of the Create React App that depends on react-scripts version 5, you must apply the workaround. This workaround is required due to a react-scripts issue.

• Fixed a bug that caused the summary metrics cards on the Real-Time Queues View page to revert to their previous order after a user changed their order. The cards now remain in the order that a user has configured them as long as the user continues to use the same browser and has not cleared their cookies.
• Enhanced web accessibility by improving visual contrast and correcting navigation bugs for screen readers.
• Fixed the SetInputText action in Email in Flex. This action did not work properly for Email in Flex in some previous versions of Flex UI.
• Removed the ability to switch audio devices using the native audio device manager when using Flex on Citrix VDI. The native audio device manager does not always work in Flex on Citrix VDI.
• Fixed a rare issue where voice call tasks could not be wrapped up after the call ended.
• Fixed an issue on the Real-Time Queues View page where the % of short abandoned tasks metric showed an incorrect value.
• Enhanced responsiveness of the Teams page.

@twilio/flex-ui@2.6.3

Release date May 29, 2024

• Fixed an issue with token refresh that sometimes occurred when intermittent network issues were present.
• Fixed an intermittent issue that prevented agents from canceling a warm transfer if the person or queue being added to the call did not answer.
• Corrected an issue where Webchat tasks with sent attachments showed a "File sent" message instead of the name of the file. Webchat tasks now show the filename for sent files.

@twilio/flex-ui@2.6.2

Release date May 13, 2024

• Fixed a bug that caused the summary metrics cards on the Real-Time Queues View page to revert to their previous order after a user changed their order. The cards now remain in the order that a user has configured them as long as the user continues to use the same browser and has not cleared their cookies.
• Fixed an issue on the Real-Time Queues View page where the % of short abandoned tasks metric showed an incorrect value.
• Corrected an issue that caused the Twilio Webchat React App to show the customer name incorrectly if the customer sent the last message before the chat conversation ended.
• Fixed an issue that prevented scrolling on the Quality Management > Questionnaire > Add questions page.
• Fixed the appearance of information on the Your Teams page when viewed in a small browser window. Previously, information was in some columns too small to read when viewed in a small window.
• Corrected an issue that caused a DOM error to appear when using browser developer tools on the Real-Time Queues View page when accessing a local version of Flex UI.
• Fixed an issue that caused chat conversations to unexpectedly scroll when accessing an audio or video message earlier in the conversation.

@twilio/flex-ui@2.6.1

Release date March 4, 2024

• Fixed an issue with the way that Flex on Citrix VDI handles non-fatal vdiClientDisconnected errors from Citrix. In rare situations, these errors caused Flex UI to use degraded mode until the next browser refresh.
• Fixed several minor bugs in the agent experience for Agent Copilot in Flex .
• Updated a hard-coded English string in the native audio device manager so it can be localized.

@twilio/flex-ui@2.6.0

Release date February 14, 2024

Flex UI 2.6.0 is now available. This release introduces Agent Copilot and Unified Profiles in Flex in limited public beta. These new features combine the power of large language models with real-time customer data to automate customer and agent experiences, improve end-customer satisfaction, and increase agent productivity.

This release also includes the GA release of a number of Real-time Queues View metrics that were previously in public beta, and the public beta release of Device Manager, which enables agents to easily switch between audio devices. In addition, you'll notice UI enhancements, bug fixes, and more.

• Agent Copilot in Flex is now available in limited public beta. Agent Copilot provides agents with wrap up assistance, including automated summaries, disposition codes, and customer sentiment.
• Unified Profiles in Flex is now available in limited public beta. Unified Profiles delivers real-time customer data from multiple enterprise systems to your customer-facing teams.
• A native audio device manager is available in public beta. Agents can select an audio device, such as headphones or speakers, in Flex UI. This feature is not available when using Flex on Citrix VDI.

• Real-time Queues View metrics that were released in public beta in Flex UI 2.5.0 are now generally available.
• Improved error messages that appear when users are unable to successfully log in to Flex UI using single sign-on.
• If you are configuring single sign-on in Flex for the first time, Flex provides a simplified setup experience and enhanced SSO based on the OAuth 2.0 authorization framework.

• Fixed an issue in chat where dates were not shown for messages received before the current day.
• Fixed an issue that caused the "from" email address to appear blank in outbound emails.
• Fixed a bug that caused some messages to appear in light mode theme when dark mode theme was being used.
• Fixed an issue that caused the same agent to appear on the screen twice after multiple call transfers.

• Real-time Queues View:

  • Fixed a bug that prevented filters from working correctly in some situations.
  • Fixed a bug that caused English text to appear for non-English languages.
• Fixed a rare direct URL login issue for self-hosted Flex UI.
• Fixed a rare issue that caused the message "Your connection is poor" to appear when there was no network quality issue.
• Fixed a rare issue that caused the screen to sometimes go blank during chat conversations when using a custom plugin with specific settings.

@twilio/flex-ui@2.5.2

Release date February 26, 2024

• Fixed an issue with the way that Flex on Citrix VDI handles non-fatal vdiClientDisconnected errors from Citrix. In rare situations, these errors caused Flex UI to use degraded mode until the next browser refresh.
• Fixed a rare issue in self-hosted Flex environments that prevented users from successfully logging in to Flex from a direct URL instead of from their SSO tool.

@twilio/flex-ui@2.5.1

Release date January 22, 2024

• Fixed a potential login issue for customers who are using a specific authentication flow and running Flex within an iframe (for example, the Flex Salesforce integration ). This issue was related to Google's rollout of restrictions on third-party cookies , which was announced in December 2023 and began in January 2024.
• Upgraded the date utility library version.
• Fixed a rare performance issue for specific customers who are using a feature enabled by our support team.

@twilio/flex-ui@2.5.0

Release date December 4, 2023

Flex UI 2.5.0 is now available. This release features email as a new channel, the GA release of Flex Citrix VDI, the public beta release of a built-in webchat widget, the ability to filter summary metrics on the Real-Time Queues View by channel, and more. It also includes UI enhancements and bug fixes.

• Added the ability to filter summary metrics on the Real-time Queues View by channel.
• Added the following new metrics to the Real-time Queues View in public beta : average wrap up time, average talk time, rejected Invitations, number of tasks, accepted within SLA, % accepted within SLA, short abandoned, % abandoned, and % short abandoned.
• Added a new option to send Console errors to the Twilio Debugger when the Debugger Integration is enabled. By default, this option is disabled. To enable it, use the Configuration API to set console_errors_included to true in the debugger_integration section.

Watch the Twilio changelog and these release notes for updates on the following features that will be released shortly as part of this release:

• Email will be generally available as a channel for your contact center. Agents can send and receive email messages from your customers directly in Flex.

  • Updated December 5, 2023: Email in Flex is now generally available. To learn more and get started, see Email in Flex .

• The Read-only Admin role will be generally available. This role is automatically assigned to users with the Support role in Twilio Console and enables those users to:

  • Launch Flex from the Twilio Console
  • View the configurations on the Admin dashboard (read-only)
  • View real-time queue statistics
  • View the list of agents on the Teams page
  • Updated December 12, 2023: The Read-only Admin role in Flex is now generally available. To learn more, see Read-only Admin role .

• The public beta release of Webchat 3.0 will provide a new webchat that includes additional security features and is simpler to configure and deploy.

  • Updated December 12, 2023: Webchat 3.0 is now available in Public Beta. To learn more and get started, see the Webchat 3.0 overview .

• The native integration of Google Dialogflow CX with Flex, currently in public beta, will be updated to support Dialogflow Digital Virtual Agents in Flex through an integration enabled by Twilio Conversations and Twilio Studio. Digital virtual agent conversations will be seamlessly escalated and routed to agents in Flex, along with the content of the customer's conversation with the virtual agent.

  • Updated December 14, 2023: Google Dialogflow CX with Flex for Digital Channels is now available in Public Beta. To learn more, see Google Dialogflow CX Native Integration in Flex for Virtual Agents .

• Flex Citrix VDI is now generally available.
• In the Real-time Queues View , renamed the Handled metric to Accepted . This metric continues to reflect the number of tasks that were accepted by agents.
• Updated channel icons for the agent view.
• Increased the webchat character limit to 32,768 from 4,000.

• Fixed an issue where the green dot that indicates customer online status in webchat didn't appear.
• Fixed an issue where underscores were automatically removed from email addresses in Insights chat transcripts in some situations.
• Fixed an issue where outbound messages appeared as read in some scenarios, regardless of whether they had been opened.
• Fixed an issue where "FlexModule: FlexModule not initialized" errors appeared in the log multiple times while logging in to Flex, even though the login was successful and Flex was working properly.
• Fixed a bug where, in some circumstances, agents couldn't accept a call after accepting microphone permissions in their browser.
• Fixed an issue that caused slowness when typing in Flex's built-in messaging in certain scenarios.
• Fixed a rare issue where self-hosted Flex UI becomes unresponsive.

@twilio/flex-ui@2.4.2

Release date November 29, 2023

• Updated the Voice SDK to version 2.7.3 . Voice SDK 2.7.3 fixes a Chrome issue where audio is choppy when another application is also using the audio devices.

@twilio/flex-ui@2.4.1

Release date October 17, 2023

• Fixed an issue that caused the Real-time Queues View to show new filter options and additional metrics in Flex UI 2.3.x as well as Flex UI 2.4.0. These new features are now only available in Flex UI 2.4.0 and later.
• Fixed an issue that incorrectly caused a "Failed to fetch call participants" message to appear for callback request tasks in some scenarios, despite no actual problems. We've updated our task handling so that the incorrect error message no longer appears in this scenario.
• Fixed an issue that incorrectly caused outbound settings errors to appear in the Flex Status Report and downloadable Error Reports in some scenarios, despite no actual problems. These incorrect errors are no longer generated in this scenario.
• Fixed an issue on the Flex Agent UI page that incorrectly caused a New task link to appear. The link has been removed.

@twilio/flex-ui@2.4.0

Release date September 28, 2023

Flex 2.4.0 is now available. This release features several new channels by which agents can send and receive messages, as well as new filters and metrics in the Real-Time Queues View that make it easier for supervisors to monitor your contact center. It also includes UI enhancements and bug fixes.

• In the Real-time Queues View , you can now filter your view to just the queues and metrics that you want to monitor. There are also four new metrics: average speed of answer (ASA), average handle time (AHT), missed invitations, and average abandon time.
• Facebook Messenger and Google Business Messages communication channels are supported as Public Beta features. When enabled, agents in your contact center can use these channels to send and receive messages from your customers. For information about how to enable these channels, see the documentation about using Flex with Facebook Messenger and Google Business Messages .

• The addWrapper API is now generally available and is no longer an experimental API.
• Added an informational message to agents when an empty message appears in WhatsApp. The empty message could be caused by the customer using a WhatsApp feature that Flex doesn't support or by the customer actually sending a blank message.

• Added support for Google Chrome's experimental Storage Partitioning feature. Previously, enabling this feature prevented users from logging in to Flex using SSO, particularly in environments using Flex inside of an iframe.
• Fixed a bug that prevented Flex UI from opening when TaskRouter is unavailable. In this scenario, Flex UI now opens in Degraded mode .
• Fixed an issue that caused an error when it took more than 5 seconds to load workers and queues in the Transfer directory. The operation now times out only if the load delay reaches 15 seconds.
• Fixed a bug that caused number emojis to appear incorrectly in Flex UI.
• Added missing documentation for component children on the WorkerDirectoryTabs page in the API Reference.
• Fixed an issue where network issues that affect the Voice SDK required agents to refresh the website before making outbound calls.

@twilio/flex-ui@2.3.5

Release date January 9, 2024

• Fixed a rare performance issue for specific customers who are using a feature enabled by our support team.

@twilio/flex-ui@2.3.4

Release date September 7, 2023

• Fixed a permissions issue where Supervisor could incorrectly see the New dashboard button
• October 17, 2023 update : Fixed an issue that incorrectly caused four new metrics to appear in the Real-time Queues View. These metrics were released with Flex UI 2.4.0 , but incorrectly appeared in Flex UI 2.3.x from October 3, 2023, until the issue was fixed in Flex UI 2.4.1 on October 17, 2023.

@twilio/flex-ui@2.2.2

Release date September 6, 2023

• Fixed a permissions issue where Supervisor could incorrectly see the New dashboard button

@twilio/flex-ui@2.1.3

Release date August 29, 2023

• Fixed a permissions issue where Supervisor could incorrectly see the New dashboard button

@twilio/flex-ui@2.3.3

Release date July 14, 2023

• Fixed the display issue while adding components to CallCanvas
• Increased timeout interval for certain SDKs to address initialization issues

@twilio/flex-ui@2.3.2

Release date July 10, 2023

Flex 2.3.2 is now available with support for Citrix HDX VDI as a Public Beta feature which provides high quality audio for voice calls while agents are connected to Flex via Citrix HDX VDI.

• Added enhancements to support Citrix HDX VDI as a Public Beta feature
• For more information on how to setup Flex Citrix VDI, checkout our Flex Citrix VDI documentation

@twilio/flex-ui@2.3.1

Release date July 3, 2023

Flex 2.3.1 is now available with betterments for initialization and logging along with UI improvements.

• Upgraded Conversations SDK version to v2.4.1
• Fixed the issue while viewing chat transcript logs

@twilio/flex-ui@2.3.0

Release date June 28, 2023

Flex 2.3 is now available. It includes improvements for initialization and logging along with UI enhancements. This release uses an updated version of the Voice SDK which may require network configuration changes. Please check the Voice SDK release notes for more information.

• Updated Voice JavaScript SDK from 2.0.1 to 2.5.0 (Changed servers URLs/names for voice edge )

• Fixed the issue while creating custom keyboard shortcuts using numbers in Windows
• Fixed the behavior of Apply and Reset buttons while changing filters on Your Teams page
• Fixed the additional scroll issue in Queues Stat screen
• Fixed initialization issues using timeout for dependencies
• Fixed logging issues in Flex Configuration API enabling custom settings

@twilio/flex-ui@2.2.1

release date June 28, 2023

• Fixed logging issues in Flex Configuration API enabling custom settings.
• Fixed initialization issues using timeout for dependencies.

@twilio/flex-ui@2.2.0

Release date May 29, 2023

Flex 2.2 is now available with changes for displaying call transcripts for Google Dialogflow CX Virtual Agent calls. It also includes an upgraded SDK version of TaskRouter and improvements to the UI and sorting functionality.

• Upgraded TaskRouter SDK version to v0.8.0 to provide enhanced capabilities

• Fixed display issues after putting a call on hold
• Fixed functionality issues on keyboard shortcuts
• Fixed the programmability issues in customizing tasks
• Fixed an infinite loading issue in Conversation Tasks
• Fixed issues with firing of specific events on login
• Fixed "auto accept" behavior of certain voice and email outbound tasks

• Added UI enhancements to address the slowness issues in Transfer Directory
• Restored sorting functionality present in previous UI versions. For more details, see "Team View Changes" section of Migrate from Flex UI 1.x.x to 2.x.x
• Added the ability to fetch and display call transcripts to agents for Google Dialogflow CX Virtual Agent voice calls

@twilio/flex-ui@2.1.2

release date June 28, 2023

• Fixed logging issues in Flex Configuration API enabling custom settings.
• Fixed initialization issues using timeout for dependencies.

@twilio/flex-ui@2.1.1

Release date Apr 14, 2023

• Added improvements to in-progress message handling on select custom Conversation channels when switching between tasks

@twilio/flex-ui@2.1.0

Release date Feb 8, 2023

• Added additional country codes to the dialpad dropdown when making an outbound call
• Removed Beta label from autogenerated API documentation

• Updated Plugin initialization checks to decrease the load time of Flex UI
• Fixed an issue where the unread chat notification was not appearing correctly when accepting a task
• Fixed an issue where a disconnected agent's status appeared as online when they were offline
• Updated scroll bar behavior for code samples in autogenerated API documentation
• Fixed an issue where API documentation feedback could not be sent
• Restored the ability to navigate within chat messages via the keyboard after switching between tasks
• Fixed the logic for Hidden Worker Filters

• Keyboard shortcuts are now available for common actions on the Agent desktop. Read the User guide and Developer documentation for more information.

• We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see "Changes to Sync usage in Flex UI" below for more details.

@twilio/flex-ui@2.0.3

release date June 28, 2023

• Fixed logging issues in Flex Configuration API enabling custom settings.
• Fixed initialization issues using timeout for dependencies.

@twilio/flex-ui@2.0.2

Release date Dec 15, 2022

• Removed Beta notice from the API documentation

• Updated anchor link scrolling in API documentation so heading is no longer hidden behind the header
• Fixed an issue with submitting feedback on API documentation

• We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see Changes to Sync usage in Flex UI below for more details.

@twilio/flex-ui@2.0.1

Release date Dec 9, 2022

• Updated messages in Status report and Degraded mode notifications

@twilio/flex-ui@2.0.0

Release Date: Dec 7, 2022

In Flex UI 2.0 we are aligning to WCAG 2.1 level AA standards to support our customers in building accessible user experiences. We are gradually improving Web accessibility of our out-of-the-box Flex UI experience and tools used to customize it.

In this version we have introduced accessible color theme built with Twilio Paste including a Dark mode theme and improved accessibility support with a clearer focus state, improved keyboard navigation and screen reader support for Agent experience.

To learn more in Flex UI web accessibility.

We have introduced a Degraded mode for Flex UI - now Flex UI will initialize with limited capabilities, even if some of the components like SDK's (TaskRouter, Conversations, Voice or Sync) are down. In case of disruptions in Twilio services, Flex User will be able to login to Flex and perform certain tasks that are still available. For example, in the case of Twilio Voice experiencing an incident, your agent will still be able to handle messaging tasks.

Users will see a notification informing them of a possible disruption in the normal work of Flex UI and they will be able to download a thorough report with error details and logs.

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