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Twilio

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Velocity6.3

Cloud communications platform for customer engagement

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Twilio embeds full omnichannel routing into Salesforce, moving beyond raw API consumers.

cpaasomnichannelenterprise-crmdeveloper-experiencevoice-aicontact-center
◆Current state
Twilio is shipping across three tracks simultaneously: developer-experience polish (Expo support for the Voice React Native SDK, a Webhook Configuration API), reliability hardening (provider failover for real-time transcription, HAP rate monitoring for peak traffic), and enterprise integration depth (Profiles widgets in Studio, Salesforce omnichannel). The Salesforce move is the outlier—everything else is incremental, but WhatsApp and SMS inside Service Cloud Voice is a category shift.
◆Where it's heading
The Salesforce omnichannel integration is the clearest signal: Twilio is competing for the contact center suite budget, not just the communications API line item. The ElevenLabs TTS integration and provider failover logic point toward Twilio abstracting away provider decisions entirely—offering a quality and reliability layer on top of a multi-vendor voice and transcription stack. The Studio Profiles widgets and Expo SDK round out the picture of a platform pushing toward no-code configuration and broader mobile reach.
◆Prediction
Twilio will expand the Salesforce integration to additional channels (email, social DMs) and formalize the AI voice provider abstraction—more TTS and ASR integrations following the ElevenLabs pattern—turning the <Say> verb into a provider-agnostic voice quality marketplace.

◆Recent moves

  1. 3d ago

    Twilio Voice React Native SDK adds Expo Support

    Adding Expo support to the Voice React Native SDK closes a gap that blocked most new React Native projects—Expo is the default starting point for RN apps now, so previously developers had to eject to use Twilio Voice. This fits Twilio's pattern of broadening its mobile SDK surface as WebRTC-based voice moves from experimental to production-ready in mobile.

  2. 4d ago

    Twilio Profiles widgets are now available in Studio

    Resolve Profile and Create or Update Profile widgets bring identity management into Studio's no-code flow builder, letting contact center builders attach and resolve customer profiles without leaving the visual editor. This extends Twilio's push to make Studio a viable orchestration layer for complex customer data workflows, not just call routing.

  3. 5d ago

    Conference list endpoint will default to in-progress conferences only on September 30, 2026

    The Conference list endpoint will begin returning only in-progress conferences by default on September 30, changing long-standing API behavior. Developers relying on the previous default—getting all conference states—need to add an explicit status filter; no capability is added or removed.

  4. 6d ago

    Verify Events: Verification Attempt DLR event type will be discontinued

    The Attempt DLR event type in Verify Events is being discontinued, removing a legacy event format that predates Twilio's current eventing model. Teams with subscriptions to this type need to migrate; the functional capability—tracking verification delivery—remains available through current event types.

  5. 6d ago

    Introducing Provider Failover and “Auto” mode Provider selection for Real-Time Transcriptions on October 22, 2026

    Automatic failover to a second speech provider when the primary doesn't connect is a real production reliability gain for teams using real-time transcription at scale—provider connectivity hiccups have been a silent failure mode. The 'Auto' mode provider selection indicates Twilio is building an abstraction layer over its growing roster of ASR providers rather than forcing customers to choose and manage one.

  6. 11d ago

    Twilio Heightened Awareness Period (HAP) – November 19, 2026 - January 4, 2027

    Twilio's annual pre-holiday Heightened Awareness Period notice for November 19 through January 4. Message sending rates to US destinations may be throttled at the account level; no API changes, but accounts on short codes and toll-free numbers should verify their throughput configuration before the window opens.