Bug fixes and performance improvements

New: • Template callback requests now indicate channel and whether a WhatsApp conversation window is open or closed • Audio player support for inbound M4A files Fixes: • Fix for chat delivery statuses • Privacy notice links updated

New: • Third party licenses now available from Settings screen Fixes: • Improvements to WhatsApp voice message player and recordings • Message preview now differentiates voice messages from other attachments • More consistent handling for template request behavior

New: • Record and send voice messages through WhatsApp • Changes to authentication flow to support native browsers

New: • Support for WhatsApp stickers and .webp formatted images Fixes: • Fix for dismissing an unread badge when a call is not answered • Improved handling when multiple conversations are swiped at the same time • Fix for dismissing badges for missed calls after viewing a notification

New: • New console configuration to enable contact phone number masking • Swipe on a conversation to toggle the read/unread status

New: • Mark a conversation unread to remember to come back to it later • Swipe left on a conversation within your conversations list to close it Fixes: • iPhone 14 Pro display fix • Improvements to handling draft messages

New: • Improved messaging to indicate when you're attempting to create a conversation that's already open but with no users assigned

New: • New conversations blocked by a preexisting open conversation will now indicate who from your team is in the conversation with a specified contact Fixes: • Fix to stop unexpected push notification deregistration • Layout improvements on the Settings page

New: • Contact Support option removed from the app. Please open support tickets from the Twilio Console for development help. A custom support link or email address for employees to contact your company’s support can be added by opening a ticket with Twilio Developer Support. • vCards (.vcf files) can now be sent as attachments • Errors on conversation creation are now surfaced in the Twilio Console's error logs Fixes: • Improvements to pagination in customer list • Better handling for null values in customer details • Fix for handling a conversation closed from another application

Fixes: • Improvements to resizing images sent over MMS

New: • Images with large file sizes are now automatically resized or compressed to meet channel limitations over MMS and WhatsApp

Fixes: • Deep linking now supports customer IDs with dashes and underscores • Improvements to clearing cookies on logout

New: • Twilio Frontline is now generally available! See our blog for more details on the launch. Fixes: • When an outgoing call is not answered, it will now display as unanswered instead of failed • Fix for inconsistent capitalization on the display name for incoming calls • The labels for transfers now more accurately refers to conversations, not customers

New: • Authorization experience improved to reduce unexpected logouts • Dates are now displayed consistent with a device's regional settings • Clearer messaging added when trying to access Frontline from a suspended Twilio account Fixes: • Fixes for landscape view on smaller devices • Fix for crash when listening to back to back audio messages within a conversation

New: • Voice calling now available in Public Beta! See the Frontline section of your Twilio console for additional information. Fixes: • Fix for reconnecting to the application after losing an internet connection. • Proper messaging when a device can't access the internet when viewing the conversations screen with 0 conversations. • Improved instructions on what to do when a Conversations service has been deleted.

New: • Clearer display with additional context on the My Customers screen when no customers are available. Fixes: • Fix for error when a user attempts to open a new SMS conversation with a user who already has one open.

New: • The CRM callback now supports offset-based pagination. See our docs for more details. Fixes: • Improvements to push notification handling when a user logs out • Fix for conversation names to correctly show friendly names instead of identities on transfer

New: • You can now search for customers on the My Customers screen! • The "Company name" field on login has been renamed to "Workspace ID" Fixes: • Support for larger lists of conversations • Fix for handling notifications when app is in foreground

New: • Callbacks are now proxied through Twilio's servers. You can learn more about how to upgrade your callbacks in our documentation Fixes: • Better handling of delivery/read receipts in chat conversations • Fix for deactivation behavior for users in pools

• Chat is now a supported channel Note: this version of Twilio Frontline requires iOS/iPadOS version 13 or above

• Better display of unread messages when a conversation is transferred • Improvements to CRM integration during onboarding process Note: this is the last version of Twilio Frontline to support iOS/iPadOS versions 10-12. The next release will require iOS/iPadOS 13 or above.

Improved context around transferred conversations, displaying who previously participated in a conversation and when it was transferred

• Control how customer conversations are routed to employees using Frontline. Choose between custom and pool routing from within your Twilio Console. • Use Frontline on your iPad instead of just on your phone. • Listen to audio messages with our inline player — great for WhatsApp voice messages.

Frontline now supports an API to fetch and edit user properties, including name, avatar, and state. Users who are no longer associated with your organization can now be deactivated.