Why choose Zing as your Twilio partner?
28th July 2023
Organisations need to start their migration to Flex UI 2.0 as soon as possible. Twilio has announced end-of-life (EOL) plans for Flex UI 1 at which point critical security features, fixes and new functionality will no longer be available for older versions.
Lots of updates have been made to Twilio’s contact centre platform since launch in 2018, but this is the first major user interface (UI) overhaul. As such, it is more than a simply update and requires thorough consideration and planning.
The good news is Flex UI 2.0 comes with some big upgrades that makes the effort more than worth it.
With the launch of Twilio Flex UI 2.0 and Twilio Conversations, organisations can now easily add digital channels and enable agents and end-users to have threaded conversations across those channels, with historical context at hand. From a developer perspective, configuring channels is much easier. From an end-user perspective, conversations can continue seamlessly cross-channel (SMS, WhatsApp, WebChat, etc) without the need to re-enter information.
Media messages are also supported across channels, allowing users to add photos, video and other file types to conversations. Achieving this in Flex UI 1 required a workaround whereas it is now made easy.
Flex UI 2.0 introduces Twilio Paste, an innovative design system that enables rapid prototyping and roll-out of customer experiences. Paste helps teams design and build faster (and makes UI upgrades simpler). It also enables efficient reuse of features and designs across products and workflows.
A major addition is ‘accessibility by default,’ meaning Flex UI v2 meets WCAG 2.1 AA requirements as standard. Web Content Accessibility Guidelines (WCAG) are the international standards for ensuring web content is accessible for those with disabilities. Meeting these requirements is law in some industries, including UK local and central government. This removes the need for deep subject matter expertise when designing and building accessible user experiences.
A smaller, but useful addition is that of configurable timers to automatically transition conversations between active and inactive as well as from inactive to closed states, enabling agents to focus on active (ongoing) conversations.
Twilio has announced that latest version of Twilio Flex UI 1 (1.34) will end-of-life (EOL) on 30th June 2024.
As detailed in Twilio’s end of life policy:
Organisations running Flex UI v1 beyond these dates will not be covered by Twilio’s support Service Level Agreements (SLAs), meaning they’ll be on their own when problems arise. Outdated versions will not have any further code changes, including bug fixes or security updates, and may not continue working as intended.
Those left on the old Flex will also miss all the the new functionality, risking remaining stagnant while competitors continue to innovate.
Delay in migration will ultimately become a matter of damage control.
There are several key factors when ensuring a successful migration, including:
We offer a free Flex UI 2.0 Migration Guide and a free Migration Diagnosis, where we evaluate your existing set-up and identify the parts that will be affected by the migration. The process helps organisations understand the scope and potentials challenges of their migration. This is a great starting point regardless of whether you decide to migrate in-house or with the help of a partner.
Reviews can be undertaken in several ways. Organisations can either grant us access to a staging or development account that mirrors production, or they can run us through their platform via a show and tell. The length of time needed depends on the customisation level of the system but is generally achievable within a few hours.
With big new features and enhancements, this major upgrade promises to deliver improved accessibility and reliability, driving direct results for organisations around the world. With an effective migration, you can maintain a seamless experience for customers while get the most out of Twilio Flex’s biggest ever upgrade.