Twilio is moving deeper into AI-powered customer engagement with a platform update designed to help business conversations carry context across channels and move more easily between humans and AI agents. The rollout includes Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect, giving companies new infrastructure for routing, session management, real-time voice streaming, and model flexibility.
The company paired these features with a complete redesign of the Twilio Console, introducing a specialized developer workspace called Workbench and an integrated AI support assistant. Additionally, Twilio launched Twilio Email, a developer-friendly capability built on SendGrid technology for cross-channel workflows. The updated suite also includes voice analytics through Conversation Relay Insights, a public beta for European Union SMS data residency, and a private beta acting as an official bridge for Apple Messages for Business. Twilio has also partnered with Stripe to allow developers to provision these services within Stripe Projects using a programmable command-line interface workflow.
The platform upgrades follow a private beta testing period running since January 2026 with corporate partners such as Centerfield, Car Finance 247, and Constellation Dealerships. “Twilio’s new platform is the foundational infrastructure layer that makes every conversation persistent, contextual, and actionable,” stated Khozema Shipchandler, Chief Executive Officer at Twilio. Inbal Shani, Chief Product Officer and Head of R&D at Twilio, added that the infrastructure shift ensures businesses can “remember, learn, and respond like they actually know their customers.”