Twilio Announces Next-Generation Platform at SIGNAL2026, General Availability of Infrastructure Layer Supporting All Conversations in the Agent Era
Twilio announced next-generation platform capabilities for the AI era at its annual user conference, SIGNAL2026. Starting May 6, the general availability of "Conversation Memory," "Conversation Orchestrator," "Conversation Intelligence," and "Agent Connect" will transform fragmented customer touchpoints into persistent, intelligent, and personalized conversational experiences across human, AI agent, and system interactions.
📋 Article Processing Timeline
- 📰 Published: May 11, 2026 at 19:00
- 🔍 Collected: May 11, 2026 at 10:31
- 🤖 AI Analyzed: May 12, 2026 at 04:49 (18h 17m after Collected)
"Conversation Memory," "Conversation Orchestrator," "Conversation Intelligence," and "Agent Connect" are now generally available as the nervous system supporting modern customer engagement.
SAN FRANCISCO, May 6, 2026 — Twilio, a provider of customer engagement platforms for the AI era, held its annual user conference "SIGNAL" and announced next-generation platform capabilities for the agent era. With "Conversation Memory," "Conversation Orchestrator," "Conversation Intelligence," and "Agent Connect," which became generally available on May 6, fragmented customer touchpoints across human, AI agent, and system interactions will evolve into persistent, intelligent, and personalized conversational experiences.
Khozema Shipchandler, CEO of Twilio, stated:
"The agent era is already here. As AI agents participate in conversations alongside humans on both the company and customer sides, future customer engagement requires infrastructure that can seamlessly accommodate both. Twilio's new platform is an infrastructure layer that brings continuity, contextual understanding, and execution power to all conversations. It evolves every interaction into a connected experience within a single, continuous relationship."
Infrastructure Layer Supporting All Conversations
All business activities are built upon conversations with customers. However, currently, customer experiences in many companies often occur without context. It is not uncommon for customers to explain an issue via chat, only to find that the next representative they speak to on the phone is unaware of the previous interaction, forcing them to repeat the same information. When an interaction ends, the information is often not sufficiently carried over to the next touchpoint, and the same cycle repeats as if the previous relationship never existed.
Twilio's platform update addresses these challenges with the following new capabilities:
* Persistent memory functionality maintained across all customer touchpoints
* Real-time context carried over with the flow of conversation
* Intelligent orchestration across all channels and participants, whether human or AI
As a result, with Twilio's enhanced capabilities, customer conversations never start from scratch; they are always remembered and maintained consistently across channels.
Inbal Shani, CPO and Head of R&D at Twilio, stated:
"Many companies still treat every customer conversation as if it were the first. Twilio is transforming this from the infrastructure layer, enabling every service built on Twilio to learn, remember, and respond to each customer individually."
Twilio provides the following new features to enable context-rich conversations:
* **Twilio Conversation Memory:** Provides persistent memory for every interaction by extracting and retaining customer history, preferences, behavior, and conversation state across all channels. With "Conversation Memory," all conversations can pick up where they left off, eliminating the need for customers to repeat explanations and enabling all agents, human or AI, to respond at the appropriate time and with the right context.
* **Twilio Conversation Orchestrator:** Integrates individual calls and messages into a single, continuous conversational experience. As an integration layer for the multi-channel, multi-agent era, "Conversation Orchestrator" enables routing, escalation, state management, and seamless handoffs between humans and AI. This allows businesses to maintain a continuous, connected conversation regardless of the number of channels, agents, or systems involved.
* **Twilio Conversation Intelligence:** The success of "Conversation Relay" and "Conversational Intelligence" indicates that companies expect Twilio to play a larger role as an orchestrator of AI experiences that are not dependent on specific models. The platform...
SAN FRANCISCO, May 6, 2026 — Twilio, a provider of customer engagement platforms for the AI era, held its annual user conference "SIGNAL" and announced next-generation platform capabilities for the agent era. With "Conversation Memory," "Conversation Orchestrator," "Conversation Intelligence," and "Agent Connect," which became generally available on May 6, fragmented customer touchpoints across human, AI agent, and system interactions will evolve into persistent, intelligent, and personalized conversational experiences.
Khozema Shipchandler, CEO of Twilio, stated:
"The agent era is already here. As AI agents participate in conversations alongside humans on both the company and customer sides, future customer engagement requires infrastructure that can seamlessly accommodate both. Twilio's new platform is an infrastructure layer that brings continuity, contextual understanding, and execution power to all conversations. It evolves every interaction into a connected experience within a single, continuous relationship."
Infrastructure Layer Supporting All Conversations
All business activities are built upon conversations with customers. However, currently, customer experiences in many companies often occur without context. It is not uncommon for customers to explain an issue via chat, only to find that the next representative they speak to on the phone is unaware of the previous interaction, forcing them to repeat the same information. When an interaction ends, the information is often not sufficiently carried over to the next touchpoint, and the same cycle repeats as if the previous relationship never existed.
Twilio's platform update addresses these challenges with the following new capabilities:
* Persistent memory functionality maintained across all customer touchpoints
* Real-time context carried over with the flow of conversation
* Intelligent orchestration across all channels and participants, whether human or AI
As a result, with Twilio's enhanced capabilities, customer conversations never start from scratch; they are always remembered and maintained consistently across channels.
Inbal Shani, CPO and Head of R&D at Twilio, stated:
"Many companies still treat every customer conversation as if it were the first. Twilio is transforming this from the infrastructure layer, enabling every service built on Twilio to learn, remember, and respond to each customer individually."
Twilio provides the following new features to enable context-rich conversations:
* **Twilio Conversation Memory:** Provides persistent memory for every interaction by extracting and retaining customer history, preferences, behavior, and conversation state across all channels. With "Conversation Memory," all conversations can pick up where they left off, eliminating the need for customers to repeat explanations and enabling all agents, human or AI, to respond at the appropriate time and with the right context.
* **Twilio Conversation Orchestrator:** Integrates individual calls and messages into a single, continuous conversational experience. As an integration layer for the multi-channel, multi-agent era, "Conversation Orchestrator" enables routing, escalation, state management, and seamless handoffs between humans and AI. This allows businesses to maintain a continuous, connected conversation regardless of the number of channels, agents, or systems involved.
* **Twilio Conversation Intelligence:** The success of "Conversation Relay" and "Conversational Intelligence" indicates that companies expect Twilio to play a larger role as an orchestrator of AI experiences that are not dependent on specific models. The platform...