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Twilio Console and Help Center UI Updates

In an effort to help improve usability, Twilio is pushing UI updates out to our customer-facing Console and Help Center sites. We’ve heard your feedback about difficulties navigating our sites, and are responding with a refresh to help bring the same design language across our most commonly used sites. In this guide we’ll explain what is changing, and when you can expect to see these improvements.

Table of Contents

Console Global Navigation Bar

Our updated Global Navigation bar is now live for all users. This update brings a refreshed top navigation bar to each Console page, enhancing usability and easing navigation.
consoleUI_navBar_500px.png  

1. Twilio Home

A link for the new Twilio Home page consoleUI_iconTWLOhome_30px.png replaces the Twilio logo in the upper left corner. Twilio Home takes over for the old Project Summary page, listing all of the main accounts and subaccounts your user login has access to. Any SendGrid main accounts will also be listed here for unified users who have linked them. For more information, see the Twilio Home section below.

2. Account Switcher

The Account Switcher drop-down menu consoleUI_iconAcctSwitcher_30px.png allows you to easily switch between different accounts and subaccounts

  • Select a recent account to switch to it.
  • Select View subaccounts to see a list of the subaccounts under the currently active parent account.
  • Select View all accounts to see a list of accounts your login has access to, and then click one to switch to it.

3. Search Bar

The Search bar consoleUI_iconSearch_30px.png allows you to quickly find any Console page or helpful documentation.

4. Admin Menu

Our new Admin drop-down menu consoleUI_iconAdmin_30px.png replaces the old “Account” and “Billing” menus. From here, you can access billing, trust hub, and general management settings for the selected Twilio account, as well as the new Twilio Admin Page for Organizations.

5. Account Notifications

The Notifications icon consoleUI_iconNotificaitons_30px.png will be the future home of any sort of account-level notifications, including billing information, product usage details, compliance notices, and more. Welcome notifications will be the only available notifications until later in Q3.

6. Support Links

The Support icon consoleUI_iconSupport_30px.png gives users access to the Twilio Help Center, API docs, a tour of the new console experience, and more. This icon was previously located to the bottom left of the page in the side panel.

7. Product Switcher

The Product Switcher icon consoleUI_iconProducts_30px.png allows you to quickly swap between Twilio Communications products, Twilio Segment, and Twilio SendGrid.

8. User Menu

The User menu icon consoleUI_iconUser_30px.png allows you to see the active login, access user settings, and logout.

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Twilio Admin Page

Our updated Organizations Admin page is now available for all customers (minus a few exceptions listed below). From here, users can view and manage accounts in their Twilio Organization, and will now be able to create new accounts, select a reference account to inherit approved compliance settings, and more!
consoleUI_twloAdmin_500px.png  

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Twilio Home

Our new Twilio Home page will be the default landing page for logged in users with access to multiple Twilio accounts. Twilio Home takes the place of the old Project Summary page, listing all of the main accounts and subaccounts your user login has access to. Any SendGrid main accounts will also be listed here for unified users who have linked them.
consoleUI_twloHome_500px.png  

NOTE: Users who only have access to a single Twilio account will continue to see the classic Twilio account dashboard page, but with our updated global navigation bar.
consoleUI_acctDash_500px.png  

Launch Schedule

Twilio Home has already started a gradual roll-out to users, with full access to all customers anticipated by August 12th, 2024.

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Customer Help Center UI Update

Along with our Console refresh, we’re launching a matching update for our Help Center. Users will see a streamlined landing page, with a cleaned up UI for our AI-powered Help Center Assistant chatbot.

Authenticated users (logged in) will see the left-side navigation bar, along with the Help Center Assistant chatbot text-entry field.
oscUI_authLanding_500px.png 

Unauthenticated users (not logged in) will see the same Help Center Assistant chatbot, but the ticketing and support plan management options will be hidden until you log in to your account.
oscUI_unauthLanding_500px.png  

Launch Schedule

We anticipate full access to the Help Center UI updates for all customers by September 3rd, 2024.

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Exceptions

While we are excited to release these changes to all customers, some users will not have access to all of the Console updates mentioned above. Specific users who will not have access to certain features noted are listed below.

  • Account Indicators and Actions won’t be available on the new Twilio Home page for SendGrid users with multiple accounts until later this year.
  • User accounts that won't be able to see some of these new features if they're logged in to Twilio accounts are as follows:
    • SSO
    • OAuth
    • RBAC pilot organizations

Please note that all users will have access to the Customer Help Center UI updates upon launch.

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