A New Platform Chapter — And Why Partners Are at the Center of It

Twilio has launched a major update to its platform, introducing Twilio Conversations, which aims to transform customer interactions into continuous, contextual conversations across various channels and participants, including humans and AI agents. This new platform layer, announced at the SIGNAL event, unifies capabilities such as Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect, with the goal of enhancing customer engagement. The launch signifies Twilio's shift from being a pure API provider to becoming a comprehensive engagement platform, emphasizing the critical role of partners in this ecosystem. By 2029, it is estimated that 200 million AI agents will be engaging with humans on behalf of enterprises, and Twilio's open architecture is designed to support this growth without the need for extensive overhauls. Twilio is also introducing new partner certifications to help partners specialize and differentiate their offerings, with further developments and resources planned to support partner engagement and implementation efforts.