Twilio is introducing a new suite of platform capabilities to tackle one of the most stubborn challenges in customer experience: conversations that fail to persist across touchpoints. Revealed today at SIGNAL 2026, the offering centers on a new “conversation layer” that unifies data, channels, and both human and AI agents into one continuous experience. The idea is simple. Most customer journeys remain disjointed. A person might begin in chat, switch to a phone call, then follow up via email—repeating the same details each time. This lack of continuity hurts conversion, retention, and operational efficiency. Twilio’s approach is to treat conversations as an ongoing system rather than isolated, one-off events. Your customers search everywhere. Make sure your brand appears. The SEO toolkit you rely on, plus the AI-driven visibility insights you’re missing. Start Free Trial Get started with
Carrying context forward is where the three new core components come into play. Conversation Memory, Conversation Orchestrator, and Conversation Intelligence are designed so every interaction begins with context, preserves state, and can adjust dynamically. Conversation Memory builds a persistent, identity-resolved profile that merges customer data with their full interaction history. Instead of resetting with each new engagement, it lets both human agents and AI pick up precisely where the previous interaction ended. Conversation Orchestrator manages the overall flow. It links interactions across channels and coordinates transitions between AI and human agents, effectively weaving separate touchpoints into a single, coherent thread. Conversation Intelligence…