Twilio Onboarding Questions

This is to provide clear and concise answers to Twilio's compliance check. This has worked for several of our agencies while also showing that we are using Twilio in the way it was intended.

Email from Twilio:

Thank you for choosing Twilio as your customer engagement platform! This message is a follow-up to the email that you received earlier this week (attached). To ensure your account adheres to our Acceptable Use Policy, we need some additional information to confirm your registration and upgrade request.

  1. What Twilio products do you plan on using? Please outline your use case or what you intend to build with Twilio.
  2. Will you be using Twilio for personal or professional use?
  3. If for professional use, please provide a link to your website/app and your association with the brand/company.

Please reply to this message within 72 hours to avoid any disruption to your Twilio services. Thanks in advance for taking time to reply to our email, we look forward to hearing from you soon!

Your Answer:

  1. I’ll be using Twilio Flex to follow up with opted-in leads generated from various marketing efforts on behalf of my clients.
  2. Professional Use
  3. Your website here

They’ll send a follow-up email like this:

Thank you for your response. We understand that you will be using Twilio's programmable messaging services. As part of our review process, please provide the following information:

  • Please provide a link or screenshot to the registration page where your customers sign-up to receive notifications from you via SMS.

Per Twilio's Messaging Policy under Consent Requirements: prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent". You must make clear to the individual they are agreeing to receive messages of the type you're going to send. The consent verbiage must be present at the sign up form and cannot solely be referred to in the Terms of Service or Privacy Policy. By way of example, consent for marketing messages is attached for your review. Additionally, Please send sample message showing your opt out instructions (more info on opt out requirement can be found below):

  • Messaging Policy--> Message Recipient Opt-out:The initial message that you send to an individual needs to include the following language: "Reply STOP to unsubscribe," or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.

Please reply to this message within 72 hours to avoid any disruption to your Twilio services. Thanks in advance for your response! Regards, Twilio Consumer Trust Team

Your Answer:

  • screenshot of the 3 step funnel opt in consent message
  • Screenshot of Inbound lead nurturing message with opt out verbiage

Regarding Database Reactivation, do not put that as any part of your answer. The only reason for this is because Twilio is not familiar with that verbiage and would delay your acceptance process. By providing all the other information, you are remaining compliant while also being transparent of the actions being done through their service.