Twilio is a global leader in delivering trusted communications. Progressive Trust empowers Twilio customers to understand how they can improve the deliverability of their communications and create more trusted experiences.

What is Progressive Trust?

Progressive Trust is a tool that enables customers to get the most value out of their Twilio experience by respecting Twilio’s Messaging Policy, Acceptable Use Policy, and Terms of Service. Progressive Trust facilitates deliverability coaching and a clear path for those requiring guidance on maintaining safe, legal and wanted communications, or Trusted Communications.

For customers working to align with our policies, Progressive Trust utilizes message limits to help reduce the risk and potential financial losses associated with sending unwanted communications, or those associated to spam, fraud or generally non-compliant communications.

Am I part of the Progressive Trust Program?

If your account is part of the Progressive Trust Program, you will be notified in two ways.   

First, we will send you an email notification. Your account Reputation Score and daily message limit are included in this notification.The subject of that email is [ATTENTION] Twilio Account Message Cap Pre-Notification.

Second, a product banner will also display your Progressive Trust information within the Twilio Console.

How does Progressive Trust affect my subaccounts?

Each account SID is treated independently. A subaccount will not be impacted by the parent account Reputation Score and daily message limit, same as the parent account will not be impacted by the subaccount Reputation Score and daily message limit. 

What is a Reputation Score?

A Reputation Score is the rank assigned to your account based on your recent sending patterns on Twilio's platform. The Reputation Score ranks from one (1) to five (5), one being the highest value available.

Progressive Trust constantly reviews sending patterns and deliverability to adjust the Reputation Score.

What are the differences between Reputation Scores?

Reputation Score	Daily Message Limit*	Default Daily Message Limit**
1	Unlimited	1,000
2	3x 60-day average daily volume	1,000
3	2x 60-day average daily volume	1,000
4	1.8x 60-day average daily volume	1,000
5	1.6x 60-day average daily volume	1,000

* The daily message limit is calculated using a proprietary formula. Based on your Reputation Score, the limit is a multiple of your 60-day average messaging volume with additional variables factored. 

** The default message limit is used when an account has zero outbound SMS activity for the past 60 days.

How do I change my Reputation Score?

Progressive Trust constantly reviews sending patterns to ensure the current Reputation Score is aligned with your sending patterns and deliverability.

Many factors impact deliverability, including but not limited to; opt-in practices, opt-out practices, sender type selection, sender identification, message content, use case. You can learn more specifically about message filtering here.

Why does my account have a daily message limit?

Progressive Trust utilizes message limits to help reduce the risk and potential financial losses associated with attempting to send unwanted communications.

You will be permitted to send a maximum of number messages within a 24 hour period.

How do I know my daily message limit?

The message limit will be communicated through email notification and product banner within the Twilio Console.

How do I know how many messages I’ve sent today?

You can monitor the volume and status of your messages using Messaging Insights or a status callback URL.

What happens when I reach my daily message limit?

Messages attempted in excess of the message limit will result in a 63038 error. These messages are not attempted for delivery and do not incur cost.

Does the daily message limit only impact SMS?

Yes, the daily message limit applied by Progressive Trust will only impact SMS.

How can I request more messages if my daily message limit is exhausted?

We understand there are cases when you need to send beyond your designated daily limit. Approval for additional daily messages may require additional information.

To request additional daily messages, respond directly to the direct email notification which communicated your account is part of the Progressive Trust Program.

Alternatively, you may contact Trust & Safety Support using the Twilio Console.

Can I request that my Reputation Score change?

If you believe your Reputation Score is incorrectly classified, please respond directly to the direct email notification which communicated your account is part of the Progressive Trust Program.

Alternatively, you may contact Trust & Safety Support using the Twilio Console.

I have 100% deliverability, why am I not Reputation Score 1?

The Reputation Score is calculated using a proprietary formula. Deliverability is one of multiple factors which determine your Reputation Score.

I have more questions, how can I receive help?

If you have additional questions, please respond directly to the direct email notification which communicated your account is part of the Progressive Trust Program.

Alternatively, you may contact Trust & Safety Support using the Twilio Console.