The Toll-Free Messaging Verification process allows Twilio customers to send more important business messages, and make sure your customers see them. For ISVs, the expectation is to identify and register the number for your customer - the entity crafting messages, and interacting with customers. This guide explains how we define ISVs and their end business customers, and covers the Toll-Free Registration requirements.
In this section, we'll outline the terms we use, to help better explain each party, and the requirements.
ISV: ISVs are positioned between Twilio and the ISV’s end-business customers. While they may operate differently, and/or offer different services, their requirements for Toll-Free Verification are largely the same.
End Business: The End Business is how we refer to your ISV customers. This is generally the entity that creates the messaging content, distributes it through your platform, and interacts with the end-user (message recipient).
Note: In some rare cases, an ISV platform can be considered the end business if they control content via templates, and collect and manage opt-in in their entirety. If you are unsure, we recommend including the information for the entity (your customer) that is engaging with the opted-in handset with registration. ISVs who don’t include this information (if it is required) risk their verification request being rejected.
End User: The message recipient is considered the end user. The person with the handset where messages terminate.
When does an ISV have to submit each end business?
Toll-Free Verification requires end-user business information, i.e., the information of the business in which the message recipient is engaging. For ISVs or aggregators who provide messaging services to businesses, it’s expected that the information provided represents the entity (your customer) that is engaging with the opted-in handset.
Notice: Twilio uses this information in accordance with all applicable obligations, and only to verify the end-user is a legitimate business. Twilio will not contact the end-business user with the information provided.
Submissions that are missing information for the entity, or are populated with ISV/aggregator information may be rejected. Exceptions may apply when the use case clearly showcases that the ISV manages opt-in mechanisms and is the sole message content creator.
If you are unsure, we recommend including the information for the entity (your customer) that is engaging with the opted-in handset with registration. ISVs who don’t include this information (if it is required) risk their verification request being rejected.
Toll-Free Verification Process
For a full breakdown of the Toll-Free Verification process, see Toll-Free Message Verification for US/Canada.