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Compliance Embeddable FAQ

Product(s)

Programmable Messaging, Phone Numbers, Trust Hub & Voice

Question

What is the Compliance Embeddable?

Answer

The Compliance Embeddable is a white-label offering designed to seamlessly integrate into your web application. This product enables you to securely collect and process compliance information from your customers that is sent directly to Twilio, streamlining compliance and your customer’s time-to-market. By enabling this self-service workflow, the Compliance Embeddable not only simplifies compliance management but also accelerates vetting times with its built-in validation capabilities.

Additional Information

Read on for answers to common questions.

Article Contents

Which product(s) does the Compliance Embeddable support? Does Twilio have plans to expand to additional products in the future?

The Compliance Embeddable currently supports:

  • Public Beta
  •  Pilot
    • Regulatory Compliance Bundle creation for UK, Australia, Brazil, Germany, Mexico, Spain
    • Secondary Customer Profile creation (which are required for US voice products such as SHAKEN/STIR or CNAM)
    • Branded Calling
  • In development and coming soon
    • Q1 2025 - Regulatory Compliance Bundle creation for additional countries
    • Q1 2025 - US A2P 10DLC registrations

If you are interested in participating in our pilot programs, please submit an interest form here!

What’s the pricing of the Compliance Embeddable product?

The Compliance Embeddable product is offered for free.

Will ISVs be notified of the outcome when a customer submits the required information through the Compliance Embeddable?

For US Toll Free Verifications, notification via email can be configured in the initialize ComplianceInquiry API call. Separately, you can integrate with Event Streams to receive notifications via webhooks.

I already have some information about my customers. Does the embeddable support prefilling information?

Yes. You may prefill information by sending it to us in the API call. Prefilled questions are still going to show up on the questionnaire, and the customer will be able to view and edit it.

What does the button on the last screen do?

When the user clicks on the “Submit” button on the second-to-last screen, the Toll Free Verification is already submitted to Twilio. As the user lands on the last screen, an event handler onInquirySubmitted will be fired. On the last screen, the “Exit” button is optional for the user to click on. When clicked on, an event handler onComplete will be fired.

Will the embeddable allow customers to fix rejected registrations self-service?

For Toll Free Verifications, we do not yet support self-service editing capabilities when the submissions are rejected although we do have plans to support it in the upcoming months. In the meantime, please head to the Twilio Console to edit a rejected Toll Free Verification.

What if the customer cannot finish submitting the form in a single session? Do they lose all the data?

For Toll Free Verifications, the customer must submit all information in a single session. We have plans to support a “Resume” feature that allows customers to submit information in multiple sessions while keeping previously submitted information saved in the form.

How can I know if the customer starts a form but doesn’t finish it? I want to be able to send notifications to these users and remind them to complete the form.

When the user submits the form and lands on the last screen, an event handler onInquirySubmitted will be fired.

Will ISVs be able to access the data that the customer submits?

Yes. If you’d like to get detailed information of the bundle (e.g., what legal business name did this customer use), you can retrieve that information using the Twilio Console or the Toll Free Verification APIs.

Are there any steps not included in the Compliance Embeddable but are needed to complete end customer onboarding?

Yes. The Compliance Embeddable UI focuses primarily on the customer journey around collecting KYC information from the end customer. It does not support an end-to-end process for ISV to onboard new end customers, which may include additional steps such as creating Twilio subaccounts, purchasing Twilio numbers, or alerting the end customers that their submissions have been approved / rejected (Twilio does provide notifications to the ISVs however). These steps need to be handled by the ISV outside of the embedded UI.

Does the Compliance Embeddable support language translation?

Not at this point.

Will the embeddable allow the ISVs to customize how the form UI looks?

We support customizing UI styles - specifically, theme color and font. Our team can work with you to do the customization, but there’s no self-service capability for you to manage this. Once we have a UI style set, you can pass a parameter called ThemeSetId in the server-side call to enable the customization.

For the font, here’re the ones that we support:

Anton, Arial, Avant Garde, Bookman, Courier, Courier New, Domine, Dosis, Droid Sans, Garamond, Helvetica, IBM Plex Sans, Inter, Jost, Lato, Lora, Montserrat, Noto Sans JP, Noto Sans TC, Nunito, Nunito Sans, Open Sans, Oswald, Palatino, Playfair Display, Poppins, PT Sans, Public Sans, Roboto, Rubik, Source Sans Pro, Source Serif Pro, Space Grotest, Times, Times New Roman, Ubuntu, Work Sans

Fonts not in this list are not supported. 

If you want to customize the font / theme color, please share your requests with your account team with the preferred font and color hex code.

NOTE: If you don’t have an account team, please submit a Support Ticket with “Compliance Embeddable UI Customization Request” as the subject, and include the preferred font and color hex code in the body of the ticket.

Will the embeddable allow the ISVs to customize the content in the form?

No. The embeddable does not support customizing the content of the form, such as changing copy languages, re-arranging questions, hiding questions or adding additional questions.

How can I make sure the user agrees to my own Privacy Policy?

The easiest way is for you to build your own screen for disclaimers, and then only let the users into the embeddable UI when the end user has acknowledged those terms.

What happens when Twilio services are down? Will the UI render? Will the onboarding process pause or status communication get affected in any way?

If the onboarding service is down, it means the end customer will not be able to create new bundles or edit existing submissions via the Embeddable UI. The data in the Twilio backend will not be impacted. If part of the flow is down, the UI would render an unavailable screen.

Where is this data stored? Can you share more details on the privacy aspect?

All data is stored in the US. All data and workflows covered in this document would fall under the scope of the larger Twilio compliance practices. Please review the privacy policies which covers various topics ranging from how we handle PII to working with 3rd parties.

What domains do I need to add to the allow list for my firewall rules?

Please add http://www.withpersona.com/ to the allow list.

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