A2P 10DLC Campaign Vetting Delays: Twilio cannot approve 10DLC Campaigns ourselves, and must rely on third parties who control our connections to carriers to sign off. These external processes are creating several week delays for our customers. We continue to escalate these issues and are working to reduce delays wherever possible. Further details will be shared in the Campaign Vetting Changes article as they become available.

How Does Twilio Flex Handle Personally Identifiable Information (PII)?

Twilio takes data security seriously, and has a number of controls for managing data internally to help keep it safe. In addition, we have given users a number of options for controlling their data. Here are some best practices to help reduce any unnecessary PII stored with Twilio.

  • Refrain from using PII in your TaskRouter task and worker attributes. Only store the required data, and redact where you can.
  • Use the Call Recording Controls API to give your agents the ability to start, pause, and end recordings. While this feature is not currently built-in to Flex, a simple button or more complex component can be easily added to the UI.
  • Redact phone numbers and SMS bodies with the Twilio Enterprise plan.

For more information on how Twilio handles PII, please see What is Personally Identifiable Information.

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