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Twilio Voice Services Policies Unification (April 2022)

On April 4, 2022, Twilio announced a new Voice Service Policy intended to help ensure all Twilio calls are safe, wanted, and legal. This guide explains the changes, and how they affect you.

Voice Service Policy

Twilio has unified the voice policies to the new Voice Service Policy that applies to Twilio Programmable Voice and Elastic SIP trunking (collectively, “Twilio Voice Services”). This policy will go into effect on May 4, 2022.

Policy details

The new Voice Services Policy clarifies our position on the following topics:

  • Consent requirements for Telemarketing and Advertising purposes
  • Prohibited Activities Using Twilio Voice Services in the use of Caller ID and in the excessive generation of 3rd party complaints.
  • Unanswered Voice Calls and Outbound Voice Call Duration Restrictions that are inconsistent with best practices and fostering trusted communications.
  • Country Specific Requirements are essential to maintaining deliverability.
  • Programmable Voice: New restrictions on the Programmable Voice API which places usage limits on concurrent voice calls per second in multiple home regions.

What do you need to do?

Please review our Twilio Voice Services Policy, and ensure that your use of Twilio Voice Services complies with policy requirements and all applicable laws.

Independent Software Vendors

If you are an Independent Software Vendor (“ISV”) providing Twilio Voice Services to other businesses, please ensure your customers comply with the Twilio Voice Services Policy. If your end users are in violation of this policy, Twilio may restrict or suspend your ability to use Twilio Voice Services. Please review your current terms and conditions/user policies to confirm that they comply with the requirements in the Twilio Voice Services Policy.

Why is Twilio introducing the Voice Services Policy now?

Twilio is continually enhancing our policies and practices to better protect consumers. Consumer trust in voice communications is critical to maintain and improve call deliverability and engagement over voice. Bringing our voice policies together under the new Voice Services Policy clarifies our position on the importance of consent, caller authenticity, monitoring metrics, and acceptable use of our platform.

Will Twilio be monitoring my calls?

Twilio continually monitors traffic signals in aggregate, together with 3rd party complaints, to detect fraud, abuse and unwanted activity and may suspend an account to ensure it is secured for its intended use. For behavior that may indicate a non-severe violation of our Acceptable Use Policy, including the Voice Services Policy, we will provide customers the opportunity to bring their accounts into compliance.

How will my account be impacted as a result of the new policy?

The creation of the policy is designed to provide clarity in our position around trusted and wanted communications. Customers should review the policy and speak with their legal counsel to ensure their voice campaigns comply with the policy.

Additional resources

For more information, take a look at our help support articles documentation:

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