Overview
Managing global communication regulations can be complex. Previously, compliance tasks were scattered across individual product menus (like Phone Numbers, Messaging, or Voice). Our new architecture consolidates these into a unified Trust Hub to streamline your onboarding and verification processes.
Please Note: The new OneConsole Trust Hub experience is being rolled out in a phased approach starting May 11.
Environment
legacy Twilio Console
What You Need To Know
What is Changing?
In the current Twilio Console, "Regulatory Compliance" and "Trust" settings are nested within specific product silos. In the new experience, these have been moved to a top-level, centralized management hub. This includes specialized messaging identities like short codes, alphanumeric sender IDs, and newer channels like RCS.
1. Centralized "Trust Hub" Entry Point
- Old Experience: You navigated to individual products (e.g., Messaging > Regulatory Compliance or Phone Numbers > Manage) to find compliance settings for specific sender types.
- New Experience: All compliance and brand identity features, including specialized sender registration, are now located under the primary Trust Hub navigation item.
2. Streamlined Navigation (Comparison) for Compliance Registrations
| Feature | Old Location (Siloed) |
New Location (Centralized)
|
|---|---|---|
| A2P 10DLC | Messaging > Regulatory Compliance > A2P 10DLC | Trust Hub > Registrations > A2P 10DLC (Brands & Campaigns are separated in their own tabs) |
| Toll-free | Phone Numbers > Manage > Active Numbers | Trust Hub > Registrations > Toll-free |
| Short Codes | Phone Numbers > -Short Codes | Trust Hub > Registrations > Short codes |
| Alphanumeric Sender ID | Phone Numbers > Alphanumeric sender ID | Trust Hub > Registrations > Alphanumeric sender IDs |
| RCS (Rich Communication Services) | Messaging > RCS > Senders (didn’t exist in Trust Hub) | Trust Hub > Registrations > RCS |
| Business Profiles | Account > Trust Hub > Customer Profiles | Trust Hub > Compliance profiles |
| Voice Products (S/S, CNAM, VI & Branded Calling) | Voice > Manage > Trust | Trust Hub > Registrations > each voice product is listed in its own tab |
| Address | Phone numbers > Regulatory compliance > > Address | Trust Hub > Addresses |
Key Benefits of the New IA (Information Architecture)
Unified Brand Management
Instead of providing your company information multiple times for different products, the new Compliance Profiles section allows you to create a "Primary Compliance Profile." Once verified, this profile can be used to satisfy requirements for A2P 10DLC, Short code vetting, and other registration as applicable (see more details here).
Improved Visibility into Compliance Status
The new dashboard provides a high-level view of your registration statuses across all channels. You no longer need to click through multiple sub-menus to see if your alphanumeric sender ID is active or if your RCS branding is approved.
How to Prepare for the Change
Explore the New Layout: We recommend visiting the new Trust Hub console to familiarize yourself with the grouping of Messaging, Voice, and account-level compliance features.
No Data Loss: Please note that these are navigation changes only. All your existing verified profiles, short codes, and RCS registrations will automatically appear in their new locations.