If your contact center is sending SMS traffic in the United States, you're likely sending Application-to-Person SMS. As your contact center goes into production and scales its outbound traffic, you might notice that carriers are filtering some of your messages as potential spam. When your contact center gets to this point—or if you plan to send a high volume of outbound messages—it means that you'll need to:
This helps show that your messaging traffic is relevant to your customers and prevents it from being filtered by the US carrier network.
Carrier filtering is more of an art than a science. Work with your Twilio team to discuss your traffic and come up with a strategy for scaling your traffic. If you're just testing your contact center, however, you shouldn't have any issues. Feel free to return to this document when you're in production!
Phone Numbers/10DLC: A phone number in the US is also sometimes called a 10-digit long code (10DLC). If you plan to send traffic to your customers in the US, you'll need to register that Application-to-Person (A2P) traffic with the US Carriers.
Messaging Services: A messaging service is a software layer for Programmable SMS that contains a link to your A2P registration. It contains a pool of phone numbers that will all behave according to the messaging service's configuration.
Twilio Proxy: Twilio Proxy is another software product that your Flex Contact Center uses to orchestrate inbound messages and connect them to unique chat channels.
Your first step will be to register for an A2P use case. You can learn more about how to register and what you'll need for registration in the Direct Brand Onboarding documentation.
Typically, Flex messaging orchestration sends inbound messages directly to a software layer called Proxy, as described in the Flex Messaging overview. With A2P-10DLC, however, you first need to associate your phone numbers with your registration from the first step. You can do this using another handy piece of messaging software called a Messaging Service. The messaging service will associate your number with your A2P registration before sending traffic to your normal Flex messaging orchestration.
You'll need to navigate to the Messaging Services section of the Twilio Console to create a new messaging service. This will take you through four main steps:
Defer to Sender Webhook
- this means that your phone number will keep using Flex messaging orchestration configuration, instead of using any of the messaging service logic. This step is the most important!
You can also create and update a Messaging Service via the API. In this method, make sure that you have the
useInboundWebhookOnNumber property set to