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ISV U.S. A2P 10DLC Onboarding Guide

Ahoy, from Twilio!

Access to AT&T's and T-Mobile's (including Sprint) A2P 10DLC routes requires additional brand and campaign registration. We have exposed the requirements within the Console via the Trust Hub.

This registration will be available starting March 1, 2021 through Twilio Console, and via API shortly after. To see a list of the information required, see our Support Article How do I register to use A2P 10DLC Messaging.

U.S. A2P 10DLC Overview

This guide is for Independent Software Vendors (ISV) who will be onboarding on behalf of a client or clients. Starting March 1st, 2021, ISVs must register their customers for A2P 10DLC capabilities in order to send messages in the United States over 10-digit long codes.

If you are registering for your company directly, please see our Direct Brand onboarding guide.

U.S. Application-to-Person 10-digit long code (A2P 10DLC) messaging is the latest offering from U.S. carriers to help support the growing ecosystem of businesses texting their customers while protecting end users from unwanted messages. 10-digit long codes have traditionally been designed for Person-to-Person (P2P) traffic only, causing businesses to be constrained by limited throughput and heightened filtering. The launch and support of A2P 10DLC across all carriers in the United States provides good actors with increased deliverability and throughput, but also requires additional registration to build trust with carriers. There are associated fees with this registration process and we also anticipate per-message carrier fees in the future.

Please see our Support article for associated fees.

It’s best to think of U.S. A2P 10DLC in two main categories: (1) Routes, and (2) Registration. First, carriers prepare their routes ready for traffic on 10-digit long codes, after which they pass through additional fees per outbound message segment. Additionally, the carriers require that a message originator register their brand and message campaigns. Registered traffic immediately benefits from reduced filtering. Twilio has created a centralized process allowing customers to add and manage all necessary information via the Trust Hub.

In this guide, you will find a detailed explanation of how to register:

  1. A Primary Customer Profile
  2. Access to the U.S. A2P 10DLC ecosystem
  3. SMS Campaigns within the ecosystem

Trust Hub Onboarding

US A2P 10DLC registration will be available starting March 1, 2021 through Twilio Console, and via API shortly after. To see a list of the information required, see our Support Article How do I register to use A2P 10DLC Messaging.

Please Note: We’ve seen many different patterns of how accounts, subaccounts, and messaging services are organized amongst our ISV customers.

The diagram below illustrates the full extent on how one could be organized and the relationship of A2P Brands and SMS Campaigns. At this time, Secondary Customer Profiles are still under development, so we request that ISVs proceed with registering their company as a brand, but hold off on registering their customers.

Diagram of types of ISV-Customer Organizations

The process of onboarding your brand requires a series of form fills and click-throughs. However, campaign registration will vary depending on how your business is set up within Twilio.

Action Required (See below for step-by-step instructions)

  • Within the Trust Hub, create a Twilio Customer Profile.
  • Register your Customer Profile for U.S. A2P 10DLC capabilities. You will be approved within minutes of submitting.
  • Begin compiling the required information (in the following chart) from your customers

Required Customer Information for A2P 10DLC Registration

Business Information
  • Business Name
  • Physical Address (Street, City, State/Province/Region, Postal Code, Country)
  • Business Identity (Direct Customer or ISV/Reseller/Partner)
  • Business Type (Sole Proprietorship/Partnership/Corporation /Co-Operative/LLC/Non-Profit)
  • Company Status (Private/Public)
    • Stock Ticker & Exchange (if Public)
  • Business Registration Number/Tax EIN & Type (DUNS or Business License)
  • Industry
  • Website
  • Regions of Operations
Points of Contact

Two authorized representatives with the following info:

  • Name
  • Email
  • Title
  • Phone Number
  • Job Position (Director/VP/GM/General Counsel/CEO/CFO)

Identify your ISV type

As a first step, follow the brand registration below to register your company. Then, identify your type and follow the brand and campaign registration instructions.

The table below details the ISV-types. Identify your type and click on the corresponding number to familiarize yourself with the information architecture and the registration process.

#1 #2 #3 #4 #5 #6
Do you use subaccounts? YES YES YES NO NO NO
Are subaccounts mapped to individual customers? YES NO YES N/A NA N/A
Do you use Messaging Services? YES YES NO YES YES NO
Are Messaging Services mapped to individual customers? N/A YES N/A YES NO N/A

Please note: If you currently do not use Messaging Services, you do not need to make any changes to your code. You can continue to pass a phone number in the From field when sending a message. Your phone numbers will need to be in a Messaging Service associated with your Campaign, but it is not necessary to send your Messaging Service SID in your API requests. However, you will need to add those phone numbers to a Messaging Service for SMS Campaign registration purposes. Be mindful that when adding a phone number into a Messaging Service that the Messaging Service incoming webhook will take precedence over the phone number incoming webhook. Using a Messaging Service also allows you to group phone numbers together for similar campaigns, making the registration process simpler.

ISV Architecture #1

You use subaccounts for each customer. You will need to collect the required information from customers to fill in the customer profile and campaign registration forms that make up U.S. A2P 10DLC onboarding.

Information Architecture

  • Each subaccount contains a secondary customer profile associated with that customer.
  • Each campaign maps to that secondary customer profile and a messaging service within that subaccount.
  • See the third row of the diagram above.

Registration Process

  • Review the information required for both brand and campaign registration in the Trust Hub.
  • Request the required information from your customers. You can find a table with all the information here.
  • Utilize the Trust Hub APIs to register secondary customer profiles in each subaccount.
  • Utilize the Messaging A2P APIs to enroll each secondary customer profile for US A2P.
  • Utilize the Messaging A2P APIs to create SMS Campaigns and map it to a Messaging Service.

ISV Architecture #2

You use subaccounts for logical separation other than for an individual customer. You instead utilize a Messaging Service for each customer. Customers may have multiple Messaging Services attributed to them, each in a different subaccount.

Information Architecture

  • The parent account contains all the secondary customer profiles for your customers.
  • Each campaign maps to that secondary customer profile and a messaging service.
  • See the second row of the diagram above.

Registration Process

  • Review the information required for both brand and campaign registration in the Trust Hub.
  • Request the required information from your customers. You can find a table with all the information here.
  • Utilize the Trust Hub APIs to register secondary customer profiles under the parent account.
  • Utilize the Messaging A2P APIs to enroll each secondary customer profile for US A2P.
  • Utilize the Messaging A2P APIs to create SMS Campaigns and map it to a Messaging Service.
  • You can create multiple Messaging Services and SMS Campaigns for a given secondary customer profile to represent different use cases.

ISV Architecture #3

You use subaccounts for each of your customers but do not use Messaging Services. You will need to create a Messaging Service within each of your subaccounts and then collect the required information from customers to fill in the customer profile and campaign registration forms that make up U.S. A2P 10DLC onboarding. From there, your architecture will be similar to ISV Architecture #1.

ISV Architecture #4

You use a Messaging Service for each customer, but do not use subaccounts. You need to collect the required information from customers to fill in the customer profile and campaign registration forms that make up U.S. A2P 10DLC onboarding.

Information Architecture

  • The parent account contains all the secondary customer profiles for your customers.
  • Each campaign maps to that secondary customer profile and a messaging service.
  • Customers that have multiple use cases will have multiple messaging services and campaigns.
  • See the second row of the diagram above.

Registration Process

  • Review the information required for both brand and campaign registration in the Trust Hub.
  • Request the required information from your customers. You can find a table with all the information here.
  • Utilize the Trust Hub APIs to register secondary customer profiles.
  • Utilize the Messaging A2P APIs to enroll each secondary customer profile for US A2P.
  • Utilize the Messaging Services API to create a new Messaging Service.
  • Utilize the Messaging A2P APIs to create SMS Campaigns and map it to a Messaging Service.

ISV Architecture #5

You use Messaging Services as a pooled resource shared amongst customers, but do not use subaccounts. You will need transition to Architecture #4 to provide a logical separation of your customers. Architecture #1 and Architecture #2 are also options, but be aware that message opt-outs are scoped at the the account level. Moving to Architecture #1 and Architecture #2 will reset the opt-out that Twilio manages, so ensure that you have an up-to-date opt-out list to avoid sending messages to end-users who have opted out. While it is a big lift to rearrange all customers, you will get significant benefits beyond U.S. A2P 10DLC. First, you will move away from a structure that may appear in violation of Twilio’s Messaging Policy and/or CTIA Guidelines, leading to deliverability challenges. Second, you will get better transparency and reporting on each subaccount or messaging service.

Registration Process

  • Review the information required for both brand and campaign registration in the Trust Hub.
  • Request the required information from your customers. You can find a table with all the information here.
  • Utilize the Messaging Services API to create a new Messaging Service for each Customer’s Use Case
  • Utilize the Trust Hub APIs to register secondary customer profiles in each subaccount.
  • Utilize the Messaging A2P APIs to enroll each secondary customer profile for US A2P.
  • Utilize the Messaging A2P APIs to create SMS Campaigns and map it to a Messaging Service.

ISV Architecture #6

You do not use Subaccounts or Messaging Services. You will need transition to Architecture #4 to provide a logical separation of your customers. Architecture #1 and Architecture #2 are also options, but be aware that message opt-outs are scoped at the account level. Moving to Architecture #1 and Architecture #2 will reset the opt-out that Twilio manages, so ensure you have an up-to-date opt-out list to avoid sending messages to end-users who have opted out. While it is a big lift to rearrange all customers, you will get significant benefits beyond U.S. A2P 10DLC. First, you will move away from a structure that may appear in violation of Twilio’s Messaging Policy and/or CTIA Guidelines, leading to deliverability challenges. Second, you will get better transparency and reporting on each subaccount or messaging service.

Registration Process

  • Review the information required for both brand and campaign registration in the Trust Hub.
  • Request the required information from your customers. You can find a table with all the information here.
  • Utilize the Messaging Services API to create a new Messaging Service for each Customer’s Use Case
  • Utilize the Trust Hub APIs to register secondary customer profiles in each subaccount.
  • Utilize the Messaging A2P APIs to enroll each secondary customer profile for US A2P.
  • Utilize the Messaging A2P APIs to create SMS Campaigns and map it to a Messaging Service.

Create a Customer Profile in Trust Hub (Brand Registration)

Within the Trust Hub in the Twilio Console, create a Twilio Customer Profile. You will only need to register once to validate the business identity.

Please note: the submission may take up to 72 hours for approval.

You will need to include:

  • Under General Information: The Business name, Business Address, and other metadata
  • Under Business Information: The Identity within the ecosystem, the Business type and ID

US A2P 10DLC Onboarding: Creating a Customer Profile in Trust Hub

Submit for access to A2P 10DLC

Next, register the newly created Customer Profile for A2P 10DLC capabilities. This will live under the Programmable Messaging of the Twilio Console as of March 1st, 2021.

You will be approved within minutes of submitting.

You will need to include:

  • The registered business
  • The A2P 10DLC Profile Name
  • The Company type and stock information (if public)

US A2P 10DLC Onboarding: Submit for A2P approval

You can register more than one profile for A2P 10 DLC capabilities. Under A2P Messaging, click Register a Business Profile for US A2P to create another profile. Below, under A2P Messaging Profiles, you can manage your profiles as well as register campaigns (covered below).

US A2P 10DLC Onboarding: Access A2P Messaging

Register a campaign

After creating and registering a profile, it is time to register an SMS campaign that will go out over A2P 10DLC routes.

A Campaign represents a use case, such as marketing messages or order confirmations. A specific brand may have one or more Campaign, but the registration process is the same for each Campaign that you create on behalf of your customers. (For more on Campaigns, please see our Support FAQ on A2P 10DLC.)

This step will take several minutes to complete. From there, any phone number within the Messaging Service will be identified as A2P 10DLC with the associated campaign and should see lower filtering. For more information on how to add a phone number to your Messaging Service, please read our PhoneNumber Resource API Reference page.

You will need the following information for the Campaign creation process:

Click the Create SMS Campaign button to create a new campaign. You can also click the Edit button to manage existing campaigns.

US A2P 10DLC Onboarding: Create & Manage Campaigns

As part of the SMS Campaign registration step, you must add it to a Messaging Service.

You will need to:

  • select a Messaging Service for the campaign
  • select a campaign type
  • describe the SMS campaign
  • add sample messages for the campaign

US A2P 10DLC Onboarding: Create a Campaign with Sample Messages

Don't forget to hit the Save button when you're finished!

What's Next?

To learn more about US A2P 10DLC, please read the following resources:

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