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ISV U.S. A2P 10DLC Onboarding Guide

  • Access to AT&T's and T-Mobile's (including Sprint) A2P 10DLC routes requires additional brand and campaign use case registration. This registration will be available as part of a phased onboarding approach through the Trust Hub (in the Twilio Console) and via API. We are currently in the pilot stage.
    • During the pilot stage, completing registration will not automatically move your message traffic to use A2P routes. There are also other important limitations during the pilot, which will be eliminated over time. Please see Limitations of A2P 10DLC pilot access (Support article) if you have been selected to begin registration at this time.
  • 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 onboarding guide is for ISVs who want to register their customers for A2P 10DLC messaging capabilities.

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 also per-message carrier fees.

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. Second, the carriers require that a message originator register their US A2P brand and messaging campaign use cases. 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 Twilio Business Profile
  2. Access to the U.S. A2P 10DLC ecosystem
  3. SMS campaign use cases within the ecosystem

Trust Hub Onboarding Overview

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

The process of registering your US A2P brand and campaign use cases requires a series of form fills and click-throughs. However, the registration process will vary depending on how your business is set up within Twilio.

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

  • Gather the required information (in the following chart) from your customers
  • Determine the ISV architecture and type for your business and customers
  • Within the Trust Hub in the Twilio Console, create a Twilio Primary Business Profile to represent your business.
  • Register a "US A2P brand" for US A2P10DLC capaibilities
  • Register new campaign use case and link to a Messaging Service

Pre-requisite: Gather required information for A2P10DLC registration

Before you begin the registration process for A2P10DLC, you will need to have the following information on hand for each customer that you want to register:

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
Point(s) of Contact

One authorized representative with the following info:

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

You may use one point of contact from your own company as the authorized representative across all of your customers for registration purposes.

Providing a second authorized representative is optional.

Overview of ISV Architectures for A2P 10DLC

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

The diagrams below illustrates the full extent of how one could be organized and the relationship of US A2P brands and campaign use cases. At this time, Secondary Business Profiles and APIs for completing this process are still under development, so we request that ISVs proceed with registering their company as a brand, but hold off on registering their customers.

ISVs using subaccounts

For ISVs who use subaccounts for their customers, each subaccount contains the secondary business profile. Campaign use cases map to the secondary business profile and a messaging service.

Note: As an ISV, if you have a direct offering, you can use your US A2P brand directly and associate it with a campaign use case at the parent-account level.

A2P 10DLC architecture diagram for ISVs using subaccounts

ISVs using a single, top-level project (no subaccounts)

For ISVs who do not use subaccounts for their customers, the parent account contains all of the secondary business profiles. Campaign use cases map to the secondary business profile and a Messaging Service.

A2P 10DLC architecture diagram for ISVs not using subaccounts

Pre-requisite: Identify your ISV type

Identify your ISV type based on your architecture and organization. Depending on your type, follow the suggested 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 use case, 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 use case 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 business profile and campaign use case registration forms that make up U.S. A2P 10DLC onboarding.

Information Architecture

Registration Process

  • Review the information required for both US A2P Brand and Campaign use case 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 business profiles in each subaccount.
  • Utilize the Messaging A2P APIs to enroll each secondary business profile for US A2P.
  • Utilize the Messaging A2P APIs to create a Campaign use case 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

Registration Process

  • Review the information required for both US A2P Brand and Campaign use case 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 business profiles under the parent account.
  • Utilize the Messaging A2P APIs to enroll each secondary business profile for US A2P.
  • Utilize the Messaging A2P APIs to create a Campaign use case and map it to a Messaging Service.
  • You can create multiple Messaging Services and Campaign use cases for a given secondary business 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 Business profile and Campaign use case registration forms that make up U.S. A2P 10DLC onboarding. From there, your architecture will be similar to ISV Architecture #1.

Implementation Details

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 Business profile and Campaign use case registration forms that make up U.S. A2P 10DLC onboarding.

Information Architecture

Registration Process

  • Review the information required for both US A2P Brand and Campaign use case 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 business profiles.
  • Utilize the Messaging A2P APIs to enroll each secondary business profile for US A2P.
  • Utilize the Messaging A2P APIs to create a Campaign use case 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 may 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 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 US A2P Brand and Campaign use case 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 PhoneNumber subresource API to add phone number(s) to a Messaging Service
  • Utilize the Trust Hub APIs to register secondary business profiles in each subaccount.
  • Utilize the Messaging A2P APIs to enroll each secondary business profile for US A2P.
  • Utilize the Messaging A2P APIs to create a Campaign use case 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 US A2P 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 PhoneNumber subresource API to add phone number(s) to a Messaging Service
  • Utilize the Trust Hub APIs to register secondary business profiles in each subaccount.
  • Utilize the Messaging A2P APIs to enroll each secondary business profile for US A2P.
  • Utilize the Messaging A2P APIs to create a Campaign use case and map it to a Messaging Service.

1. Create a Twilio Business Profile in Trust Hub

Please note: The following steps apply to ISVs who aren't using subaccounts and won't need to create secondary business profiles using Twilio APIs.

Within the Trust Hub in the Twilio Console, create your Twilio Business Profile. This step validates your business identity, and you will only need to do this once.

If you are opted into the new Twilio Console Beta experience, you can find the Trust Hub under Account >> Trust Hub >> Customer profiles.

If you are on the legacy version of the Twilio Console, locate Trust Hub in the left-hand navigation, under the "Home" icon.

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

You will need to include:

  • Under Business Details: the Business name
  • Under Business Address: the Business Address and other metadata
  • Under Business Information: the Business' identity within the ecosystem, the Business type, ID, industry, website URL, and region information

Business Information form in Twilio Trust Hub for A2P10DLC

While registering your business information, you will also provide:

  • Under Authorized Representatives: information about Authorized Representative(s) associated with your Business Profile. You may use one point of contact from your own company as the authorized representative across all of your customers for registration purposes.
  • Under Notification Settings: an email address for notifications about the status of your Business Profile

Make sure to review your business profile information under Review and Submit before submitting.

Business Profile vs. Customer Profile?

As of April 2021, Twilio Trust Hub only supports a Customer Profile for business customers, so you would only find the option to create a primary Business Profile within the Customer Profile section of the Trust Hub. Down the road, Trust Hub will also support profiles specific to government agencies and non-profit organizations. As of now, when you create a profile, you will be create a profile called as a "Business Profile." There is no practical distinction between the Business Profile and the Customer Profile at present.

2. Register your US A2P brand

Next, register your newly created Business Profile for A2P 10DLC capabilities by creating a US A2P brand. This step will register your business for US A2P10DLC capabilities, as well as calculate your TCR Trust Score. For more information on TCR Trust Scores, see below.

You will need to include:

  • Your registered Business Profile (from Step 1)
  • Your Company type and stock information (if public)

Registering a US A2P brand in Twilio Trust Hub

Once you hit the Register button, Twilio will submit your application to the Campaign Registry (TCR) for approval. Approval typically happens within a few minutes of submitting.

Successful registration of US A2P Brand in Trust Hub

Trust Score Calculation

When you complete the US A2P Brand registration process, you will see your TCR Trust Score. The Campaign Registry (“TCR”) is a third party at the center of the A2P 10DLC registration process.

TCR uses a reputation algorithm to review specific criteria relating to your company, and assign a TCR Trust Score that will determine your messaging throughput, as shown in the diagram below:

Graph showing the components factoring into the Campaign Registry's Trust Score, including EIN, legal company name, DBA, address, stock ticker; website, phone, domain age, other; company size, years in business, spam history; Russell 3000 company status

Please note: any Secondary Vetting will override the initial TCR Trust Score. The new score can improve, worsen, or stay the same as the original score.

In order to obtain the best possible TCR Trust Score, you should provide accurate, up-to-date information.

Submit your business data properly

EIN/Tax ID

For private and public profit companies, the provided EIN and Legal Company Name has to match registration sources. The most common errors are:

  • The incorrect name is added, including the name of the messaging provider, or a trade or fictitious name of the company instead of the official legally registered name.
  • The number entered in the EIN field is not a valid EIN or home country company ID number.
  • The DUNS number has been added into the EIN field.

For non-US companies, the number provided in the EIN/Tax ID field has to match any of the fully automated sources available. The DUNS number can be provided and will be used in lieu of the EIN.

For Non-Profit and Political organizations, the EIN has to match the Legal Company Name available in the list of Tax-Exempt Organizations or Registered Political Organizations.

Address

For all entity types, a mismatch in one of the following might product a lower Trust Score:

  • Address/Street line
  • City
  • State
  • Postal Code/Zip Code
  • Country

Please note: Submitting the address of a local branch or any address different from the official registered company address might produce a mismatch with a negative impact on the Trust Score.

Stock Ticker

For Public Profit companies, the stock ticker symbol and the designated stock exchange must match available sources. Many variants of stock exchange names are accommodated (e.g., “NYSE” vs. “New York Stock Exchange”), but abbreviations may vary more widely than anticipated.

Other Factors

The following factors will impact the Trust Score, but cannot be influenced by data submitted:

  • Company size: For all companies, points are earned for the detected size of the company based on independent sources of employee count and revenue.
  • Years in operation: All companies earn points for their years in operation and domain age.

3. Register your campaign use case(s)

After creating and registering your Business Profile and US A2P brand, it is time to register a campaign use case for sending messages over A2P 10DLC routes.

A campaign represents a use case, such as marketing messages or order confirmations. A specific US A2P brand--like the one you just created in Step 2--may have one or more campaign use case, such as one for marketing notifications and another for order confirmations. However, the registration process is the same for each campaign use case that you create. (For more on campaign use cases, please see our Support FAQ on A2P 10DLC.)

This step may take several minutes to complete. After that, any phone number within the connected Messaging Service will be identified as A2P 10DLC with the associated campaign use case; you 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'll need the following information for the campaign use case creation process:

  • Messaging Service associated with the Campaign
  • A2P use case type (see full list in Support's List of Campaign Types)
  • Use case description
  • 2 sample messages
  • At least one Twilio Phone Number to add to the Messaging Service's Sender Pool

You can purchase a Twilio Phone Number ahead of time by either visiting the Phone Numbers section of the Twilio Console or from the command line with the Twilio CLI:

twilio phone-numbers:buy:local --country-code US --sms-enabled

When you're ready to register a campaign use case, decide whether you want to Create a new Messaging Service or Use an existing Messaging Service. Then click Continue.

Register a Campaign Use Case for US A2P10DLC in the Twilio Trust Hub

As part of the campaign use case registration step, you must link it to a Messaging Service. If you selected Create a Messaging Service on the last page, you wil need to create a Messaging Service with a "Friendly Name" and select what you will be using the Messaging Service for.

Create a new Messaging Service with a friendly name and use case selection in Trust Hub for US A2P10DLC

Remember: each Messaging Service should map to a single campaign use case.

When you've finished editing your campaign use case, don't forget to hit the Save and Continue button!

Do I have to use a Messaging Service?

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 use case, 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 use case registration purposes. Using a Messaging Service also allows you to group phone numbers together for similar campaign use cases, making the registration process simpler.

Under the Add Senders section, you will want to select the phone numbers to add to your Messaging Service Sender Pool. If you already have available numbers (unattached to other Messaging Services), you can select them under Numbers Available for association.

If you do not have any available numbers, click the link to Buy a new number, which will take you to the Phone Numbers section of the Twilio Console to purchase one. Once you have purchased an SMS-capable number, you can return to the Trust Hub and reload the page.

Adding Phone Numbers to a Messaging Service Sender Pool for US A2P 10DLC Campaign use case registration

Under the Set Up Integration section, you will configure how your Messaging Service will integrate with your application and handle inbound messages.

  • Defer to sender's webhook (default) will use the HTTP webhook as defined for the given Phone Number ("sender")
  • Drop the message will ignore incoming messages
  • Send a webhook will send an HTTP webhook request for incoming messages
  • Autocreate a Conversation will create new Conversations (Please see Twilio Conversations Autocreation documentation)

Configure integrations for a Messaging Service as part of A2P10DLC Campaign Use Case registration in Twilio Trust Hub. Defer to Sender's Webhook is the default.

This is also where you can set up delivery status callbacks and set the validity period for unsent Messages.

After hitting Save and continue, you'll go to the Register Campaign Use Case screen. Here, you will need to enter:

  • The A2P campaign use case
  • A description of the campaign use case
  • Two sample messages for the campaign use case
  • Select whether your messages will include embedded links and/or phone numbers
  • Agree to the terms & conditions, as well as the monthly carrier fees associated with your campaign use case.

Add sample messages and descriptions for A2P10DLC Campaign Use Case registration in Twilio Trust Hub

Don't forget to hit the Register campaign use case button at the end!

Once your Campaign use case registration is approved, you will see an on-screen message indicating that your registration flow is complete.

Completed registration flow for US A2P 10DLC in Trust Hub

You can also register additional campaign use cases and view all of your registered US A2P brands.

What's Next?

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

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