Advanced communications services must follow carrier and regulator rules. Every channel and market can have a unique set of rules. These rules can change as the ecosystem evolves. To manage these regulatory changes, Twilio created Twilio Trust Hub.
Twilio Trust Hub simplifies compliance. Trust Hub stores the core customer identity as a compliance Customer Profile. After Twilio verifies this identity, you can use it with a variety of Trust Products. These products include the US and Canadian communication services like:
Twilio Trust Hub confirms your identity using Know Your Customer (KYC) verification processes. These processes grants a trust level to customers from Twilio. This trust grants customers access to the advanced communication services.
To understand its customers and their platform usage, Twilio requires specific data. This includes data like business name, address, and number. Once verified, Twilio stores this data in a Customer Profile.
The Customer Profile verification goes through a three step process. A Customer Profile moves from draft to review to approval or rejection. The status of a Customer Profile displays as one of the following labels.
To create a Customer Profile, go to the Trust Hub section of the Twilio Console.
Type relevant values into the fields on the General Information page.
| Field | Needed value |
|---|---|
| Legal business name | Exact legal business name written as registered under your Business Registration Number. |
| Profile friendly name | Short label that identifies this organization in your admin console. |
| Country (dropdown menu) | Country in which your organization conducts business. |
| Address Street 1 | Physical street address at which your organization conducts business. |
| Address Street 2 | Additional line for the physical street address at which your organization conducts business. |
| Address City | Municipality for your physical street address in which your organization conducts business. |
| Address State or Province | National subdivision of your physical street address in which your organization conducts business. |
| Address Postal Code | Postal code for the physical street address at which your organization conducts business. |
Click Next.
The Business Information page displays.
Select the form of your business identity from the following two options.
Select one of the following values from the Business type dropdown menu.
Select one of the following values from the Business Industry dropdown menu.
Select relevant business ID type from the Business registration ID type dropdown menu.
Type the registration number associated with your business registration ID type into the Business registration number field.
Click one or more regions in which your organization operates from the Business Regions of Operations dropdown menu.
Type the URL to your organization's website into the Business website field.
Click Next.
The Point of Contact page displays.
Type values into the fields on the Authorized Representative #1 section.
| Field | Needed value |
|---|---|
| First name | First name of the primary contact person for your organization. |
| Last name | Last name of the primary contact person for your organization. |
| Email address of the primary contact person for your organization. | |
| Phone number | Phone number of the primary contact person for your organization. |
| Business title | Job title of the primary contact person for your organization. |
| Job position | Job level of the primary contact person for your organization. |
You can add another representative.
Type relevant values into the fields on the Notification settings page.
| Field | Needed Value |
|---|---|
| Email Address | Email address to which Twilio sends changes to the status of this business profile. |
| Status callback webhook | URL to which Twilio sends any callbacks on the status of this business profile. |
Click Next.
On the Terms of service and privacy policy page, click the checkbox.
Click Next.
Click Done.
To use everything in the Twilio platform, you need a Customer Profile. The Primary Customer Profile represents your organization's core identity. With this data, Twilio verifies your identity. We also use this data manage your compliance across our services.
If you have additional brands or businesses, create a secondary Customer Profile for each. A Secondary Customer Profile manages distinct business identities that relate to the primary Customer Profile. When the business or brand you want to register differs from the managing company, you need a secondary profile. A secondary Customer Profile requires a primary Customer Profile.
After submitting your Customer Profile, our operations team reviews the data. The team sets the Customer Profile status to In Review. This can take up to 48 hours. The team tries to confirm your data and can approve or reject your submission. When complete, Twilio updates the profile status as Approved or Rejected. We also send you an email with your profile status.
Twilio rejects a Customer Profile submission in certain circumstances. Twilio may not be able to validate some of the data included in the Profile. If this occurs with your submission, review the rejection reason, fix the issue with your application, and resubmit.
To view your Customer Profiles, go to the Trust Hub Customer Profiles of the Twilio Console.
You can't update approved and under review profiles. If you update an approved profile, Twilio may need to review it again.
You can delete a draft or rejected profile in the Trust Hub. This removes the profile. You can create a new one if needed. To delete an approved profile, contact Twilio Support.
An approved Customer Profile grants access to a range of Trust Products like those listed in the overview of this guide.