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Branded Calling (Public Beta)

Public Beta

Branded Calling is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.

Overview

Branded Calling can be used to display your business's name, logo and call reason on the called party's cell phone when they receive your call.

While CNAM can add a display name to your outbound calls made to landlines, Branded Calling can brand your calls on cell phones.

Supported functionalities

  • Display Name
  • Logo (Coming soon)
  • Call reason (Coming soon)

Network coverage

Note: Branded Calling is only supported for calls made to handsets from the following networks at this time

  • T-Mobile
  • Verizon

Prerequisites

Display Name Requirements

  • Display Name can be a maximum of 32 characters.
  • Display Name must be related to your Business Name.
  • Display Name can only contain letters and numbers.

Who can sign up for Branded Calling?

  • The Beta program is currently only available to Direct Customers.
  • The brand must have demonstrable and legal authority to use the Branded Calling Display Name.
  • The brand must have been using outbound voice services on Twilio for 6 months in production.
  • Branded Calling cannot be used for illegal purposes such as to deceive or mislead customers. Significant SIP 608 or 603 responses in your outbound calls are indicative of bad traffic profile and are subject to rejection. Please visit the Recommendations and Best Practices for Maintaining a Positive Caller Reputation page for more information.

If you are an ISV and wish to enable Branded Calling to your customer please talk to Sales or reach out to your account manager.

For information about whether you are a Direct customer or ISV please see our Am I a direct customer or an ISV? support page.

Onboarding

What you will need

  • The person completing the form must be an authorized representative of the brand.
  • A United States government-issued ID (e.g., driver's license).
  • A written description of your Branded Calling use-case.
  • Your Voice Integrity Trust Product SID.
  • Your Phone Number SIDs (max 25) that you wish to register for Branded Calling.

Register the brand

Click on Register a new Brand within the Branded Calling Trust Product page on Trust Hub and follow the steps.

A Branded Calling Trust Product Instance is associated with one Display Name and one or more Phone Numbers. New Branded Calling Trust Product needs to be configured for each new Display Name. A Phone Number can be associated with exactly one Branded Calling Trust Product.

In order to assign/unassign Phone Numbers to your Branded Calling Trust Product instance please use the Trust Hub REST API or contact Support.

Branded Calling registrations will not be shown in Console until approved. Review times may take up to 7 days to process. Once approved, all Phone Number SIDs provided during registration will be assigned to your Branded Trust Product instance within 72 hours.

Assign Phone Number to Branded Calling Trust Product

  • You need the Branded Calling Trust Product SID. You can find that on the Branded Calling Trust Product in Trust Hub once your Brand is approved.
    • The Branded Calling Trust Product SID begins with the letters "BU"
  • You need the Phone Number SID(s) you assigned to your Business Profile earlier. (Note: Only those phone numbers already assigned to your Voice Integrity Trust Product are eligible)
    • The Phone Number SID begins with the letters "PN"
  • To retrieve any of these SIDs via API, see the Additional API Calls section below.
  • Note: Don't change the ChannelEndpointType
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        Assign Phone Numbers to your Branded Calling Trust Product

        Unassign Phone Number from Branded Calling Trust Product

        Retrieve a list of all Assigned Items for a Branded Calling Trust Product

        • You need the Branded Calling Trust Product SID. You can find that on the Branded Calling Trust Product in Trust Hub once your Brand is approved.
          • The Branded Calling Trust Product SID begins with the letters "BU"
        • This API call will return the SIDs for the Assigned Items. You need the SID associated with the Phone Number assignment that you wish to unassign in the next step.
          • The Assigned Item SID begins with the letters "RA"
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              Retrieve a list of all Assigned Items for an account

              Unassign an Assigned Item from a Branded Calling Trust Product

              • You need the Branded Calling Trust Product SID. You can find that on the Branded Calling Trust Product in Trust Hub once your Brand is approved.
                • The Branded Calling Trust Product SID begins with the letters "BU"
              • You'll need your Assigned Item SID. This is the SID that starts with "RA" was returned by previous API call.
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                    Unassign an Assigned Item from a Branded Calling Trust Product

                    Additional Information

                    Learn more about Business Profiles and other Trust Products in the Trust Hub Docs.

                    Additional API Calls

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                          Get Phone Number SIDs from Parent Account

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                                Check Business Profile Phone Number Assignments

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                                      Get Business Profile SIDs

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                                            Check Business Profile Phone Number Assignments

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                                                  Fetch Trust Product SIDs

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                                                        Check Branded Calling Phone Number Assignments

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