SHAKEN/STIR Onboarding

There are two different options for enabling SHAKEN/STIR on your account(s):

1. Using the Twilio Console
2. Twilio's Trust Hub REST API.

For both methods, you will need to know whether you are a direct customer or an ISV/Reseller.

• You are considered a Direct Customer if your employees are reponsible for making the calls. This includes Business Process Outsourcing (BPO) Call Centers.
• You are considered an Independent Software Vendor (ISV)/Reseller if your customers are responsible for making the calls using your product.

SHAKEN/STIR Onboarding in the Twilio Console

If you want to use the Twilio Console to enable SHAKEN/STIR, refer to the SHAKEN/STIR Console Onboarding Instructions.

SHAKEN/STIR Onboarding with the Trust Hub REST API

If you'd prefer to use the Trust Hub REST API, choose the instructions that correspond to your business structure.

• Direct Customer, no subaccounts
• Direct Customer using subaccounts
• ISV/Reseller with single, top-level project
• ISV/Reseller using subaccounts

Vetting and Attestation Levels

The Twilio onboarding process for SHAKEN/STIR involves a vetting process.

When will a Twilio call be signed with level A attestation?

When a customer has the following, the call will be signed with A level attestation:

• Approved Business Profile
• Approved SHAKEN/STIR Trust Product that is linked to the Business Profile
• Phone number(s) assigned to both the Business Profile & SHAKEN/STIR Trust Product (only calls from those assigned Phone Numbers will be signed “A”)

When will a Twilio call be signed with level B attestation?

When a customer has at a minimum the following, their calls from Parent and Sub-Accounts will be signed with B level attestation:

• Approved Primary Business Profile
• Approved SHAKEN/STIR Trust Product linked to their Parent Account
  • Note: There is no need to assign Phone Numbers or use Secondary Business Profiles to achieve B level attestation.
• This would also be the highest level of attestation possible if a customer is using non-Twilio phone numbers,
  • This is because Twilio cannot attest to a customer's right to use a phone number if it is not a Twilio phone number. Twilio is currently investigating solutions to this.

When will a Twilio call be signed with level C attestation?

When a customer does the following, their calls will be signed with C level attestation:

• No approved Business Profile(s) and SHAKEN/STIR Trust Product(s) (ie if customer does nothing) OR Rejected Business Profile(s) and SHAKEN/STIR Trust Product(s)