Singapore (SG)

Prerequisites

Upgraded Twilio account: Free trial accounts must upgrade to a paid account.

Restrictions

As an RCS for Business provider, Twilio connects businesses with carriers that manage RCS connectivity. To ensure a trusted ecosystem with high-quality interactions, Twilio enforces partner rules and upholds the highest compliance standards.

Any use cases that violate Twilio’s Acceptable Use Policy, Messaging Policy, or Google’s Acceptable Use Policy are prohibited on Twilio’s platform, regardless of sender type or destination.

Requirements

General Requirements: 

Opt In Details: Please provide a screenshot or website of the opt-in indicating the user is consenting to receiving messages/communications related to the content being sent by your RCS sender.

Click here to view a sample screenshot for your reference.

Video URLs: Provide a video for Google to review your RCS Sender, showing core functionality and functioning opt-out capabilities (Sending of the word "STOP"). You can log in to your Twilio account and add a test device for your RCS sender. An invitation will be sent to the device and once approved, you’ll be able to send test messages and create a video showing the interactions including the opt-out capabilities.

Please see an example here.

You must include both transactional and promotional messages as Twilio submits all RCS Senders as multi-use to avoid additional approvals when expanding to new use cases. Even if you are not currently sending messages in one of the below categories, we strongly recommend to include a sample message of potential future use cases.

• Promotional messages example (sales, marketing, and promotional messages):
  Please use "XYZ20" to get a 20% discount.
  Please click here to visit our website to get more information about the "ABC" product.
• Transactional message example (notifications, updates, or alerts to share information directly relevant to a customer's existing services or products)
  Your bill is $21.23. Kindly pay before the due date to avoid penalties.
  Your order has been successfully placed. Order ID : #31412312. It will be delivered within 3 business days

Carrier-Specific Requirements:

These requirements must be submitted after the RCS sender has been successfully created via the Twilio console. The Operations team will coordinate and manage all discussions related to these next steps.

ACRA BizFile

• PDF copy of your ACRA BizFile generated within the last 3 months.

• The BizFile must show your Unique Entity Number (UEN).

• Your company status must be listed as “Live Company.”

SGNIC Registration Screenshots

• Whitelist Page: A screenshot showing your Sender ID status as “Live.”

• Information > Profile Page: A screenshot showing your UEN and Twilio Singapore PTE. LTD listed as the aggregator.

Important: The Sender ID name in SGNIC must exactly match the RCS sender name you are requesting. Mismatched names will result in rejection.

Letter of Authorisation (LOA)

• Complete the Letter of Authorisation (LOA) form. The LOA must be signed by a person listed in your BizFile.

Timeframe

The RCS onboarding process has two main steps, each with its own timeline.

Step 1: Twilio Internal Review

After you submit a sender in the Twilio Console, a Twilio RCS onboarding specialist will begin the review process. 

This initial step is designed to confirm that your submission aligns with all carrier and messaging compliance requirements. The specialist will reach out to you with their findings, highlighting any corrections needed and providing guidance on how to fix them. 

The overall timeline for this process is variable and depends entirely on the submitted details and your responsiveness to any requested changes. We can only move to the next stage once all the initial requirements are fulfilled. 

Step 2: Carrier Review

Once your sender application passes Twilio's review, we submit it to Google and our carrier partner for approval.

The final launch timeline can vary and may take longer depending on the use case and specific requirements.

The best way to ensure a faster approval is to submit a fully compliant application, as the process can be delayed if Google and carriers require additional information or clarification.

Important Note: Please be aware that application timelines may be impacted by carrier network freezes or delays around major holidays.

Regulatory Bodies

The telecom and messaging landscape in Singapore is primarily governed by one major regulatory body, supplemented by key legislation that impacts how both SMS and RCS (Rich Communication Services) function.

Here are the key regulatory bodies and relevant acts:

1. Infocomm Media Development Authority (IMDA)

The IMDA is the main regulator of the telecommunications and media sectors in Singapore.

• Role: The IMDA is responsible for enforcing telecom licensing conditions, ensuring fair competition, and overseeing digital inclusion. They are the ultimate authority for any messaging-related compliance, including the implementation of the Singapore SMS Sender ID Registry (SSIR).

2. Relevant Legislation (Acts)

While the IMDA is the body, two major pieces of legislation dictate content and consent requirements for all mobile messaging:

• Spam Control Act 2007: This Act regulates the sending of unsolicited commercial electronic messages (spam). It is the basis for the requirement that businesses must obtain explicit consent (opt-in) before sending marketing messages. It also outlines penalties for non-compliance.

• Personal Data Protection Act (PDPA) 2012: This is Singapore’s main data protection law. It dictates how organizations should collect, use, and disclose personal data, which directly applies to how businesses manage and store user consent for RCS and SMS communications.

In short, for RCS and messaging compliance in Singapore, you must ensure your practices meet the standards set by the IMDA under the framework of the Spam Control Act and the PDPA.

Pricing

Learn more here.

Next Steps

Once your RCS sender is live, add it to your Messaging Service and begin sending messages. Learn more here.

Fallback SMS Sender: It is recommended to have a live Twilio SMS-capable sender to message devices that are not RCS-capable. Twilio offers built-in fallback.