Twilio Voice Services Policy

Last Updated: February 27, 2024

This policy applies to Twilio Programmable Voice and Elastic SIP Trunking (collectively, “Twilio Voice Services”). This policy provides the restrictions and requirements you must abide by in order to use Twilio Voice Services. These restrictions and requirements ensure that all voice calls transmitted via Twilio’s platform are safe, wanted, and legal.

This policy applies in addition to, and forms part of, Twilio's Acceptable Use Policy, which we encourage you to read.

Requirements for Voice Calls for Telemarketing and Advertising Purposes

If you use the Twilio Voice Services to place telemarketing or advertising voice calls, you must do the following:

  • Obtain a callee’s prior consent, as required by applicable laws, regulations, governmental orders, industry standards, or telecommunications providers' requirements or guidance in any applicable jurisdiction;
  • Clearly and conspicuously disclose the purpose of the voice call and identify and accurately represent yourself, or your organization, as applicable, at the beginning of that voice call;
  • Provide mechanisms for a callee to opt out of receiving those voice calls, as required by applicable law or regulation, and honor any opt out requests; and
  • Not place voice calls to phone numbers that are on a do not call list or registry in the applicable country (e.g., National Do Not Call Registry in the United States of America or Telephone Preference Service in the United Kingdom). It is your responsibility to cross-check any phone numbers to which you wish to place voice calls against the do not call list or registry in the applicable country.

Prohibited Activities Using Twilio Voice Services

Twilio prohibits using the Twilio Voice Services to (a) transmit misleading or inaccurate caller ID information to the recipient of a voice call and (b) place voice calls that generate an unacceptable number of complaints from consumers, telecommunications providers, law enforcement agencies, or regulators.

Unanswered Voice Calls and Outbound Voice Call Duration

You must not have, in a given month, (a) a high volume of unanswered outbound voice call attempts from a single originating phone number or (b) a low average outbound voice call duration. Telecommunications providers may independently block your use of their networks if you engage in any of the foregoing behavior.

Country Specific Requirements

You must comply with the additional country specific requirements to the extent they apply to your use of the Twilio Voice Services in certain countries, regardless of whether you are located, domiciled, or doing business in those countries.

Programmable Voice: No Concurrent Voice Calls per Second in Multiple Home Regions

Programmable Voice allows customers to create multiple simultaneous voice calls per second (“Concurrent Calls Per Second”) via the Programmable Voice API. If your account is configured to utilize multiple home regions (e.g., US1, IE1, or AU1) for your use of Programmable Voice, you are prohibited from using more than fifty percent (50%) of your allotted quantity of Concurrent Calls Per Second in more than one home region at the same time for more than six (6) hours in a given twenty-four (24) hour period.