Last Updated February 9, 2024

Twilio Sub-Processors

Last Updated: February 9, 2024

Third Party Sub-Processors

Twilio uses the third party companies below (each, a “sub-processor”) to process personal data (i) on behalf of Twilio customers; (ii) in accordance with customer instructions as communicated by Twilio; and (iii) in strict accordance with the terms of a written contract between Twilio and the sub-processor.

Twilio imposes obligations on its sub-processors to implement appropriate technical and organizational measures ensuring that the sub-processing of personal data is protected to the standards required by applicable data protection laws. Further information relating to sub-processor security measures can be found via the external links below.

Where the engagement of a sub-processor requires the cross-border transfer of personal data, Twilio has performed Transfer Impact Assessments for such data transfer.

Twilio maintains an up-to-date list of the names and locations of all sub-processors below. Twilio customers may subscribe to notifications of sub-processor changes to receive updates.

Duration of processing: For each sub-processor below, processing of personal data will be for the duration that the customer uses and continues to use the applicable service(s), and for the retention periods as set out in customer’s agreement with Twilio.

Sub-Processor

Applicable Service(s)

Subject matter

Nature and purpose of processing

Location(s) of processing

External links for additional information relating to security


Adaptive Mobile

Programmable Messaging

Personal data contained in communications sent through the Twilio Services

Prevention of illegal or unwanted communications over Twilio’s messaging services


AWS

All services

Personal data contained in communications sent through or uploaded to the services.

Infrastructure Provider providing hosting services and storage.


AWS

Programmable Voice

Personal data contained in voice communications.

Text to speech functionality for customers using Amazon Polly, Amazon Comprehend, and Amazon Transcribe.


AWS

Programmable Video

Personal data contained in streamed videos.

Streaming and interactive video.


AWS

Marketing Campaigns (SendGrid)

Personal data contained in email communications.

Automation and storage services for marketing campaigns.


AWS

Email (SendGrid)

Personal data contained in email communications.

Routing and transmission of emails.


AWS

CDP (Segment)

Personal data contained in communications sent through the Segment Services

Infrastructure Provider providing hosting services and storage.

USA or EU (Dublin) as selected by customers


Confluent

Twilio Flex

Personal data contained in communications sent through Twilio Flex.

Infrastructure management


DVELP/Sabio

Twilio Flex

Personal data contained in voice communications.

Connectivity services to customer’s Google CCAI instance.

UK (provision of the services), Belgium, Finland, Germany, Netherlands, and Poland (data persistence/backups)


Datadog

Segment

System and event logs only

Operational monitoring


GoodData Corporation

Twilio Flex

Personal data contained in communications sent through Twilio Flex.

Data analytics functionality for customers who have enabled the feature in Twilio Flex.


Google

Segment/Twilio Engage

Personal data contained in communications sent through the Segment Services

Data storage compute and queries

USA or EU (Zurich & London) as selected by Customers


Google

Programmable Voice;

Twilio Flex

Personal data contained in voice communications.

Speech recognition functionality for customers who have enabled the feature on supported products.


Google RCS

Verify

Phone numbers and message content

Message delivery for outbound/inbound Twilio Verify services.

USASouth America: Chile, Europe: Ireland, Netherlands, Denmark, Finland, Belgium, Asia: Taiwan, Japan, Singapore


Meta

Whatsapp Channel

Phone numbers and message content

Outbound/inbound message delivery


OpenAI

Flex Agent Copilot

Personal data contained in customer defined workflows

Customer.AI features as enabled by customer for the purpose of summarization, sentiment analysis and disposition


OpenAI

Segment Generative Audiences

Personal data contained in communications Sent through Segment Services

Customer.AI features as enabled by customer for the purpose of generating audiences


OpenAI

Voice Intelligence

Personal data contained in voice communications

Customer.AI features as enabled by customer for the purpose of summarization and sentiment analysis


Snowflake

Marketing Campaigns (SendGrid)

Personal data contained in email communications.

Automation and storage services for Marketing Campaigns.


Temporal Cloud

Twilio Flex

Personal data contained in customer defined workflows

Scheduling and execution of the customer defined workflows.


VoiceBase

Programmable Voice;

Twilio Flex

Personal data contained in voice communications.

Transcription services for customers who have enabled transcriptions on supported products.


* If using Regional Twilio for supported products, Customer Content is stored and processed in the region selected (Ireland or Australia). Exceptions will occur as necessary to investigate issues of fraud and abuse. At this time, all other data relating to your account and use of the Twilio Services will continue to be processed in the United States to allow Twilio to continue to provide and improve our Services to you.


Sub-Processor

Applicable Service(s)

Subject matter

Nature and purpose of processing

Location(s) of processing

External links for additional information relating to security


Segment.io

EventStreams

Personal data contained in communications sent through the Twilio Services

Transmit event data as instructed by Twilio customers


Segment.io

Segment Services

Segment.io acts as a processor for Twilio Inc. for the provision of the Segment Services

Provision of the Segment Services


Twilio Inc.

All Services

If Twilio Inc. is not the Twilio party to the agreement, then Twilio Inc. is acting as a sub-processor for that Twilio party. (For example. If you are contracting with Twilio Ireland Ltd, then Twilio Inc. is acting as a sub-processor for the provision of the services.)

Provision of the Twilio Services


* If using Regional Twilio for supported products, Customer Content is stored and processed in the region selected (Ireland or Australia). Exceptions will occur as necessary to investigate issues of fraud and abuse. At this time, all other data relating to your account and use of the Twilio Services will continue to be processed in the United States to allow Twilio to continue to provide and improve our Services to you.