Last Updated: April 4, 2022
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 Twilio Voice Services to place telemarketing or advertising voice calls, you must:
- obtain the consumer’s prior consent, as required by applicable law or regulation;
- at the beginning of the voice call, clearly and conspicuously disclose the purpose of the voice call and identify and accurately represent yourself, or your organization, as applicable;
- provide mechanisms for recipients to opt out of receiving such 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 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
We prohibit using Twilio Voice Services for the following purposes:
- Transmitting misleading or inaccurate caller ID information to the recipient of the voice call, and
- 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
Additional country specific requirements may apply to your use of Twilio Voice Services in certain countries, regardless of whether you are located, domiciled, or doing business in such countries. You are required to comply with any additional country specific requirements to the extent they apply to your use of Twilio Voice Services.
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.