Twilio Trust Hub now supports tenant verification for ISVs

Americans received a staggering 7.4 billion spam text messages and a record 4.9 billion robocalls in March 2021 — the highest number of monthly robocalls since November 2019. According to the FTC, in 2020, Americans reported losses totaling $3.3 billion to digital fraud. Of those, 27% said the contact method was a text message, while 31% reported the contact method was a phone call.

As consumer trust around business communication continues to erode, consumers now more than ever are holding brands accountable for engaging in wanted communication.

As a result, fighting spam and unwanted communication to create a verified, trusted ecosystem is now an industry-wide initiative. Carriers have implemented new protocols and technologies prevent spam and unwanted communication — (1) SHAKEN/STIR (SH/ST) -- mandated protocol by the FCC to increase call deliverability and improve pick up rates and (2) A2P 10DLC -- mandated registration of 10 digit long codes in the US to improve wanted, trusted messaging.

And, while these initiatives protect the end customer and ultimately improves ROI, we know compliance requirements and regulation can be challenging to manage — not only for businesses serving consumers directly but also our ISV partners who are building software for their customers who are reaching consumers. As Twilio builds the future of communications, we are committed to helping our customers, and their customers, scale globally with compliant and wanted communications across channels.

Twilio Trust Hub is a unified Console experience backed by an industry-leading Know-Your-Customer (KYC) identification system that abstracts away the complexity of per-channel verification so that you can build trusted communication experiences in just a few clicks. With Trust Hub, you can create and manage your business identity in one place and accelerate time-to-market through a single vetting process.

Get started with Trust Hub today.

Registration onboarding

In order to comply with recent regulatory requirements, businesses need to authenticate themselves and their tenants to access trust products A2P 10DLC and SH/ST. Businesses sending long code traffic to the U.S. and/or making calls from a PSTN to an end user with Twilio Programmable Voice & SIP Trunking need to follow a KYC process to complete attestation for SH/ST and/or begin the registration process for A2P 10DLC routes.

Identity verification with Business Profiles

Trust Hub's Business Profiles allow you to manage your business identity and decrease time to market by eliminating the need to re-enter your information over and over again to access trust products across channels. Creating a Business Profile is very easy — submit your business identity information along with authorized representatives (points of contact) and hear back about your status within 72 hours. Once profiles are verified, brands can continue campaign registration for their Messaging Services on A2P 10DLC and/or receive full attestation (A) for SH/ST.

ISV’s need to create and register a primary business profile for themselves and secondary customer profile(s) for their tenants to complete the KYC process. For ISVs, this means collecting all the necessary business information from their tenants to complete secondary customer profiles for verification.

In order to simplify the data collection process for ISVs, they can now create standard secondary customer profile bundles with the Trust Hub REST API to gather the necessary information about the tenant business. The Trust Hub REST API will support six ISV architecture types based on how accounts, subaccounts, and messaging services are organized.

ISVs can build a registration portal for their tenants and build these profile bundles within the Trust Hub console. Once all required information is attached to the profile bundle, it can be submitted for review to complete verification. On approval of the Customer Profile, tenants can leverage trust products such as SH/ST and A2P 10DLC to ensure communication with their customers is both verified and delivered on time.

Note: For tenants only using the A2P 10DLC trust product, Standard Secondary Business Profiles are only applicable to businesses with daily messaging volume > 3,000 messages per day.

Getting started

To learn more about Trust Hub, visit the Trust Hub homepage.

We’ve also put together onboarding docs that include quickstarts and documentation for Trust Hub REST API and for SHAKEN/STIR and A2P 10DLC.

Head over to your Twilio Console to start using Trust Hub.

We can’t wait to see what you build!