Compliance Toolkit for Programmable Messaging

Compliance Toolkit will use information from the 10DLC registration and the MessageIntent parameter information to categorize messages as non-essential or essential.

Examples of Non-essential Messages:

• Marketing and promotions (inclduing discounts, loyalty campaigns, etc)
• Charity & events related messages

Examples of Essential Messages:

• Alerts for possible fraud
• Customer support notifications
• Notifications such as those for shipping updates, etc
• School notifications to parents and/or students (e.g. weather delays)
• Unsubscribe confirmations
• Opt-in confirmations
• Receipts requested by SMS, even if outside of time-of-day restrictions
• Outbound ‘replies’ to inbound texts from the customer
• Announcements (for emergency use cases)

When the customer’s MessageIntent or 10DLC registration data indicates that a message is non-essential, Compliance Toolkit will accept this classification and will not perform any further checks.

If a customer classified the message as essential in the MessageIntent parameter, Compliance Toolkit will automatically allow this message to pass without further classification checks.

For messages initially classified by customer as essential in their 10DLC registration, Compliance Toolkit will intelligently determine and verify the classification. If the Compliance Toolkit agrees that the message is essential the message will be allowed to pass. If the Compliance Toolkit determines that the message is non-essential, it will be reclassified and will go through the scenario review process described below.

After message classification, Compliance Toolkit proactively reviews the following scenarios, and if certain predetermined criteria are met, the message will not be sent (although a customer always has the ability to override any determination made by Compliance Toolkit and send the message):

• Messaging Silent Hours - For messages classified as non-essential, Compliance Toolkit will determine recipients’ location and timezone based on the recipient’s area code. Non-essential messages will then be prevented from being sent during Quiet Hours (between 9PM to 8AM local time as determined by area code). In this case you will receive an error code.

• Opt Out: Twilio will check the opt-out database to identify consumers who have opted out through the keywords of STOP, UNSTOP, UNSUBSCRIBE, END, QUIT or CANCEL. If the associated consumer has previously responded to a communication with the appropriate opt-out command and that date is later than the recorded opt-in date, the message will be blocked and you'll recieve an error code. More info here

• Reassigned Number: Ensures phone number is still with original user who opted-in (consented) to communications by automatically tracking & updating customer’s blocklist with reassigned phone numbers to make sure outbound messages destined for recipients with reassigned numbers are prevented from being sent. The process used to confirm this is the same as Twilio’s LookUp product - a search of the FCC database. If the phone number was assigned to a new consumer after the date of the on-record consent (i.e., the new consumer has not consented to the communication), the message will be blocked and you'll recieve an error code.

If you are eligible and interested to enable this feature please get in touch with Twilio Sales to enable this feature on your account.

Once the feature is enabled on your account, no further actions are needed on your part.

We understand that our customers know their end-recipients the best, so you retain at all times the ability to send your messages by overriding the determination made by the Compliance Toolkit feature. You can do so by using:

• Contacts API: This allows you to update location information of their recipients, to determine when non-essential messages can be sent. You can provide details such as contact_id, correlation_id, country_iso_code, and zip_code.

• the Consents API: This allows you to submit or resubmit consent details of opted-in and opted-out recipients based on your latest interaction with the recipient. You can provide details such as contact_id, correlation_id, sender_id, status, and source to manage the opt-in and opt-out status of your contacts.

Error 30610 is displayed in the Twilio error logs and the API response when a SMS delivery is blocked by Compliance Toolkit due to Messaging Silent Hours violations.

Error 21610 is displayed in the Twilio error logs and the API response when an SMS delivery is blocked by Compliance Toolkit due to Opt-Out or Reassigned Phone Number violations.

How is this different from Twilio’s Message Scheduling feature?

Twilio Message Scheduling (within the Engagement Suite) enables users to schedule messages for delivery at a future date and time. Twilio Message Scheduling does not analyze the message type and then prevent non-essential messages from being sent during the relevant window.

Twilio's AI Nutrition Facts provide an overview of the AI feature you're using, so you can better understand how AI is working with your data. The qualities of Compliance Toolkit are outlined in the following Nutrition Facts label. For more information, including the glossary regarding the AI Nutrition Facts label, refer to Twilio's AI Nutrition Facts page.