Your Twilio Health Score for Messaging provides a comprehensive overview of how your messaging performance, and guides you on how to optimize deliverability and engagement. You can use your Twilio Health Score to:
Quickly determine if your performance is on track compared to messaging industry benchmarks.
Prioritize where to take action across five subscores (Sent Rate, Compliance, Fraud, Latency, and Engagement) and the issues most impacting your traffic ("Top Issues").
View personalized recommendations, including the potential impact of improvements and relevant Twilio products that can enhance your traffic.
Set actionable goals, track performance over time, and more easily justify resources investments.
Learn about best practices for optimizing your end customers experience, monitoring compliance and fraud risk, optimizing latency, and more.
The Twilio Health Score for Messaging benchmarks and calculations are defined by analyzing all of Twilio's messaging traffic, which provides you with a comparison to the messaging industry. For example, if your overall score category is Good, this indicates your messaging deliverability is good relative to all of Twilio's messaging traffic.
Your total score is the sum of the five subscores and has a maximum score of 100. TTwilio calculates the five subscores by analyzing errors and issues in your messaging traffic, using thresholds for acceptable issue rates based on best practices and Twilio data. For example, the Sent Rate subscore recognizes that some errors, like occasional error code 30005 when a device is off, are normal. In contrast, the Compliance subscore applies a stricter error rate threshold to set a higher bar for performance. Your score also provides comparison to industry-best-practice benchmarks that can help you optimize elements beyond deliverability. For example, ensuring OTP traffic latency is < 10 seconds, or reducing your compliance risk and promoting message recipient trust by keeping opt out rates below 1%.
For each subscore, the "Top Issues" section shows you the issues with the biggest negative impact to your messaging health. Prioritize taking action on these so you can improve your Score and messaging traffic performance!
The score refreshes daily, and shows a 7-day-aggregated view of your traffic. You can filter your Twilio Health Score by account or subaccount.
Personalized Recommendations
Along with your score, you can view Personalized Recommendations that analyze your messaging data and identify key opportunities for improving deliverability. The feature provides tailored insights, estimates the potential impact of suggested changes, and highlights relevant Twilio products that can enhance your messaging performance. Recommendations are refreshed weekly alongside your Twilio Health Score for Messaing and are accessible through the Messaging Insights dashboard.
Weekly Email Notification
Sign up to receive a weekly email notification of your socre so you can see how your messaging traffic is performing. The email provides your most recent score and a link to Twilio Console Messaging Insights, where you can view your score details.
If you have subaccounts, you can sign up at the parent account level and receive a weekly email. This email will show your main account score and highlight subaccounts with the most significant score changes. You can also receive individual emails for specific subaccounts.
You can find the Twilio Health Score for Messaing notification settings by navigating to Twilio Console > Monitor > Insights > Messages > Overview > Manage Notifications.
Sent Rate
Sent rate measures the error rate for certain configuration and formatting errors, such as invalid destinations, unreachable handsets, missing message body, and mismatch between your From Number and Twilio account. Sent rate compares your rate for these errors against other senders on Twilio, giving you a benchmark to understand how your data quality and messaging setup stack up.
Monitor your sent rate to find opportunities to reduce avoidable errors and improve overall message deliverability.
The following error codes impact the Sent Rate subscore:
63010: Twilio's platform encountered an internal error processing this message.
Any error not listed here and not covered in the other four subscores will also be counted in Sent Rate.
Compliance
Compliance evaluates adherence of your messaging traffic to regulatory, carrier, and platform-specific policies and guidelines. It includes error codes related to spam, registration issues, policy violations, and account restrictions, as well as performance metrics like opt-out rate. Monitor and address compliance-related errors and metrics to improve your Compliance subscore and maintain messaging reliability.
Twilio may reach out to you about compliance issues even if you have a high Compliance subscore.
The following errors and metrics impact the Compliance subscore:
63035: This operation is blocked because the Rich Business Messaging (RBM) agent has not launched and the recipient has not been invited and accepted the invitation to become a tester.
Account and permission issues
21408: Permission to send an SMS or MMS has not been enabled for the region indicated by the To number.
Opt-Out Rate: Percentage of successful outbound messages that received an opt-out response (e.g., "STOP"). A rate under 1% is considered healthy; over 3% may lead to carrier filtering. By default, Twilio automatically handles opt-out keywords like STOP, START, and HELP. To customize keywords or user responses, consider enabling Advanced Opt-Out for Messaging Services, which gives you full control over opt-in/out behavior and messaging
Fraud
A high score is good. It means your messages are free from signs of fraud.
Fraud score measures the rate at which Twilio has identified potential fraudulent messages being sent to your destinations, relative to your total traffic. Monitor and address this error to increase your Fraud subscore, protect your organization, and promote trust and safety of your message recipients.
Twilio may reach out to you about fraud issues even if you have a high Fraud subscore.
The following error codes impact the Fraud subscore:
30450: Message prevented from being sent out because of SMS Pumping Protection (explicitly excluded from Fraud Score).
Latency
Latency measures how efficiently your messages are processed within Twilio and handed off to carriers. This includes errors (e.g., queuing, rate limits, congestion) as well as performance metrics that assess the percentage of your messages meeting best-practice latency benchmarks across different message categories (e.g., OTP, customer care, marketing).
Critical & Time-Sensitive messages: This is the percentage of high-priority messages — like OTPs, fraud alerts, and conversations — that meet the best-practice latency benchmark for this category (under 10 seconds).
Notification & Customer Care messages: This is the percentage of messages, such as delivery notifications and support updates, that meet the best-practice latency benchmark for this category (under 10 minutes).
[10DLC A2P campaign use case] (https://help.twilio.com/articles/1260801844470-List-of-Campaign-Types-and-Use-Case-Types-for-A2P-10DLC-registration) includes:
CUSTOMER_CARE
DELIVERY_NOTIFICATION
HIGHER_EDUCATION
K12_EDUCATION
PUBLIC_SERVICE_ANNOUNCEMENT
Marketing & Announcements messages: This is the percentage of promotional or announcement messages that meet the best-practice latency benchmark for this category (under 2 hours).
Unknown Category messages: This is the percentage of uncategorized messages (such as those sent via toll-free or short codes without an assigned 10DLC A2P campaign use case or MessageIntent that meet the best-practice latency benchmark. Since the category is unknown and could include some Critical & Time-Sensitive messages, we use a 10-second benchmark.
Engagement
Engagement evaluates the performance of message delivery in terms of user interaction and engagement. It encompasses error codes for expired certificates, unverified domains, and link shortening failures, as well as performance metrics like shortened link click rate and OTP conversion rate. By monitoring and addressing engagement-related errors, you can increase your Engagement subscore.
The following error codes impact the Engagement subscore:
30102: TLS certificate for your domain has expired.
30107: Domain private certificate has not been uploaded.
Link shortening failures
30103: Links not shortened due to application failure.
Click to expand the list of performance metrics
Shortened Link Click Rate: Tpercentage of Twilio-shortened links clicked out of all messages using Twilio Link Shortening or categorized as Marketing & Announcements. To track link clicks, enable and configure Twilio Link Shortening.
OTP Conversion Rate: This is the percentage of OTP/2FA messages that result in successful user verification. To track this metric, use Twilio's Verify API or Messaging Feedback Resource.
