Non-US Basic Branded Calling
Display your business name on recipients' mobile phones when they receive your call. This helps your customers identify your calls and increases the likelihood that they will answer.
Public beta
Non-US Basic Branded Calling is available as a public beta product, and the information contained in this document is subject to change. This means that some features aren't yet implemented and others may be changed before the product is declared as generally available. Public beta products aren't covered by the Twilio Support Terms or Twilio Service Level Agreement (SLA).
Compliance notice
The Non-US Branded Calling service is intended to improve the customer experience in the countries listed below, and not for compliance purposes in those countries. You should consult with your legal counsel for guidance regarding whether your use of the service is compliant with applicable law and consistent with industry standards.
Non-US Basic Branded Calling supports the following countries:
- Canada
- Germany
- United Kingdom
Note: Branded Calling is available in the United Kingdom, but branding reach is limited for the financial, utilities, and government sectors.
Samsung devices include a "Smart Call" feature that displays your business name regardless of the recipient's mobile network. Depending on the region, this feature is either enabled by default or must be enabled manually.
Non-US Basic Branded Calling is available to both direct Twilio customers and Independent Software Vendors (ISVs). If you need assistance with the Branded Calling registration process, contact your Twilio account manager.
To use Branded Calling, you must meet the following requirements:
- You have legal authority to use the Branded Calling display name.
- You must comply with all requirements detailed in the Twilio Terms of Service (or other agreement governing your use of Twilio's services), including the obligation to use Branded Calling in compliance with applicable laws, regulations, and industry standards, and otherwise in accordance with the Twilio Acceptable Use Policy.
Before you begin, you must complete the following tasks:
- Purchase one or more Twilio phone numbers.
- Prepare your display name
- Collect your business information:
- Company name
- Type
- Address
- Website URL
- Company Privacy URL
- Registration authority
- Registration number
- Brand contact information
- Trade name, if not the same as company name
- Employee count
- Call purpose explanation
- Use case description
- Average calls per day
- Download the LOA template and obtain a signed LOA.
Note: Twilio recommends creating a Business Profile to provide information about your business. If you don't have a Business Profile, you can manually enter your business information during the Branded Calling registration process.
In the Twilio Console, go to Trust Hub > Registrations, click Create registration and select Branded calling.
In the legacy console, on the Branded Calling Trust Product page, click Register branded calling and follow the instructions.
The registration process includes the following steps:
- Select the country where you want to enable Branded Calling.
- Choose your use case and an approved Business Profile. If you don't have a Business Profile, enter your business information.
- (Optional) Assign phone numbers.
- Provide business-related information, including brand contact details, use case description, and display details.
- Download and sign the Letter of Authorization (LOA), which gives Twilio permission to obtain consent to use your brand name in outbound calls.
- Submit your Branded Calling bundle by accepting Twilio's terms of service.
Note: Assigning phone numbers is optional during the registration process. You can assign phone numbers after your submission is approved.
Private Beta
The Compliance API is available as private beta. To request access, contact your account manager.
If you're an ISV, you can onboard your customers to Branded Calling by using the Compliance API.
When you register your brand, keep the following in mind:
- A Branded Calling bundle is associated with one display name and one or more phone numbers.
- A phone number can be associated with only one Branded Calling bundle.
- You must create a new Branded Calling bundle for each display name you want to register.
- Maximum 32 characters
- Must be related to your business name
- Must not contain Personally Identifiable Information (PII)
- Must not contain web links
- Letters and numbers only
For more information, see the Branded Calling FAQ.
When you register your brand, Twilio reviews your submission to make sure it meets all requirements. The review process can take up to seven days.
You can manage your Branded Calling bundle in the Twilio Console.
- In the Twilio Console, on the Trust Hub Compliance registrations page, select your Branded Calling registration.
- Select the Branded Calling bundle you want to update.
- Click the Assigned phone numbers tab.
- Click Add phone numbers, select the phone numbers you want to add, and click Save.
Twilio reviews the new assigned phone numbers before adding them to the Branded Calling bundle. This can take 24 to 48 hours.
Note: After you assign a phone number to an approved bundle, the branded information can take up to two hours to appear on recipients' mobile devices.
Info
It can take 24 to 48 hours for the carrier to fully remove the branded display name from their system.
- On the Branded Calling Trust Product page in Twilio Console (or the legacy Console), click Branded Calling.
- Select a Branded Calling bundle you want to update.
- Click the Assigned phone numbers tab.
- Select the phone numbers you want to remove, and click Unassign.
The phone numbers will no longer be associated with the Branded Calling bundle and won't display the branded display name.