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Twilio Integration for Texting FAQ's

  • Updated

 

Twilio - US SMS Guidelines: https://www.twilio.com/en-us/guidelines/us/sms
Twilio - Help Center: help.twilio.com
Twilio - SMS Pricing: https://www.twilio.com/en-us/sms/pricing/us
Twilio - A2p 10 DLC Registration - https://pages.twilio.com/10DLC-HelpArticles-WW.html 

 

FAQ's

Who do I reach out to for assistance?  

For any and all assistance with your Twilio Account, please reach out directly to Twilio. 

For assistance with the connecting your upgraded account with intelliAgent, feel free to reach out to Agent Services team at AgentServices@FathomRealty.com.  As this is a third party service, the Agent Services team cannot answer questions regarding your account, regulatory compliance for your account, funding your account, or your specific use case on Twilio. 

 

How do I setup Text Messaging?

How to video for Texting in intelliAgent - Twilio Integration Video

 

Do I need to purchase a virtual number?

No. When you are signing up for your Twilio Account, please select the blue Get Phone Number button on the Twilio dashboard (as shown below).  Next, you will change the number assigned to you via the Virtual Numbers section of your CRM Settings in intelliAgent.

 

 

Phone Number Regulatory FAQ - In the Phone Number Regulatory FAQ, find comprehensive answers to common inquiries regarding Twilio's adherence to global phone number regulations, ensuring users have a clear understanding of compliance requirements for seamless communication experiences.

 

What are the costs associated with Twilio CRM integrations?

 

What does SMS and MMS Stand For? 

SMS stands for Short Message Service, and MMS stands for Multimedia Messaging Service. These are both messaging services used on mobile phones:

  1. SMS (Short Message Service):

    • SMS is a basic text messaging service that allows you to send short text messages to other mobile phones. It's commonly used for sending brief messages, like text reminders, updates, or simple conversations. SMS messages are limited to 160 characters per message.

  2. MMS (Multimedia Messaging Service):

    • MMS, on the other hand, goes beyond simple text. It allows you to send multimedia content such as pictures, videos, audio clips, and longer text messages. MMS enhances your messaging experience by enabling you to share richer and more diverse media with your contacts.

Are SMS/MMS rates determined by Fathom? 

Fathom does not establish SMS/MMS rates; they are set by Twilio.  Please refer to Twilio's pricing information for details on messaging costs.

 

What occurs if I don't enable auto-recharge and my balance is depleted?

Without auto-recharge, your services will be interrupted if your balance runs out, so it's essential to monitor and maintain a sufficient balance to ensure continuous functionality.

 

Are SMS/MMS rates determined by Fathom? 

Fathom does not establish SMS/MMS rates; they are set by Twilio. Refer to Twilio's pricing information for details on messaging costs.

 

If I change a virtual number in iA, does it automatically update in Twilio? 

Any changes made to a virtual number in iA will be automatically reflected in Twilio, ensuring seamless synchronization between the two platforms.

 

What is A2P 10DLC and what are the requirements?

Q: What is A2P 10DLC?

A2P 10DLC, or Application-to-Person 10 Digit Long Code, is a messaging framework used for sending Application-to-Person (A2P) messages via local 10-digit phone numbers. It provides businesses and individuals with a reliable and cost-effective way to engage with their audience through messaging.  

NOTE: After August 31, 2023, unregistered numbers will be subject to a full block on US-bound messages. These messages will be blocked with a new ‘30034’ error. Checking the delivery status of your messages for the presence of this error code is also an indication that your number is not associated with a registered Campaign

Q: What are the requirements for A2P 10DLC?

To use A2P 10DLC, businesses and individuals need to adhere to specific requirements. These requirements are designed to ensure the proper use of messaging services and maintain a positive user experience. The key requirements include:

Registration and Branding: Registering your brand and campaigns with the appropriate carrier for A2P 10DLC messaging is essential. Provide details about your brand and the intended use of messaging services.

Use of Trust Score: Carriers assign a Trust Score based on adherence to messaging guidelines. Maintaining a good Trust Score is crucial for reliable message delivery.

Message Content Guidelines: Messages sent through A2P 10DLC must comply with content guidelines set by carriers. This includes avoiding spam, explicit content, and other prohibited content types.

Opt-In Consent: Ensure that recipients have opted in to receive messages. This helps in delivering messages to engaged and interested audiences.

Throughput and Compliance: Adhere to throughput limits and comply with carrier-specific guidelines for consistent and reliable message delivery.

Use of A2P 10DLC for Business Purposes: A2P 10DLC should be used for legitimate business purposes, and messaging should align with the registered brand and campaign details.

Q: How can businesses and individuals ensure compliance with A2P 10DLC requirements?

To ensure compliance, carefully review and follow the guidelines provided by carriers. Regularly monitor and update campaigns, obtain proper opt-in consent, and maintain a positive sender reputation. For more detailed information and updates, refer to the official documentation provided by carriers and messaging service providers.

Note: The information provided here is a general overview, and businesses or individuals should refer to the specific guidelines and documentation provided by their chosen messaging service provider for accurate and up-to-date details.

For more details about Twilio and adhering to A2P 10DLC regulations, please click here - Twilio FAQ on A2P 10DLC

How do I check that I have completed US A2P 10DLC Registration? 

To manually check individual numbers, follow these steps in the Twilio console:

  • Navigate to your Active Numbers page
    • Click Phone Numbers in the left side menu within Twilio
    • Click Manage
    • Click Active Numbers
  • Identify which Twilio numbers are associated with a Messaging Service. If your US number is not in a Messaging Service, it is not registered.
  • In each Messaging Service, click the "A2P & Compliance" tab to verify the Service has a registered campaign attached. A Messaging Service with a successfully registered Campaign will show green checkmarks next to each registration step and a Campaign Use Case status of "Verified."

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