Twilio Onboarding Guide (Part 2)

When it comes to SMS messaging, compliance is key! Learn more about the requirements of A2P here. This is a recent requirement for messaging platforms and a critical step in ensuring message deliverability and protecting customers from spam. 

Next, we’ll walk through the final steps in getting started with Twilio. We’ve provided direct links within your Twilio console when relevant in case you need to pick up where you leave off at any point.  

Step 4: Enable advanced opt out

1. Go to Messages > Services (Direct link)
2. Click on the Name of the Messaging Service you created (e.g. Sawyer Messaging).

3. This will take you to the Properties Screen for your selected Messaging Service. 

4. Click on Opt Out Management (found at the bottom of the left-hand side menu).

5. Click on the blue CTA Enable Advanced Opt Out in the top right corner of the screen.
   • The page will reload and the word Enabled will appear next to the page title.

Step 5: Register for A2P

A2P registration does require one-time brand and campaign registration as well as monthly recurring campaign fees based on your business type and set up. To learn more about pricing for Twilio and associated fees, click here.

1. Using the left navigation menu on the Twilio console, go to Develop > Messaging > Regulatory Compliance > A2P 10DLC Overview (Direct link)
   • Click the blue Register for A2P Button to open the Get Started screen.

2. Select your business type by clicking the Register button below your selection:
   • If you are classified as a sole proprietor for tax purposes, you may select Sole Proprietor.
   • If you have an EIN or Business Registration ID, you should select Low Volume Standard or Standard. 
   • How to determine low volume or standard volume will depend on your expected volume of messages sent per day. 
3. Complete the necessary business information in the proceeding steps to register your business (and brand) for A2P.
   • You’ll see your progress when viewing the Twilio navigation toolbar on the left side of the registration screen. After each step click Continue.

• • • • • Determine Profile Needs

• • • • US EIN (Tax ID) (or fill out fields for Sole Priorietor depending on your business type selection when registering) 

• • • Business Details

• • • Business Address

• • • Contact Information

• • • Review and Submit: Review the information you’ve provided and click Complete Registration.

4. Once you’ve finalized your customer profile, you’ll be able to move on to complete the information to register your brand.

1. • Please note: Brand registration may take up to 7 days to process. We recommend that you check regularly as it may take less time for your account.
   • Once your brand is registered, you’ll be able to set up your campaign registration. 

• If your brand registration does not complete within several minutes, you can see the updated information by navigating back to the A2P Overview page or  Develop > Messaging > Regulatory Compliance > Brands (Direct link)
  • Note the Brand Status may say In Progress
  • Once your brand has been approved, you will be able to see the Brand Status say Registered

5. Upon completion of your brand registration, register your campaign by going to Develop > Messaging > Regulatory Compliance > Campaigns (Direct link)

6. Click on Register a Campaign

7. Complete the information on the Create New A2P Campaign page as follows (*anything written in red text should be replaced with your business details:

• • Available A2P Campaign Use Cases: Select your option from the drop-down menu. This should match what you selected earlier. For example, Low Volume Mixed.
  • Messaging Service: Click the circle next to Select Existing Messaging Service and choose the messaging service that you created in Twilio. 
  • Campaign Description:

"SMS Messages are sent by [Provider Name] to existing customers who are opted in. Customers can opt-in during the signup process on the Sawyer platform embedded on our website. The campaign is intended to give updates and reminders to students for their upcoming classes in person or online to ensure they arrive at the location and time for which they are registered. Customer information is securely managed through the Sawyer platform, and PII is not shared with third parties."

Sample Messages: you’ll want to adjust/customize the highlighted part to outline an example that you might use the SMS messages in Sawyer for such as class reminders, communication about a class, or important details about a theme or program.

Sample Message 1: "[Parents don’t forget that tomorrow is Theme Day at Play & Paint and little ones will need to wear their smocks.] Reply ‘’STOP’' to opt out."

Sample Message 2: "[We’re cancelling today’s class due to the inclement weather. We’ll be in touch to reschedule at a later date.] Reply ‘’STOP’' to opt out." 

• • Message Contents: Select the appropriate checkboxes for message content based on the use case for what the SMS message(s) is intended for. 
    • Messages will include embedded links.
    • Messages will include phone numbers.

• End-User Consent Information. If using Sawyer’s SMS integration, please reference the following information on how users (i.e. customers) will be able to opt in and out of SMS messages. You can copy and paste the below - remember to customize the sections in red.
  • • [Provider Name] uses a platform/solution called Sawyer (www.hisawyer.com/for-business) for its eCommerce and account management capabilities. Sawyer is a secure platform and customer information/PII is not shared with any 3rd parties. Customers/end users create their accounts on this platform, and during the signup process, they have the ability to opt in to receiving messages. My website embeds the Sawyer Platform and can be accessed on one of the location pages (e.g. [Add in a specific website url with Sawyer widget or registration link for customers]). From there, the customer can click “More Info” then “Register” to sign up for an account. The links to the platform’s Terms of Use (https://www.hisawyer.com/terms) and Privacy Policy (https://www.hisawyer.com/privacy) are accepted when the end user is signing up. This signup page can also be accessed at this URL: https://www.hisawyer.com/[provider widget slug]/auth/sign-up. Additionally, end users can opt in by going to www.hisawyer.com and providing their phone number in their “My Account” section of the website (Image: https://drive.google.com/file/d/1Lsaaty7CUA73ghkcI4j9D4PzAgj8rGsN/view?usp=drive_link). They will then be able to manage their Opt In/Out through the notification preferences section (Image: https://drive.google.com/file/d/1vz-yOG1rr2jAmSzR-j3t6wpmTBXfv8Us/view?usp=drive_link). If end users message “stop” to any message, they will be opted out of receiving messages but can re-opt in (by sending one of Twilio’s opt in keywords) Twilio’s advanced Opt in settings. If end users opt out of SMS messages through the website, they can re-enable through the same messaging notification preferences section by re-checking the checkbox for SMS permissions. The end user/customer may be contacted via SMS only if opted-in.

• Opt-in Keywords: If Advanced Opt Out (Step 4 of A2P Compliance) was selected when the Messaging Service was created, then you can use the following values for Opt-in Keywords
  • “Start” 
  • “Yes”
  • “Unstop”
• Opt-in Message: If Advanced Opt Out was selected when the Messaging Service was created, then you can use the following values for Opt-in Message
  • “You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data rates may apply.”
• Once you have entered information for the campaign, click Create.
• Confirm that you accept the charge and steps for the campaign vetting.

8. After confirming the campaign registration, you will be able to see a summary of the information entered. The status of the page will show “A2P Campaign registration in progress…” and that the Campaign Status is In progress.

9. While the campaign is being vetted, you will be able to register the phone numbers associated with the campaign. To do so, click on the Register Phone Numbers link on the left side toolbar.

10. Select the phone number(s) you will be using and click Register.

11. Once you’ve clicked Register, you will see a confirmation modal.

12. Once you have completed these steps, registration is completed. Upon successful verification of your A2P campaign, you will be able to send messages in Sawyer. Need to know how to check when you are officially registered and approved for A2P? Bookmark this link for easy access.

You did it! You’re now on your way to getting approved and starting your integration with Sawyer. While you wait, we recommend reviewing how to manage your account in Twilio.