Twilio

Twilio is a customer engagement platform that gives developers building blocks for communication. Its Messaging APIs send and receive SMS, RCS, WhatsApp and other messages, and Twilio also offers voice, email and verification products. Businesses use Twilio to add texting and calling to their own websites, apps and back-office systems.

Developers send messages through Twilio's API and receive replies and delivery updates through webhooks. That makes two-way messaging possible: a customer replies to a reminder, and the reply lands in the business's system.

Registration for business texting

In the United States, application-to-person texting from a standard ten-digit phone number requires A2P 10DLC registration. The business registers its brand and its messaging use case with the carriers, and Twilio handles this through the Regulatory Compliance section of the Twilio Console. Unregistered traffic risks being filtered or blocked.

What a compliant program includes

• A2P 10DLC brand and campaign registration
• Opt-in consent captured and recorded with each number
• HELP and STOP keyword handling
• Message content that matches the registered use case
• Segmented lists so people get relevant messages

Common uses

Appointment and event reminders, RSVP by text, order and service updates, two-way customer conversations and lead notifications to staff are common Twilio uses. Each of these needs the right consent and message type, which is decided before any message is sent.

Twilio fits businesses that want texting inside their own software or CRM rather than in a separate texting app.

Twilio bills per message and per phone number, and carriers add their own fees for registered traffic. Message length and character set affect how many segments a text uses, so templates are worth keeping short and plain.