Twilio SMS A2P 10DLC and Sub accounts

Question

I have been utilizing Twilio within SAAS application to facilitate SMS communication with our customers, specifically for sharing invoice updates from our web users to their customers. However, I've encountered an issue where messages are currently being blocked.

I am considering an alternative approach and wanted to seek the guidance. Would transitioning to a sub-account strategy, as opposed to continuing with the 10DLC approach, be a suitable solution for my situation?

I appreciate your expertise and any insights you can provide to help me make an informed decision. Thank you for your assistance.

Answer 1

You will need to do 10DLC for each phone number whether in a subaccount or a primary account. If you are an ISV, using subaccounts is recommended. The chart on this page shows the various ISV Types but makes this recommendation:

ISV architecture #1 You use subaccounts for each customer. You will need to collect the required information from customers to fill in the business profile and campaign use case registration forms that make up US A2P 10DLC onboarding.

Information architecture

Each subaccount contains a secondary business profile associated with that customer. Each campaign maps to that secondary business profile and a messaging service within that subaccount. Refer to the diagram for ISVs using subaccounts.

NOTE: We would recommend this as the preferred architecture for A2P 10DLC Brand and Campaign registration. In this architecture, the messaging traffic of each end customer is clearly separated from that of every other end customer. In a case where one of your customers is a bad actor and sends non-compliant messages, Twilio could decide to suspend their account. Having each subaccount mapped to an individual customer allows you to minimize impact when this happens because the noncompliant traffic is isolated. Moreover, separating your customers into subaccounts allows much easier analytics tracking of individual customers’ messaging activity.

However, from what you described, it not clear if you are an ISV or a Direct Brand. Using this chart to Determine Your Customer Type and follow the recommended architecture.