How it works

Overview

The Supplier Portal is designed to foster alignment between suppliers and Twilio regarding SMS termination services. We request that you audit your routes by detailing their capabilities. Subsequently, we conduct various tests to provide insights into which routes are promising and which require improvement.

Twilio offers daily performance feedback on actively used, full-featured SMS routes. This includes benchmark data on your route’s rate, quality, and volume rank compared to competing suppliers. Our aim is to provide transparency and guidance to questions like, “How can I win more traffic with Twilio?”

Are my routes eligible to receive feedback?

Performance feedback is currently provided to routes that meet the following criteria:

• Full-featured SMS routes

• Get daily volumes 

• Networks without gateway exclusivity or other commercial limitations

If you are uncertain about your route's eligibility, please contact your Twilio account manager for further information.

What are full-featured routes?

Full-featured routes meet all country-specific requirements and offer the highest quality. Twilio prioritizes routes with 100% SMS capability, either direct or one-hop connected, with full feature capabilities. These routes receive the highest attention, are tested more swiftly, and benchmarks are provided exclusively for them. While auditing alternative traffic routes is acceptable, responses may be delayed.

How should I declare other alternative, non-SMS enabled routes? 

To ensure optimal alignment with your messaging use cases, especially when integrating Rich Communication Services (RCS) and other Over-The-Top (OTT) Omni Channels like WhatsApp alongside SMS, it is essential to proactively inform Twilio of these alternative messaging routes. These should be categorized as "other channels" connection types within the designated portal. For best practices, we recommend managing such mixed traffic through a distinct account. Please engage with your Twilio representative for detailed guidance. Non-compliance or failure to coordinate these routes may result in the suspension of routing capabilities for the affected products, indicated as "quarantine" status within the portal.

Why are my routes being tested by Twilio?

By opting in to receive feedback, your routes undergo periodic feature testing. It’s crucial for all full-featured routes to maintain their complete set of features, regardless of rate fluctuations. This ensures we continue to deliver the quality our customers expect. Twilio conducts two sort of tests:

• Capability tests which proofs your audited route working in a declared way 

• Quality tests which evaluates your route performance against others

Quality tests are not performed if capability tests fail. Quality tests might be not done also in case if the price or set of capabilities are not aligned with Twilio routing needs.

Does failing the test remove my route from Twilio routing?

Failing a test does not automatically result in the removal of your active route from Twilio's routing system. The decision to remove a route is made by our team after careful consideration. We prioritize clear communication and will contact you to ensure there is proper alignment and understanding of any issues. Our goal is to collaborate with you to resolve any problems and maintain the integrity of our routing system. In case of systematic issues your route would be moved to a quarantined state to prevent further issues to our customers.

Are there exceptions that I should declare differently?

Certain exceptions, such as Exclusive Gateway (GW) and Sender ID registration routes, require manual intervention by Twilio's operations team. To explore these options, please contact your account manager via email to express your interest. They will guide you through the necessary steps and provide assistance tailored to your specific needs.

When can I expect to receive volume allocations from Twilio?

Twilio evaluates routes by aligning them with the requirements of specific use cases, maintaining quality standards, and ensuring competitive pricing. Successfully passing our tests will include your route in our ongoing evaluations. However, the final decision to utilize a route depends on its performance relative to comparable options in the market.

For any questions or further assistance, please reach out to your account manager or support team. We are here to support you throughout the process.