LC Phone System

There are many cases where we want to use our own phone number as caller ID. So, this article will help you to go through the step-by-step process. How to Set Up Verified Caller ID (Use your own number for voice calls)

Step 1: At the top left, click here to switch to the account where you want to set up verified caller ID.
Click on the Click here to switch option and search for the account where you want to set up verified caller ID. Then, click on the account.

Step 2: Once you are in the account, click on Settings.

Step 3: Click on Phone Numbers.

Step 4: Click on Add Verified Caller ID under Add Number Tab.

Step 5: Verify your own phone number as New Caller ID.

Enter your own phone number and click on Verify Number.

After clicking verify number, you will get a pop-up with a verification code and a call to your phone number for verification. You will be asked to enter the verification code. Please answer the call and enter the provided verification code to proceed. Once this is done, your number will be verified and added under the verified caller ID tab.

Step 6: Select the Twilio Number under Phone Number Tab for which you want to use your phone number as caller ID.

Click on three dots for the Twilio Phone Number under Phone Number Tab for which you want to use your phone number as caller ID.

Click on Edit Configuration Option.

Select Use your Verified Number as caller ID for outbound calls option and choose the verified caller number and save it. Once this setting is enabled, now you can use your own phone number as caller ID for making calls.

Please Note

Due to local regulations on domestic calls in India, effective from August 1, 2024, calls placed from +91 caller ID to +91 destination will not work.

Understanding how to purchase a phone number is important for your business operations. This article will help you through the step-by-step process. How to Purchase a Phone Number in Your Account for your business.

Step 1: At the top left, click here to switch to the account where you want to purchase a phone number
Click on the Click here to switch option and search for the account where you want to purchase a phone number. Then, click on the account.

Step 2: Once you are in the account, click on Settings

Step 3: Click on Phone Numbers

Step 4: Click on Add Phone Number Under Add Number Tab

Step 5: Select the Country for which you want to buy the number.

Here's a list of countries supported by Native Phone System/Twilio:

Twilio phone number availability and their capabilities
If the country you want is on the list but not visible within the system, you can buy the number through the Twilio console for the location. (**ONLY applicable to users who have integrated Twilio as the default telephone provider)
A regulatory bundle/Address is required if your account resides outside the USA or Canada.

Also, you can use the filter option as well to search your desirable numbers based on first or last digit numbers.

Please Note:

Regulatory Bundles/Address are an industry-standard practice, not a requirement specific to the software.

If your account is outside of the USA and Canada, we highly recommend that you complete the regulatory bundle/address registration for the best telephone experience.

Step 6: Select the number of your choice and then click on Proceed to Buy Button in order to buy the number.
Once the number is selected, click on the Proceed to Buy Button. This will buy the selected phone number for you, and the phone number will be added under the phone number tab.

Introducing call transcriptions for recorded calls. With call transcriptions, users can now maintain accurate records of all conversations, aiding in documentation and compliance requirements.

Automatic Transcriptions:
Transcriptions will be automatically generated for all outbound and inbound recorded calls, saving you time and effort.

Easy Activation:
Location administrators can enable call transcription conveniently under advanced settings in the voice calls tab, streamlining the setup process.

Enhanced Visibility:
Transcriptions will be seamlessly integrated into the conversation page, providing easy access and reference to call content.

How will this help?
Efficient Documentation:
With automatic transcriptions, you can maintain accurate records of all conversations without manual effort, improving documentation and compliance.

Convenient Review:
Easily review call content without the need to listen to entire recordings, enhancing accessibility and efficiency.

How It Works:
Navigate to the Settings > Phone Numbers
Go to Advanced Settings > Voice Calls
Enable Call Transcription

If you have built an A2P communications solution, you will be familiar with Know Your Customer (KYC) data. Originating from the banking industry, KYC is essentially customer information that is required to identify and verify an individual or business is who they say they are and commonly consists of name, address, and date of birth for individuals and company name, registered address, business verification documents, etc. for businesses. Over the past decade, carriers and regulators around the world have been working hard to create a more trusted and verified messaging and voice ecosystem for businesses to engage with consumers to protect consumers from spam, fraud, and bad actors.

The first step the global communications industry is taking to protect consumers is requiring businesses and organizations to submit their KYC information and become verified by the local authorities before they can begin texting or calling their customers. Currently, not all countries require KYC information, but as the communications industry evolves it is becoming more common.

KYC Requirements in the United Kingdom

Given the rise in scam and fraud over the last few years, the UK regulator issued updated Know Your Customer (KYC) guidelines.

These new requirements will be put in place to protect consumers from fraud, spam, and bad actors by requiring businesses to submit and verify their businesses.

Here are the timelines to note: Starting May 27, 2024, all new Long Codes purchases will require an approved Regulatory Compliance (RC) bundle before buying.
Starting July 30, 2024, SMS sent from International Long Codes to the UK will be blocked.
Starting September 30, 2024, all new and existing UK long codes must be connected to an approved UK RC bundle to be able to send messages or make voice calls.

This regulation is only applicable for the UK Long Codes which include local, national, mobile, and toll-free phone numbers.

What KYC information will be required for businesses in the UK?

Individual: Local or National

Individual: Mobile or Toll Free

Business: Local or National

Business: Mobile or Toll Free

What you need to do?

Follow these steps if you're a console user:

1. Prepare for the change in requirements and start collecting the required information and documents on your end.

2. Start submitting the KYC information through the platform.

3. Once you submit the RC bundles, the platform will review the details and approve or reject the bundles.

4. If your bundle is rejected, the platform will share the reject reason; please understand the reason and resubmit with the appropriate information and get your bundle approved.

5. If you have any new UK long code purchases coming up after May 27, 2024, please get your RC bundle approved proactively to avoid disruption to your services.

6. After May 27, 2024, if you buy a new UK long code, you will be required to connect an approved bundle before buying.

7. All UK long codes which were purchased before May 27, 2024, will need to be attached to an approved RC bundle by September 30, 2024, to avoid service interruptions; we would encourage you to proactively connect all your long codes to approved RC bundles after May 27, 2024.

Frequently Asked Questions:

Will there be any fees for registering my UK long codes?
No, there are no fees to register UK long codes.

I am an individual customer, and I don’t have the required identity or address document; what do I do?
Unfortunately, you will not be able to use the platform's UK long codes without proper documentation.

I am a business customer, and I don’t have the company documents; what do I do?
If your business is registered in the UK house register, then you don’t need to upload your documentation; just provide the information which we will verify. If you are not registered in the UK, then please reach out to us.

What do you mean by emergency address?
Physical address of the actual user of the platform Phone Number where emergency services can send help in case of an emergency.

My business is not registered in the UK; which long codes am I eligible to use?
You should use UK Mobile or UK Toll-Free numbers.

My business is not registered; what do I do?
We encourage you to register your business.

I have multiple RC bundles and many numbers; what logic should I use to assign phone numbers to RC bundles?
You should not have duplicate RC bundles; each RC bundle should have unique details. Assign the RC bundles to the Phone number that align with the bundle details. Ex: a phone number used from the London office, so the appropriate RC bundle should be assigned.

What happens to my messaging or voice solutions if I do not submit my KYC information?
Unfortunately, platform customers will not be able to buy new UK Long codes without an approved UK RC bundle after May 27, 2024. Existing numbers purchased before May 27, which do not have a KYC bundle by September 30, will have all traffic blocked.

Are the Ofcom regulatory guidelines open to the public?
Absolutely, Ofcom released the guidelines to the public on November 15, 2022. You can access them by clicking on this link.

Opt-In Information Provided
Review the following tips with the client and implement any missing or incorrect information.

Live Site
A live and operational website is a requirement for registration. The site must have a place for a contact to opt-in to receiving messages from you. See below for what should be included in this opt-in flow.

Site Footer
The website is required to have Terms of Service (also called Terms of Use) and Privacy Policy links to the footer of all pages including the home page.

Opt-In Form

Contacts must fill out an opt-in form. This form must include:

• An opt-in checkbox for Terms & Conditions and Privacy Policy with links to both your Terms & Conditions and Privacy Policy.

• An opt-in checkbox to be messaged by your business to the number given.

• Direction on how the contact can opt-out.

The form can be for account creation, appointment scheduling, newsletter sign-up, or anything else related to your company. What matters is that contacts are presented with a clear way to opt-in to receive messages from your business.

Example Verbiage for Checkbox for consent to message and Terms of Service and Privacy Policy opt-in:

✅ I agree to Terms of Service and Privacy Policy provided by the platform.

✅ I agree to receive marketing messaging from COMPANY_NAME at the phone number provided above. I understand I will receive 2 messages a month, data rates may apply, reply STOP to opt out.

Be sure to replace “the platform” with your Business Name.

Be sure you hyperlink your Terms and Conditions and Privacy Policy.

Add an Optional Promotional Checkbox to Opt-In Form

If you desire to send them additional news, feature updates, discounts, offers, or other unrelated promotional offers, add an OPTIONAL (not required) check box. If you will not be sending them promotional offers, then you do not have to include this.

Example Verbiage for Additional Checkbox:

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Copy code

   ✅ “I want to receive news, feature updates, discounts, and offers from the platform.”

    *Be sure to replace “the platform” with your Business Name.*

Forbidden Use Cases
Some businesses will not be able to register for a campaign as they may not be allowed to send SMS or MMS in compliance with new texting laws. For example, a Cannabis Company will not be approved for a campaign SMS/MMS for A2P in the United States.

If a company falls into one of these categories or use cases, they are unable to register a campaign.

Forbidden Use Case Categories Include:

• High-risk financial services

• Third-party lead generation services

• Debt collection or forgiveness

• "Get rich quick" schemes

• Gambling

• Illegal substances

• "S.H.A.F.T." use cases (Sex, Hate, Alcohol, Firearms, and Tobacco)

Not Updating Examples Provided

The platform provides examples during the registration process. Please note that not updating the placeholder information will result in a failure. Be sure to review each message in detail and add YOUR business phone number, website links, business name, etc. The information should be an exact example, with your business information, being sent to a customer.

In-Accurate Company Information
Incorrect business information will lead to a rejection. For example, if the name of your company on your CP 575 is different from the name provided on the A2P registration.

Authorized Representative
The authorized representative must be linked to a valid personal cell phone number. A Google Voice Number or similar VoIP number is not allowed.

Be sure to take the time to review your information in detail, updating any inaccuracies.

Broken/Inactive Links
Provided examples of opt-ins, websites, Terms and Conditions, Privacy Policy, need to be working, and active links. If examples result in a 404 error, it will cause your submission to be rejected. Links provided need to be to your website and not that of another company.

Test each of your links to ensure they are fully functional and do not result in an error.

FAQs
Where can I get my own Privacy Policy or Terms and Conditions?
It is always our recommendation to seek legal counsel by hiring a lawyer to write your legal documentation. Many of our customers have also sought out templates and other services like Termly, Rocket Lawyer, or Termsfeed to generate them. Others ask ChatGPT to create one for them. Again, hiring a lawyer is the only way to ensure proper compliance when creating Terms and Conditions as well as a Privacy Policy.

How do I Use the “T & C” Form Element?
The funnel and website builders include a “T & C” Form element that can be used to link your terms and service and/or privacy policy.

You can edit the terms and conditions link by selecting the text and then clicking the three vertical dots in the editor and selecting the edit link icon.

Note: Opt-in consent message and checkbox must be separated from the T&C/Privacy Policy consent and checkbox.

How do I create a custom field checkbox for Opt-Ins?
A custom field checkbox can be added to a form or survey. When adding this element, click “Custom Fields” and then create a new field. Select “Checkbox,” add your verbiage, then save. If you need to edit the content of this checkbox, you will need to navigate to your account settings > Custom Fields > Search and find the custom field > edit.

What is a CP 575?
A CP 575 is the official document sent to you from the IRS. When submitting your A2P brand registration, be sure the company name is identical to what is on the letter. Do not use any DBA or leave off any commas. These names in the CP 575 may also include ‘LLC’ which would also need to be included in the A2P brand registration.

If you do not have a CP 575, request one from the IRS or register a Toll-Free Number or your A2P as a Sole Proprietor.

Comprehensive Metrics:
Monitor sent, delivered, undelivered, and error rates

Advanced Filtering:
Utilize filters like campaign, workflow, and bulk request along with date filters to drill down into your data.

Detailed Reports:
Access detailed message reports for each status, with the ability to navigate directly to the conversation page for full context.

SMS Limit
Set and monitor SMS sending limits for your account. View current limits and track how often these limits are reached.
Navigate to Settings > Labs
Select SMS Limit > Enable

Voicemail & Missed Call Textback Settings
Upload custom voicemail greetings and set up incoming call timeouts to better manage caller experiences.
Navigate to Settings > Labs
Select Voicemail & Missed Call Textback > Enable

LC - Phone acts as a Telephony service provider, which has Incredible Deliverability, Error Monitoring, and Better Compliance and is much more affordable when compared to any of the Telephony service providers.

Why was this feature built?
We have developed a Phone ISV product (aka LC - Phone System) to stop the need for users to sign up for Twilio and integrate it into the platform.

In the past, when a user signed up for the platform, they had to sign up for Twilio and integrate it into the platform. Managing this requires relatively advanced knowledge, and not all users are comfortable doing it themselves. Like any other SaaS platform, the ideal solution is to have SMS/Call work out of the box because that's how users expect a matured SaaS platform to work. Historically, configuring Twilio has been a major challenge for new users regarding getting up and running. With LC - Phone, sending & receiving SMS/calls will work right out of the box.

Why switch to LC - Phone System?
Out of the box with one click. Read More.
Increased security with Ramp ups and real-time error monitoring. Read More.
Increase delivery rate with in-app features [Opt-out and SenderID addition, DND based on Error rates] Read More.
Better Cost with real-time billing [Quick realization of money].

Reduces friction to manage different platforms; most of the features are available in-app.

LC - Phone Pricing
Pricing is exactly the same as Twilio, with a 10% discount on select categories. As there are a lot of product categories, you can find the major categories' pricing here.

Instead of paying Twilio, users will be charged using the payment method in the billing tab.

The charges are outlined in the account settings. You will be able to download the transaction logs from the account settings page to analyze further:

You can go to account settings -> billing tab to look at your overall usage.

You can also see detailed transactions by clicking on the See Details > link.

On this screen, you will see usage from all of your locations combined. You can use the export button for internal audits. Learn more about how to analyze your spending on LC Communications.

For each location's usage, once you are in the location Settings, go to Phone numbers > Usage Summary.

How Does This Impact Affiliates?
LC - Phone eliminates one of the two major hurdles to getting up and running with the platform, which means your new affiliates will be much more likely to find success and stick. Next up, LC - Email.

FAQ

How do I migrate my account and additional accounts over to LC - Phone?
Follow the simple steps to move to LC - Phone System.

Will Telephony rebilling work with LC - Phone System?
Absolutely! All users on the Pro Plan will continue to have the ability to re-bill telephony usage while using LC - Phone or a connected third-party telephony system. With the lower cost of LC - Phone System, there's even more margin for your account!

My Clients require regulatory bundle verification; will it be available inside LC - Phone?
We support regulatory bundles; learn more here.

In which countries is the ISV available?
Twilio ISV / LC - Phone system is available for all countries. We support regulatory bundles; learn more here.

What are the costs of ISV vs. Twilio?
LC - Phone system costs should be the same as Twilio. Learn more here.

Do you support SHAKEN/STIR registrations?
Yes, we support SHAKEN/STIR. Register for SHAKEN/STIR to avoid the call being marked as SPAM. After submitting their Business Profile, account and additional account admins can register for SHAKEN/STIR. This is a free-of-cost service.

How to Register your numbers with SHAKEN/STIR

Do you support CNAM registrations?
We do not support CNAM registrations, but we plan to support them by Q4'23.

Is Twilio number validation still available for ISV?
Yes, go to the additional account settings -> Business Info -> General.

Do you support IVR/studio flow if we move to Lead Connector?
We do not support IVR or any custom flows built within Twilio Studio. Please vote for this on the idea list here.

Is the LC Phone system HIPAA compliant?
We have a signed BAA with Twilio for HIPAA compliance. As long as you have our HIPAA compliance package, you should be good to go!

If a client switches from Twilio to LC, will call recordings for additional accounts be lost?
Please note that the prompt before switching states, “Call recordings might get lost,” but rest assured that the recordings will still be archived in your Twilio account. The call recordings will not transfer over. However, the recordings will remain available in the customer’s Twilio account. They can be manually downloaded from Twilio for safekeeping if necessary.

Automated Regulatory Bundle and Address creation:

Introduced a new optimized flow for Regulatory Bundle/Address creation and management.

Regulatory Bundle/Address in the Phone Numbers Page at your account level (only visible to accounts who are on LC Phone), this will be visible to the platform and your account admins.

The platform and your account will be able to create the bundle/address from our UI and directly submit it to the Telephony partner without any wait time.

With this, they will also have the capability to save them in draft, delete them, and re-submit them in case of failure. Failure reasons will also be shown on the UI to make it easier for them to re-submit.

Step 1. Head into your account > Click Settings (bottom left menu) > Phone numbers > Regulatory Bundle/Address

Step 2. On the top right, click on Create to create a regulatory bundle/address for your account:

Regulatory Bundle and Address List View: The platform and locations users will be able to view the list of all the bundles and addresses that are submitted and their current status too.

Step 3. Once all the information is submitted, we will coordinate and get the regulatory bundle approved.

Something went wrong. Please check your Twilio account credentials and message support if this persists.

Failed to retrieve Phone Numbers - Please refresh the page to attempt fetching the phone numbers again.

Lead Connector returned Unauthorized.

Please copy the following template, fill out the answers, attach the screenshots, and initiate a ticket with our support so we could create a ticket with Twilio support to unsuspend the account for you:

1. Share the first text message in the workflow once your leads opt-in:

2. Please provide the Web URL address where your leads opt in.

3. Share the first text message in the workflow once your leads opt-in: After you set up your workflow/campaign with the first message compliant according to the guidelines below.

For example:

David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then! If anything changes, just let me know. If you need to opt out, reply STOP.

Examples of message violations:

1. Hello, my name is Crystelle, and I'm seeking to buy a few houses in the area. If you're interested, I'd like to make you an offer on 984 Michael Cv. Is there a price range at which you'd consider selling?

2. Hello Zina. Do you own of1768 Woodtree Cir? Really wanna talk about it if you have time.

3. Hey, this is Karan from the XXXXXXX Center. If you didn't finish signing up to get your Allowance Card, give us a call back ASAP: (800) 000-0000.

4. KATE, it's Daniel. You can get up to $30K/person who worked during COVID. Let me help you in 2023. YES for info.

5. Hey Shubham, it's Shivam. Let's start 2023 by claiming your XXXXX (up to $26K/person). Interested? YES for more information!

6. Last chance to receive January $5 coupon by joining XXXXXXX Salon Club by the end of the year 2022! Link

7. Please provide the Web URL address around your data collection methods: Provide the URL of the webpage where customers share their contact details and consent to receive SMS messaging from the business. The URL must direct us to the page that contains the opt-in form so we can confirm how the company gathers consent for SMS communication. The website URL, terms and conditions, and privacy page should show the business name to be consistent.

This is the point at which you collect consumer data, and the consumer consents to receiving SMS messaging which should include the following:

• Program name and/or a description of the messages that will be sent

• Organization or individual being represented in the initial message

• Fee disclosure (e.g., "Message and data rates may apply")

• Service delivery frequency or recurring messages disclosure (e.g., "4 messages per month", "Message frequency varies", "1 message per login", etc.)

• Customer care information (typically "Text HELP for help" or Help at XXX-XXX-XXXX) - not required for single message programs (i.e., 2FA)

• Opt-out instructions (typically "Text STOP to cancel") - not required for single message programs (i.e., 2FA)

• Link to Privacy Policy describing how end-user opt-in information will be used

• Link to Terms and Conditions describing terms of service

• Incorporate an optional checkbox that end-users must select to receive SMS messaging. The checkbox cannot be pre-selected. The checkbox provides the end-user the ability to agree or not agree to receive SMS messaging.

For the web form: Show a checkbox to ensure the lead gives consent when filling out the form.

It needs to be an optional checkbox for message consent.

Opt-in consent message and checkbox must be separated from the T&C/Privacy Policy consent and checkbox.

For the checkbox consent, you need to include the bolded part like the type of messaging you are sending, frequency, and how to opt out e.g.:

I agree to receive marketing messaging from COMPANY_NAME at the phone number provided above. I understand I will receive 2 messages a month, data rates may apply, Text HELP to 800-000-0000 for assistance, reply STOP to opt out.

Example:

For the terms and Conditions page:

In the terms and conditions, add these six bullet points.

Enclosed is a copy of the boilerplate terms of service covering minimum requirements from the carriers:

• {Program Name}

• {Insert program description here; a brief description of the types of messages users can expect upon opting in.}

• You can cancel the SMS service at any time. Simply text "STOP" to the shortcode. Upon sending "STOP," we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially, and we will resume sending SMS messages to you.

• If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or reach out directly to {support email address or toll-free number}.

• Carriers are not liable for delayed or undelivered messages.

• As always, message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your wireless provider.

• For privacy-related inquiries, please refer to our privacy policy: {link to privacy policy}.

For the privacy policy page:

In the privacy policy, remove all keywords such as 'share,' 'sell,' 'affiliate,' or 'third-party' that mention selling or sharing leads' information with a third party.

A compliant Privacy Policy must state:

"No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."

Your Twilio accounts will be suspended due to non-compliant activities:

• High Error Rate

• High Opt-Out rates

High Error Rate A high error rate can be driven by one error code or by the sum of several collectively. (see the Error and Warning Dictionary for a full list of all possible Twilio REST API error codes).

High Opt-Out Rate A high opt-out rate is an indication of unwanted/unsolicited messaging.

Your targeted audience must be aware of what they are signing up for and your website/form must clearly state how their information will be used, and they have to provide consent to it accordingly. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.

Consent / Opt-in:

Prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent." You must make clear to the individual they are agreeing to receive messages of the type you're going to send. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed or a timestamp of when the customer completed a sign-up flow. Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.

Lack of Sender Identification Every message you send must clearly identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation. Such that the message recipient can immediately associate where/whom they have given consent to.

Lack of Opt-Out Language The initial message that you send to an individual needs to include the following language: "Reply STOP to unsubscribe," or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.

Same or similar message sent across a large number of phone numbers We do not permit spreading similar or identical messages across many phone numbers without appropriate business justification.

As a result, we have restricted your ability to provision additional phone numbers. If you attempt to recycle phone numbers and further provision additional phone numbers, you will see an error message due to this restriction.

To appeal this decision, please respond to this email with the justification of your business use case requiring the same or similar messages across additional phone numbers.

Your Key Messaging Metrics Your messaging activity reflects consumer-impacting and/or policy-violating content being sent. Your opt-out and error rates have reached higher than acceptable levels.

A good opt-out rate is typically in the range of 0—0.3%

A good error rate is typically in the range of 0—6%