Voice verification and call reputation

In this article

Before you start

Both registrations live on the same Get verified to reach customers page as texting registration: gear icon → Business Information, then Needs verification on the Business phone number card. That link appears once your business has a number. You need admin access to the business.

The Outbound calls and Call reputation tabs also show the Business Profile Verification steps, so you can fill in the profile from either tab.

• Your Business Profile must be approved and your brand submitted on the Text messaging tab. Until then the forms show Wait for the Business Profile to be verified before submitting SHAKEN/STIR. (or … Voice Integrity.) and the Submit for review button stays grey. Text messaging registration walks you through both.
• Your number is already linked. BizBaby links your business number to the Business Profile when you submit the profile, and adds it to each registration for you.
• Do SHAKEN/STIR first. The Call reputation tab recommends it, because signed calls help the spam-checking services recognise you as a trusted caller.

1. Turn on SHAKEN/STIR

1. Open the Outbound calls tab.
2. In the steps list on the left, under SHAKEN/STIR (Voice), click Submit SHAKEN/STIR.
3. Tick I confirm that the Business Profile information is accurate and authorize registration of a SHAKEN/STIR trust product for your business.
4. Click Submit for review.

Twilio usually finishes its review within 24 to 72 hours. Follow it under Verification status in the steps list. When it's approved, calls from your business number are signed, and carriers that support it can show your customers that the call is verified.

2. Register for Voice Integrity

1. Open the Call reputation tab.
2. In the steps list, under Voice Integrity, click Submit Voice Integrity.
3. Fill in the Voice calling details (see the table below).
4. Tick I confirm the information above is accurate and authorize registration of a Voice Integrity trust product for your business.
5. Click Submit for review.

Field	What to enter
Primary use case	Customer Support, Outbound Sales, Outbound Notifications, Appointment Reminders, Survey / Research or Other.
Number of employees	About how many people work in your business. At least 1.
Daily call volume	Average daily outbound call volume: how many business calls you make on a typical day. At least 1.
Additional notes	Optional, up to 1,000 characters. For example, that you call customers to confirm appointments or follow up on jobs.

Once you submit, the form locks. After Twilio approves it, your number is registered with the participating carriers' spam-checking services. Each carrier then removes wrong labels on its own schedule, so it can take longer to see a change. You don't need to do anything while it's in progress. Follow it under Reputation / spam label status.

Why it gets rejected

If Twilio turns a registration down, its card shows Failed, the step has a red mark and BizBaby emails your representative. The email subject is A2P Shaken Stir Status or A2P Voice Integrity Status.

Registration	What to check	What to do
SHAKEN/STIR	Your Business Profile details, EIN and business address, and that your number is linked to the profile.	The page can't send a failed registration again yet. Contact BizBaby support at support@bizbaby.com.
Voice Integrity	Your Business Profile, your calling use case and that your number is linked to the profile.	The page can't send a failed registration again yet. Contact BizBaby support at support@bizbaby.com.

Common problems

• Submit for review stays grey. Your Business Profile isn't approved yet, or your brand isn't submitted. On Voice Integrity, also check that the use case, employees and call volume are filled in and the box is ticked.
• The right side of the tab is empty. Click a step in the list on the left to open it.
• The form is greyed out after you submitted it. That's expected. Each registration is sent once; the form stays locked while Twilio reviews it and after.
• Your calls still show "Spam Likely". Voice Integrity can be approved before every carrier has updated its labels. Give it time; each carrier works on its own schedule.

Related

• Text messaging registration (A2P 10DLC)
• The Call & Message Center
• Call routing, forwarding, greetings and missed calls