Summary
To continue messaging drivers through Alvys, all customers must upgrade to the Twilio (new) integration. This update isn’t just a technical change, it’s a critical compliance requirement that ensures your messaging stays legal, deliverable, and uninterrupted.
Why Do I Need to Upgrade?
Due to evolving industry regulations, Twilio, the service powering our Driver Chat, has updated its requirements for business texting. These updates are part of the A2P 10DLC compliance framework and are necessary for continued service. You can read more about Twilio compliance policies here.
To meet these new standards, we've updated Alvys's Twilio integration. Without this upgrade, your Driver Chat will stop working soon after July 25, 2025.
The good news is this new version brings some great improvements! It's more reliable, better organized, and fully scalable. You'll also get access to a new subsidiary selector. This is especially helpful if you manage multiple brands, as it'll ensure messages are sent from the correct legal entity every time.
⚠️ If you integrated Twilio before May 12, 2025, you’ll need to upgrade to the New Twilio integration by July 25, 2025 to keep using Driver Chat.
✅ If you integrated Twilio after May 12, 2025, you’re already on the New Twilio integration, no further action is required.
Step by Step Instructions
Log into Alvys and navigate to Integrations → Twilio (New).
Complete the new onboarding flow.
Choose Your Area Code
Set a Forwarding Number (Optional)
Add subsidiaries
Choose any subsidiaries under your parent company
Only select subsidiaries that share the same EIN
For separate EINs, repeat this process individually per subsidiary
Provide Contact Info
Provide a primary contact person Twilio can reach out to if issues arise.
Add a Website, Privacy Policy, and Terms and Conditions
Please see Twilio’s compliance guide here to ensure all all required details are included, click the section under Part 2 for Privacy Policy and Terms and Conditions
Keep an Eye on the Progress Tracker
Once submitted, you’ll see a progress tracker. You’ll need all three of the following steps to turn green:
Profile Status
Service Trust Product
Brand Status
Please note, the review / approval timeline is dependent on Twilio. In some cases, it can take up to one month to receive full approval. Our team is monitoring approved tenants and ensuring everything is set up on the backend, but you can also reach out to our Support team if you want confirmation you're all set and ready to start using Driver Chat again.
In Case of Errors
if your Twilio integration shows "needs attention", click to view status details
check the status panel to see what's rejected (profile, campaign, or brand)
click the edit icon by whichever portion failed, and self-submit the new information to Twilio for additional review
save changes to resubmit for verification
Deactivate the Old Twilio Integration
Once you have received approval across all three steps, you can then go in and deactivate your old Twilio integration. Be sure to check all subsidiaries for previously activated Old Twilio integrations, and remove all of them.
⚠️ The previous driver chats will not migrate over with the upgrade, you will need to start new chats with drivers, and drivers will have to opt back into SMS.
Driver Flow
Drivers will need to opt in to the new flow. There will be a blue banner at the top of the driver chat window indicating if the driver needs to opt-in again, and which number he should send the opt-in message to.
Frequent Questions
Q: What happens if I don’t upgrade?
If you're still on the Old Twilio integration after July 25, 2025, your Twilio integration will soon be deactivated, and you’ll no longer be able to send or receive messages via Twilio in Alvys.
Q: What if my brand status fails?
A: Twilio will send an email to your listed contact with instructions to resolve the issue.
Q: Can I register multiple subsidiaries at once?
A: Only if they share the same EIN. Otherwise, repeat the flow for each entity.
Q: I see 3 green checkmarks, am I all set now?
A: Our team is monitoring approved tenants and ensuring everything is set up on the backend, but you can also reach out to our Support team if you want confirmation you're all set and ready to start using Driver Chat again.
Stuck? We’re Here to Help
We know compliance and onboarding can be a bit complex. Our Customer Experience team is available to walk you through privacy policy updates, application resubmissions, and anything else you need.