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).
Alvys Integrations page showing the Twilio (New) integration tile in the Management > Integrations section.
Complete the onboarding flow, working through each section in order.
Choose your area code for your Twilio phone number.
Set a forwarding number (optional) — calls to your Twilio number will forward to this number.
Add subsidiaries: select any subsidiaries under your parent company that share the same EIN. For subsidiaries with separate EINs, complete the onboarding flow separately for each entity.
Provide contact information: enter a primary contact person Twilio can reach if issues arise.
Add your website, privacy policy, and terms and conditions. These must meet Twilio's A2P 10DLC requirements — see Twilio's compliance guide for exact requirements.
Monitor the progress tracker. After submitting, a progress tracker appears. All three of the following must turn green before your integration is active: Profile Status, Service Trust Product, and Brand Status. The review and approval timeline is controlled by Twilio and can take up to one month.
Deactivate the old Twilio integration. Once all three progress tracker steps are green, navigate back to Integrations and deactivate your old Twilio integration. Check all subsidiaries for previously activated old Twilio integrations and remove all of them.
⚠️ Previous driver chats will not migrate to the new integration. You will need to start new chats with drivers, and drivers will need to opt back into SMS.
⚠️ Migration timing: If you integrated Twilio before May 12, 2025, you must upgrade to the Twilio (New) integration by July 25, 2025 to keep using Driver Chat. · If you integrated Twilio after May 12, 2025, you are already on the Twilio (New) integration and no further action is required.
What syncs
The Twilio (New) integration routes SMS messages between Alvys and drivers via Twilio's messaging infrastructure. Messages sent from Alvys Driver Chat are routed outbound through Twilio to drivers' phones via SMS. Drivers must opt in to receive messages from your Twilio number.
Each legal entity (subsidiary) with a different EIN requires a separate Twilio registration and phone number.
Troubleshooting
Integration shows "needs attention"
Click the "needs attention" status to open the status detail panel.
Review the status panel to identify which section failed: Profile Status, Service Trust Product, or Brand Status.
Click the edit icon next to the failed section and resubmit the corrected 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.