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The A2P registration process must be done by the business owner of the account, not the IQVIA team. The process requires a 'profile' of the business to be created and then selection of a 'brand' based on the volume of daily messages sent per number. These details are appropriately provided by business account owners. There are minimal fees associated with the process as well (depending on message volumes). Customers are to be responsible for proving these details and are expected to reach out to Twilio directly if there are questions about the process.
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Apply Twilio account settings. Note, this can only be done by a ClinSpark Support ‘superadmin’ account.
Auth token and Account SID should be in place, obtained from Twilio main console
TwiML Application ID from previous stepsteps
The default country prefix as defined here: List of country calling codes
Post-Setup Tasks
Some additional setup tasks Twilio account/console exploration may be required after initial configuration of a number and TwiML App. While those are the bare minimum for most instances to get voice and message capabilities functions, some additional exploration may be required against other Twilio features depending on how the number will be used in ClinSpark. Many of these features (such as logging, short codes and message campaigns) are expected to be fully maintained by customers, as certain settings do not require IQVIA support team members to be involved with configuring for ClinSpark messaging. Additional phone/messaging features may need to be maintained by customers long term depending on the use case. Settings outside of the active number and TwiML App configured in ClinSpark are outside the scope of support we offer.
Customer are encouraged to explore their Twilio account console and learn as much as possible about Twilio capabilities on their own prior to reaching out to the IQVIA support team on questions. Many existing Twilio features in the console are useful for general troubleshooting and support purposes. Twilio has extensive documentation covering nearly all many SMS and Voice scenarios commonly used with ClinSpark integrationscapabilities.
We suggest customers be familiar with the following:
Call, message, and event logs -https://www.twilio.com/docs/sms/troubleshooting/debugging-tools
Messaging short codes - https://www.twilio.com/docs/sms/api/short-code
Regional regulatory requirements - https://www.twilio.com/en-us/guidelines/regulatory
Geo-permissions (for multi-site international customers) - https://support.twilio.com/hc/en-us/articles/223180168-What-Are-Geographic-Permissions-and-Why-do-They-Exist-
How to lookup error messages and error codes - https://www.twilio.com/docs/api/errors
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Messaging
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Services
Messaging Services are Twilio account features that can alter behavior of how SMS messages are handled based on specific use cases. For US customers, using a messaging service may be necessary to properly establish A2P compliance against a configured number.
Customers may benefit from exploring these service capabilities depending on intended use. This may be also be necessary for US customers to properly establish A2P & Compliance requirements against the configured numberSeveral features have practical value long term as they can influence the way messages are exchanged between sites, volunteers, and study participants. This includes using short codes, link shortening, and opt-out keyword behavior. Details about these features are available on the Twilio support site and directly within the account console.
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https://www.twilio.com/docs/messaging/services
Assigning a Message Service to an Active Number
When managing active phone numbers, customers can optionally determine if a messaging service is to be used for that number. By default, active phone numbers are not assigned to a messaging service, and messages route through the account as expected following default behaviors.
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If an active number is setup to use a Messaging Service, the inbound message handling behavior may change from what is expected and not properly handle the replies. This means that messages can be sent to recipients without issue, but any replies back from those recipients are not properly routed through the Twilio account and back into ClinSpark.
If customers are finding that inbound messages are not being received back into ClinSpark, we recommend to check to see if active numbers in use are configured with a Messaging Service. If so, that Messaging Service Integration settings can be changed to ensure that inbound messages defer to sender’s webhooks. Customers can access and modify these settings in this area of the Twilio account:
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