Do I need to switch providers to use Twilio?
To use Twilio, you don't necessarily need to switch your entire phone service provider; however, if you want to use your existing phone number with Twilio, you will need to "port" your number over to their service, which essentially transfers ownership of the number from your current provider to Twilio; this means you will need to provide documentation to verify ownership of the number and go through a transfer process.
What are the steps to port my number to Twilio?
1. Request Submission:
- Studios must first submit an Update Phone Number Request Form or include their phone number request on the initial Onboarding Form if they wish to use a number for SMS messaging.
2. Brand/Campaign Registration:
- Before starting the porting process, ClubReady ensures that the brand/campaign is properly registered (studios cannot text if this is not completed).
- NOTE: Registration can take 4-10 business days if not already onboarded.
3. Porting Process:
- ClubReady submits the phone number through Twilio for an initial review. Twilio checks to ensure the number is eligible to be hosted and that it is not a mobile number or a number incapable of sending/receiving SMS (such as Google Voice numbers).
- NOTE: Porting can take 1-10 business days depending on the carrier the number is being transferred from.
4. Letter of Authorization (LOA):
- After the initial review, a Letter of Authorization (LOA) is sent to the studio contact listed in the submission form. The LOA is a required document for Twilio to verify the phone number and entity information we've submitted. This step is necessary to continue with the porting process.
- The studio will receive a separate email with the notification that the LOA has been sent.
5. Number Hosting and Porting Review:
- Once the LOA is confirmed, Twilio reviews the number for hosting and initiates the porting request from the former provider.
- NOTE: This can take 1-10 business days, depending on the carrier.
6. Temporary Number Option (if applicable):
- If the studio is an existing CRC subscriber and their former provider notifies them that SMS will be deactivated (e.g., subscription ends, service is terminated), ClubReady can purchase a temporary phone number to ensure there is no service disruption during the porting process. This option is available as long as the brand/campaign has been registered.
7. Final Confirmation:
- After the porting process is completed and the number is successfully connected to the messaging service, ClubReady will confirm that SMS can be sent and received properly.
- A confirmation email will be sent to the studio with the notification that everything has been enabled and is functioning correctly.
8. Porting Complete:
- The phone number porting process is officially complete, and SMS messaging is fully operational for the studio.
Frequently Asked Questions:
1. Does ClubReady need to wait for the initial review before sending the Letter of Authorization (LOA)?
Yes, ClubReady must wait for the brand or campaign registration to be completed before sending the LOA. The initial review of the LOA is quick, typically taking just a minute or two. ClubReady communicates via email that this review must be prioritized as the hosting of the number cannot proceed until the LOA is signed. Any delays in returning the LOA will result in delays to the process.
2. What happens to incoming texts caught up in the porting process? Will texts sent to the old provider be received on the new provider's system?
Texts sent to the old number/provider will not be forwarded to Connect. Unfortunately, we do not have the capability to accept messages during the porting process. We make every effort to clearly communicate when number porting will take place, so staff and members can be notified in advance to avoid confusion or missed messages.
3. How do texts get forwarded to the temporary number, and what happens when the temporary number is no longer in use?
We do not have the capability to forward texts from one number to another. Once a number is updated, messages sent to the old number will not be received by Connect. This is an important consideration when using a temporary number, as it involves an additional transition that may cause message gaps. We ensure this is communicated in emails for locations to be fully aware of the potential complications.
4. If a studio has previously onboarded, then left (resulting in an inactive Connect account), and later returned, should we order a temporary number?
If the brand or campaign is still registered, ClubReady can secure a temporary number within minutes. However, for changes made around busy times like Black Friday, we recommend exercising caution due to the increased message volume. It is important to assess the specific circumstances of each account and plan accordingly to avoid disruptions.