1. I am looking to purchase a number for France but the Twilio console will not let me buy one.

I want a
mobile number for my business, but it is saying I need regulatory information. What is this and why is it
needed?

Hello (customer`s first name),

Twilio wants to make sure that you do not encounter any problem with the registration for your phone. For this
reason, we must make sure that we meet the regulations stipulated by each country.

To accomplish the purchase, you can do the following action plan:

1. Go to the Phone Numbers Regulatory Compliance Guidelines to see what is required by local regulators.
https://www.twilio.com/guidelines/regulatory (for France
https://www.twilio.com/guidelines/fr/regulatory)
2. Collect documentation from the End-Users. (make sure to gather the documentation for “Requirements
for Businesses”)
3. Go to the Twilio Console.
4. Go to Phone Numbers > Regulatory Compliance.
5. Create a Regulatory Bundle and submit it for review.
6. Wait for Twilio to review the Regulatory Bundle - the review process will take up to 3 business days.
7. Once the Regulatory Bundle has passed, assign the Bundle to phone number(s).
8. Wait for Twilio to review the Regulatory Bundle assigned to phone number(s) - the review process will
take up to 2 business days.

Once the regulatory bundle is approved, you should be able to finish your purchase.

For more information you can review the following link. https://www.twilio.com/docs/phone-
numbers/regulatory/getting-started/console-create-new-bundle.

Kindly let me know if you have any other question. I will set our next point of contact in one hour, if you need
information before that, feel free to reach me.

Best regards,

2. I have a new developer who needs access to my Twilio account. I really don't want to provide them with
my log-in information, but I don't know how else to add them to my account. Please let me know if there is
a way that I can do this. Thank you.
Hello (customer`s first name),

In Twilio we care about the privacy of each person, as well as their companies. For this reason, you can easily add
an account to your account without sharing your personal information.

Kindly proceed with the following action plan to add a new developer to your project:

(please make sure your account has and administration. Otherwise, you are not going to be able to add a user)

1. Login to your account at  www.twilio.com/console.

2. Click Settings > Manage Users.
3. Click the + sign icon “+” to invite a new user.
4. Enter the new user's email address and select their desired role. When finished, click Send Invitation.
NOTE: if you need to provide access to only one project, you can select the role “developer”, but if you
need to provide access to more information, you can set the roll as an administrator.
https://support.twilio.com/hc/en-us/articles/223136227-What-s-the-Difference-Between-User-Roles-
Owner-Administrator-Developer-Billing-Manager-and-Support-
5. New users will receive an email offering access to this Twilio project. Users will need to accept the
invitation before they are able to access the project.

For more information, you can review the following link:

https://support.twilio.com/hc/en-us/articles/223135847-Adding-Removing-or-Modifying-Users-with-Your-Twilio-
Project

Kindly let me know if you have any other question. I will set our next point of contact in one hour, if you need
information before that, feel free to reach me.

Best regards,
 3. I opened a Twilio account last week and I can't get it to work. I think I want to close it. Please let me know
what I should do next

Hello (customer`s first name),

Twilio values customers and wants to ensure that your case is resolved to your satisfaction. I would like to first,
offer an apology for any inconvenient that you may had with your account. We want to make your experience with
Twilio as easy as possible. For this reason, I would like you to please provide more details on the problem that you
are presenting in this moment.

Finally, I would like to let you know that your case has been reported with management, in order to provide you a
solution as soon as possible.

I will be waiting for your response. If you find better a phone call to discuss on the issue, I will be more than happy
to contact you whenever you have time.

Best regards,
 4. What are the types of phone numbers do you offer and what is the difference between them? 

Hello (customer first name)

We understand that every customer has different needs. For this reason, Twilio offers four different types of phone
numbers. Each one of them directed to the different needs that a client has.

Here are the four types of phone numbers.

 Local Numbers
 National Numbers
 Toll Free Numbers
 Mobile Numbers

If you are you have a business that is focused in one specific region, you review the local phone number. This
phone is created with an area code if you are located.

If your busines is works for different regions, a national phone number would be a better option for you, since