SMS Messaging Changes - UK Clients

Due to KYC requirements in the United Kingdom, all clients who currently use the SMS messaging feature in CloudBridal will need to transition to using the Twilio integration before September 30, 2024. If you are already using the Twilio integration, or if you do not use the SMS messaging feature, you do not need to take any action.

What is Know Your Customer (KYC)?

KYC is essentially customer information that is required to identify and verify an individual or business is who they say they are and commonly consists of name, address, and date of birth for Individuals and company name, registered address, business verification documents, etc. for businesses.

The first step the global communications industry is taking to protect consumers is requiring businesses and organizations to submit their KYC information and become verified by the local authorities before they can begin texting or calling their customers.

To read more about KYC, you can visit the Twilio article on the topic.

KYC Requirements in the United Kingdom

Given the rise in scam and fraud over the last few years, the UK regulator issued updated Know Your Customer (KYC) guidelines. These new requirements will be put in place to protect consumers from fraud, spam, and bad actors by requiring businesses to submit and verify their businesses.

KYC Impacts on CloudBridal

CloudBridal currently offers two ways to send SMS messages to your clients:

  1. CloudBridal Native SMS: This is the default method that we provide to clients, where we send SMS messages on your behalf using a CloudBridal phone number. Behind the scenes, we use our own Twilio account and lease a UK phone number to send and receive messages.
  2. Twilio: This allows you to register for your own Twilio account and integrate it into CloudBridal.

Starting on September 30, 2024, we will no longer be able to offer the CloudBridal Native SMS method to UK clients. This is because the KYC requirements do not allow us to send SMS messages on your behalf any longer. Instead, you will be prompted to provide your business information when onboarding with Twilio.

Advantages of Bringing Your Own Twilio Account

While the CloudBridal Native SMS method is convenient for many clients because it requires no configuration, there are several advantages to using your own Twilio account:

  • Removes the 150 character limit on SMS messages
  • Allows you to use automated SMS messaging functionality like appointment reminders and automated rules-based messaging
  • Allows you to take advantage of Twilio native features like Bring Your Own Number, Call Forwarding, and more

How to Transition to Twilio

Refer to the Twilio Integration documentation for a step-by-step guide on how to transition to using Twilio for SMS messaging in CloudBridal.