https://vapi.ai/ logo
Join Discord
Powered by
Twilio has suspended my account, stating that it w...
# support
k
Hi VAPI Team, Twilio has suspended my account, stating that it was due to the use of artificial or pre-recorded calling. Could you please check if there’s any possible use case where an AI agent might have caused this issue?
v
Hi there! 👋 I'm unable to determine exactly why your specific Twilio account was suspended, but I can definitely help explain some potential scenarios where a Vapi AI agent might have triggered Twilio's policies against artificial or pre-recorded calling. Based on the information I've found, here are several possible scenarios that could have led to your Twilio account suspension: 1. **Voicemail Detection Issues**: Incorrectly configured or malfunctioning voicemail detection settings can lead to calls being flagged as artificial or pre-recorded. According to [documentation I found](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1305065394662408192), Twilio is used as the provider for voicemail detection, and if not properly implemented, it could potentially be flagged as "artificial or pre-recorded calling." 2. **Short `machineDetectionTimeout`**: Setting a very low 
machineDetectionTimeout
(like 4 seconds) can cause legitimate calls to be cut off prematurely, which might be misidentified as pre-recorded or artificial calls by Twilio's systems. [This source](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1342555558984814653) mentions that "Legitimate calls are being cut off because 4 seconds is too short for proper detection." 3. **AI Assistant Malfunctions**: If your AI assistants fail to transfer calls correctly or hang up on customers, this behavior could be flagged as suspicious activity by Twilio. [Information shows](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1341953566801264690) that AI assistants not transferring calls to the correct department and hanging up on customers can be problematic.
4. **High Call Volume**: Making a high volume of calls in a short period (like 50 calls every 3 minutes) could be flagged as suspicious by Twilio, as mentioned in [this source](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1333508496456417415). 5. **Pre-recorded Audio Use**: If you're using pre-recorded audio snippets or cloned voices through integrations like Elevenlabs, this might be interpreted as using pre-recorded audio by Twilio. [Documentation](https://docs.vapi.ai/customization/custom-voices/elevenlabs) shows that users can integrate cloned voices with Elevenlabs through VAPI. 6. **Automated Outbound Calling**: Vapi allows sending outbound calls using AI assistants, as described in the [outbound calling documentation](https://docs.vapi.ai/quickstart/phone/outbound). If these automated calls aren't properly configured, they might trigger Twilio's policies. 7. **Compliance Issues**: Non-compliance with telecommunication laws, such as not respecting the Do Not Call registry or not obtaining proper consent for calls, can lead to suspension as noted in [this source](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1324731877235359816). Is there a specific use case or configuration you're using with your Vapi AI agents that might align with any of these scenarios? Sources: - [Reasons for Twilio account suspension due to artificial or pre-recorded calling](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1305065394662408192) - [Use cases of Vapi AI agents that involve automated calling](https://docs.vapi.ai/quickstart/phone/outbound) - [Vapi AI agent use cases that use pre-recorded audio](https://docs.vapi.ai/customization/custom-voices/elevenlabs) - [How Vapi AI agents can generate automated calls](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1333508496456417415)
p
Thank you for reaching out to us. We've received your message and will get back to you as soon as possible.
Hi, checking if this is resolved/solved for you?
3 Views
PreviousNext
Powered by