Overview

Verified Caller ID ensures that outbound calls from ExpertConnect display the correct dealership phone number. While most dealers complete Hosted SMS and Verified Caller ID together, this guide explains how to complete only the Verified Caller ID process.

Prework

Before starting:

• Complete the Hosted SMS & Verified Caller ID form in HubSpot (required even if Hosted SMS is not enabled).

Step-by-Step Instructions

1. Schedule a Meeting

Arrange a meeting with the dealer. They must be available to answer a verification call during the process for the phone number we are completing the Verified Caller ID process for.

2. Log Into Twilio

• Access the dealer’s Twilio sub-account.
• Navigate to Manage → Verified Caller IDs.
• Click Add New Caller ID.

3. Enter Dealer Details

• Input the dealer’s phone number.
• Choose the confirmation method:
  • SMS or Phone Call
    Tip: Most dealers prefer phone call verification.

4. Complete Verification

• Twilio will call the dealer’s number.
• Provide the dealer with the verification code shown in Twilio.
• Dealer enters the code during the call.
  • Important:
    • Only 3 attempts allowed.
    • Code expires quickly—act fast.

5. Update Admin Settings

After successful verification:

• Go to Admin → Feature Flags → Verified Caller ID.
• Add the verified phone number under Verified Caller ID.

Key Notes

• If verification fails after 3 attempts, we have to reach out to Twilio to unlock.
• Ensure the dealer is ready before initiating the call.
• This process does not enable Hosted SMS.

Responsibilities Table