Twilio Privacy Notice

Twilio's Privacy Notice explains how Twilio collects and uses your personal data—including the actual content of communications like emails and texts—to deliver its services, detect fraud, and build unified profiles across your devices. Twilio does not sell your personal data to third parties. If Twilio makes an automated decision about your account, such as approving or suspending it, you have the right to object and request a human review.

This Privacy Notice establishes Twilio's data collection, processing, sharing, retention, and automated decision-making practices across its products and services. Twilio collects substantive communications content—including email bodies, text messages, media files, transcripts, and recordings—and uses identity resolution to construct unified cross-device profiles. Twilio trains AI/ML models on collected data for security and fraud detection purposes, makes real-time automated decisions affecting account access, and provides individuals with rights to object to those decisions and request human review. Twilio commits to not selling personal data to third parties, endeavors to retain personal data only as long as necessary for processing purposes, and maintains liability under the EU-U.S., UK, and Swiss Data Privacy Frameworks for downstream third-party violations of DPF Principles.

Twilio collects highly sensitive data including the content of your communications, applies identity resolution to link your activity across devices into a single profile, and uses that data to train AI and machine-learning models for security and fraud detection. Account deletion is permanent and immediately removes access to some or all of your data, with no recovery window. When Twilio makes an automated decision about your account—such as an approval or a fraud-related suspension—you are entitled to notification, the right to object, and the right to request human review of that decision. If you have an unresolved complaint related to the EU-U.S., UK, or Swiss Data Privacy Frameworks, you can contact JAMS, Twilio's designated free dispute resolution provider.