Twilio Delivery Workflow

From discovery to production: contracts first, channels second, compliance and observability baked in.

Step 1: Discovery — Journeys and Compliance

Document user journeys (OTP, alerts, IVR, WhatsApp sessions), consent capture, quiet hours, and regions. Inventory existing numbers, Messaging Services, and subaccounts.

Journey mapCompliance checklistNumber inventory

Step 2: Twilio Account Model

Decide subaccount strategy, API keys per environment, and secret rotation. Align billing attribution for multi-tenant SaaS.

Subaccount planKey rotationCost attribution

Step 3: Webhook Contracts

Define URL paths, signature validation, idempotency keys, and async processing. Specify 2xx vs 5xx behavior for Twilio retries.

OpenAPI / event schemaDedupe policyRetry matrix

Step 4: Channel Implementation

Build SMS/MMS, Voice TwiML, WhatsApp templates, or Verify flows with staging sandboxes and fixture tests.

Channel modulesTemplate catalogVoice state machine

Step 5: Messaging Service + Registry

10DLC / WA setupFrom poolsSTOP handling

Step 6: Observability + Support UX

Wire MessageSid/CallSid tracing, error dashboards, and admin tools for resend / explain failure.

Trace UIAlertsSupport runbooks

Step 7: Load + Chaos Checks

Simulate webhook bursts, duplicate callbacks, and carrier delays; verify no duplicate side effects.

Load test notesChaos scenariosSign-off

Step 8: Launch + Handoff

Production cutover checklist, documentation, and training for on-call. Post-launch tuning of templates and thresholds.

Cutover docREADMEOn-call guide