Voice calling in India

Quick Reference

If You Receive an Audit Notice

1. Check the details—Plivo will provide:
   • Caller Number (your Plivo number)
   • Callee Number (the recipient)
   • Timestamp of the call (in IST)
   • Call UUID associated with the call on Plivo's platform
2. Gather consent evidence—provide proof of opt-in showing the recipient agreed to receive calls from you.
3. Submit the proof of opt-in—the details must be provided within 5 days.
4. Remove the callee from your list—prevent future complaints by removing this number from your calling list.

Warning: Using a different Plivo number to reach out to the same callee number will be considered a violation and can lead to service disruption.

Consent Evidence Requirements

Your evidence must clearly show the recipient agreed to receive calls from you.

Required elements:

• Company logo or name
• Recipient's name
• Recipient's phone number
• Date consent was given

Acceptable formats:

• CRM screenshot showing the above details
• Signed consent form
• Digital opt-in record

Note: Submit clear, high-quality images with all required elements clearly visible.

Audit Process

User complaint → Telecom provider → Plivo compliance team → Customer

1. A call recipient files a complaint with their telecom provider
2. The telecom provider identifies Plivo as the originating service
3. Plivo's compliance team identifies the responsible customer
4. Customer provides consent evidence within 5 days
5. Plivo's compliance team reviews and submits to the telecom provider
6. Customer is notified when the audit is closed

Consequences

If you provide valid evidence within 5 days

• Plivo reviews your submission
• If additional details are needed, Plivo will contact you
• Once the telecom provider closes the audit, you'll be notified

If you submit insufficient evidence

• Plivo will contact you to request additional or corrected documentation
• You must respond promptly to avoid escalation within the initial 5 day window from the date of receiving the complaint
• Failure to provide valid proof of opt-in for any complaint may lead to your account being temporarily suspended or permanently blocked.

If you fail to respond within 5 days

• If you fail to respond within 5 days, your account may be temporarily suspended or permanently blocked.
• Multiple complaints may result in the business being blacklisted by TRAI.
• For resellers, if compliance details are not correctly mapped to end businesses, the reseller will be required to provide valid proof of opt-in, and Plivo may take action on the entire account. ()

Note: In accordance with Plivo’s Acceptable Use Policy, Plivo reserves the right to unrent numbers, block traffic, or disable services entirely, depending on the severity.

Best Practices to Avoid Audits

• Only call users who have explicitly opted in
• Honor rejections - If a user doesn't answer or declines, don't call repeatedly
• Refresh consent every 6 months - As per TRAI guidelines, any consent older than 6 months is not considered valid.

Quick Reference

Time to complete: SMS setup requires DLT registration (varies by operator). Voice KYC takes ~1 hour to 1 business day.

Eligibility

Only businesses registered in India can send SMS or make voice calls to India via domestic routes.

Businesses registered outside India can reach Indian destinations using international routes only.

What You Need to Do

For SMS to India

1. Complete DLT registration—register your entity, headers (sender IDs), and templates on a DLT platform.
2. Provide GST details—enter your GSTIN in the Plivo console, or self-declare as GST unregistered.

→ DLT Registration Process for Sending SMS to India

For Voice Calls / SIP Trunking to India

1. Submit KYC compliance application—provide your Certificate of Incorporation and GST certificate.
2. Rent Indian phone numbers—available after compliance approval.

→ Renting a Local Number in India

Account Setup for Indian Businesses

If your business is registered in India and you plan to send traffic to both Indian and international destinations, you are required to create two separate accounts, each with a different email address.

To get started, submit a request for an India-based trial account using this form. Our team will then reach out to you.

Please note that for all businesses registered in India, payments must be made using an Indian credit card.

Quick Reference

Steps to Rent an Indian Number

1. Confirm eligibility—your business must be registered in India.
2. Gather documents—Certificate of Incorporation and GST Certificate.
3. Submit compliance application - Create Application → Select "India" → Upload documents → Select your business type (see below).
4. Wait for approval—you'll receive an email confirming approval or requesting corrections.
5. Rent numbers—Once approved, rent numbers from the Buy Phone Numbers section.

Direct Brand vs. Reseller

You must select your business type when submitting your first compliance application.

Important: Incorrectly identifying your business type will result in rejection of your compliance application.

How to Submit a Compliance Application

1. Go to Compliance Application
2. Click Create Application
3. Select India and click Continue
4. Upload your COI and GST Certificate
5. Select whether you are a Direct Brand or Reseller
6. Submit

Application Review

Review typically takes ~15 mins, but in some cases it may take up to 1 business day.

After Approval: Purchasing Numbers

For Direct Brands: Your compliance application will be linked automatically at the time of purchase.

For Resellers: During purchase, select the approved compliance application for the relevant end customer. The compliance application must be approved before purchasing—you cannot create one during the purchase flow.

Updating Compliance Application for Existing Numbers

You can update the compliance application in two ways:

1. Navigate to Active Numbers → Select numbers to update → Click Choose Action → Update Compliance → Select the correct compliance application → Save.
2. From the Active Numbers page → Click the specific number → Select the appropriate compliance application from the dropdown.