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How to set up anonymous calls and texts
How to set up anonymous calls and texts
Lucky Sichizya avatar
Written by Lucky Sichizya
Updated over a year ago

Anonymous calling and texting (also known as masked communication) allow drivers and customers to communicate without exposing their personal phone numbers.

Note: This optional feature is only available to customers using Twilio for their communication platform.

How's communication initiated?


The driver app initiates a communication session with Twilio where a masked number is returned and used to communicate with the customer and driver:

  • Drivers can tap the call button on the driver app to contact the customer while on an active job.

  • Customers can tap the call or chat button on the tracking page (if the tracking page is enabled) or call the dispensary to contact the driver.

Note: Twilio may use a different masked number every time a driver initiates contact while the job is still in progress.

The initial setup for anonymous calling and texting is done in two (2) phases:
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  • Creating a proxy service
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  • Setting up SMS for WM Dispatch
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Let’s get started.
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Creating a proxy service


Follow the steps below to create a proxy service.
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  1. Sign into Twilio and click the Manage dropdown in the left navigation menu.
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  2. Click Active numbers.
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  1. Click Buy a number:
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  1. Add at least two phone numbers to the Twilio account:

    1. You can skip this step if you already have more than two numbers.
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  1. Navigate to the number you plan to mask and click Configure.
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  1. From the top search bar, type and click Proxy to create a proxy service.
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  1. From the Proxy Dashboard, click Services from the left navigation menu.
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  2. Click Create new Service.
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  1. Enter a unique name for your service, then click Create.
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  1. Click the service name you’ve created.
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  2. Click Add Numbers:
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    1. Add the phone numbers from step (2).
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  1. Select the number(s) to be masked, then click Assign.
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  1. Navigate to Proxy from the left navigation menu, click Services from the dropdown, and copy the Service SID created in step (8).
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Setting up SMS for WM Dispatch


Follow the step below to communicate with a masked number.


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  1. Sign in to your WM Dispatch console.
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  2. Navigate to SMS & Push Notifications:
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    1. Select Twilio from the dropdown as the default provider.
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    2. Enter a phone number from step (2) in the Phone Number field.
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    3. Enter the Account SID and the Auth Token from Twilio Keys & Credentials.
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    4. Paste the Service SID that was copied in step (12).
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  3. Click Save.
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Initiating communication

1. Click the call or the chat button on the driver app or tracking page:

  1. Twilio will display the masked number to initiate contact.
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  2. The session will open in the user's native call or messaging app.
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Note: Customers and drivers can only communicate while the job is in progress. Call and chat buttons are disabled when the job is completed or canceled.


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