International phone number formats and calling regulations are frequently updated to meet local standards and improve security. These changes can affect how your team places calls or sends messages to recipients in specific countries.
Calls that do not comply with the updated dialing requirements outlined in this article will not connect.
In this article, you will learn about various Dialer Restrictions that may impact your Salesloft Dialer usage, including:
Starting November 30, 2024, Benin is shifting their national phone number format from 8-digits (excluding the country code) to a 10-digit format.
Here’s a look at the numbering format:
- Previous format: +229 XXXXXXXX
- New format starting November 30, 2024: +229 01XXXXXXXX
The previous 8-digit format can be used until December 29, 2024. After this date, you must use the 10-digit format to place calls to Benin. Any calls placed using the 8-digit format after December 29, 2024 will not go through.
To learn more about this change, check out Twilio's Benin Guidelines article.
Starting November 21, 2024, all calls made with custom caller ID will be blocked when dialing into Brazil.
Brazil’s telecommunications regulator, Anatel, updated their rules to require transparency in caller identification. To comply with these regulations, Twilio, our Dialer service provider, will adjust our services to ensure that all calls made to Brazil accurately reflect the caller’s identity. This regulation aims to reduce fraud and spam in the telecommunications space by ensuring clear and accurate caller information.
Beginning November 21, 2024, you will not be able to alter or mask the caller ID on calls to Brazil. After this date, calls made with an altered caller ID will be blocked and return with the following error codes:
As of Thursday, November 30th, 2023, Salesloft is no longer able to support outbound calls to Mainland China due to strict carrier regulation changes.
To avoid disruption with service to Mainland China, we recommend you migrate any existing voice connectivity traffic to Mainland China off of Salesloft immediately.
Here are some other steps you can take to support your ongoing sales efforts in China:
- Create Cadences that run email or social steps instead of phone steps for Cadences that hit customers or prospects in Mainland China.
- Use a phone line outside of Salesloft to call customers in Mainland China. You can log the call from the Person's profile page to keep call notes and log the activity for your records.
Regulations in Chile, effective since mid-August 2025, require the use of specific phone number prefixes for different types of calls. If your calls to Chile are failing, it is likely due to non-compliance with these new rules, which are designed to combat unwanted telemarketing.
You must use a specific number based on the nature of your call:
- For calls that your customer requested, such as appointment reminders, customer service, or support calls, you must use a number that starts with 600.
- For general marketing or sales calls that are unsolicited (i.e., the customer did not request the call), you must use a number that starts with 809.
This change is mandatory for all voice traffic to Chile. Using the correct number is the only way to ensure your calls are delivered and not blocked by local carriers.
To learn more about this change, check out Twilio's Chile Guidelines article.
On September 1, 2021, at 12:00 am COT, Colombia’s Communication Regulation Commission (CRC) standardized a 10-digit number format (excluding the +57 country code for Colombia) for all local phone numbers. Previously, Colombia’s local numbers were 8 digits (excluding Colombia’s country code of +57). You can find more information about this regulation on the CRC website (in Spanish).
To handle this change, new 10-digit phone numbers will be automatically assigned to users who have 8-digit Columbian phone numbers.
What does this mean for customers placing calls to Colombia? Going forward, users will need to make the following adjustments when placing calls to customers into Colombia:
- Until November 30, 2021, callers can use both the previous (+57)-8-digit numbers as well as their new (+57)-10-digit numbers.
- On December 1, 2021, owners of the previous 8-digit numbers will be unreachable, except for inbound international calls.
- Through January 31, 2022, calls from outside of Colombia to Colombian local numbers will continue to connect whether the caller uses # international operator + 57 + 8-digit number or # international operator +57 + 10-digit number.
To align with evolving regulatory requirements, Twilio will stop delivering voice, messaging, and email traffic to recipients in Iran. Starting March 15, 2025, Twilio’s platform will no longer support these communications. This decision ensures Twilio’s continued adherence to applicable regulations and reinforces our commitment to operating as a trusted partner for your communications needs.
What do you need to do?
If your business currently sends communications to recipients in Iran through Twilio, you must discontinue this traffic before March 15, 2025. After this date, any voice or messaging traffic to Iran will be blocked and any email traffic sent via SendGrid will be dropped and will not be delivered. We recommend reviewing your traffic patterns now to identify and update any impacted workflows to avoid disruptions.
To prepare, we strongly recommend reviewing your traffic patterns now to identify and update any impacted workflows.
If you need assistance understanding Twilio's policies, compliance guidelines, or best practices for using our services, check out our Twilio Guidelines page and our SendGrid Drops docs page for more information.
Spain has implemented measures to protect consumers from unwanted and unsolicited calls. This change, which is part of Spain's broader telemarketing reform, strictly limits the types of calls that can be made to Spanish mobile numbers.
Here’s a breakdown of how these regulations affect calls to Spain:
- Mobile Numbers: You can no longer use Spanish mobile numbers for unsolicited commercial, marketing, customer support, or service calls. These types of calls will be blocked by local carriers.
- Caller ID: Spanish mobile Caller IDs (CCLID) are now blocked.
- Local/National Numbers: Spanish local or national Caller IDs are considered "best effort," meaning they may not always be delivered correctly.
To avoid service disruptions when dialing into Spain, we highly recommend purchasing a Spanish local or national number. This will help ensure that your calls comply with the new regulations and are successfully delivered to your customers.
In addition to the specific countries listed in this article, there are a few other general restrictions that apply to the Salesloft Dialer.
