Twilio SendGrid Email Opt-in and Opt-out Requirements

As part of our efforts to stop unwanted emails, Twilio has recently updated our Twilio SendGrid Email Policy to be more consistent with our Acceptable Use Policy (AUP). Email recipients expect that the emails they want to receive will reach them, unhindered by filtering or other blockers. An important step Twilio and its customers can take to make that expectation a reality is to prevent and eliminate unwanted emails. To that end, Twilio strives to work with its customers so that emails are sent to recipients that wish to receive those emails, and those emails comply with applicable laws, regulations, and industry standards or guidance.

This guide covers the main requirements around user email consent. For full details, see the complete Twilio SendGrid Email Policy.

Notice: If you are an Independent Software Vendor (ISV) - a Twilio SendGrid customer who uses Twilio SendGrid services in the delivery of your services to your own clients (see End Users as defined in our Terms of Service) - that means your responsibility to adhere to our policies extends to the activity of your customers. You and your End-Users must comply with the Twilio SendGrid Email Policy and all applicable laws, regulations, and industry standards or guidance in connection with your use, or your End Users use of Twilio SendGrid Email.

Opt in requirements

  • Twilio SendGrid Email requires users to obtain any applicable legally mandated opt-in consent from email recipients prior to sending email to that recipient. Proof of consent must also be retained where required, at least until the recipient opts out.
  • Purchased or rented email lists of recipients that have not affirmatively consented are not allowed.
  • All email sent must clearly and accurately identify yourself or your organization if you are the sender. All messages must also contain a clear non-deceptive subject line that accurately reflects the content and/or purpose of the email.

Opt out requirements

  • All commercial or promotional email you send must include the following in the body of each message:
    • An accurate physical mailing address in the body of the email where unsubscribe requests can be physically mailed
    • A clear and conspicuous hyperlink for unsubscribing
    • A hyperlink to your organization’s privacy policy that is applicable to any messages you send
  • Recipients must be able to revoke their consent to receiving your messages at any time.
  • Opt out requests must be honored within the timeframe required by any applicable laws, or 10 days - whichever interval is shortest.
  • Individuals must opt-in again before you can send additional email messages to them.

Additional resources

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