Caller ID & Trust Hub

Two separate features live in Manage Business Phones and they work together:

• Caller ID verification lets outbound calls display your real business phone number instead of the system number.
• Trust Hub is a US compliance profile (required for A2P traffic). It tells carriers your business is legitimate, which dramatically reduces the chance your calls are flagged as spam.

Getting here

In Auto-Respond, go to Voice Agent → Manage Business Phones → and open the number you want to configure.

Caller ID verification

By default, when your agent calls a customer, the customer sees the system phone number (the one you purchased through Auto-Respond). If you’d rather they see your real office line, you need to verify that line as a caller ID.

When to use it

• You already have a well-known office number and you want customers to see it on inbound callbacks or outbound AI calls.
• You operate in a local area and the phone number is part of your brand.

Verification flow

Using a verified number as caller ID for leads

Once the number is verified, the agent’s outbound calls to a lead can display your verified number instead of the system number.

• Toggle: Use caller ID for lead.
• When on: the lead sees your verified business number when the agent calls.
• When off: the lead sees the purchased system number.

Troubleshooting caller ID verification

The verification call didn’t arrive.

• Confirm the number is in E.164 format with a leading +.
• Check that the number can receive calls (not a voicemail-only line).
• Try again — the call times out after about 60 seconds.

I entered the code but the status is still unverified.

• The status updates after the call ends. Refresh the page.
• If the code expired (calls left unanswered too long), restart the flow to get a new code.

Trust Hub (US A2P compliance)

Trust Hub is the compliance profile US carriers use to decide whether your outbound calls are legitimate. Without it, your numbers are much more likely to be labeled “Spam Likely” or “Potential Spam” on the recipient’s phone — even if the call is entirely legitimate.

The Trust Hub dialog — two tabs

The Trust Hub setup dialog (Setup Business & Trust Profile) has two tabs that are completed in order:

1. Business Profile — shown first. You fill in your business identity, industry, registration, address, and authorized representative, then click Submit for Review.
2. Trust Product — shown only after the Business Profile has been submitted. This is the second review step. You review the attached phone numbers, confirm the details, and click Submit Trust Product.

Each tab has its own status indicator (Business Profile and Trust Product) shown at the top of the dialog, and each can independently be pending, approved, or rejected. If either is rejected, the dialog lists the specific rejection reasons so you can edit and resubmit without starting over.

A Business Profile selector at the top lets you switch between existing profiles or choose Create New Profile.

Business Profile fields

When you start a Trust Hub profile you fill in:

• Business identity — one of:
  • DirectCustomer — you are the end business.
  • ISV / Reseller — you provide services that use the platform.
  • Unknown.
• Business type — one of:
  • Sole Proprietorship
  • Partnership
  • LLC
  • Corporation
  • Co-operative
  • Non-profit
• Business registration ID — DUNS number or EIN (US tax ID).
• Business industry — pick the closest fit from the list (AUTOMOTIVE, HEALTHCARE, REAL_ESTATE, CONSTRUCTION, and many more — 30+ options).
• Region — AFRICA, ASIA, EUROPE, LATIN_AMERICA, or USA_AND_CANADA.
• Website URL — your primary business website.
• Social URLs — optional social profile links.
• Address — street, city, state, postal code, country.
• Authorized representative — the person who signs off on the profile:
  • Name
  • Email
  • Phone
  • Title
  • Job position

Statuses

• not-configured — no profile has been submitted for this business.
• pending — your profile has been submitted and is under review. Submissions typically take several business days.
• configured — your profile is approved. Your numbers can be attached to it.
• error — something in your submission needs correction. Review the error, fix the fields, and resubmit.

Adding a number to an approved profile

Once your profile is configured, you can attach additional numbers (newly purchased or existing) to it. The number then uses the approved business identity for outbound compliance.

Troubleshooting Trust Hub

My submission is stuck in “pending” for days. A/V carrier reviews can take several business days. If it has been more than 10 business days, email support@auto-respond.com so we can check on it.

My submission returned an “error” status. Open the profile to see the specific field that failed. Most errors are around:

• A business registration ID (DUNS/EIN) that doesn’t match the business name.
• An address that doesn’t match the registration.
• A website that’s down or returns errors.

Fix the flagged field and resubmit.

Do I need Trust Hub if I’m only receiving inbound calls? No — Trust Hub is specifically for outbound A2P traffic. Pure-inbound Answering Agents don’t require it. Calling and Batch Calling Agents benefit significantly.

Questions? Email support@auto-respond.com.