TrueDialog builds the future of connected customer conversations

At a time when businesses juggle countless platforms—picture Salesforce for sales, HubSpot for marketing, Microsoft Dynamics for customer management—TrueDialog imagined something bold: what if communication, especially text messages, could flow effortlessly as one continuous dialogue. What if enterprise communication wasn’t fragmented, but fluid? That vision became the foundation of TrueDialog’s story.

Over the last decade, TrueDialog has built an enterprise-scale messaging platform designed to bring clarity and connection to complex communication ecosystems. For non-technical users, the company offers a simple, easy-to-use front-end interface; for enterprise teams, it delivers deep integrations across CRMs and marketing tools, ensuring that every text and conversation is captured, shared, and actionable, no matter where it originates.

TrueDialog isn’t just another messaging platform competing on price. Its true value lives above the message itself: seamless connectivity, compliance expertise, and the intelligent orchestration of customer dialogues across systems. John Wright, the CEO of TrueDialog, shares, “Companies like Bandwidth, as well as the application sets we develop internally, help our customers realize value in many forms.”

More than a messaging platform, TrueDialog stands out as a defining voice in the messaging ecosystem. 

Emerging as the Deliverability Sherpa

When 10DLC enforcement fully took hold in early 2024, the industry entered a new chapter of business messaging. Designed to protect the channel and build trust, the ecosystem was still finding its footing. Carriers were refining AI models to detect spam, tightening filters, and adapting to the massive volume and variety of enterprise traffic. Meanwhile, messaging senders were trying to understand how to comply with new 10DLC requirements and healthy messaging practices in this reshaped landscape.

The immediate implication? Many legitimate senders saw messages unexpectedly flagged or blocked. Registration delays prevailed. Deliverability wavered as the ecosystem found its rhythm.

TrueDialog felt the shift immediately. Customers who had long enjoyed smooth, predictable messaging suddenly saw delivery uncertainties. But instead of waiting for the dust to settle, TrueDialog moved quickly, determined to help shape the evolving landscape.

“The registration process is becoming consistent across number types. We worked with providers like Bandwidth and directly with The Campaign Registry to automate everything, and that’s put us in a great position. For toll‑free, all we have to do now is register a different type of number—the process itself stays the same, so we’re not rebuilding integrations. The same goes for RCS,” says Wright.  

Alongside registration, TrueDialog tackled message deliverability. The team launched a deep investigation, analyzing carrier receipts (including Bandwidth’s detailed insights), message content, number types, included link structures, and more. Using AI-driven scoring and heuristic modeling, they began identifying the subtle signals that could cause a legitimate message to be misread by early-stage filtering models.

From that work came TrueDelivery—a breakthrough tool that lets senders score and optimize messages before they hit “Send.” TrueDelivery’s AI models continuously adapt to shifting carrier filters, evolving in real time to remain highly effective.

The impact was immediate: 

• Deliverability improved: Users saw up to an 85% drop in undelivered messages for customers. TrueDialog eliminated ~100% of delivery-related support tickets internally.
• Costs were saved: Because senders pay for messages whether they’re delivered or not, catching false positives early helps them fix issues and avoid paying for undelivered texts.
• Engagement was protected: Even the best message is useless if it never arrives, and by helping ensure texts reach recipients, TrueDelivery boosts customer engagement and drives higher revenue for senders.

Rather than working around evolving messaging requirements, TrueDelivery works with them—anticipating how carrier AI will read a message and helping ensure that legitimate senders benefit from the channel’s protections.

Bringing thoughtful AI to business messaging

TrueDelivery isn’t the only place TrueDialog is leaning into the latest tech for its diverse customer base. As Wright put it, “We were very fortunate in that we saw AI as an early answer for a lot of things: number one, productivity. And we attacked it a little bit differently.” Rather than chasing trends, it focused on applying AI thoughtfully within communications, often in unexpected verticals.

One of the distinguishing examples came from higher education, where TrueDialog helped universities weave AI into their enrollment and academic advisory workflows, tackling two of the toughest challenges in the field: privacy and human oversight.

Armed with strong security certifications, TrueDialog designed a Bring-Your-Own-Bot model that kept each institution’s knowledge base private and unique. Training data stayed securely within the organization, never shared across public domains. 

But it didn’t stop there. TrueDialog engineered communication pathways that enabled AI and human advisors to work in tandem, ensuring students received informed guidance—not just automated replies—during one of life’s most important decisions. 

The result? Enrollment and advisory teams saw productivity gains of up to 50%, while AI models learned from real, empathetic conversations, making the technology smarter, and the experience more human.

Ten years strong: A partnership defined by trust and responsiveness

TrueDialog has built its reputation on serving large enterprises that depend on both one-to-one and large-scale messaging. It earned its name by enabling true two-way dialogue using long codes, in partnership with Bandwidth, a relationship that has endured since 2015. Today, that trust has grown into a seamless working rhythm.

“Bandwidth has done a great job of creating an environment where our development and service teams—those who access the backend components to develop new products for our customers—have easy access to what they need without having to get on the phone and talk.”

John Wright, CEO

Through the years, TrueDialog has continued to rely on Bandwidth to help its diverse customer base maintain local presence across markets. “What’s been great about Bandwidth is the availability of phone numbers and being able to obtain local area codes for our customers,” Wright explains. “For our professional sports franchises, if they want to sell to season ticket holders in Kansas City, they need an 813 area code.”

That flexibility extends across industries, from sports organizations to universities to national brands using toll-free numbers. “Having that availability for our professional sports franchises, for our universities and higher education systems, and for more national companies to use toll-free, is paramount for our type of customers,” he adds. 

Service quality, reliability, and self-service are at the heart of TrueDialog’s business model, and Bandwidth remains a key enabler of that promise. “One of the things my client services team says is that when we need assistance, Bandwidth does a phenomenal job of being responsive. You find out how good your partners are when there are problems, not when there are not problems. Bandwidth has proved to be a great partner.” 

But, operating in a highly regulated environment governed by the FCC and CTIA, TrueDialog also has to stay on top of shifting requirements. Wright notes, “Every six months we’ll do a webinar, sharing knowledge and information, including our legal and compliance support.” With Bandwidth’s support, his team stays well-prepared. “We have high trust in our legal department. What Bandwidth is really good at is keeping us notified of upcoming changes and requirements inside of that.”

This sense of partnership has only deepened over nearly a decade of collaboration. “We really like the leadership here [at Bandwidth]. We like the service level here. It’s been very consistent.”  Wright shares. 

He recalls one such moment that reinforced this trust: when 10DLC application times ballooned from instant approvals to delays of up to 20 days. Though the issue wasn’t with either company, TrueDialog and Bandwidth worked side-by-side to get it resolved. “The best experiences that I’ve had are during some of the worst of times. And I think that’s what builds a true partnership,” Wright reflects.

Anticipating challenges, accelerating innovation

TrueDialog has always believed in getting ahead of challenges, not chasing them. Tools like TrueDelivery were born from that mindset—a commitment to anticipate failures before they happen. Looking ahead, the company plans to take this proactive approach even further. Reflecting on Bandwidth’s new and upcoming reporting tools, Wright shared, “We’d like to take some of those tools… and not be reactive, but proactive, telling our customers, service team, or development team when there’s a problem before they even feel it.” 

On the innovation front, Wright is particularly energized by the potential of RCS (Rich Communication Services). For him, it’s not just about richer media like images and carousels, it’s about the deeper visibility it provides. “RCS delivers the message, and you can tell that it’s been received. That helps our customer service teams,” he explains. “If an image got there but didn’t display on the handset, we can troubleshoot why. It may seem small, but those little things really matter.”

Whatever the future holds, Wright remains confident. “We have an expert team that deeply understands carrier ecosystems. Most customer-facing issues are carrier-generated. Bandwidth has been a great partner when we can’t resolve them ourselves.”

Visit TrueDialog online or learn more about TrueDelivery.