Hiya number registration and reputation

Maintaining trust in outbound voice communications is critical for customer engagement. Hiya number registration enables businesses to officially register their outbound phone numbers with the Hiya voice security network.

By verifying ownership of your numbers, Hiya ensures your outgoing calls are accurately identified. This protects your brand reputation and maximizes call answer rates across millions of mobile devices and major carrier networks.

What is Hiya number registration and reputation?

Hiya powers the caller ID, spam detection, and call security infrastructure built into multiple wireless carriers and mobile device manufacturers (including Samsung).

Within the Infobip platform, this integration is part of the Voice Trust Center and covers two distinct operational capabilities: Registration (establishing verified identity) and Reputation Retrieval (monitoring number health).

Business and number registration

Without registration, automated carrier algorithms analyze outbound traffic patterns. High call volumes, short durations, or sudden traffic spikes can trigger spam flags. These flags label legitimate business calls as "Spam Likely" or "Scam," or block them entirely.

Number registration solves this through a two-step verification flow:

• Business Vetting: Your organization submits corporate credentials to Hiya for identity verification.
• Number Mapping: Once the business profile is approved, your outbound phone numbers are registered under that profile.

Reputation scoring and retrieval

Registration establishes your identity to prevent mislabeling. Reputation scoring provides continuous visibility into how carrier algorithms and devices from Hiya OEM partners view your numbers over time.

For any registered phone number linked to an approved business profile, you can query Hiya through Infobip to retrieve its live reputation score. Use this data to:

• Continuously audit number health across your active inventory.
• Catch negative scoring trends early before call answer rates decline.
• Gather data required to submit targeted remediation requests to carriers if scoring anomalies occur.

Coverage

Hiya global reach relies on a hybrid distribution strategy that combines two primary integration channels:

1. Direct carrier integrations: Hiya integrates directly into mobile network operator (MNO) core infrastructure (for example, EE and Virgin Media O2 in the UK, AT&T in the US). Calls are validated and identities delivered in real time at the network layer.
2. OEM partnerships: An Original Equipment Manufacturer (OEM) partnership is a business arrangement where one company builds software or components that are integrated directly into a different company's end product. Hiya partners with major mobile device manufacturers to pre-install its call security platform natively into device firmware and dialers during device setup. Most notably, Hiya powers Samsung Smart Call globally and integrates across other mobile hardware environments.

This multi-layer approach determines the audience reach for outbound registration and the available telemetry for reputation score retrieval.

Coverage metrics vary by region, but registering numbers and retrieving reputation scores provide operational value even in countries where Hiya subscriber reach is under 50%. Spam algorithms across carriers rely on similar behavioral signals. A negative score on the Hiya network serves as an early warning that your numbers may face broader reputation issues.

Registering numbers also ensures your verified identity is visible to high-value demographics, including those reached through OEM partnerships such as Samsung. Answer rate improvements scale automatically as Hiya expands its carrier and OEM integrations.

For countries other than the United States, the percentage reflects combined mobile phone coverage across Hiya carrier and OEM integrations.

Outbound calling best practices

Number registration establishes your verified corporate identity with carriers and mobile networks. It does not grant immunity from real-time network monitoring or spam detection algorithms. Carrier analytics, operating systems, and end users continuously evaluate live call behavior independently.

A common misconception in outbound communications is the "myth of mislabeling." When a legitimate business call is flagged as spam, it is rarely an accidental system error. Spam analytics algorithms label the call because the dialing patterns or recipient responses mirror unwanted behavior.

Automated spam engines evaluate real-time contextual factors: call frequency, high drop rates, brief durations, and direct user reports. Registration provides a trusted foundation, but sustaining high call deliverability requires ongoing adherence to customer-friendly dialing practices.

Phone number reputation best practices

To protect your registered business identity and maintain optimal reputation scores across global networks, align your outbound operations with these core standards:

• Avoid excessive call frequency: Avoid repeatedly calling the same contact within a short window. Over-dialing causes recipient frustration and is a primary driver of manual spam reports and number blocks.
• Eliminate dialer delays and dead air: Configure predictive dialers to connect an agent immediately when a call is answered. Brief pauses or dead air trigger immediate hang-ups, which spam engines treat as a high-risk signal.
• Reduce early call terminations: Train agents to state their name, company identity, and purpose of the call within the first few seconds. Clear, upfront transparency builds immediate trust and lowers early disconnect rates.
• Honor spoken and unspoken preferences: Respect explicit opt-out requests immediately. Additionally, treat consistent non-engagement or repeated hang-ups as unspoken cues to halt outreach.
• Use high-integrity lead lists: Target only contacts who have explicitly opted in or have a recent, active relationship with your organization. Cold outreach to stale or unverified lists significantly increases negative feedback scores.
• Limit campaign timeframes: Discontinue outreach if a lead shows no engagement over a prolonged period (for example, several months). Over time, contacts forget initial consent, increasing the likelihood of spam reports.
• Respect regional contact hours: Adhere to local regulations and acceptable calling windows (typically 8:00 AM to 9:00 PM local time) across all destination regions.
• Maintain professional agent conduct: Ensure agents uphold high communication standards, courteous demeanor, and active listening, as negative call experiences directly result in end-user block and report actions.
• Practice consistent number usage: Avoid rapid number swapping or cycling tactics often associated with illegitimate spam operations. Dialing consistently from designated, registered numbers helps carrier networks build a long-term positive reputation for your brand.
• Ramp up traffic gradually (number warm-up): Avoid launching high-volume campaigns immediately from newly assigned or registered phone numbers. Gradually increase daily dialing volumes over a few weeks so carrier algorithms can establish a normal, trustworthy traffic baseline.
• Leverage Branded Calling ID (BCID) (US market): Displaying your verified company name, logo, and call reason directly on recipient screens builds instant recognition, significantly increases answer rates, and reduces manual spam reporting.

Register your business

Before you begin, make sure you have an Infobip account with at least one voice number assigned. If you plan to use the API, you also need an API key.

Before registering your numbers, you need to register your business. You can register multiple businesses if your Infobip account supports traffic from distinct businesses. A business can be registered through the API or using the Infobip portal:

1. Through the API: Use the methods under Business Registration API.
2. Using the Infobip portal:
   1. Open the Voice and WebRTC channel application.
   2. Go to Trust Center > Number Reputation.
   3. Select Register a business.

Registering a business is an asynchronous process. Hiya reviews and approves the submitted business data. You can query for your business status through the API or from the Infobip portal. A business status can be any of the following:

Each registered business results in a monthly recurring charge until access to reputation data is removed, either through the API or through the portal. To stop charges, remove the business registration using the Business Registration API or from the Infobip portal.

Register your numbers

From the moment your submitted business has REGISTERED status, numbers can be registered against that business. You can register a maximum of 100 numbers in a single request and submit multiple number registration requests for the same business. Each number registration request can be associated with a job name for easier later reference.

Registering numbers for a registered business does not result in additional charges.

Number registration can be done through the API or using the Infobip portal:

1. Through the API: Use the methods under Number Registration API.
2. Using the Infobip portal:
   1. Open the Voice and WebRTC channel application.
   2. Go to Trust Center > Number Reputation.
   3. Select Register numbers next to a registered business.
      1. Assign a job name in the Tag field.
      2. Select the numbers you want to register with this request.

Registering numbers for a business is an asynchronous process. Hiya reviews and approves the submitted data. You can query for your number registration status through the API or from the Infobip portal. Submitted numbers for registration can reflect the following states:

Retrieve the reputation score

You can request the reputation score of registered phone numbers by using the API or the Infobip portal:

1. Through the API: Use the methods under Reputation Scoring API.
2. Using the Infobip portal:
   1. Open the Voice and WebRTC channel application.
   2. Go to Trust Center > Number Reputation.
   3. Open the table row of the business you want to check.
      • Select Check reputation next to the number.
      • Or select multiple numbers, then select Check reputation in the floating menu.

The portal always shows the last known reputation score for numbers for which a reputation score has already been requested.

Once reputation data is returned, the phone number table updates with the current flag status of the number. Select the Options menu to access the full scorecard of that number, which includes a rating based on 4 distinct metrics.

Checking the reputation score results in an additional charge for each request and each number.

Understand the reputation score

Querying the reputation of your registered phone numbers returns a real-time assessment of how call-blocking algorithms and spam-protection networks view those numbers. Spam labeling is dynamic, not static. Each call is analyzed using historical patterns alongside real-time behavioral signals, so reputation profiles can evolve quickly.

The returned score provides a high-level spam warning status and a reputation report card. The report card includes behavioral grades to help you identify root causes of labeling issues.

The system might return unavailable or not found scores. This means the number is registered but reputation tracking is inactive, the number is not registered to any business, or the number is incorrectly formatted.

Spam status and category

These values define if and why a number is being labeled as spam across recipient devices.

The reputation report card

To diagnose why a number has been flagged or has dropped in quality, the reputation scoring also returns four key behavioral metrics. Each behavioral metric is graded on a four-tier scale: good, normal, poor, or very_poor.

The Maturity metric is available immediately upon query. The Desirability, Engagement, and Reaction metrics require active call volume to generate accurate grades. For newly registered numbers, these three metrics initially return as null.

It typically takes a minimum of 4 hours of post-registration calling activity to populate these scores. Numbers with extremely low outbound call volumes may continue to return null if there is insufficient data.

Why is a number with no call history already flagged?

A number with no call history can still be flagged. Hiya applies number-rotation protections. If a registered number has no activity, its reputation is inferred from the other active numbers that belong to the same business.

If the business has a poor reputation on its other numbers, additional numbers inherit that reputation until they build their own history. The fix is usually not redress. The solution is to improve calling practices across all business numbers. Numbers are considered mature after initially observed calls, so making wanted calls clears the label over time.

Redress process

A spam label is not static. Every call is evaluated individually, and the labeling status of a number can change over time based on calling behavior and how recipients respond.

Before requesting redress, confirm the current status through the reputation scoring API or the portal. Redress is only relevant for numbers labeled as spam (in practice, numbers in flagged or sometimes mixed_high status). If a number is unflagged, there is no label to remove.

Redress is the right step when a business has good reason to believe a number is being labeled incorrectly. It is not a way to override how recipients genuinely feel about the calls they receive. Start a request when:

• The number is confirmed as labeled (status is flagged or mixed_high).
• The business reasonably believes the calls are wanted by recipients, for example, they are expected, requested, or transactional.
• The label is affecting answer rates and the business has evidence that the calls are legitimate communications that recipients want to receive.

Requests must be made in good faith. Confirm through the scoring retrieval that the numbers are actually labeled, and have a reasonable belief that the calls are wanted by recipients. Submitting numbers that are labeled because of genuinely poor calling behavior does not typically succeed and is better addressed by changing calling practices.

How to submit a redress request

Businesses can submit redress requests directly to Hiya. A Hiya account is not required. Businesses can use the Continue without an account path on the request form. Results are emailed to the contact provided on the form.

To submit a redress request:

1. Go to the Hiya help portal, then select My Own Numbers, then select Continue without an account.
2. Provide information for the requesting business in the form fields. A single request can cover numbers for more than one business.
3. Attach the phone numbers as a plain text attachment. A single request can include up to 1,000 numbers.
4. Format every number in E.164 format (for example, +12065550123) to avoid processing delays.
5. Confirm the numbers are actually labeled by retrieving the reputation score before submitting.

What happens after submission

A review generally completes within 2 to 4 hours, though it can take longer when a large volume of numbers is being processed. Results are emailed to the contact listed on the request. Each number in a request is evaluated individually, so a single request can return several different outcomes:

Confirm results and prevent future labels

Redress removes a label, but it does not change the underlying calling behavior that may have caused it. Use the reputation data to confirm the result and to address root causes.

Confirm a removal

Spam labeling is based on at least the past week of calls. A number does not move straight to unflagged the moment a label is removed. It drops from flagged to mixed_high, then transitions toward unflagged over roughly a week of continued good behavior.

Track numbers that have received redress and are in mixed_high to confirm they trend in the right direction. Numbers with a history of labeling are more likely to be labeled again, so monitor them more closely.

Use report card grades to find the root cause

When a number is labeled because of genuine calling behavior, the report card grades explain why. Reviewing them is more productive than repeated redress requests:

Redress vs. reputation monitoring

Use reputation status checks and report card grades for real-time questions: is this number labeled, and why? This is the right tool for day-to-day monitoring and for diagnosing problems.

Use redress when a number is confirmed labeled, the business believes it is incorrect, and a formal Hiya review is needed to potentially remove it. Monitoring first avoids unnecessary redress submissions and helps build well-founded requests.

Related documentation

• Voice Trust Center
• Caller Name Delivery (CNAM)
• Branded Calling ID (BCID)