Caller reputation tools

When business calls show labels such as Spam Likely, fewer customers pick up. HLB includes caller reputation tools in the Trust Center (Settings > Phone Numbers > Trust Center). They cover three layers: authentication, caller name and reputation.

• SHAKEN/STIR: helps verify that your business is authorized to use the number shown on an outbound call, making it harder for others to impersonate it. Eligible numbers may be enrolled automatically, or you can set it up in the Trust Center. It does not remove spam labels by itself.
• CNAM: links your U.S. number to your business name, so people may see who is calling instead of only digits. Whether the name appears depends on the recipient's device and service, and it is more common on landlines than mobile phones. It does not affect spam labels.
• Voice Integrity: submits eligible U.S. numbers to caller ID analytics providers First Orion, Hiya and TNS, which review it separately. This helps clear incorrect spam labels and raise answer rates. SHAKEN/STIR must be in place first, and CNAM is recommended.

To apply for Voice Integrity, open its tab in the Trust Center. Enter your use case, employee count, average daily call volume and, if you want, your branded caller name. The application is free and can be submitted once. It is typically processed within two business days, you can follow progress under Submitted Applications and you are notified once your numbers are approved. Label changes can take time to show up everywhere.

If a flagged number is new or not important to your business, replacing it is usually faster than fixing the label. Keep call volume steady, avoid sudden spikes and keep your business details accurate to maintain a good reputation over time.