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8.3 Call Masking Feature – User Manual

Module Type: Communication & Security
Platform: Customer App, Driver App, Admin Panel (via Twilio Integration)

Overview​

The Call Masking feature ensures secure communication between customers and drivers by hiding their real phone numbers. Calls are routed through a virtual or dummy number, acting as a bridge to protect privacy while still allowing coordination for trips.

Feature Explanation​

Definition​

Call Masking is a privacy-focused feature that prevents the exchange of real phone numbers between drivers and customers. Instead, both parties communicate through a temporary masked number generated via Twilio integration.

How It Works​

  1. Initiate Call:
    When the driver or customer places a call through the app, the system triggers a virtual number instead of showing the real one.

  2. Virtual Bridge:
    Twilio routes the call through a masked number that acts as a bridge between the driver and customer.

  3. Secure Connection:
    Both parties can communicate without ever seeing each other’s actual phone numbers.

  4. End of Session:
    Once the trip is completed, the masked number expires, ensuring continued privacy.

Key Benefits​

  • Protects customer and driver privacy by hiding personal numbers.
  • Prevents misuse of personal contact details after trip completion.
  • Enhances security and trust between customers and drivers.
  • Strengthens platform credibility by ensuring safe communication.

Use Case Example​

A customer books a ride and needs to call the driver for pickup coordination. Instead of seeing the customer’s real number, the driver receives a call from a masked number (e.g., +1-202-555-0199). Similarly, when the driver calls back, the customer sees the same masked number. Both can communicate seamlessly, but their personal numbers remain hidden.

Final Notes​

The Call Masking feature is an essential security enhancement that improves user trust and protects sensitive customer and driver information. By integrating with Twilio’s secure masking system, the platform ensures safe, reliable, and private communication throughout the ride experience.