Twilio Reviews

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews
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User Reviews Overview

About Twilio

Twilio is a cloud communications platform that enables businesses to build, scale and operate their own customized communication solutions. The platform is designed to be customizable and easy to use, which means that businesses...

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Feature ratings

Value for Money
4.2
Functionality
4.5
Ease of Use
4.2
Customer Support
4.1

Browse Twilio Reviews

474 of 474 reviews
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Rongen
Rongen
  • Industry: E-Learning
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 27/04/2024

Twilio SMS feature never fails and never over charges

Great experience with the app from UI/UX perspective and customer support.

Pros

I like the pay-as-you-go subscription model the most. The API integration is also smooth and easy. The knowledge base has all the steps/guide we need to implement and roll out.

Cons

Nothing that I can think of or have experienced.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 19/12/2024

Twilio - Seamless Communication for Developers and Business

Very good choice for developers, start-ups and enterprises looking for robust cloud communication services.

Pros

1- Set of APIs
• Messaging
• Voice
• Video
• Email
2- Twilio offers high availability with minimal downtime. That's why it has a reputation for reliability.

Cons

Twilio provides Limited support on free-tier users.

Megan
  • Industry: Consumer Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Functionality
2
Ease of Use
3
Customer Support
1

3
Reviewed on 08/01/2025

Only use it because its required in our CRM

Pros

I like that it connects to our CRM and sends automated messages

Cons

I do not like how hard it was to get our A2P registration set up and the back and forth with the support team, I don't like the cost on top of everything else we pay for and the website itself is not user-friendly

Top Twilio Alternatives

Diana
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
2
Customer Support
3

4
Reviewed on 16/01/2025

Best overall omnichannel messaging app

The application is hands down the best, but their sales team is a bit pushy. The customer service is fairly good.

Pros

They have the best UI for omnichannel messaging for SMS, MMS, RCS, WhatsApp and conversational AI. Everything works together quite nicely, and their pricing is quite good for what you get.

Cons

It can be very overwhelming to use if you're not an advanced A2P communications user. My clients do not enjoy using it, but they love the results they receive from it once they delegate it to someone else.

Ed
  • Industry: Insurance
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/12/2024

Twillio for Business

My overall experience with Twillio has been great.

Pros

I like that Twillio integrates with my CRM

Cons

I don't like that Twillio plays music when calling out from my CRM instead of hearing the phone ringing.

Gaurav
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Functionality
1
Ease of Use
2
Customer Support
2

2
Reviewed on 23/07/2024

Twilio is not meant for Canada

We lost a lot of business due to Twilio and would not recommend it for Canadian businesses.

Pros

Cheaper but you will loose many leads due to spam rejection so its not suitable for lead calling.

Cons

Not meant for Canada as 70% of outbound calls show as Spam to the receiver and causes loss of leads.

Steve
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 06/01/2025

Amazing Suite of Products

Excellent. We utilize several of the Twilio products and have built a large amount of our infrastructure with them.

Pros

API Functionality is seemingly limitless. Basically, if you can imagine it you can build it with Twilio.

Cons

There is nothing that I could find an issue with.

Steven
  • Industry: Construction
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
4
Customer Support
3

4
Reviewed on 28/01/2025

Great control for customer acquisition data.

Pros

Created a central portal for customer acquisition and management.

Cons

Have no negative input on Twilio at this time.

Zoltan
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
3

5
Reviewed on 16/12/2024

Great option for sending out SMS

Pros

The cost was very low compared to other options I saw and handled bulk API requests very well

Cons

Our account kept getting disabled due to suspicious logins which was just me under a VPN and had quite a few days of downtime because support wouldn't believe it was me.

Austin
  • Industry: Accounting
  • Company size: 11–50 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
5

5
Reviewed on 01/01/2025

Sync multiple communication channels

I had a technician set up the settings for me, and link multiple communication channnels.

Pros

It allowed me to sync multiple communication channels.

Cons

Twilio was fairly complex from a technical standpoint.

Aseel
  • Industry: Accounting
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 11/05/2023

Egypt

I benefited a lot from the application, as it provided me with many functions and capabilities that helped me greatly in performing the work and presented it to me smoothly, quickly and concisely in one place, many benefits in the success of the work and the communication process, I was able to see the workflow, control it and follow it up, and I solved Many of the problems with the application that some employees made with some customers, and I dealt with these problems quickly and amicably. I realized many facts and reached many information and benefits..

Pros

I found many advantages of making voice calls and sending text messages through the application and using them in the performance of the company's work, so that the application has become an indispensable main reference in life Daily and practical, I found integration in job performance in a very large way and it provided me with many things and benefits in performing work and controlling it, communicating with customers, suppliers and employees, monitoring them and their performance, knowing the desires and needs of customers, voice mail service, call recording, and many, many features in this application .

Cons

It has an easy, simple, practical interface that all groups can use and benefit from in a smooth and uncomplicated manner. It has advantages when the internet is cut off or the network is weak. I found integration in the performance of the current practical work and doing it to the fullest by means of this application, but it contains something that I think it lacks, which is the support of the Arabic language Some customers face a problem because of the availability of the language only, and we hope that the application will pay attention to this point and focus on it.

Alternatives Considered

CloudTalk

Reasons for Switching to Twilio

Because of its speed and provision of integration in functionality and ease of use and benefit from all its services.
Susan
Susan
  • Industry: Internet
  • Company size: Self Employed
  • Used Monthly for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 12/12/2023

Great Option for Business Phone/Text

Pros

Loved the ease of use and set up of a fully functioning business phone/text/voice mail system.

Cons

Compliance with SMS was a bit difficult to understand.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
3

5
Reviewed on 06/04/2024

Amazing Company Building A Place for businesses of all sizes

The company exceeds expectations and has a lot of products in the ecosystem, that interconnect businesses better with their customers

Pros

I like the company proposition, how there are tutorials and thorough documentation for everything that you will rarely talk to support about an error for example.

Cons

They have some limitations when it comes to the WhatsApp API. A lot of bureaucracy and long wait times are not suitable for businesses looking for a solution.

Alen
  • Industry: Apparel & Fashion
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/07/2024

Amazing product

Pros

Everything, but especially support and connectivity options.

Cons

There is nothing that I didn't like, product is close to perfect!

Chrisarn
  • Industry: Marketing & Advertising
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/04/2024

Twilio Has Been a Reliable Cloud Communications and SMS Marketing Software

Pros

This marketing and communications software has been easy to use and reliable.
Twilio is so accurate.

Cons

Twilio is flawless.
It makes SMS marketing efficient.

Lydia
Lydia
  • Industry: Plastics
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 15/11/2023

Twilio is the tool to get it right with customer engagements

Twilio has helped us reach our customers more effectively and easily by building a complete communication workflow where they can easily reach out to us through sms, video, audio or email.

Pros

Twilio offers all the resources needed to build a complete communication and customer support platform with multiple support channels like video and audio calls and instant messaging. It allows us to collect our customer data and analyze them so as to achieve a better understanding of our customers at a more personal level.

Cons

Twilio is not an easy to use product and training is always a necessity especially for beginners.

Marco
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/04/2024

Twilio: An Affordable and Reliable Cloud Communication Solution

Pros

This sms marketing and cloud communication software is affordable and reliable to use.
Twilio has great capabilities.

Cons

No dislikes for Twilio.
Twilio works so well for us.

Verified Reviewer
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
0

4
Reviewed on 27/11/2023

Trillion is a Great Integration for Sales Professionals!

Overall I had a great experience with Twilio. As a salsa professional, it checked all of the boxes for my team and I. We could record calls with ease, received awesome call quality, and made our lives very easy.

Pros

I really liked how we could call off of our work laptops and have the same quality as my cell phone. This allowed me to have the client data in front of me without worrying about my phone!

Cons

I have no complaints about Twilio! It was a great service.

Leifur
  • Industry: Computer Software
  • Company size: Self Employed
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
1
Functionality
3
Ease of Use
1
Customer Support
4

1
Reviewed on 07/09/2023

Could be really great, and it sounds great, but its really not

Twilio is a disaster of a product, and I would never ever use it again, it randomly stopped working and I got a Forbidden error that really had no documentation to explain why it was happening. When I contacted customer support they told me that it was because Twilio no longer offered email verification for free users. Well, they could have at least sent an email out telling everyone that. I would be forced to buy their tiered plan, switch services, or set up my own verification which sucks but at least tell your users that you're making these changes right?

Pros

It had a high number of emails you could send for free every day

Cons

They had a sprawling system that required like four api keys just to set up and integration between multiple products with little to no to innacurate documentation. First you have to have a SendGrid account and set up an API Key (first key in .env) , then you have to make an email template which is very hard to do because they have a lot of bugs with that whole system and its rather confusing as well, especially in regards to trying to actually write your own code for how it looks . Then you go to Twilio and get your Auth Token (second .env) and create a Service that has its own token (third .env) , then you integrate that with your sendGrid Template and I forgot where exatly but there some fourth token you need. It's ridiculously complicated and poorly set up, and the documentation doesn't really tell you how to code it, the page that tells you how to send emails has code examples for sending text messages so that's unhelpful. It took me several hours to figure out how it all works and get it set up for automatic emailing. When I switched to Courier it took my literally 15 minutes to do the exact same thing. They had great documentation, a wonderful easy to use website, and just one API key. Don't use Twilio, it's trash, try Courier.

Rory
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Functionality
1
Ease of Use
1
Customer Support
1

1
Reviewed on 07/07/2024

If I could give 0 I would

We were scammed with sms fraud to the tune of 2000USD. Eventually they refunded us. However 2 months later they canceled our account because of a bank charge back which we had cancelled. They basically threw our business under the bus. No one could sign up to our service for days. If you want to lose your clients and damage your business use twilio.

Pros

Nothing, they will through your business under the bus.

Cons

Highly unprofessional and don’t care about your business.

Verified Reviewer
  • Industry: Religious Institutions
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
3
Customer Support
3

4
Reviewed on 23/08/2023

Nice for SMS/MMS, WhatsApp is frustrating

Pros

Number creation and management is nice and easy. Logging is good, and APIs are top tier.

Cons

Channel breadth is a real issue. Texting and WhatsApp are all that's there. The WA integration was pretty frustrating. Simple tasks, like getting updates on number quality or template quality scores had to be done via support ticket.

Rilwan
  • Industry: Media Production
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 17/11/2023

Amazing and the best at the services they provide

Pros

We use a lot of channels for marketing and sms is one of the best with the response rate from platform users. Twilio makes it easier to send sms and manage. The features can be overwhelming at time but that's what makes the platform good.

Cons

Navigating the platform can be an hassle and this is a big setback. The customer service can be stressful at time, with the long waiting time to get a problem fixed.

Verified Reviewer
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
3
Customer Support
1

1
Reviewed on 22/09/2023

System down waiting in line for them again

It's a business system with crap support

Pros

It works when it works. It crashes and doesn't work

Cons

They updated their system, you have to hoop jump to catch up. You're down and waiting in line for 2 weeks. After 2 weeks we are notified they had a system error and we have to reapply and wait 2 weeks again

James
  • Industry: Furniture
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 27/10/2023

Why use Twilio?

Twilio has been great when sending message to our customers.

Pros

We use Twilio for sending a message to our customers that their order are ready so they would know its time to pay.

Cons

none so far and hopefully not in the future

Kurien
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 08/06/2023

Super Scalable & Great Value

Happy with it, but call flows can be improved upon and simplify the integration process.

Pros

Great value for the pricing and options provided.

Cons

Some options are not easy to integrate or use, especially the call flows.

Alternatives Considered

CallRail and Ringba

Reasons for Switching to Twilio

Better pricing and options.
474 reviews