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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- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
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
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Weekly for 2+ years
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Review Source
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.
- Industry: Insurance
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Construction
- Company size: 11–50 Employees
- Used Weekly for 2+ years
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Review Source
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.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Monthly for 6-12 months
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Review Source
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.
- Industry: Accounting
- Company size: 11–50 Employees
- Used Monthly for 6-12 months
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Review Source
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.
- Industry: Accounting
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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
CloudTalkReasons for Switching to Twilio
Because of its speed and provision of integration in functionality and ease of use and benefit from all its services.
- Industry: Internet
- Company size: Self Employed
- Used Monthly for 1+ year
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Review Source
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Apparel & Fashion
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Amazing product
Pros
Everything, but especially support and connectivity options.
Cons
There is nothing that I didn't like, product is close to perfect!
- Industry: Marketing & Advertising
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
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.

- Industry: Plastics
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
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.
- Industry: Computer Software
- Company size: Self Employed
- Used Weekly for 1-5 months
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Review Source
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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
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.
- Industry: Religious Institutions
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Media Production
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Automotive
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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
- Industry: Furniture
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.