Twilio Reviews & Product Details

Fairly straight forward integration and a good basket of product offering. Review collected by and hosted on G2.com.

Their customer service is terrible, non-existent actually. They do not listen to anything you tell them and instead constantly feed you stock answers from the support docs regardless of relevancy. The goal seemed to be to get you to pay for a customer service package in order to get them to tell them where their system has failed.

I am now 6 weeks into an issue getting A2P 10DLC approved for 4 clients. I had already submitted all, having gone through their process. I never received an email that any were disapproved, then I log in one day to check and all are back at the starting point. I reached out to understand what and get them to again share the Brand to these 4 accounts, and while they said the share the Brand to all my account it took 3 emails to get that to actually be so. Now the Brand registration process only produces drafts, even though when I go through it, it says it has been successfully submitted. On a couple I have 10-12 draft brand registrations. They then started explaining to me how & what I needed to do to get the campaign registration done when I cannot even get to that point. I have now sent 4 emails to them with video showing conclusively that what I say is true and they flat out ignore me. Terrible Review collected by and hosted on G2.com.

Honestly, there’s very little to highlight positively given our experience. While Twilio does offer a wide range of communication APIs (SMS, voice, etc.), the overall usability and support experience significantly overshadow any potential benefits. The platform might be powerful in theory, but in practice, the lack of responsive support and clarity makes it difficult to take advantage of those features effectively. Review collected by and hosted on G2.com.

The biggest downside has been the support experience. Responses are extremely slow or nonexistent, and when you do get something, it’s often generic and not helpful for real issues. Most of the initial support seems AI-driven and unable to handle anything beyond basic questions. On top of that, being asked to pay a significant additional fee just to access proper live support is frustrating and feels unreasonable.

We’ve also experienced challenges with reliability during testing and setup. The platform itself can feel overly complex without clear guidance, which makes onboarding and troubleshooting harder than it should be. Overall, the lack of timely support and clarity has made it difficult to rely on Twilio for critical business needs. Review collected by and hosted on G2.com.

The best thing about Twilio is that it doesn’t get in its own way. It’s flexible enough to grow with you, rather than becoming a bottleneck the moment you start to scale.

From a UX standpoint, they’ve nailed the "developer-first but human-friendly" balance. The console is clean, and even if you aren’t a coder, you can jump in to check logs or usage without feeling like you’re staring at the Matrix. Their documentation is arguably the gold standard—it actually makes the implementation process feel smooth rather than like a chore.

Where it really wins is how it plays with others. It plugs into CRMs like Salesforce or custom stacks so seamlessly that communication starts feeling like a built-in part of your workflow rather than a separate app you have to manage. Plus, the reliability is rock solid; you aren't constantly checking to see if messages actually went through.

The catch? It’s not the cheapest, and you definitely need to keep an eye on your billing as you grow. But for the ROI you get in automation and global reach, the trade-off usually makes sense. If you have the technical talent to steer it, Twilio is easily one of the most powerful engines you can put under the hood of your customer engagement strategy. Review collected by and hosted on G2.com.

What I dislike about Twilio is that it’s essentially a "bring your own engineer" platform. If you don't have a dedicated dev team, it can feel like you’re being handed a pile of parts without an instruction manual.

The UI is fine, but it’s clearly built for people who live in a terminal. For anyone in marketing or ops, trying to troubleshoot a failed message feels like trying to read code in the dark. You end up constantly tapping your engineers on the shoulder for things that should be simple buttons.

The biggest headache? The bill. The pricing is "flexible" in the same way a credit card is flexible—it’s great until you see the statement at the end of the month. Without someone babysitting the usage logs, costs can spiral before you even realize what happened. It’s a powerful engine, but it’s definitely high-maintenance. Review collected by and hosted on G2.com.

Literally zero recommendations. Committed pure fraud in my eyes and I dont see myself ever using their platform at all. They ask for you to pay for their service first before youre even allowed to use their service which goes through an AI generated approval process. Extremely unfair. Review collected by and hosted on G2.com.

I hated that you had to pay first to MAYBE get to use their service. Its a scam, a con and fraud. I cannot get a refund. I am a small business that wanted to be able to send out push notifications to its employees and clients and now I am at a loss for words. Review collected by and hosted on G2.com.

“Twilio SendGrid lets us send high volumes of marketing emails without putting our own domain reputation at risk. It also integrates well with SAML, which makes access management and security much easier for our team.” Review collected by and hosted on G2.com.

One downside is that it is difficult to split costs cleanly between departments. In practice, we have had to maintain two separate accounts, which adds administrative overhead and makes the platform harder to manage. Another limitation is that the generated API keys are quite rigid, which creates challenges for some of our legacy applications and devices that have stricter length or formatting constraints. Improvements in account-level cost allocation and more flexible API key options would make the platform easier to operate. Review collected by and hosted on G2.com.

Twilio is the most reliable global messaging platform and it can connect with most popular VoiP systems. It's also has affordable local number in most countries and cheap outbound and inbound calls/messages rate. Their support is superb. The platform dashboard is easy to navigate for users with tech background.

My team uses Twilio daily as it's integrated with our GHL CRM, and 3CX. Review collected by and hosted on G2.com.

Twilio is a developer's dream because of its flexible APIs and global reach, Its easy to scale our messaging. However, the technical setup is little demanding, and the pay-as-you-go costs spiked unexpectedly as our contacts and sales call grew. It’s powerful if you have the coding talent, but the slow customer support and complex compliance hurdles can be a major headache. Review collected by and hosted on G2.com.

I was not able to get their services up and running for more than two days due to lack of support and fraud dept response. Review collected by and hosted on G2.com.

The support is horrible, the fraud dept does not answer support tickets or follow through on their statements. Review collected by and hosted on G2.com.

It’s very easy to buy a phone number and connect it to n8n (or any other automation app) using an API or webhook. I also like how simple it is to view the logs and quickly confirm whether there were any SMS delivery errors. Review collected by and hosted on G2.com.

It takes a long time to get a phone number approved for SMS delivery with the A2P campaign registry. Review collected by and hosted on G2.com.

I like how Twilio allows us to customize the numbers and call customers all over the world without any limits. The same goes for using chat. It's great that as long as you have it integrated on your website under the support page, anyone from all over the world can reach our support team without any issues. The initial setup was very easy; we just needed to log in as it was already set up by the IT specialist, making it really convenient. Review collected by and hosted on G2.com.

It could sometimes be difficult as there are some Twilio issues that could happen. It's very rare and unexpected, but sometimes it can be annoying and inconvenient, especially if you need to reach out to the customer as soon as possible. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Twilio's free tier is misleading and doesn't allow real testing, only preset SMS, which feels more like a demo than a free plan. The onboarding process is confusing, and I had a very specific use case which wasn't supported without hours of struggle. I was charged $20 upfront for registration fees without any clear benefit, and my account was suspended for lack of funds. The pricing model seems deceptive, with hidden charges for necessary permissions totaling $19, which aren't clearly displayed. Overall, it felt like a scam, and I've decided to switch providers. Review collected by and hosted on G2.com.