--- title: Twilio Reviews meta_title: 'Twilio Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 529 reviews by the users' company size, role or industry to find out how Twilio works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 529 scale: '5' date_modified: '2026-08-02' parent_category: name: Development url: https://www.g2.com/categories/development --- # Twilio Reviews **Vendor:** Twilio **Category:** [Communication Platform as a Service (cPaaS) Platforms](https://www.g2.com/categories/communication-platform-as-a-service-cpaas) **Average Rating:** 4.1/5.0 **Total Reviews:** 529 ## About Twilio Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. ## Twilio Pros & Cons **What users like:** - Users find Twilio to be **user-friendly** , easily managing services and features without complications. (40 reviews) - Users praise Twilio for its **easy integrations** , enhancing communication and streamlining workflows within their businesses. (30 reviews) - Users praise Twilio for its **seamless integrations** with various systems, enhancing communication efficiency and stability. (23 reviews) - Users value Twilio for its **easy setup** , enjoying a seamless and efficient integration process for communications. (21 reviews) - Users value Twilio's **efficient API integration** , ensuring seamless notifications and communication across various platforms. (19 reviews) - API Quality (17 reviews) - Messaging (17 reviews) - Reliability (17 reviews) - Users appreciate the **easy communication** provided by Twilio, streamlining notifications for medical appointments and enhancing security. (15 reviews) - Features (13 reviews) **What users dislike:** - Users find Twilio's pricing to be **expensive at scale** , especially with increasing usage of SMS and WhatsApp. (26 reviews) - Users experience **poor customer support** , facing long response times and inadequate assistance for resolving issues. (23 reviews) - Users often find **difficult configuration** for advanced features challenging, especially without programming expertise in smaller teams. (14 reviews) - Users find the **complex setup** for advanced features challenging, often requiring programming skills and delaying usability. (11 reviews) - Users find that the **technical knowledge required** for Twilio's advanced features can be challenging for smaller teams. (11 reviews) - Users experience **billing issues** with Twilio, facing complex pricing, unexpected charges, and frustrating account blocks. (10 reviews) - Users find Twilio's **limited features** frustrating, as it lacks sufficient marketing metrics and user-friendly integrations. (10 reviews) - Users report significant **messaging issues** with Twilio, including fraud, poor support, and unresolved SMS disruptions. (10 reviews) - Users find the **complex process** of getting started with Twilio challenging, especially for beginners navigating the dashboard. (8 reviews) - Learning Curve (8 reviews) ## Twilio Reviews ### 1. Twilio is a nice tool with many communication services **Rating:** 4.0/5.0 stars **Reviewed by:** Alberto G. | Software Engineer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2023 **What do you like best about Twilio?** It has a powerful UI that helps you to configure many things without writing code. If you need more customization, you can write your code and fit it to your needs. **What do you dislike about Twilio?** The SMS service is very expensive compared to the other providers. Other services are expensive as well but might be worth the investment if you will get a return. **What problems is Twilio solving and how is that benefiting you?** Twilio offers a variety of services that I have used in the past, like Streaming, SMS Delivery, and Email Delivery with Sendgrid. It offers good quality services. ### 2. A great tool for bulk SMS **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Research | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2023 **What do you like best about Twilio?** Twilio easily integrates with other programs. **What do you dislike about Twilio?** Many of the error codes have similar possible reasons listed. **What problems is Twilio solving and how is that benefiting you?** It provides a path for us to send bulk SMS. ### 3. A Powerful Communication Platform for Developers and Businesses. **Rating:** 5.0/5.0 stars **Reviewed by:** Ahmed E. | Topprankad Frilansare Designer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Twilio?** As someone who has used Twilio for my business, I have found that its ease of use and versatility are some of its best features. Twilio's cloud communications platform offers a range of APIs for integrating voice, SMS, and messaging capabilities into applications and services, making it easy to set up and customize communications workflows. The user-friendly interface and comprehensive set of tools have allowed me to automate processes and improve customer engagement. Additionally, Twilio's support for developers and vast community of resources, including documentation, tutorials, and sample code, has been invaluable in helping me implement and customize Twilio's capabilities to meet my specific needs. Overall, Twilio is a powerful and flexible platform that has helped me streamline my business operations and improve customer satisfaction. **What do you dislike about Twilio?** One thing that I find frustrating is the cost of using some of its features. While Twilio offers a range of communication solutions, some of its more advanced features can be expensive to use. Additionally, while the user-friendly interface and comprehensive set of tools are great for developers, they can be overwhelming for those with limited technical knowledge. **What problems is Twilio solving and how is that benefiting you?** I run a healthcare clinic and was struggling with patient communication. I needed a way to automate appointment reminders and provide patients with an easy way to confirm or reschedule appointments. I also wanted to offer a secure way for patients to communicate with their doctors and receive updates on their health status. That's when I discovered Twilio. I used their SMS and voice APIs to build a custom solution that integrated with my electronic health record (EHR) system. This allowed me to send automated appointment reminders to patients via SMS and voice messages, making it easy for them to confirm or reschedule appointments. In addition, I used Twilio's secure messaging API to enable secure, HIPAA-compliant messaging between patients and doctors. This provided my patients with a convenient and efficient way to communicate with their doctors, reducing the need for in-person visits and improving patient satisfaction. Overall, Twilio's platform has been a game-changer for my clinic. It has helped me streamline patient communication, reduce administrative burdens, and provide my patients with a better experience. I highly recommend Twilio to other healthcare providers looking for an efficient and effective way to engage with their patients. ### 4. The best SMS and WhatsApp API provider **Rating:** 4.5/5.0 stars **Reviewed by:** Devang S. | Content Writer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2023 **What do you like best about Twilio?** Twilio is an excellent service for communication APIs. Twilio provides APIs for Text Messages (SMS), WhatsApp, Audio calls and Video Calls. We can integrate other social media channels like Meta Messanger etc. **What do you dislike about Twilio?** Twilio is expensive and can be challenging to use. Twilio also has limited features and poor customer support. If we negate this thing, Twilio is a good choice for developers. **What problems is Twilio solving and how is that benefiting you?** I use Twilio for my web development integrations for SMS. I use the Twilio API service to send and track the SMS process. It gives an excellent dashboard to view all analytics. It also has beautiful reports features. ### 5. Twilio has taken our customer engagement experience, to a whole new level. **Rating:** 5.0/5.0 stars **Reviewed by:** Nitu S. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Twilio?** Twilio excels in the area of analytics and reporting, providing real-time tools that enable my team to monitor our customer engagement campaigns, track performance, and make data-driven decisions. This has been instrumental in optimizing our engagement strategies and improving ROI, especially when integrated with our preferred CRM system. **What do you dislike about Twilio?** Twilio has been very satisfactory for customer engagement purposes, which is the primary purpose it serves within my department. **What problems is Twilio solving and how is that benefiting you?** Twilio helps to bring new levels of automation to our engagement with customers , by enabling us to send automated messages to our target audience, on a variety of messaging platform like Facebook messenger, Whatsapp, Telegram etc based on specific interactions and behaviors while using our services. Twilio's integration with our internal CRM system, has allowed us to streamline our engagement workflow with customers , leading to improved productivity. ### 6. Worst customer service **Rating:** 0.0/5.0 stars **Reviewed by:** Prateek A. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2023 **What do you like best about Twilio?** All apis under one roof. Pay as you go pricing allows users like me who are just starting to limit their expenses. **What do you dislike about Twilio?** Lot of bugs. Customer support didn't reply even in 8 days and I am still waiting. **What problems is Twilio solving and how is that benefiting you?** Whatsapp official api for businesses. ### 7. Easy to integrate in a virtual events platform **Rating:** 3.5/5.0 stars **Reviewed by:** Fawaz S. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Twilio?** Twilio is easy to integrate and the customer support is great. They help us integrate the api and help us customize the platform as per the requirements **What do you dislike about Twilio?** The breakout rooms are sometimes buggy, when there are mor e than 25 users, people get dropped off automatically **What problems is Twilio solving and how is that benefiting you?** Virtual events platform ### 8. Unless you pay 250/m for support dont use this company **Rating:** 0.5/5.0 stars **Reviewed by:** William W. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2023 **What do you like best about Twilio?** Set up and buying a number is easy. From this point on they don't assist with anything else. **What do you dislike about Twilio?** The MINIMUM support fee is $250 a month. Expect zero support otherwise with complete ignorant "support representatives." They ruined my phone number by duplicating requests, and their response was "There's nothing we can do. You can buy another phone number. How do you wanna proceed?" I don't usually log interviews, for my experience but Twillio is a complete JOKE. **What problems is Twilio solving and how is that benefiting you?** SMS with Customers ### 9. Twilio is excellent for SMS **Rating:** 5.0/5.0 stars **Reviewed by:** Dr. Jeanette D. | President, PT, DPT, LAT, ATC, PNMT-C, NASM-CPT, NASM-FNS, NASM-CES, TMRc, Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2023 **What do you like best about Twilio?** I like Twilio because of its seamless integration with website/CRM platform. It is reliable and consistent with SMS. Once it is set up, I don't have to think about it. **What do you dislike about Twilio?** The set up can be a bit confusing. I'm not a tech expert so I really have to focus and concentrate on all the steps to ensure accuracy. Fortunately, the instructions are made available. I would prefer video "how-to" instructions. **What problems is Twilio solving and how is that benefiting you?** Twilio allows me to provide SMS communication with my clients for appointment reminders, check-ins, and feedback. It also allows me to have safe, secure, and compliant SMS communication. ### 10. Could be more user friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Tracy T. | Director of Marketing and Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Twilio?** The ability to use a short code is very helpful when sending a 100k SMS and/or text on a daily basis. **What do you dislike about Twilio?** In order to truly take advantage of the entire platform you either have to hire a programmer or know how to program. **What problems is Twilio solving and how is that benefiting you?** Customer communication has been streamlined with the ability to personally reply in our automate the C reply. ### 11. Extremely poor call quality and support **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Twilio?** Sometimes calls connect. Most times though calls fail. We are using twilio voice and messaging and the pricing simply does not justify the poor quality **What do you dislike about Twilio?** Extremely poor support, call quality is extremely poor impacting our sales morale and conversions. Despite being a long time customer all requests to help us fix the call quality issues resulted in very inadequate and pointless conversations with support agents. **What problems is Twilio solving and how is that benefiting you?** Connect with customers ### 12. Good sms service **Rating:** 4.0/5.0 stars **Reviewed by:** Sumeet S. | Product Head, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2023 **What do you like best about Twilio?** i took help of twilio in one of my application, where i wanted to verify user contact number. **What do you dislike about Twilio?** api key security is not good, you will need to take care of your api keys, if someone has access to it, they can use it and your card will charged. **What problems is Twilio solving and how is that benefiting you?** verifying user's contact number and sending bulk sms or sending transactional sms. ### 13. Confusing rules; no tech support **Rating:** 0.0/5.0 stars **Reviewed by:** Harry M. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Twilio?** The API is pretty good. It does what we need. **What do you dislike about Twilio?** The rules Twilio provides for using the product are inconsistent. When you try to get tech support, Twilio doesn't respond. **What problems is Twilio solving and how is that benefiting you?** We use Twilio to send text messages. That benefits us, but that benefit is overwhelmed by the inconsistent rules for using the product and the lack of support. ### 14. Very good and useful to send SMS to our customer across the globe **Rating:** 4.5/5.0 stars **Reviewed by:** Bishoy J. | Program manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 26, 2023 **What do you like best about Twilio?** Ease to setup and integration is very simple and doesn't take time; supports most countries to send SMSs to, with very good logs and insights about your SMS delivery status. In addition, support is super fast and helpful. **What do you dislike about Twilio?** Might need a mobile app to track from your SMS delivery status and insights **What problems is Twilio solving and how is that benefiting you?** We were struggling to find a good integrated platform that helps us to send SMSs to our customers, in addition to email, and that system should support most of the countries with decent service price, and that's what have found in Twilio. ### 15. I followed it's instructions for Whatsapp, then my Whatsapp account was banned and no one helped me **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Twilio?** The api seemed to work great. The set up was easy until it resulted in my whatsapp business account being banned, I can't even use Whatsapp with my personal number now. Support downgraded ticket and is unresponsive. **What do you dislike about Twilio?** The documentation had me set up a new whatsapp business account with my number, it was banned and is unrecoverable. Support is unresponsive. **What problems is Twilio solving and how is that benefiting you?** Notifications to users via Whatsapp ### 16. TWILIO HAS BAD CUSTOMER SERVICE **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2023 **What do you like best about Twilio?** Nothing about it. Plivo & orher service providers are much better **What do you dislike about Twilio?** Twilio has bad customer service & response time to resolve issue. If your app, website or product depends on Twilio service, don't use them. They will suspend your account on baseless grounds & u have to go thru barriers to reactivate it. **What problems is Twilio solving and how is that benefiting you?** It is not helping my business when it suspend it for baseless reason and cause damages to my business ### 17. Putting Customers First **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about Twilio?** Twilio is very helpful in ensuring our customers receive their SMS and any additional text messages that might be sent to their phone numbers.We are also able to see why these texts are being bounced back. **What do you dislike about Twilio?** The part of the platform that I dislike is the overall look of the platform. The website is very cluttered, so I tend not to look at anything other than the needed features. **What problems is Twilio solving and how is that benefiting you?** The problem that Twilio is solving would be viewing the SMS messages being sent to customers. This benefits us by allowing us to view if the message was sent successfully or what would be the cause for the message not to be delivered. ### 18. Twilio a Cognitive Contact Centre Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Nikesh K. | Principal Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2023 **What do you like best about Twilio?** Twilio is simple, have out of box features, Superb Return On Investment, true customization possibility, extend Contact center features to the need of your customer, Better availability and Trust to get support from Twilio Technical Account Manager TAM. **What do you dislike about Twilio?** Very Long Roadmaps for new features required now, Sometimes their technical team will take ages to resolve queries, Availability should be better, Quick actions in case data Centre is down as it impacts customer. **What problems is Twilio solving and how is that benefiting you?** Cognitive cloud Contact Centre implementation, Video Chat Service, SMS chat service, WebApp communication services and WhatsApp communication services, Business received ROI greater than 20% YOY ### 19. Communications API Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Kapil s. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2023 **What do you like best about Twilio?** Twilio's versatility and flexibility to integrate with other tools. **What do you dislike about Twilio?** The support team is not helpful as they don't connect on time, also Too expensive and they also slow in fixing bugs. **What problems is Twilio solving and how is that benefiting you?** -We are using Twilio voice API to powerful phone calls on our platform. ### 20. Twilio's for talking but can be a but technical **Rating:** 4.0/5.0 stars **Reviewed by:** Emily C. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Twilio?** The program has great autonomy and technical capabilities and offers great calling and texting prices rates for international users. **What do you dislike about Twilio?** It can be a little too technical and require advanced coding skills. **What problems is Twilio solving and how is that benefiting you?** Connecting our numbers via Hubspot ### 21. Pretty good **Rating:** 5.0/5.0 stars **Reviewed by:** Lorena Susana L. | Team Lead Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2023 **What do you like best about Twilio?** The panel control it is easy to use and very intuitive **What do you dislike about Twilio?** Sometimes the conectivity gets lost by a short period of time **What problems is Twilio solving and how is that benefiting you?** All problems regarding customer experience also it is out First contact channel ### 22. good service **Rating:** 3.5/5.0 stars **Reviewed by:** curtis h. | owner, Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2023 **What do you like best about Twilio?** the service is easy to use and integrate with **What do you dislike about Twilio?** the customer support is mainly online so no humans **What problems is Twilio solving and how is that benefiting you?** how to send alerts and messages to users ### 23. Twilio **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 15, 2023 **What do you like best about Twilio?** It was easy to create an account and test very simple features. **What do you dislike about Twilio?** I don't know what these messages are about registering the Toll-Free number. It said my messaging would be disabled until i provided more info for 911. **What problems is Twilio solving and how is that benefiting you?** SMS Text relay system. Send message to recipient number. Twilio sends notice to subscribed SMS numbers. ### 24. Hands down the best SMS and Voice Messaging Service! **Rating:** 5.0/5.0 stars **Reviewed by:** Mat K. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Twilio?** What I love about Twilio is how easy it is to use. They've become very user-friendly with their no-code options like Twilio Studio Flow. These new features help reduce the need for some added expenses like Zapier. **What do you dislike about Twilio?** The only thing that I believe needs improving are the available options in Twilio Studio flow. If you can do something in their other services, it would be nice to have a no-code way to do it in studio flow. **What problems is Twilio solving and how is that benefiting you?** Twilio is helping me provide SMS marketing services to my clients at affordable rates by connecting their services with our SMS marketing platform. It allows us to carry the burden of setup without having a need for our clients to learn how to make things work. ### 25. SMS the way you want **Rating:** 5.0/5.0 stars **Reviewed by:** Shanbagam T. | Manager- Business Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Twilio?** Ease of bulk messaging and integration into built software **What do you dislike about Twilio?** Twilio is a great product and ease of of use. So there is nothing to dislike about it. **What problems is Twilio solving and how is that benefiting you?** We could integrate Twilio into our systems that are built and have a need to SMS. ### 26. No service after many years for starter **Rating:** 0.0/5.0 stars **Reviewed by:** Duane W. | Director of Sales and Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Twilio?** Simple to use, fast API 2, WEB, APPS, etc. WAT ELSE 2 WANT US TO PUT IN ENDLESSLY? **What do you dislike about Twilio?** Interruptions after many years: Upon checking your account, I see you have created a Starter business profile. However, there is no Brand or Campaign created. Please note, starting 6th September 2022 Twilio has paused Starter Brand registration for both Direct and ISV customers as TCR/Carriers are putting stricter standards for who qualifies for a Starter brand. While we are still working with TCR/Carriers to finalize our timing and strategy for rolling this out, we need to stop onboarding customers to Starter brands/campaigns until this is complete. Hence, I request you register for Standard Brand. Below are the resources that may be helpful for you based on the type of customer you are: Direct Customer Standard Brand: https://www.twilio.com/docs/sms/a2p-10dlc/onboarding ISV Standard Brand: https://www.twilio.com/docs/sms/a2p-10dlc/isv-starter-overview **What problems is Twilio solving and how is that benefiting you?** SMS/MMS, WEB ### 27. Good sending out notifications **Rating:** 4.0/5.0 stars **Reviewed by:** Vikas T. | Technical Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2022 **What do you like best about Twilio?** You don't need to take the pain of configuring cloud services for sending out notifications. SMS and WhatsApp notifications are handled in a single go. WhatsApp notifications require approved templates, which are carefully managed. **What do you dislike about Twilio?** The dashboard is very slow. Every page reload takes some time to load, making the usability of the website painful. If you are on weak internet, it will be very difficult for you to access the dashboard. **What problems is Twilio solving and how is that benefiting you?** Twilio is a good tool for sending out notifications. We have integrated it with our API to notify the user through various channels. We have provided access to operations by integrating Twilio with our CRM tool to enable quick replies. ### 28. A good service for communication **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Twilio?** Twilio sdk's are easy to use and can be easily integrated to your application. It also offers a good range of communication services. **What do you dislike about Twilio?** Sometimes experiences issues in audio quality **What problems is Twilio solving and how is that benefiting you?** Our application inegrates emails, SMS, video calls. ### 29. VoIP Leader **Rating:** 4.5/5.0 stars **Reviewed by:** Ashish C. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2022 **What do you like best about Twilio?** Fantastic service for the money they ask for! Twilio is a wonderful tool for building an infrastructure for making phone calls and sending SMS messages. Certainly, it has a learning curve, but overall it's much easier to get set up and running than most of its competitors in the industry. **What do you dislike about Twilio?** While it's much easier to learn the platform than most and the UI has significantly improved over time, it's not as simple as I'd like it to be. Once you get into it it's OK, but teaching the new stuff on how to work with it definitely takes some time. **What problems is Twilio solving and how is that benefiting you?** Twilio has a way lot of features that provide its services like 2-Way Messaging, Automated Attendant, Call Logging, Campaign Segmentation, Real-Time Chat, Reminders, etc. And, Also providing its API to implement in it's you application. ### 30. HORRIBLE CUSTOMER SERVICE **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2022 **What do you like best about Twilio?** They will give you the run around for weeks. This company asked me the dumbest questions back and forth for over 10 emails. Gave me the absolute run around and grilled me about all my addresses on my PayPal and made me jump through ridiculous hoops, one after another. each email was a new request. ZERO respect for their customers or time and they hold you, hostage, while you paying for other apps that are running only on their service such as GHL. If i knew this I would never have signed up for GHL. **What do you dislike about Twilio?** Everything. The set up is an absolute nightmare. **What problems is Twilio solving and how is that benefiting you?** Proper customer service ### 31. Twilio is the best platform for customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Ariel L. | Marketing and Innovation Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2022 **What do you like best about Twilio?** It has everything and that makes my job easier. I can attend the customer through chats or through calls, I can know how many calls are on hold and its database allows me to call back if a customer could not be attended at the right time. Overall all of its features are useful. **What do you dislike about Twilio?** I have worked with other customer service software and this one is not as intuitive as I would like, although it has many more features that make it more competent. If they placed their tools differently, it would make everything look more orderly and be less overwhelming to use at first. But after understanding the system, it becomes easy to use and take advantage of all its resources. **Recommendations to others considering Twilio:** This is the ideal platform for customers to feel listened to by the company and to achieve first class customer service. We, the agents, are pleased with all the tools that this software has and once the adaptation stage is over, we have been able to use it without problems. **What problems is Twilio solving and how is that benefiting you?** Since we have been using Twilio, customer service has improved 100%, because customers are attended to quickly and we follow up on each of their requests. The fact that everything comes in one software saves us the time of searching everywhere for customer reviews and comments and speeds up our work. ### 32. Used Twilio for our Chat Solutions **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2023 **What do you like best about Twilio?** Twilio is most usefult to meet your communication needs on the platform. **What do you dislike about Twilio?** I prefer to use more automatic responses, artificial intelligence, track more KPIs on the reports. **What problems is Twilio solving and how is that benefiting you?** We solve our Chat needs, and integrated Twilio with our B2b website easily. ### 33. Be careful with this company **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2022 **What do you like best about Twilio?** nothing at all, very bad experience, be careful with this company and the auto charge option in the account. it can costs you a lot of money and the support doesnt help **What do you dislike about Twilio?** Be careful with this company! We had an account and used it for SMS otp. We activated the automatically payment by card. Then, someone used our api and twilio informed us immediately via email, after that we had a charging of 3600 euros from our credit card, and they didnt stopped anything!!! after that we tried to claim this and we had to write 20 emails with the support, sometimes they wrote they will do a refund, sometimes they wrote they will not.. right now we are waiting more than one month. BE CAREFUL !!! **What problems is Twilio solving and how is that benefiting you?** Be careful with this company! We had an account and used it for SMS otp. We activated the automatically payment by card. Then, someone used our api and twilio informed us immediately via email, after that we had a charging of 3600 euros from our credit card, and they didnt stopped anything!!! after that we tried to claim this and we had to write 20 emails with the support, sometimes they wrote they will do a refund, sometimes they wrote they will not.. right now we are waiting more than one month. BE CAREFUL !!! ### 34. Twilio Provides An Exceptional Service **Rating:** 4.0/5.0 stars **Reviewed by:** Dave K. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2022 **What do you like best about Twilio?** I really like the simplicity on getting up and running, and how easy it's to maintain. **What do you dislike about Twilio?** The billing is like dealing with a pre-paid cell phone service provider and is the main reason we left. You must constantly prepay for service, and the bill comes from that deposit. Also, the cost for DIDs is ridiculous, it's $1 for the first 500 and then $0.50; therefore, as soon as you get to 500 numbers, you have to purchase and store an additional 500 numbers. **What problems is Twilio solving and how is that benefiting you?** Twilio provided primarily voice services for us via trunk and API. We did also use their SMS service. ### 35. Twilio is a full fledged communication platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Hannah A. | Business support coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2022 **What do you like best about Twilio?** It's easy to get started with Twilio. It provides a variety of options for regions and countries to set up your phone number for. It's pricing is the one of the lowest in the industry and it intergrates well with Salesforce. **What do you dislike about Twilio?** Nothing to dislike about Twilio so far. It's the best platform in the market. **What problems is Twilio solving and how is that benefiting you?** Great documentation that makes us to only require very minimal customer support. Competitive pricing in the market. Easy to intergrate with Salesforce and aslo it's has a very smooth user interface. ### 36. Great Product **Rating:** 4.5/5.0 stars **Reviewed by:** Ashley J. | Manager of Client Service and Compliance, Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2023 **What do you like best about Twilio?** The programming Options are unbelievable, able to customize most items. **What do you dislike about Twilio?** Programmers have to know the system very well before learning how to make modifications. **What problems is Twilio solving and how is that benefiting you?** Able to handle Omni Communication. ### 37. Simply amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Yony H. | Expert Care Concierge, Enterprise (> 1000 emp.) **Reviewed Date:** November 24, 2022 **What do you like best about Twilio?** Ease of use. It is simple to make and take incoming calls online. **What do you dislike about Twilio?** Nothing. It is simple to use, and I don't have anything negative to add. **What problems is Twilio solving and how is that benefiting you?** Making it easy to manage my outgoing and incoming calls for a cloud-based company. ### 38. little complicated to setup but reliable in performance. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Twilio?** Twilio is a great company to work with. The service provides me with everything I need, and the reliability is among the best in the industry. **What do you dislike about Twilio?** I have been using Twilio for a couple of months now, and I am not happy with the price. It is expensive, especially when compared to other similar services. I can't afford to use it as much as I would like to, so that's frustrating. **What problems is Twilio solving and how is that benefiting you?** I've been using it for SMS API, it's helping me handle SMS marketing for me and my clients ### 39. Simple and useful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Johan M. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 17, 2022 **What do you like best about Twilio?** What we like the most about Twilio is the easy connection with other Apps and the ease of receiving calls; it is not something tedious or that you have to configure it in a dull or arduous way; it is effortless. **What do you dislike about Twilio?** We don't like that the connection is unstable when used with a VPN. This is somewhat tedious and affects the flow of calls and the queue a bit. An area for improvement could be in declining calls when the connection is low, or internet strength is weak and automatically routing to another agent, as they are prone to get stuck on the answer button. **Recommendations to others considering Twilio:** It is very important that the person who manages twilio for the CXP team knows how to handle and is well trained to understand the flow and how to solve connection failures when using a VPN, I recommend that if there is a VPN, twilio with network cable is used. **What problems is Twilio solving and how is that benefiting you?** The problems that we are solving in Twilio are mainly that we do not have to install computers with a program or software to receive calls, which saves a lot of money and time because it is an App that impeccably connects to all our apps. ### 40. On Demand SMS-Whatsapp message API for your Startup **Rating:** 5.0/5.0 stars **Reviewed by:** Ramón C. | Co-founder and CMO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2022 **What do you like best about Twilio?** Twilio is one of the most reliable API for SMS and messages in the market, also the prices are pretty competitive and it let's you perform code validation through SMS and Calls and for Whatsapp it already has a complete API. **What do you dislike about Twilio?** They still doesn't have dedicated numbers for Mexico so most of your messages will be from US numbers which in terms of marketing your customers might feel they are dealing with a company that is not in the local city but is a minor disadvantage vs the advantages it offers. Also most of the time you will need developers to implement Twilio solutions. **Recommendations to others considering Twilio:** Twilio is suitable whenever you need your application (mobile app, web project or other) to have integrated SMS, Calls or Whatsapp messages into them. It is not a bulk marketing solution for SMS or whatsapp for that there are another solutions. Another thing to consider is that definetely you will need a technical team to implement Twilio in your solution. **What problems is Twilio solving and how is that benefiting you?** We use Twilio with Whatsapp and with SMS in order for users to be able to log in into our app, basically a user downloads our app, put their number and recieve a verification code either in whatsapp or by SMS. We also verify numbers who ask for quotes in order to check they are real numbers and avoid having spam leads. ### 41. Vital backbone for real-time customer engagement. **Rating:** 5.0/5.0 stars **Reviewed by:** Oluwaseun A. | Senior Digital Marketing Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 24, 2022 **What do you like best about Twilio?** I like the speed of SMS delivery which Twilio provides us. This is very critical since we now rely on Twilio to deliver marketing content directly to our users, on platforms where they are most active , around the clock. Fast delivery of notifications to our users via messenger applications as an example , has resulted in faster response rate from our users to these kind of notifications , faster than they did when we forwarded notifications to them via email. **What do you dislike about Twilio?** Twilio can do more in the area of providing data analytics , detailing how targeted recipients have interacted with our marketing content. This will allow the continuous modification process of our marketing approach via Twilio, to be data driven. **What problems is Twilio solving and how is that benefiting you?** Twilio serves various use-cases in my organisation . However, within my department, we have used Twilio primarily for engaging members of our targeted audience via direct text messaging or through third party messenger applications like WhatsApp and Telegram. ### 42. We are working conversations with Twilio. **Rating:** 4.5/5.0 stars **Reviewed by:** Alice M. | Senior Growth Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2022 **What do you like best about Twilio?** Twilio provides our target audience with the option to opt-out of our SMS marketing campaigns . This is very crucial for me as a marketer because it ensures that we are only engaging customers via text messages , who are interested in receiving marketing messages from us. **What do you dislike about Twilio?** I have generally had a satisfactory experience with Twilio from a marketing use-case perspective. However , I will appreciate if Twilio begins to provide me with advanced analytical data about how my target audience is interacting with our text-based marketing content. For example : their device of use , link click rate etc **What problems is Twilio solving and how is that benefiting you?** Twilio provides a medium for my organisation to automate text-based communication with customers. Amongst the benefits of using Twilio for me , is the ability to expand customer engagement beyond just emails into text based communication platforms like Telegram , WhatsApp and Facebook Messenger. ### 43. Twilio Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2022 **What do you like best about Twilio?** We use it to recover verification codes sent to mobile **What do you dislike about Twilio?** I don't dislike anything at the moment. We have one use for it and it works well for that use. **What problems is Twilio solving and how is that benefiting you?** We use it to recover verification codes, works well for what we need. ### 44. Affordable Cloud Communication Software **Rating:** 4.5/5.0 stars **Reviewed by:** Chrissy M. | Director of Business Development, Small-Business (50 or fewer emp.) **Reviewed Date:** January 07, 2022 **What do you like best about Twilio?** Twilio is a great, cloud-based communications software that allows you to communicate through phone, text, email, chat and possibly more. It is very customizeable and unlike any other platform that we have **What do you dislike about Twilio?** There was a slightly higher learner curve with using Twilio that we had seen with other options; however, this was easily overcome and we now have a firm understanding of how to best utilize the program. **Recommendations to others considering Twilio:** Twilio provides a lot of value for a great price and is well worth the cost. **What problems is Twilio solving and how is that benefiting you?** In our business we have use a large number of software programs and web-based platforms and any opportunity to integrate a soft phone directly into the program rather than having to navigate to another window allows us to be more efficient. Further, with Twilio we can record, save and review phone calls directly from the program we called. ### 45. Perfect solution - but convoluted **Rating:** 4.0/5.0 stars **Reviewed by:** Rion S. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2021 **What do you like best about Twilio?** Twilio is extremely useful in the service it provides. SMS verification, phone verification, and more. Twilio is very reliable and will almost always send out a verification message precisely the way you intended. **What do you dislike about Twilio?** However, even though Twilio is great at its job, it lacks integration with a few services. It can get convoluted with barely understandable documentation that relies on a first-party programming language. **Recommendations to others considering Twilio:** If you're not technical, there are probably many other options to choose from. Also, try to find as much documentation about your integration as possible to make sure you're integrating Twilio correctly. **What problems is Twilio solving and how is that benefiting you?** There were a few things I managed to integrate Twilio with due to native integration. The first one was Freshping, thankfully, it just required a few keys, and it worked, ready to send out notifications in case of downtime. Then I wanted to use it with Auth0 to send out verification messages, which did require a lot of setup time, and the respective company's articles about their integrations were pretty barebones (or just plain old and inaccurate). After fiddling around, I tried the most basic option to get 2FA codes working with Auth0, and it decided to work. However, this was using Twilio's basic "general messaging" service rather than their verification service. There are a few problems with this. For example, the code used a local number, not a shortcode (like 49567), Twilio's verification service could technically work with Auth0, but both lacked detailed and helpful documentation (as previously mentioned). ### 46. Purple Squirrels harness Twilio and Segment to bridge the gap as a data-first, accelerated startup **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew K. | Leadership, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2021 **What do you like best about Twilio?** TwilioSegment has a startup program designed for purple squirrels. As a trustworthy omnichannel building platform with a generous startup tier, we can continue to scale without the fear of racking up a hefty bill. The program's design allows startups to scale rapidly, deliver seamless customer service and deliver the right tools at the right time. With a recent merger of Twilio and Segment, the ecosystem of integration continues to grow, to stay right on the edge with your startup. **What do you dislike about Twilio?** TwilioSegment has much improved but still has a steep learning curve. An IT professional or department best utilizes TwilioSegment. Be it one IT pro could manage TwilioSegment well; the UI is designed to be used by a team. There are many tutorials for Twilio, none as simple as the advertisement would like you to believe. Do not fear; there is a strong network of supporting professionals to guide your business. **What problems is Twilio solving and how is that benefiting you?** TwilioSegment solves the telecoms, communication, and messaging needs for any use case, including ours. TwilioSegment allows us to reach our users on channels they care about most; by text, connect to social media, VoIP services, and analytics. Twilio provides essential building blocks for communication infrastructure over the internet. ### 47. Twilio SMS service went down the hill in the past three months **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Twilio?** Twilio used to deliver SMS in a timely manner but now their service has went down the hell for three months. After three months of escalation there is still no resolution **What do you dislike about Twilio?** Their SMS service doesn't support major carriers like T-mobile anymore. **What problems is Twilio solving and how is that benefiting you?** SMS ### 48. Best Software to Manage your customers **Rating:** 5.0/5.0 stars **Reviewed by:** Arulmani R. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2022 **What do you like best about Twilio?** Instant messaging is delivered to your customers without any hassle. Easy User interface and tracking of all the SMS and content provided. Troubleshooting is so easy. **What do you dislike about Twilio?** Sometimes it takes time for the customer team to respond to queries raised. This is because the third-party vendor provides some standardized response to issues. **Recommendations to others considering Twilio:** If you are looking for instant messages to be delivered to your customers, then Twilio is the word. **What problems is Twilio solving and how is that benefiting you?** As a customer-centric company, we use Twilio in delivering OTP, Notifications, and Important messages. Instant notifications delivered to our customers are very important for our business. ### 49. Gotten better **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2021 **What do you like best about Twilio?** nothing, there is nothing about this that can be good for a regular business. If you are a business and use a phone- go somewhere else or get hacked at Twilio. I thought voip.ms was bad with their outage for weeks- but this is worse. **What do you dislike about Twilio?** everything. If you want an out of the box solution that has a phone number that people call, and it directs the person to a input menu directing them to the right person with fall backs (ringgroups) and vm, and were the employee can answer them via a soft phone with TLS security and then send them a text, and you can put in your office hours.... forget it. Twilio vs a pbx, there is zero comparison. simple things like business hours (their suggested 3rd party code retired) in the IVR, impossible. Documentation is outdated- they are not supporting things like this. It seems like hype- in reality a open source pbx, can do everything, very fast. The thing that attracted me was that it was integrated, hosted and maybe more reliable than my current provider. I think twilio is like those static site generators- a problem in search of a solution. 99% of the actual people paying are not devs. They are businesses that have a problem, get a reliable, easy fully thought out solution to answer and direct calls. As of today, twilio doesn't do this. IF you just use it for the DID's, then it's great- punch in your api's into a 3rd party app and thats all. the less interaction with twilio the better. Things like Flex, where if you have an existing account you cannot use Flex in your account; you have to start a new account for it. Very beta. As of today I am looking for a better solution. *update- I should have looked sooner- they either got hacked or I don't know- **Recommendations to others considering Twilio:** anything else **What problems is Twilio solving and how is that benefiting you?** I am not solving any problems, rather creating more problems by trying to make this into a PBX solution. Not productive use of time or money. Super terrible studio/ codeless experience. ### 50. graet and easy api for integration **Rating:** 4.5/5.0 stars **Reviewed by:** Yuval M. | DevOps Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2022 **What do you like best about Twilio?** Easy to use API Great documentation. Worldwide availability. **What do you dislike about Twilio?** Pricing was increasing, for a small user like us it was a minus. **What problems is Twilio solving and how is that benefiting you?** Sms services . ## Twilio Discussions - [Is it possible to do automated skype message using twilio](https://www.g2.com/discussions/is-it-possible-to-do-automated-skype-message-using-twilio) - 2 comments, 1 upvote - [What is Twilio used for?](https://www.g2.com/discussions/what-is-twilio-used-for) - 1 comment - [Is twilio reliable?](https://www.g2.com/discussions/is-twilio-reliable) - 1 comment - [What is the use of twilio?](https://www.g2.com/discussions/what-is-the-use-of-twilio) - 1 comment - [View Twilio pricing details and edition comparison](https://www.g2.com/products/twilio/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-02+13%3A39%3A54+-0500&secure%5Bsession_id%5D=7786e1b3-7ffd-402c-bbe9-57daec1f5d74&secure%5Btoken%5D=966e4a56b0ae382938dc86a1124f0d45591abe73bba6f4663f0ea6c8ec1c4084&format=llm_user) ## Twilio Integrations - 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Automated Replies **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services **Messaging - RCS Business Messaging** - Personalization - Rich Media - Interactive Messages - Branded Templates - Automation - Conversational RCS - Transactional RCS - Promotional RCS **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls **Support** - Documentation - Professional Support **Security and Compliance** - Encryption - Watermarking - HIPAA Compliance - GDPR Compliance **Advanced Features - Cloud PBX** - Security and Compliance - Analytics and Reporting - Support and Reliability - Automated attendant **WhatsApp Business Platform - WhatsApp Marketing** - Segmentation - API Integration - WhatsApp Commerce - Analytics **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Security / Verification - RCS Business Messaging** - Verified Sender - Encryption - Authentication **Analytics / Deliverability - RCS Business Messaging** - Read Receipts - Analytics - SMS Fallback **Access** - Software Pairing - Browser Extension - Individual Download **SMS Platform** - Reporting - Automation - White Label - Text-to-Landline - Short Codes - API Integration **AI - RCS Business Messaging** - AI **Agentic AI - SMS Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Decision Making **AI Automation - SMS Marketing** - AI SMS **AI Content Generation - SMS Marketing** - AI SMS **Advanced Features** - Hold Music - Automated Attendants - VOiP Number ## Top Twilio Alternatives - [Plivo](https://www.g2.com/products/plivo/reviews) - 4.5/5.0 (743 reviews) - [MSG91](https://www.g2.com/products/msg91/reviews) - 4.5/5.0 (196 reviews) - [Vonage Communications APIs](https://www.g2.com/products/vonage-communications-apis/reviews) - 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