--- title: "Twilio Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Twilio Software - reviews, pricing plans, popular comparisons to other SMS Marketing products and more." source_url: "https://www.capterra.com/p/180158/Twilio-Communications-Platform/" page_type: "product" language: "en" publication_date: "2026-09-29" --- # Twilio Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 29, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Twilio ## What is Twilio? Engage your customers like never before with SMS, Facebook Messenger, RCS Business Messaging, Line, and more. 55,000+ businesses and more than 2 million developers rely on Twilio to deliver their message when and where it counts. ## What is Twilio used for? [SMS Marketing](https://www.capterra.com/sms-marketing-software/)[VoIP](https://www.capterra.com/voip-software/)[Cloud Communication Platform](https://www.capterra.com/cloud-communication-platform-software/) Recognitions Shortlist Overall rating Based on 514 user reviews Reviews sentiment Positive 88% Neutral 5% Negative 7% Pros & cons Unified multi-channel communications Comprehensive voice and messaging APIs Complicated account and verification processes Slow support and platform delays Starting price $0.0079 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - SMS Marketing / 2026 - VoIP / 2026 - Contact Center / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Twilio alternatives Highest Rated [SlickText](https://www.capterra.com/p/155430/SlickText-com/) [4.8 (271)](https://www.capterra.com/p/155430/SlickText-com/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/155430/SlickText-com/) [4.5 (273)](https://www.capterra.com/p/145848/Ez-Texting/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 88% of reviewers rated it above 4 stars [Klaviyo](https://www.capterra.com/p/156699/Klaviyo/) [4.6 (539)](https://www.capterra.com/p/156699/Klaviyo/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/156699/Klaviyo/) [ClickSend](https://www.capterra.com/p/175783/ClickSend/) [4.3 (93)](https://www.capterra.com/p/175783/ClickSend/reviews/) Starting price $0.02 Per User, Per Month Pricing Options Free Trial Free Version User Rating 84% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/175783/ClickSend/) [View all alternatives](https://www.capterra.com/p/180158/Twilio-Communications-Platform/alternatives/) ## FAQs about Twilio Overview ### What problems does Twilio solve? Twilio solves delayed, fragmented customer communication by letting organizations automate SMS, WhatsApp, voice, and email for appointment reminders, order updates, one-time passwords, promotions, and support alerts. Developers build these workflows into web and mobile applications, while sales, service, support, recruiting, and marketing teams manage timely outreach, responses, and delivery tracking. Answer based on 372 reviews Overview ### Which roles and teams benefit most from Twilio? Twilio is most used by software engineers, developers, and technical leaders building messaging, voice, and verification features into web and mobile applications. Product and project managers coordinate customer communication requirements, while marketing teams run SMS campaigns. Founders, owners, and executives oversee customer engagement operations and service delivery. Answer based on 500 reviews Overview ### What company size and industries is Twilio built for? Twilio is used primarily by small businesses (78%), with Computer Software as the leading industry (19%). It supports developers, contact centers, customer service, marketing, healthcare, loyalty, and sales teams, while also serving Information Technology and Services organizations (18%), Marketing and Advertising firms (8%), midsize businesses (10%), and enterprises (12%). Answer based on 514 reviews Features and Usability ### What are the key features of Twilio? Twilio includes core messaging features such as mass texting, scheduled messaging, message personalization, SMS messaging, and two-way messaging for customer outreach and replies. Its API supports application integrations and verification flows, while call routing directs inbound calls, call recording captures conversations, and reporting/analytics tracks messaging and call activity. Answer based on 70 reviews Pricing ### How much does it cost and what fees or limitations are included? Twilio offers usage-based SendGrid Marketing Campaigns from $15/month and SendGrid Email API from 19.95/month, with a free version and trial; free allowances cover 6,000 emails monthly or 100 daily. Reviewers value pay-as-you-go flexibility, but report confusing pricing and higher costs as usage scales. Answer based on 134 reviews Integrations ### Which third-party tools and platforms does Twilio integrate with? Twilio integrates with Zapier, LiveAgent, Zendesk Suite, Marketo Engage, and Zoho CRM, based on reviewer-confirmed connections. Its official catalog also includes Freshdesk, Oracle Service, Salesforce Service Cloud, and SugarCRM. These integrations support automation, help desk, CRM, marketing, voice, and messaging workflows. Answer based on 120 reviews Getting Started and Support ### How easy is it to onboard and train a team on Twilio? Twilio offers in-person and live online training, webinars, videos, and documentation. Developers and technically experienced users can usually get basic messaging or voice services running quickly, while nontechnical users, admins, and teams configuring advanced APIs may need more time. Reviewers describe the console and advanced features as having a noticeable learning curve. Answer based on 19 reviews Getting Started and Support ### What customer support options does Twilio offer, and how do users rate the experience? Twilio offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live representatives, and chat. Users often find documentation detailed and support responses helpful and quick, particularly for setup questions. Others report delayed replies, generic guidance, difficult escalations, and unresolved verification or account issues, producing an uneven support experience. Answer based on 161 reviews Security ### How does Twilio handle data security and access control? Twilio uses access controls, API keys with different permissions, authorization tokens, account SIDs, and phone numbers to support secure access and service authentication. Users also deploy SMS and voice verification codes and multifactor login. Some reviewers find authentication setup, repeated logins, and password requirements cumbersome, while others want stronger safeguards against spam misuse. Answer based on 17 reviews ## Who uses Twilio? Based on Capterra reviews from the past 3 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Unified multi-channel communications 89% positive reviews out of 63 Most reviewers find the communication platform enables seamless management of calls, messaging, and support across various channels. Complicated account and verification processes 55% negative reviews out of 42 Some reviewers indicate account management is confusing, with frustrating verification, compliance, and account suspension experiences. Muhammed A. Technical Project Manager, 11 - 50 employees. "The account verification and compliance process was the most frustrating part of our experience." Comprehensive voice and messaging APIs 92% positive reviews out of 48 Most reviewers describe voice and messaging as versatile, easy to integrate, and supporting multiple communication channels. Slow support and platform delays 67% negative reviews out of 33 Most reviewers report performance and speed issues, including slow support responses, onboarding delays, and occasional platform sluggishness. Anonymous User CDO, 11 - 50 employees. "A lot of bureaucracy and long wait times are not suitable for businesses looking for a solution." Consistent and dependable service 89% positive reviews out of 36 Most reviewers indicate reliability ensures stable performance, high uptime, and dependable message delivery for business needs. ## Features AI summary Based on 3,882 SMS Marketing reviews Capterra data shows that buyers of SMS marketing software rank the following features as their top priorities: - **SMS Messaging** (**59%** of reviewers rated this feature as critical) - **Campaign Scheduling** (**55%**) - **Mass Texting** (**55%**) Twilio supports **SMS Messaging** and **Mass Texting**, giving teams a direct way to send text campaigns at scale and reach large audiences quickly. However, it does not include **Campaign Scheduling**. Instead, it offers other features that reviewers also rate highly, including **API** (**54%**), **Contact Database** (**52%**), and **Scheduled Messaging** (**49%**). These features help businesses connect messaging workflows with other systems, organize subscriber data, and plan message delivery more effectively, helping teams manage outreach and customer communication with greater control. SMS Messaging 4.3 (82) 75.61% of 82 reviewers that rated this feature as important or highly important You get fast, reliable SMS messaging with Twilio, including real-time feedback, templates, and easy CRM integration. Reviewers highlight its effectiveness, ease of use, and broad adoption, though some mention occasional undelivered texts and per-message charges. Mass Texting 4.3 (125) 56.00% of 125 reviewers that rated this feature as important or highly important Twilio enables you to send bulk SMS efficiently, making it easy to reach large groups for announcements or marketing. Users appreciate its convenience, CRM and 3CX integration, and reliability, though some mention occasional delivery issues and per-text pricing. API 4.2 (64) 85.94% of 64 reviewers that rated this feature as important or highly important Twilio offers a well-documented, easy-to-use API that supports many programming languages and integrates smoothly with third-party apps like Hubspot, 3CX, Podio, Zapier, and Appsheets. Reviewers appreciate its reliability, security, and the straightforward integration process. Scheduled Messaging 4.4 (96) 47.92% of 96 reviewers that rated this feature as important or highly important With scheduled messaging, you can automate texts to send at specific times, helping plan campaigns and respect recipients’ schedules. Reviewers appreciate the convenience, flexibility, and ability to integrate with platforms like Bubble, Marketo, and Chili Piper. Message Personalization 4.4 (100) 49.00% of 100 reviewers that rated this feature as important or highly important Twilio helps you personalize messages using dynamic variables, templates, and database fields, which reviewers say boosts engagement and customer satisfaction. Users find it easy to customize messages for individuals or groups and value the improved response rates. Call Recording 4.3 (55) 56.36% of 55 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Twilio 78 features ### All Features - 2-Way Messaging: Send and receive text messages to communicate with clients or prospects in real-time - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Twilio offers a well-documented, easy-to-use API that supports many programming languages and integrates smoothly with third-party apps like Hubspot, 3CX, Podio, Zapier, and Appsheets. Reviewers appreciate its reliability, security, and the straightforward integration process. - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Audio/Video Conferencing: Audio/Video Conferencing - Automated Attendant: A voice menu system or virtual receptionist that transfers callers to an extension without going through a telephone operator. - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Automatic Outbound Dialer: Dials outbound calls automatically - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Conferencing: Facilitate virtual conferences that connect multiple people remotely - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tagging: Highlight specific time marks for annotation and review purposes - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Tracking Metrics: Measure campaign influence through collection of keyword tracking and revenue sources - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Management: Manage, organize, and store contact information - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Data Management: Ability to handle large datasets - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Live Chat: Ability to chat online in real time - Manual Dialer: Agents choose who to call and when - Mass Texting: Twilio enables you to send bulk SMS efficiently, making it easy to reach large groups for announcements or marketing. Users appreciate its convenience, CRM and 3CX integration, and reliability, though some mention occasional delivery issues and per-text pricing. - Message Personalization: Twilio helps you personalize messages using dynamic variables, templates, and database fields, which reviewers say boosts engagement and customer satisfaction. Users find it easy to customize messages for individuals or groups and value the improved response rates. - MMS: Sending/receiving messages with multimedia content like images, audio, or video over a cellular network - Mobile Alerts: Notifications via mobile devices - Mobile Coupons: Electronic coupons delivered to a mobile device that can be exchanged for a discount - Mobile Keywords: Unique word that contains letters or numbers that identifies specific campaigns - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Natural Language Processing: Process and analyze human language in text or audio form - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Online Voice Transmission: Transmit voice and other information digitally - Outbound Call Center: A call center that primarily makes calls, typically sales focused - PBX: Telephone system that allows users to connect internally as well as place and receive external phone calls - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Polls/Voting: Enable custom polls/voting to facilitate decision-making or increase engagement - Purchasing & Receiving: Workflows that help acquire inventory, issue purchase orders and receive and store items in required quantity - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Recording: Record live video calls to play later - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - ROI Tracking: Monitor conversion rates and analyze effectiveness and profitability of marketing efforts - Scheduled Messaging: With scheduled messaging, you can automate texts to send at specific times, helping plan campaigns and respect recipients’ schedules. Reviewers appreciate the convenience, flexibility, and ability to integrate with platforms like Bubble, Marketo, and Chili Piper. - Scheduled Recording: Automatically record calls at predetermined times - Shortcodes: Short phone numbers that used to opt-in to SMS campaigns - SIP Trunking: Enables the connectivity to send and receive calls over the internet - SMS Marketing: Send promotional campaigns or transactional messages via text messages - SMS Messaging: You get fast, reliable SMS messaging with Twilio, including real-time feedback, templates, and easy CRM integration. Reviewers highlight its effectiveness, ease of use, and broad adoption, though some mention occasional undelivered texts and per-message charges. - Speech Recognition: Train your system to interpret and transcribe voice messages - Status Tracking: Track the status over time for a request, process, asset, or transaction - Text to Speech: Turns text into natural sounding speech - Text-to-Win: Messaging system designed for contests and sweepstakes - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Unified Communications: Consolidate and integrate communication tools as one platform or entity to enhance business communication and collaboration - Video Conferencing: Connect with meeting participants remotely over video - Voice Mail: Computer-based system that allows users to send and receive voice messages - Voicemail Transcription: Transcribe voicemail audio messages to written text that is sent over email - VoIP Connection: Place/receive calls through voice over IP connection - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.5 (502) 4.5 Based on 502 reviews ## Pricing Value for money 4.2 (431) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/180158/Twilio-Communications-Platform/pricing/) SMS $0.01 Usage Based, It includes: - Long Codes - Toll-Free - Short Codes Twilio SendGrid Marketing Campaigns $15.00 Usage Based,Per Month It includes: - SMTP and API - Interactive API Docs - Setup Guide - Comprehensive Client Libraries - Knowledge Center - Technical Support WhatsApp Business API $0.01 Usage Based, It includes: - Utility Conversion - Authentication Conversation - Marketing Conversation - Service Conversation Voice APIs $0.01 Usage Based, It includes: - Local Calls - Toll-Free Calls - Browser/App Calling - SIP Interface - Secure Media - Application Connect Twilio SendGrid Email API $19.95 Usage Based,Per Month It includes: - 1 Teammate Permission - APIs SMTP Relay - 2 Event Webhooks - Delivery Optimization - Dynamic Template Editor - Insightful Analytics - Guaranteed Response Times on Ticket & Chat Support - Deliverability Insights Lookup $0.01 Usage Based, It includes: - Formatting and Validation - Inbound Caller Identifaction - Identity Match - Reassigned Number Risk - Phone Number Routing - Phone Number Risk Assessment - SMS Swap and Call Forwarding Value for money 4.2 (431) 4.2 Based on 431 reviews ## Integrations [ Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Zapier](https://www.capterra.com/p/130182/Zapier/)[ Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[ Oracle Service](https://www.capterra.com/p/227033/Oracle-Service/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (399) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (399) 4.0 Based on 399 reviews ## User reviews Overall rating 4.4 Based on 514 reviews Filter by rating 5(312) 4(139) 3(28) 2(11) 1(24) Mentioned topic Sorted by most recent TU Tucker U. Associate Attorney Law Practice ### "The programmable SMS hook that finally works with our case management system." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 5, 2026 For a small firm that can't justify enterprise legal software, this fills a real gap. I'm not a developer, and I still got client communication running exactly how we needed it. The cost scales with actual use, so we're not locked into monthly minimums. It's become part of how we operate, and I'd set it up again tomorrow. Pros We needed automated client appointment reminders without paying for another practice management add-on. Twilio's API let me set up text confirmations that pull straight from our calendar database. The documentation was clear enough that I had it running in just an afternoon. No more missed consultations because someone didn't bother to check their email. Cons The console interface feels like it was built for engineers, not attorneys trying to troubleshoot why a message didn't send. I had to dig through logs to figure out carrier filtering blocked one client's number. A plain-language error summary would save time when I'm already buried in discovery. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Josh V. CEO Newspapers ### "Terrible and likely fake. " 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 October 4, 2026 Terrible. This is one of the worst-run companies I've ever seen. No one should bother trying to use their services. Pros I couldn't even sign up. I have a legitimate business and they kept inactivating my account, then asking for more and more information. When I gave them the information - after four emails back and forth - they said they couldn't reactivate my account. Cons Everything. The customer service is terrible and the functionality of the website is not unique. It's impossible to sign up. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SP Susan P. dm Accounting ### "Reliable and Flexible Communication Platform" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 21, 2026 Overall, I’ve had a positive experience with Twilio. It is reliable, flexible, and provides useful tools for SMS, calls, and customer communication. The platform has plenty of features and integrations, although it can take some time to get familiar with everything. Once set up, it works well and is a useful solution for business communication. Pros Twilio is easy to use and reliable for sending SMS, making calls, and managing customer communications. I also like that it offers a wide range of integrations and automation options, making it useful for connecting communication tools with other business systems. Cons The pricing can be a little confusing, especially when using multiple services, and costs can add up as usage increases. It can also take some time to understand all the features and set everything up properly. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Ekpono A. Software Engineer Translation and Localization ### "Developer friend platform and good APIs" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 21, 2026 Twilio is developer friendly, they put a lot of thought into making their SDK and documentation developer friendly for their SMS, voices calls integrations. The pricing remains the biggest issue for me Pros Sending SMS globally and a very good rate and voice calls. Their SDK and documentation is really easy to use and integrate into your application and I have had any security issues so far once you have provided required documents for each country to deliver SMS to. Cons The most annoying part of using Twilio is providing country specific regulatory complaince for SMS sender IDs and keeping up with changes globally base on country. Another issue is the UI is unnecessarily complex and SMS cost is high once you support different countries and region. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Furkan A. Founder Design ### "Reliable OTP solution for our SaaS projects" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 September 15, 2026 Overall, our experience with Twilio has been positive. We use it mainly as the OTP layer in SaaS applications, including projects we develop for clients and our own rapidly developed products. It saves us from having to build the messaging and phone verification infrastructure ourselves, which is especially valuable during early product development. Pros We mainly use Twilio for OTP verification in SaaS products, both for client projects and some of our own products. What I like most is that once the initial setup is done, adding phone verification to a new project is quite straightforward. The API is flexible, the documentation is generally good, and there are enough examples to get an OTP flow working without spending too much development time on it. For us, this is especially useful when we are building and testing new SaaS ideas quickly. Message delivery has also been reliable for our use cases, so we don’t have to build or maintain this infrastructure ourselves. Cons The biggest downside for me is that the dashboard and pricing can feel more complicated than they need to be. Twilio has a lot of products and configuration options, so even when you only need something relatively simple like OTP, it can take some time to understand which settings and services you actually need. Costs are reasonable for smaller projects, but they become something you need to monitor more carefully as usage grows. Some of the verification and compliance steps can also make the initial setup slower than expected. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BW Benedikt W. CEO Information Technology and Services ### "Buggy, customer service non-existent. Do not use." 2.0 Overall Rating 2.0 2.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 1.0 1.0 Likelihood to Recommend 2/10 September 14, 2026 Poor experience, due to the factors mentioned above. It won't help if you have features if you cannot properly access them due to bugs in the UI. Pros Feature rich. Quick to set up many features via an LLM, but the bureaucracy, waiting times, and couldn't-care-less attitude when dealing with THEIR BUGS spoils it. Cons Buggy, customer service non-existent. They don't care about you until you are big enough; not an attitude a startup, or likely anyone, will want to work with. If you want reliability and uptime, look elsewhere. Your problems don't matter. Alternatives considered [Telnyx Suite](https://www.capterra.com/p/173804/Telnyx/) Reasons for choosing Twilio It is supposed to be feature rich and well established Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LL Leo L. Management Education Management ### "Flexible and Reliable Communication Platform" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 August 21, 2026 Reliable and flexible platform for adding communication capabilities to applications. The documentation and developer-focused tools are helpful, although the pricing and setup can take some time to understand. Pros Flexible tools for adding communication features such as SMS, voice calls, and notifications to applications. The APIs are powerful and well-documented, making it relatively easy for developers to integrate communication services into their projects. It also offers a wide range of features and integrations. Cons The pricing structure can be a little difficult to understand, especially when using multiple services. Some advanced features may also require additional configuration and technical knowledge, which can make the platform challenging for beginners. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SB Stacey B. CFO Transportation/Trucking/Railroad ### "Hidden Fees, Broken System, No Refunds" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 August 7, 2026 Hidden process, blocked cancellation, late replies, charged without consent, refused refund. Awful company. Pros I can’t say anything positive. I never got through the process because they took my money first. Bad Cons Misleading charges, no clear cancellation option, slow support, and software that doesn’t work. I was billed without consent and couldn’t cancel on the website. Terrible experience — avoid this company. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Muhammed A. Technical Project Manager Transportation/Trucking/Railroad ### "Powerful Platform, Frustrating Business Verification Process" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 July 21, 2026 Our overall experience with Twilio was mixed. The platform itself is powerful, well documented, and offers a wide range of communication APIs that are easy to integrate. However, our experience with the verification and compliance process was disappointing. Despite submitting the required business documents multiple times, our verification requests were repeatedly rejected without clear guidance on how to resolve the issue. The slow support response caused unnecessary delays to our project and prevented us from using the platform as planned. While Twilio has excellent technology, the onboarding experience needs significant improvement for business customers. Pros Twilio offers a comprehensive set of communication APIs with excellent documentation and a developer-friendly platform. The integration process is well designed, and the available SDKs make it easy to build SMS, voice, and WhatsApp features into applications. The platform is reliable and supports a wide range of use cases. Cons The account verification and compliance process was the most frustrating part of our experience. Our business verification was rejected multiple times despite providing the requested documents, and support was slow to resolve the issue. This significantly delayed our project and made the onboarding process much more difficult than expected. Alternatives considered [Infobip](https://www.capterra.com/p/127997/Infobip/) Reasons for choosing Twilio We chose Twilio because of its strong developer ecosystem, comprehensive API documentation, global reputation, and extensive integration options. It appeared to offer a faster implementation process and the flexibility we needed for our communication platform. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. BB Bonnie B. Digital Systems Manager Non-Profit Organization Management ### "Powerful, but Difficult" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 24, 2026 On the whole, we do appreciate the ability to send SMS out to our constituents and once the connections are setup, it is set it and forget it, but the initial setup is difficult. Pros We do appreciate the ability to send mass texts out to our constituents and the ability to provide what they need quickly. They also have a great non-profit program with free credits and then reduced pricing. Cons Twilio's UI is lacking for today's vibe coding, low code culture. It's also difficult to navigate the backend and find what you're looking for including billing. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/180158/Twilio-Communications-Platform/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [SlickText vs Twilio](https://www.capterra.com/compare/155430-180158/SlickText-com-vs-Twilio-Communications-Platform)[EZ Texting vs Twilio](https://www.capterra.com/compare/145848-180158/Ez-Texting-vs-Twilio-Communications-Platform)[Klaviyo vs Twilio](https://www.capterra.com/compare/156699-180158/Klaviyo-vs-Twilio-Communications-Platform)[ClickSend vs Twilio](https://www.capterra.com/compare/175783-180158/ClickSend-vs-Twilio-Communications-Platform)[JustCall vs Twilio](https://www.capterra.com/compare/157853-180158/JustCall-vs-Twilio-Communications-Platform)[Omnisend vs Twilio](https://www.capterra.com/compare/153508-180158/Omnisend-vs-Twilio-Communications-Platform)[Telnyx Suite vs Twilio](https://www.capterra.com/compare/173804-180158/Telnyx-vs-Twilio-Communications-Platform)[Jira vs Twilio](https://www.capterra.com/compare/19319-180158/JIRA-vs-Twilio-Communications-Platform) [Trumpia vs Twilio](https://www.capterra.com/compare/131015-180158/Trumpia-2-0-vs-Twilio-Communications-Platform)[Squaretalk vs Twilio](https://www.capterra.com/compare/180158-219046/Twilio-Communications-Platform-vs-Squaretalk-Matrix)[Bitrix24 vs Twilio](https://www.capterra.com/compare/113540-180158/Bitrix24-vs-Twilio-Communications-Platform)[Referrizer vs Twilio](https://www.capterra.com/compare/144990-180158/Referral-Marketing-Automation-vs-Twilio-Communications-Platform)[Constant Contact vs Twilio](https://www.capterra.com/compare/31898-180158/Constant-Contact-vs-Twilio-Communications-Platform)[TextP2P vs Twilio](https://www.capterra.com/compare/180158-183310/Twilio-Communications-Platform-vs-Text-P2P)[CTM vs Twilio](https://www.capterra.com/compare/152004-180158/Call-tracking-software-vs-Twilio-Communications-Platform)[Emitrr vs Twilio](https://www.capterra.com/compare/180158-215815/Twilio-Communications-Platform-vs-Emitrr)