# Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Twilio the right Cloud Communication Platform solution for you? Explore 503 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/180158/Twilio-Communications-Platform/reviews --- Twilio 4.4 (503) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 7th, 2026 # Reviews of Twilio Ease of use 4.1 Customer Service 4.0 ## Pros and Cons in Reviews Unified multi-channel communication hub 89% positive reviews out of 62 Most reviewers indicate the communication platform centralizes calls, messaging, and video, streamlining global and real-time interactions. Goma B Instructor, 11 - 50 employees. "The wide range of communication channels provided by Twilio gives me flexibility in engaging with my users globally." Complicated and restrictive account handling 54% negative reviews out of 41 Some users report account management involves confusing verification, unexpected suspensions, and slow or unhelpful support, causing operational setbacks. Dave V CEO, 2 - 10 employees. "Twilio suspended my account for weeks on an error through their system and through numerous emails, they took their time to unsuspend it while my business was being damaged every day by it." Versatile voice and messaging features 91% positive reviews out of 47 Most users report voice and messaging offer extensive APIs, simple integration, and flexible communication channels for diverse needs. Slow processes and response delays 66% negative reviews out of 32 Some reviewers describe performance and speed issues like slow website loading, delayed support, and occasional service interruptions impacting workflows. Edwin V 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 35 Most users comment that reliability ensures stable uptime, dependable message delivery, and consistent performance for critical business communications. ## Showing most helpful reviews Showing 1-25 of 503 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Eric T. Director, DX Automotive Used the software for: 2+ years ### "Powerful Tool but Could be Better" January 27, 2026 3.0 I integrated with a number of different products including Lightspeed EVO, Appsheets, Hubspot CRM and Ultra by Ulgebra. Twilio as I understand it now integrates directly with Hubspot. Pros has pretty broad integrations across a variety of platforms. Ubiquity is one of the great features of Twilio. Cons When goes down or there are issues with a number, it is on the "user" to figure out what is broken. There is very little proactive communication. Switched from [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[HubSpot Sales Hub](https://www.capterra.com/p/214215/HubSpot-SalesHub/) Hubspot has similar capabilities for messaging and call management. However, allowed us to tie multiple applications to a single number, depending on what the need was. Review Source Matthew K. Director of IT Religious Institutions Used the software for: 2+ years ### "Works great for our needs!" September 29, 2025 5.0 Overall it has been a very good experience. We use this with our CHMS system to text the congregation. It works well, and is relatively inexpensive. Pros It is very comprehensive. It can do lots of things. We don't use all the features, but love knowing it can do so much when and if we do need it. Cons The interface can sometimes be a bit confusing. but they have a very good help file. Every time I've tried to find something and could not, checking the help file has given me step-by-step instructions. Only once did I ever need to contact support, and they resolved my issues quickly. Alternatives considered [Powered By Text](https://www.capterra.com/p/10029642/Powered-By-Text/) Reason for choosing Twilio Quick and easy to implement with built-in integration. Review Source VR Verified Reviewer Backend Developer Information Services Used the software for: Less than 6 months ### "Good Option for Communication APIs" May 8, 2026 4.0 Overall, the experience has been good for handling messaging and communication features without building everything from scratch. It saved development time and was flexible enough for different requirements. Once we got familiar with the platform, managing things became much easier. Pros We used for OTP and notification messages in one of our project , and the message delievery was quite consistent. The integration process was manageable with the help of the documentation. After the initial setup , it worked reliably for our need. Cons A few parts of the setup were confusing at first, especially while configuring some API settings. Pricing also started feeling a bit high as usage increased. It look some testing before everything worked the way we wanted. Review Source VR Verified Reviewer CTO Sports Used the software for: 2+ years ### "Expensive, complex, and unreliable support" February 5, 2026 1.0 Overall, our experience with has been disappointing. While the platform promises flexibility and scalability, in practice it is difficult to use, poorly documented, and frustrating to maintain. The biggest issue is the support model: even when paying for support, incidents are not properly resolved and there is little accountability or feedback. This results in wasted development time, increased costs, and a lack of trust in the platform for production use. Pros Very little, honestly. has a wide range of features and good brand recognition, but in practice the product is hard to use, poorly documented for real-world use cases, and the lack of effective support completely overshadows any potential benefits. Cons The worst part of is its support model. Support is paid, yet issues are not properly resolved and there is little to no follow-up or feedback. On top of that, the platform is poorly usable, unnecessarily complex, and the documentation does not help with real-world implementations. Overall, it feels more like a developer tax than a reliable communication platform. Alternatives considered [Brevo](https://www.capterra.com/p/132996/brevo/) Reason for choosing Twilio The only in the market three or four years ago Review Source WS William S. Director Marketing and Advertising Used the software for: 2+ years ### "Best low cost call tracking with unlimited customisation " July 7, 2025 5.0 operates on the backend of Dialhawk which is a call tracking software I use in my marketing agency. Without Twilio I wouldn't have the tech to run my business as effectively. Pros Nothing on the market compares to when it comes to cost at scale. Twilio provides API access so you have full control over all your call data Cons not very easy to use for those who don't have programming experience. Although can be used if a non technical person follows a step by step tutorial for your specific use case Alternatives considered [CTM](https://www.capterra.com/p/152004/Call-tracking-software/)[CallHippo](https://www.capterra.com/p/159578/CallHippo/) Reason for choosing Twilio is far cheaper at scale compared to anything I could find Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) is far cheaper at scale than call rail Review Source NR Nallely R. Data Technologies Martech Product Manager Food & Beverages Used the software for: 2+ years ### "Flexible and robust SMS solution " April 29, 2025 4.0 I have been working and using since 2021 and they are very competitive vendors with strong commitment and flexible solutions. My requirements were out of standard and we became one of the biggest and most important Customers. We were always supported with honesty and reliability. Pros \- Flexibility to manage marketing budget autonomously - Competitive pricing - Good customer support and highly committed staff - clear visibility of spend with possibilities to set up multiple accounts Cons \- You need to develop custom connectors - The RCS services is limited - Consent management is standard, most probably you need to create custom integration to manage the opt in and out between and your CRM or Consent management system Alternatives considered [Sinch](https://www.capterra.com/p/233798/Sinch/) Reason for choosing Twilio Flexibility for invoicing and account management Review Source MT Mario T. Admin Capital Markets Used the software for: 1-2 years ### "Bad experience." October 9, 2025 1.0 Bad experience, after many years: I got hacked by them. They are charging me for services I never used and previously blocked, such as long-distance and regular calls. I even had a spending limit that was exceeded by $710, and they will not refund or waive the charges. Pros SMS at first, and the price, but then comes all the bad stuff after that. Bad service, and they don't respect your choices; they'll blame you for them. Cons Customer service is terrible; they don't understand that they have a responsibility for the options they give us. Alternatives considered [Plivo](https://www.capterra.com/p/164618/Plivo/) Reason for choosing Twilio The only option I thought, but there are more now. Review Source VR Verified Reviewer VP of Marketing Computer Software Used the software for: 2+ years ### "Great platform if you're have a talented technical team" June 17, 2025 5.0 Great tools, and clear docs but their business isn't for everyone. You need to be quite technical and know what you're doing. Otherwise you will be taken advantage of. Pros I liked ’s flexibility and scalability the most. It offers powerful APIs that let you easily build and customize omnichannel campaigns. They offer SMS, email, and voice to go with conversational AI functions. Our devs like their clear docs. Cons I really dislike their business practices. Their sales and customer support team are not very clear when it comes to what your company needs to buy since they offer so many solutions. You often feel ripped off, and pay for things you don't need. You also need to have quite technical devs to set everything up correctly. They want you to do it yourself, which is how they keep prices down. Switched from [Sinch MessageMedia](https://www.capterra.com/p/150203/MessageMedia/) has a stronger API and better custom options for building more sophisticated omnichannel campaigns. Review Source DB Diana B. Founder Computer Software Used the software for: 2+ years ### "Best overall omnichannel messaging app" January 16, 2025 4.0 The application is hands down the best, but their sales team is a bit pushy. The customer service is fairly good. Pros They have the best UI for omnichannel messaging for SMS, MMS, RCS, WhatsApp and conversational AI. Everything works together quite nicely, and their pricing is quite good for what you get. Cons It can be very overwhelming to use if you're not an advanced A2P communications user. My clients do not enjoy using it, but they love the results they receive from it once they delegate it to someone else. Switched from [Kudosity](https://www.capterra.com/p/214344/BurstSMS/)[SMSGlobal](https://www.capterra.com/p/2510/SMSGlobal/) Although Burst SMS and SMSGlobal was cheaper and easier to use, their platforms were very outdated. My client decided to move their business away from both platforms in favor of . Twilio has a much wider selection of omnichannel comms to choose from as well. Review Source VR Verified Reviewer Senior software developer Information Technology and Services Used the software for: 1-2 years ### "Twilio - Seamless Communication for Developers and Business" December 19, 2024 5.0 Very good choice for developers, start-ups and enterprises looking for robust cloud communication services. Pros 1- Set of APIs • Messaging • Voice • Video • Email 2- offers high availability with minimal downtime. That's why it has a reputation for reliability. Cons provides Limited support on free-tier users. Switched from [ClickSend](https://www.capterra.com/p/175783/ClickSend/) Wide range of communication channels that provides. Review Source AM Aseel M. Account Accounting Used the software for: 2+ years ### "Egypt " May 11, 2023 5.0 I benefited a lot from the application, as it provided me with many functions and capabilities that helped me greatly in performing the work and presented it to me smoothly, quickly and concisely in one place, many benefits in the success of the work and the communication process, I was able to see the workflow, control it and follow it up, and I solved Many of the problems with the application that some employees made with some customers, and I dealt with these problems quickly and amicably. I realized many facts and reached many information and benefits.. Pros I found many advantages of making voice calls and sending text messages through the application and using them in the performance of the company's work, so that the application has become an indispensable main reference in life Daily and practical, I found integration in job performance in a very large way and it provided me with many things and benefits in performing work and controlling it, communicating with customers, suppliers and employees, monitoring them and their performance, knowing the desires and needs of customers, voice mail service, call recording, and many, many features in this application . Cons It has an easy, simple, practical interface that all groups can use and benefit from in a smooth and uncomplicated manner. It has advantages when the internet is cut off or the network is weak. I found integration in the performance of the current practical work and doing it to the fullest by means of this application, but it contains something that I think it lacks, which is the support of the Arabic language Some customers face a problem because of the availability of the language only, and we hope that the application will pay attention to this point and focus on it. Alternatives considered [CloudTalk](https://www.capterra.com/p/182004/CloudTalk/) Reason for choosing Twilio Because of its speed and provision of integration in functionality and ease of use and benefit from all its services. Review Source PE Pius E. Founder Internet Used the software for: 1-2 years ### "Twilio" May 7, 2022 5.0 helps me send transactional SMS messages to my users, which is its important role for my business and it nails this. However, to get more out of it, I use it for marketing to certain user segments as well and it performs brilliantly. Overall, I am happy with Twilio. Pros easily integrates with multiple 3rd party services out there. With a simple Zap in Zapier, you can build multiple workflows that trigger operations on your Twilio accounts such as sending out mass SMS or transactional SMS to customers. Twilio has exceptional deliverability in so many countries around the world. So no matter where your recipient is, Twilio can pretty much reach them. Cons has a steep learning curve if you do intend to get the most out of the products. You can cover a lot with simple API and Zapier, but to get the most from it using "Programmable Communications" needs some level of expertise. And this is where Twilio really showcases its powers. Unfortunately without a certain level of expertise, you will not get to that. Personally, as a NoCode builder, to overcome this I had to hire an expert to help me get the most out of Twilio. Alternatives considered [Bird](https://www.capterra.com/p/160795/Bird/) Reason for choosing Twilio was much easier to integrate with my existing stack of Bubble, Zapier, and Airtable. Review Source KC Kristen C. Co-founder Marketing and Advertising Used the software for: 1-2 years ### "Twilio has become a backbone for my work structure! Couldn’t live without it." September 8, 2022 5.0 Fantastic! I have really become to rely on it. I do wish that building some of the things inside of the platform was a little simpler for me. Although they do have really great guides for everything to help me get what I want done Pros is so dependable and versatile and I am extremely happy with it! It has become a main structure of my work flows from marketing text messages, call forwarding and everything communication. Twilio basically does everything. You can build anything you can think of inside the Twilio platform. It blows my mind what it is capable of. I feel like the only limit to what I can create with Twilio is my intelligence. Cons I like everything about . I have been using it forever and I don’t plan to stop anytime soon Alternatives considered [Zadarma](https://www.capterra.com/p/166095/Zadarma/) Reason for choosing Twilio So many reasons. I actually still use zadarma but that’s only because I haven’t taken the time to port out my phone number. Review Source Andrew B. Owner/ Operator Apparel & Fashion Used the software for: 2+ years ### "Can do everything, for all businesses but with a steep learning curve..." August 18, 2023 4.0 handles all the inbound calls for my website. I ported a vanity 800 number from a another provider to Twilio and after a quite lengthy setup process that involved lots of customer service calls it was up and running. After that you can pretty much leave it or do some minor changes relatively easy. Now when customers call they can choose from an option tree to troubleshoot their issue or they can choose to talk to an agent (me) and if it's during business hours the call gets forwarded to my cell, if outside of business hours they get my voicemail. Works great! I also have it embedded in my website for a chat option that more people actually use. Pros has every option under the sun, there's nothing call center related that they can't do for you. You could set up automated systems to perform mundane tasks for you, record and inscribe all your calls and even have a call center set up to help troubleshoot issues and direct calls. You can get add-ons from GitHub, integrate into your website especially Shopify and answer calls with a number that you can bring with you or they provide straight to your cell phone. We're talking local numbers and 800 numbers even though you may have to pay extra. Cons Very steep learning curve. There are so many options and so many ways to use this service including third party apps that you could get confused quite easily. Also their 2FA process is tedious which if you're not careful could result in you losing your number. Alternatives considered [Google Voice](https://www.capterra.com/p/210592/Voice/)[Grasshopper](https://www.capterra.com/p/175002/Grasshopper/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[Nextiva](https://www.capterra.com/p/175788/Nextiva/) Reason for choosing Twilio They bill by usage so in many ways they are a cheaper option. Plus if your needing to use on a computer they are the absolute best. And they have a whole marketplace of third party apps that can compliment this service immensely. Switched from [Grasshopper](https://www.capterra.com/p/175002/Grasshopper/) As a student I received a free trial from GitHub and I really liked how many options and integrations has. Review Source EF Ed F. Owner Insurance Used the software for: 2+ years ### "Twillio for Business" December 10, 2024 5.0 My overall experience with Twillio has been great. Pros I like that Twillio integrates with my CRM Cons I don't like that Twillio plays music when calling out from my CRM instead of hearing the phone ringing. Review Source DJ Derek J. Owner Recreational Facilities and Services Used the software for: 1-2 years ### "Set It and Forget It" November 21, 2024 5.0 We use to send automated texts for bookings through an API. Twilio makes sending these texts super simple. I don't have to really worry about anything with it. Pros Once set up, it's very easy to use the tool to send texts. It ends up being a set it and forget it tool for us and just handles the texts for us through the API. Cons Setup is super complicated with seemingly multiple areas to setup the same things, but they're different features. It took us weeks to actually setup properly to start sending texts out. Review Source VR Verified Reviewer Lead Egineer Information Technology and Services Used the software for: Less than 6 months ### "Good Experience" February 10, 2025 4.0 Pros SMS sending is easy with multiple numbers with multiple countries Cons Little UI design is difficult to understand. Switched from [Amazon SES](https://www.capterra.com/p/179662/Amazon-SES/) As amazon is so much costly for SMS sending. Review Source mA mohamad A. manager Alternative Dispute Resolution Used the software for: Less than 6 months ### "dont believe the spammed fake reviews " February 27, 2025 1.0 very bad , waste of time and efforts , be aware Pros scam service and bad support , cancelling account without justification Cons charging without providing service , scam Review Source CP Charlie P. Director Financial Services Used the software for: 1-2 years ### "Really great SMS service" November 5, 2024 5.0 Pros Great value for money and able to reach users all over the world with OTP messages. Easy to customise the message content and deploy instantly. Cons Was a little confusing on how to add multiple numbers for different territories. Review Source MF Mary F. Chapter Manager Civic & Social Organization Used the software for: Less than 6 months ### "A good solution" May 13, 2025 5.0 It was a good experience overall and I am glad to have this software. Pros The interface is easy to navigate and very informative. I found the information I needed easily. Cons I wish the trial period was long to be able to see KPIs and ensure it is a good fit. Review Source CR Cameron R. Information Technology Financial Services Used the software for: 1-2 years ### "Great Communcation Channel" October 7, 2024 5.0 Pros Works great for customer communication and notifications. Cons Can be expensive at times but can be worth it if you use 100% of the product to its full capacity. Review Source JP Jonathan P. CEO Education Management Used the software for: 6-12 months ### "Critical tool for marketing ops, but not easy to set up" August 31, 2024 4.0 Pros It's a solution to purchase and use numbers, and it's critical for our marketing ops Cons Not super easy or intuitive to set up the first time Review Source Nikita V. Marketing Manager CRM Machinery Used the software for: 1-2 years ### "Great and Reliable Call Center Tool" June 24, 2024 4.0 Pros We used Twillio as our primary phone tool to manage and distribute contacts between a large group of sales managers. Each sales managers operates in their own market and language, due to this setup many other tools were skipped and actually solved this issue for us. Cons It is really techy and not everyone from every team can be involved in setting it up. Sometimes reliability issues arise, the pricing felt jumpy too. Review Source VR Verified Reviewer web developer Program Development Used the software for: 2+ years ### "Unlock the full potential of your communication and messaging with Twilio" January 24, 2023 5.0 is a powerful and flexible communication and messaging platform that offers a wide range of features and services, including SMS, MMS, voice messaging, video and voice calling, and its ease of integration with other tools and platforms. allows me to easily add messaging, calling, and other features to their web and mobile applications. Pros the ease of use, the cost-effectiveness, and the support resources, and it offers a wide range of pre-built connectors, SDKs, and libraries that make it easy to integrate with popular languages and frameworks such as Java, Python, Ruby, and JavaScript. Additionally, 's API makes it easy to integrate its services into your web or mobile applications. Cons is a powerful platform for communication and messaging but it can be challenging for those without technical expertise to fully utilize its capabilities, it may require hiring an expert to fully unlock the platform's features. Despite this, those who master it will find it is a powerful and versatile solution. Review Source VR Verified Reviewer COO Information Technology and Services Used the software for: 1-2 years ### "Good features, but terrible support service" February 13, 2024 3.0 : good features, terrible support service! Pray you never need their support! I opened a ticket almost a week ago asking for a simple thing: deactivate 2FA to be able to migrate the WhatsApp Business Account (WABA). Until today, they haven't resolved it. They take a long time to respond and send stupid questions. So far, they haven't done what I asked. I'll miss a perfect time to migrate because of them. Pros Telephone number, WhatsApp Sender, and SMS with a good API integration. Cons The support service is terrible. There is no chat support for all customers (you have to pay for this support type in addition to the contracted service). The ticket response time lasts an average of 24 hours. If it's an important issue your company will suffer the consequences. I opened a simple ticket asking to turn off 2FA on my account to migrate the WhatsApp Business Account (WABA). It has been almost a week of messages exchanged and passed from one team to another without any solution to the case. Reason for choosing Twilio They had an integration with WhatsApp Business Account (WABA) compatible with my chat platform and a good integration by API. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.