# Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Twilio the right Cloud Communication Platform solution for you? Explore 505 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 (505) 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 July 14th, 2026 # Reviews of Twilio Ease of use 4.1 Customer Service 4.0 ## Pros and Cons in Reviews BB Bonnie B Digital Systems ManagerNon-Profit Organization Management, 51 - 200 employeesUsed the software for: More than 2 years. “We do appreciate the ability to send mass texts out to our constituents and the ability to provide what they need quickly.“ June 24, 2026 Eric T Director, DXAutomotive, 501 - 1,000 employeesUsed the software for: More than 2 years. “When Twilio goes down or there are issues with a number, it is on the "user" to figure out what is broken.“ January 27, 2026 SY Shuchun Y Software EngineerInformation Technology and Services, 10,001+ employeesUsed the software for: 1-2 years. “Anytime I have issues or questions with twilio development, I can easily reach out to the support and they will respond with solutions quickly.“ January 20, 2026 AM Ankit M Backend DeveloperInformation Services, 11 - 50 employeesUsed the software for: Less than 6 months. “A few parts of the setup were confusing at first, especially while configuring some API settings.“ May 8, 2026 SS Shane S CEOInformation Technology and Services, 2 - 10 employeesUsed the software for: Less than 6 months. “Twilio enabled quick and easy integration with my WordPress site to enable the notification of lead capture and form submissions.“ June 12, 2025 JC Jessica C Customer service representativeEducation Management, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “the amount of times there were issues receiving calls and or there were no calls coming in thru the lines without rebooting the system.“ November 6, 2025 DS David S Vice PresidentFacilities Services, 2 - 10 employeesUsed the software for: More than 2 years. “Twilio is very powerful and allows me to not only send bulk emails but also text.“ January 7, 2026 MT Mario T AdminCapital Markets, 2 - 10 employeesUsed the software for: 1-2 years. “They are charging me for services I never used and previously blocked, such as long-distance and regular calls.“ October 9, 2025 ## Showing most helpful reviews Showing 1-25 of 505 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrew M. Owner Computer Software Used the software for: 6-12 months ### "Developer telephony message solution" May 26, 2026 4.0 Pros An excellent developer platform for telephony communications, cheap and relatively easy to build no-code solutions Cons The console is complex and has a lot of jargon that you need to go through to get to a working solution. 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 SD Suzanne D. Partnership Performance Manager Insurance Used the software for: 2+ years ### "Excellent telephony tool " June 10, 2026 5.0 Outbound customer dialler system, priorities preset to ensure call times achieved. MI to overview performance Pros Excellent Telephony system providing outbound priority disciplines to meet business needs and customer contact. Robust and dependable supporting large volumes of leads. Cons Given its detailed and multi functional it takes a bit of training ing and practice to get used to all the functionalities but that’s a nice issue to have. Review Source BB Bonnie B. Digital Systems Manager Non-Profit Organization Management Used the software for: 2+ years ### "Powerful, but Difficult" June 24, 2026 3.0 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 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 Twilio 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 twilio 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 twilio is far cheaper at scale compared to anything I could find Switched from [CallRail](https://www.capterra.com/p/141829/CallRail/) twilio is far cheaper at scale than call rail Review Source Eric T. Director, DX Automotive Used the software for: 2+ years ### "Powerful Tool but Could be Better" January 27, 2026 3.0 I integrated Twilio 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 Twilio has pretty broad integrations across a variety of platforms. Ubiquity is one of the great features of Twilio. Cons When Twilio 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, Twilio allowed us to tie multiple applications to a single number, depending on what the need was. 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 Twilio 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. Twilio 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 Twilio 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 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 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- Twilio offers high availability with minimal downtime. That's why it has a reputation for reliability. Cons Twilio provides Limited support on free-tier users. Switched from [ClickSend](https://www.capterra.com/p/175783/ClickSend/) Wide range of communication channels that twilio provides. 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 Twilio 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 FM FAUZIA M. Owner Retail Used the software for: Less than 6 months ### "Fulfilled my requirements" March 2, 2025 5.0 when emailing support, response times are greater than 24 hours. Pros Whatsapp messenger . Easy to use online admin interface. Easy to integrate with your setup. Cons configuration were a bit difficult to understand Switched from [Calilio](https://www.capterra.com/p/10016146/Calilio/) Calilio did not offer mobile number due to which i could not do OTP verification. Review Source MT Mark T. COO E-Learning Used the software for: 6-12 months ### "Customer support is dificult to reach and unresponsive" October 2, 2023 2.0 We have been a SendGrid customer for about 7 months. We use the service to handle the transactional emails from our website. We have been satisfied with that service and decided to also use them for our marketing campaigns On September 30th we exported our MailChimp contacts and cleaned up the data. On October we upgraded our SendGrid plan to Basic 50k, contacted SendGrid support, informed them what we were doing and asked about the use of Tags. We then imported 47k contacts, prepared a time sensitive single send marketing piece which we released on October 2nd to our complete contact list. SendGrid shut down the campaign, disabled the links in the 13k emails that had been sent, making them useless, and suspended our account. We have been unable to reach SendGrid to resolve this. This action, and lack of it by Twillo/SendGrid has significantly impacted our business as the campaign was in support of a live continuing education course scheduled for Tuesday 10/3. At this point we are trying to salvage what we can by moving to another marketing service. Pros We were migrating our email marketing from MailChimp to Twillo's SendGrid. Relative to MailChimp we found SendGrid's email design tool to be more flexible and easier to use Cons Customer support: Two issues1 -Customer support is difficult to access. The support phone number listed on Google is disconnected, there is no chat, "Contact support" on the website requires the user to fill in a text box labeled "Tell us your issue." We've tried this multiple times only to get an error message: "There was an error retrieving results for your query. Please try again." We've managed to get multiple messages to SendGrid Support by responding to previous support ticket emails. I see some one at SendGrid has deleted all but one of these. Obviously someone knows we have an urgent issue but no response and it has been over 18 hours since our first request for support. 2. When we informed Customer support that we were migrating our marketing champagne from Mail Chimp to SendGrid they failed to inform us about the possibility of the automated account suspension we have encountered, and how to avoid it . Alternatives considered [Constant Contact](https://www.capterra.com/p/31898/Constant-Contact/)[Mailchimp](https://www.capterra.com/p/110228/MailChimp/) Reason for choosing Twilio We were already using it for our transactional emails, fee structure and reputation for deliver-ability Switched from [Mailchimp](https://www.capterra.com/p/110228/MailChimp/) Fee structure and reputation for deliver-ability Review Source BH Brian H. Software Engineer Computer Software Used the software for: 1-2 years ### "Twilio SMS and Studio are fantastic" January 13, 2022 5.0 Pros The API was easy to use, well documented, and accurate (to the documentation provided). I was up and running with a programmatic call to Twilio to send text messages from my application within 15 minutes. Twilio Studio and flows provide a great user experience that puts a lot of power into a non-developers hands for managing communication and escalation. Example flows give you just about everything you would need to get started building your own flow. Cons Certain aspects, like accounts, sub-accounts, and management can only be done using the API. These are minor and usually one and done (so they could be done with tool like Postman or SOAPUI). Alternatives considered [msg91](https://www.capterra.com/p/181053/Walkover-Web-Solutions/) Reason for choosing Twilio Studio and Flows of Twilio, prior experience using Twilio for phone number verification. Review Source JS Jalen S. Co founder Real Estate Used the software for: Less than 6 months ### "Impossible to set up poor communication " May 25, 2025 1.0 Tried to set up multiple campaigns with sales and IT neither were successful at giving me the correct items needed to get a campaign approved Pros Nothing they were unable get my profile set up after paying for over 5 campaign reviews their customer service is poor Cons Very vague requirements for MFA, impossible to get a campaign approved customer service is poor and lacks clarity 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 Twilio 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 MO Meghann O. Customer Success Manager Computer Software Used the software for: 2+ years ### "Feels like we have to use them but the pricing is quite high" November 10, 2024 3.0 Overall it feels like we're stuck using them because they integrate and have international numbers. They are responsive but often not flexible. Pros It integrates with our system and they are responsive on the Support team. Cons The costs are very high and our customers complain. Their information online is also often misleading. 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 Marty W. Founder Health, Wellness and Fitness Used the software for: 1-2 years ### "I use it because I have to, but it does work." October 14, 2024 3.0 I use it because it is the resource that several other services I need uses to integrate messaging services. If there was a better option I'd probably go with that. Pros Twilio definitely puts some pieces together that are necessary to have connected. Once it's all set up it works great. Cons It is kind of a pain in the neck to set up. There's both a learning curve, and the fact that the UI is far from intuitive to contend with. 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 RC Rachel C. Customer Support Lead Real Estate Used the software for: 2+ years ### "Reliable and effective automated call/text provider" August 1, 2024 4.0 Besides the pain points I mentioned above, Twilio has been a reliable text and call provider for our company. There are occasional outages, but they recover relatively quickly to minimize disruptions to their customers. Pros Twilio is very simple to use and easy to navigate. It's easy to find call and message records without too much trouble. Cons I wish there was a way to preview the content of the messages without having to click into it. You also cannot open the messages in a new tab, so it makes for having to troubleshoot and review messages a bit tedious to go back and scroll again. Review Source Saira Y. Automation Computer Software Used the software for: 1-2 years ### "Saira's review on Twilio" June 19, 2022 5.0 Twilio is the best app for message broadcasting, message scheduling, call recording, data distribution, etc. I personally recommend and suggest my clients and customers use it. Pros Call recording and analyzing agents' performance is the best option that I enjoy while using Twilio. This software is very easy and less expensive to use. As well as we can easily integrate with other web apps to make the workflow more fast, more accurate, and more fluent to enhance our business. Cons The admin interface is a little bit complicated, Twilio should enhance the user experience for admins would be great. Review Source Ahmed A. Founder, Biomedical Engineer & Data Scientist Information Technology and Services Used the software for: 6-12 months ### "Twilio: The Ultimate Communication Solution for Businesses" January 18, 2023 5.0 Twilio is a reliable and effective communication solution that helps us improve our customer engagement and communication strategies. Pros The most positive aspect of Twilio is its flexibility and scalability, Twilio offers a wide range of communication services, including SMS, voice, video, email, and chat, which can be easily integrated into any application. This allows us to create personalized communication experiences with our customers. Twilio's pay-as-you-go pricing model allows us to scale usage based on our needs, without any long-term contracts or commitments. Twilio's platform also provides a variety of features such as call routing, message personalization, 2-way messaging, contact management, online voice transmission, call monitoring, call recording, MMS, automated responses, reporting and analytics, shortcodes, voicemail transcription, access controls, mobile keywords, call conferencing, SIP trunking and unified communications, all of these features are very useful and make the communication process more efficient and convenient. Cons Twilio is that it may not be as user-friendly as other similar products, You may find the platform complex and difficult to navigate, which could make it challenging for fully utilize all of its features. Even though Twilio's platform offers a wide range of communication services, it may not have some specialized features that other products offer.However, these cons are not unique to Twilio, as any software has its own set of pros and cons. Review Source Devendra Kumar S. Manager Information Technology and Services Used the software for: I used a free trial ### " "Revolutionizing Communications with Twilio: A Comprehensive Review"" February 10, 2023 5.0 My overall experience with Twilio software has been positive. Twilio has enabled my business to communicate more effectively with customers and potential customers. We are using Twilio to send text notifications and reminder messages to customers, as well as to send automated voicemails. The benefits of using Twilio have been clear in terms of improved customer communication and better customer experience. We have also seen a marked increase in customer engagement, with more customers responding to and interacting with our messages. In addition, Twilio has allowed us to streamline our communication process, resulting in more efficient use of our resources. Pros Pros:- Twilio is a powerful and easy-to-use communication platform that provides a wide range of services and features.- The platform is highly scalable and can easily be tailored to meet the communication needs of any organization.- Twilio offers a wide range of services including voice calls, text messaging, video conferencing, and more.- Its integration with existing business processes is quick and easy, and the platform is extremely user-friendly. Cons One of the cons of Twilio Software is that it can be difficult to integrate with existing business processes. It also may lack features that other software programs offer, such as automation or reporting capabilities. Additionally, the user interface can be a bit confusing and hard to navigate, making it difficult to use for those who are unfamiliar with the software. Review Source Lydia L. Blow Mold Operator Plastics Used the software for: 2+ years ### "Twilio is the tool to get it right with customer engagements " November 15, 2023 5.0 Twilio has helped us reach our customers more effectively and easily by building a complete communication workflow where they can easily reach out to us through sms, video, audio or email. Pros Twilio offers all the resources needed to build a complete communication and customer support platform with multiple support channels like video and audio calls and instant messaging. It allows us to collect our customer data and analyze them so as to achieve a better understanding of our customers at a more personal level. Cons Twilio is not an easy to use product and training is always a necessity especially for beginners. 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. 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