--- title: "Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Twilio the right Speech Recognition solution for you? Explore 508 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/180158/Twilio-Communications-Platform/reviews/" page_type: "reviews" language: "en" --- Twilio 4.4 (508) 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 August 26th, 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 Muhammed A Technical Project ManagerTransportation/Trucking/Railroad, 11 - 50 employeesUsed the software for: 6-12 months. “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.“ July 21, 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 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 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 Muhammed A Technical Project ManagerTransportation/Trucking/Railroad, 11 - 50 employeesUsed the software for: 6-12 months. “The account verification and compliance process was the most frustrating part of our experience.“ July 21, 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 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 ## Showing most helpful reviews Showing 1-25 of 508 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Muhammed A. Technical Project Manager Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Powerful Platform, Frustrating Business Verification Process" July 21, 2026 4.0 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/) Reason 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 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 LL Léo L. Management Education Management Used the software for: Less than 6 months ### "Flexible and Reliable Communication Platform" August 21, 2026 3.0 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 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 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 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 Twilio 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 Twilio 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 SB Stacey B. CFO Transportation/Trucking/Railroad Used the software for: I used a free trial ### "Hidden Fees, Broken System, No Refunds" August 7, 2026 1.0 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 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 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 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 SS Shane S. CEO Information Technology and Services Used the software for: Less than 6 months ### "Easily Integrate Text Messaging Into Your Workflows" June 12, 2025 5.0 Twilio has a great value for the price and enables almost instantaneous notifications for actions taken, information submitted and requests performed on the corporate website. Pros Twilio enabled quick and easy integration with my WordPress site to enable the notification of lead capture and form submissions. Cons The Twilio configuration is flexible and powerful but the overall UX and workflow could be improved to remove an confusion. 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 AD Arran D. CEO Marketing and Advertising Used the software for: 1-2 years ### "My 2 year experience with Twilio" November 30, 2024 4.0 I have used twilio for over 2 years having spent over $2,000 in call credit roughly, Twilio does the job, but it can be a pain at times. very difficult to set up and the phone number verification process takes way too long. Pros Very easy to intergrate and a good phone system overall Cons Verification process takes way too long with too little guidance 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 FG Facundo G. Remote OPI and VRI Interpreter Telecommunications Used the software for: Less than 6 months ### "Twilio as a great system analyzer" November 30, 2024 5.0 In general terms, I found the platform perfect mainly because of its simplicity and because it did not generate any inconvenience in its use. It also allowed the onboarding team to speed up the verification of requirements in order to continue with the processes without further delays. Pros I found the platform to be very simple but intuitive and at the same time fast and concise as an analyzer of the system data needed to apply for certain jobs that needed specific system requirements. Cons What I found less favorable about the platform was that, at least the first time I used it, when it was not so updated and I saw an error, it did not indicate what the specific error was, but it provided a code and then I had to consult the IT team to find out what needed to be fixed. Later that was corrected but maybe later on there will be some inconveniences like that. Review Source ZS Zoltan S. Developer Marketing and Advertising Used the software for: 6-12 months ### "Great option for sending out SMS" December 16, 2024 5.0 Pros The cost was very low compared to other options I saw and handled bulk API requests very well Cons Our account kept getting disabled due to suspicious logins which was just me under a VPN and had quite a few days of downtime because support wouldn't believe it was me. Review Source VR Verified Reviewer Marketing Director Information Technology and Services Used the software for: 2+ years ### "Worth Purchasing" April 15, 2024 5.0 Pros Twilio is fantastic for SMS (and calls, but our primary purpose for Twilio was SMS). You are able to mass text, schedule, and use personalization options, including dynamic variables. It's very convenient and probably the best SMS integration option available. We use it with our current marketing software system. It's incredibly easy to set up, get started, and maintain. Cons It is a little on the pricey side but very comparable to most SMS/VOIP systems available. You do have to pay per SMS and there are character limits so if you're sending one long message - you're paying for 4. But ultimately it is worth it. Review Source VR Verified Reviewer IT Manager Retail Used the software for: 1-2 years ### "Twilio's services and tools are reliable, easy to configure, easy to manage, and inexpensive" July 12, 2022 5.0 We use Twilio trunking for our multi-location PBX, and SMS messaging for customer communication. Twilio has worked out very well for us and I would strongly recommend them to other businesses. It's easy to set up, inexpensive and reliable. Pros So far, we use Twilio SMS messaging and SIP trunking. Our experience with was excellent. Everything from creating an account, setting up services, integrating with other systems (PBX and CRM), funding and managing services has been nearly perfect. We did not have a lot of experience with any of these technologies, and we had very little trouble getting it to work the way we want. They have done an outstanding job of designing the services and interfaces so you can put together systems exactly the way you want, without a lot of trouble for spending a lot of money. Cons The one negative that we have encountered so far is that Twilio's SIP trunking does not support T.38 faxing. We do have a couple legacy fax machines set up with ATA's, but they are unreliable both sending and receiving, so we had to supplement this with efax service from another vendor. This setup works, but it would've been nice to have everything together from one vendor. I understand that fax is outdated, but it's still the standard in the medical industry. Reason for choosing Twilio All the other companies were either much more expensive, much more limited in features, or harder to understand and set up. From what I looked at, nothing was even close to Twilio in terms of convenience, features and price. Review Source EL Esther L. Software Implementation Non-Profit Organization Management Used the software for: 2+ years ### "Purchased out of necessity, expanded due to functionality" January 23, 2023 5.0 I like software that does what it’s supposed to do in the background without requiring regular babysitting. Twilio is exceptionally good at this. As long as our autopay works, the service remains consistently available and functions as expected. Pros For us, the integration is key. We have quite a few non-tech savvy people so operating the backend of Twilio could be intimidating for most of our staff. However, we need a product with extensive features and customization options. Twilio gives us the best of both worlds by integrating our user friendly database with the robust Twilio features. Cons There are always trade offs between available features and ease of use. Sometimes it’s hard to locate a particular setting. However, online documentation has helped me out so far and I have not needed tech support. Reason for choosing Twilio We originally chose Twilio because it already had an API option with our database software. Since that time, other companies have offered us deals but we don’t fix what isn’t broken. The pricing and reliable service keep us a loyal customer. Review Source Aman K. Researcher Chemicals Used the software for: 1-2 years ### "Twilio is a cloud-based communication platform that offers APIs, developer tools, and SDKs." February 24, 2023 4.0 Pros Twilio software, including its user-friendly interface, thorough documentation, and adaptable communication features. Twilio's API-centric approach and tools catered to developers are also praised for enabling businesses to personalize and expand their communication channels seamlessly. Moreover, Twilio's dependable service and outstanding customer support are commended by users. Cons Twilio software could be enhanced, such as its pricing model, limited analytics functionalities, and complex configuration process for certain features. Some users have also reported encountering occasional technical problems and errors while using the software. Furthermore, some users have found the learning curve for utilizing the more advanced features of the software to be challenging. Reason for choosing Twilio Twilio is a well-respected communication platform that offers various features and tools to help businesses enhance their customer engagement and communication capabilities. Its API-driven approach and tools for developers make it an appealing option for businesses that want to customize and expand their communication channels effectively. While there are areas where Twilio could improve, such as pricing and analytics capabilities, users generally commend the software's reliable service and outstanding customer support. In summary, Twilio appears to be a valuable asset for businesses aiming to enhance their communication strategies. Review Source Efezino U. Managing Director & Software Developer Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Dependable" December 9, 2022 5.0 Overall, however, Twilio is a solid choice for businesses and organizations looking for a comprehensive communications platform. From a developer's perspective, it is one of the simplest solutions to integrate with. Pros Twilio is a powerful and effective communications platform that allows businesses and organizations to easily integrate voice, video, messaging, and other forms of communication into their systems and applications. Some of the key benefits of using Twilio include:Flexibility: Twilio provides a range of different APIs and tools that can be easily integrated into a variety of different platforms and applications. This allows organizations to use Twilio in a way that best fits their needs and requirements.Scalability: Twilio is designed to handle high volumes of traffic, making it a good choice for organizations that need to send or receive large numbers of communications on a regular basis. The service can easily be scaled up or down to meet changing needs.Features: Twilio offers a range of advanced features, including tracking and analytics, voice recognition, and integration with other tools and services. These features can help organizations optimize their communications and improve their overall effectiveness. Cons Despite its many benefits, there are some potential drawbacks to consider when using Twilio. For example, the cost of the service can be a barrier for some organizations, and the advanced features may not be necessary for all users. Additionally, the service may require some technical expertise to set up and use effectively. Review Source Tanya D. Head Computer Software Used the software for: 2+ years ### "Poor customer service in Twilio" October 6, 2023 3.0 Being one of the major players in the market, Twilio has abused its position greatly! We and our customers consequentially, have experienced major service suspension in our US region. TBy not taking serious operational issues for their customer as a matter of priority they have caused us not only loss of revenue but impacted our reputation vastly. The interruption to services in the US area has been left unresolved for over 2 weeks, being transferred from department to department and mostly handled by AI very unsuccessfully and time consuming.Since it has been a reoccurring issue, and has been solved previously, it shows us that their client data and history management is very poor. Being a global service provider based in the US, they do not take into account the time zone differences and the customer support response time is appalling. The response time window doesn’t consider the time difference when the automation kicks in. Pros The software is easy to use and deploy, fair pricing Cons Level of customer service - our issue with the US carrier is being handled for more than 2 weeks with no success. And Twilio is based in the US.Use of AI in Customer support - no result, tons of disappointment.Kicking the ticket from one department to another knowing the importance of the matter for us and our customers. 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