--- title: "Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Twilio the right Cloud Communication Platform solution for you? Explore 514 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" publication_date: "2026-09-29" --- Twilio 4.4 (514) [View alternatives](https://www.capterra.com/p/180158/Twilio-Communications-Platform/alternatives/) 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 September 29th, 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 514 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Furkan A. Founder Design Used the software for: 1-2 years ### "Reliable OTP solution for our SaaS projects" September 15, 2026 5.0 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 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 BW Benedikt W. CEO Information Technology and Services Used the software for: 6-12 months ### "Buggy, customer service non-existent. Do not use." September 14, 2026 2.0 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/) Reason for choosing Twilio It is supposed to be feature rich and well established Review Source Josh V. CEO Newspapers Used the software for: I used a free trial ### "Terrible and likely fake. " October 4, 2026 1.0 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 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 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 Ekpono A. Software Engineer Translation and Localization Used the software for: 2+ years ### "Developer friend platform and good APIs" September 21, 2026 5.0 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 TU Tucker U. Associate Attorney Law Practice Used the software for: 2+ years ### "The programmable SMS hook that finally works with our case management system." October 5, 2026 5.0 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 SP Susan P. dm Accounting Used the software for: 1-2 years ### "Reliable and Flexible Communication Platform" September 21, 2026 5.0 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 VL Vinicius L. Software Engineer Computer Software Used the software for: 2+ years ### "Great for SMS Services" February 20, 2025 5.0 I used Twillio a third-party API to send SMS. Pros Twillio SMS sending stands out for it's efficiency. Cons The costs are not so affordable. It should offer some cheaper options for SMS. Switched from [SMSGlobal](https://www.capterra.com/p/2510/SMSGlobal/) Twillio is a more robust solution vis-à-vis the concurrent. 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 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/) Reason for choosing Twilio We were already using it for our transactional emails, fee structure and reputation for deliver-ability 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 Twilio 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 Twilio 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 Twilio 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 Twilio has. Review Source JS Josh S. IT Coordinator Legal Services Used the software for: 2+ years ### "Great solution to phone campaigns" May 19, 2025 4.0 Pros Twilio makes it easy to configure campaigns for phone numbers and services. The approval process takes time, but works great once everything is approved. Cons The configuration can be a little tedious getting the campaign and everything situated.. be prepared to configure it a couple of times. Review Source GB Gideon B. Customer Manager Media Production Used the software for: 2+ years ### "Brilliant and seamless." March 31, 2025 4.0 We have not had problems, the software guarantees continuity. Pros Amazing integration capabilities and easy in setting up of the software. Cons Pricing of the software is far much higher compared to that of Wati. Developer should consider lowering its implementation cost. Review Source SR Spencer R. Course Advisor Education Management Used the software for: 6-12 months ### "Great Investment" March 27, 2025 4.0 Would highly recommend, great support from the team and management. Pros Very powerful & useful, attacks directly and operates without fault. Cons A lot of information to learn, however the payout of learning is well worth it. 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 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 AS Austin S. Junior Accountant Accounting Used the software for: 6-12 months ### "Sync multiple communication channels" January 1, 2025 5.0 I had a technician set up the settings for me, and link multiple communication channnels. Pros It allowed me to sync multiple communication channels. Cons Twilio was fairly complex from a technical standpoint. 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 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 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 Similar Products Featured ## 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.