# Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Twilio the right Cloud Communication Platform solution for you? Explore 506 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 (506) [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 July 21st, 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 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 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 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 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 506 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 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 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 PE Pius E. Founder Internet Used the software for: 1-2 years ### "Twilio" May 7, 2022 5.0 Twilio 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 Twilio 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 Twilio 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 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 Twilio 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 Twilio 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 Twilio. 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 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 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 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 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 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 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 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 EJ Emely J. Manager Real Estate Used the software for: Less than 6 months ### "Twilio Review" August 26, 2024 5.0 I really enjoyed working with Twilio; I only mentioned the price, just looking for something remotely "negative", but I thing that the price is very adaptable to the size and profits of the company Pros I loved twilio when I used it. It is really easy to integrate. Cons If I have to choose something I'd say the price. 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 Twilio 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, Twilio's API makes it easy to integrate its services into your web or mobile applications. Cons Twilio 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 Twilio: 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 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. 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.