--- title: "Page 2 | Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 2 - Is Twilio the right Cloud Communication Platform solution for you? Explore 513 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=2" page_type: "reviews" language: "en" publication_date: "2026-09-29" --- Twilio 4.4 (513) 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 # Page 2 - Reviews of Twilio ## Showing most helpful reviews Showing 26-50 of 513 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 DS David S. Vice President Facilities Services Used the software for: 2+ years ### "Powerful Messaging" January 7, 2026 4.0 My experience with Twilio is positive. Once I got it set up, it just runs in the backgorund with no input on my end. Pros Twilio is very powerful and allows me to not only send bulk emails but also text. App is very secure. Cons Learning curve was a little difficult at first but it didn't tak elong. Once set up, there is little to no interaction, Review Source JB Justin B. Manager Real Estate Used the software for: Less than 6 months ### "Unnecessarily Complicated Verification Process for Simple Use Case" April 26, 2025 1.0 I attempted to set up a simple Twilio phone system for a family cabin gate entry solution. After successfully creating the flow and purchasing a number, I was met with an endless loop of verification requests from their support team. Despite providing complete information about my LLC, my role, and intended use case in my FIRST response, I received identical verification requests from THREE different support representatives \[sensitive content hidden\], each asking for the exact same information I had already provided multiple times. The phone number I purchased has been unusable (returning busy signals when called) while this verification process drags on. When I attempt to test my configured flow, it doesn't work, likely because the account verification is pending. For a company that promotes itself as developer-friendly with seamless integration, the customer support experience has been anything but smooth. Simple implementation has turned into days of frustration and repeated emails. If you need a quick communications solution, I strongly recommend looking elsewhere. Pros There was apparent ease of use, but that assumed that their customer service had its act together. Their flows are easy to make, and they offer great-sounding products. Cons Their customer verification process is unnecessarily burdensome and inefficient. Despite providing complete details about my LLC, business purpose, and intended use case in my initial response, I received identical verification requests from three different support representatives \[sensitive content hidden\], each asking for the exact same information. The lack of internal communication between support teams resulted in days of back-and-forth for what should have been a simple implementation. Meanwhile, my purchased toll-free number remained unusable, returning busy signals when called. For a company that markets itself as developer-friendly with seamless integration, their customer onboarding experience contradicts this promise entirely. The verification process became so tedious that I considered abandoning the service altogether for a competitor. This experience makes me question their operational efficiency and customer-centric approach. Alternatives considered [Telnyx Suite](https://www.capterra.com/p/173804/Telnyx/)[Plivo](https://www.capterra.com/p/164618/Plivo/) Reason for choosing Twilio Name Recognition and use case scenarios. Review Source 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 VR Verified Reviewer Outreach Director Non-Profit Organization Management Used the software for: 1-2 years ### "Secure and cumbersome" July 29, 2025 3.0 It made work that had to be secure possible, even though it feels cumbersome. For the kind of work I do, I am happy to have a resource that makes it possible, even if it feels difficult. Pros It makes the work possible, even if it is cubersome. It allows for secure access and connection to the team. Cons My use was on a customized platform, and it feels very hard to navigate. I continually have to reference the help guides. And the security aspects, although necessary, require frequent and repeated logins. 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 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 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 PG Paul G. Programmer Automotive Used the software for: Less than 6 months ### "A complete waste of time" November 18, 2025 1.0 An abysmal experience. Do not use this company for text messaging. Support is terrible and they take up to two weeks to process a verification for which they usually say they can no longer find it and to resubmit it. Pros Decent Nuget package to use, feature rich. I have nothing else good to say about their API and sign-up process. Cons They wasted two months of development time for our company. I've been submitting verifications for longer than this. They deny without reason sometimes, and other times they just sit on the verification. For the past month they've been asking me to delete and resubmit the exact same verification because they can't seem to find it despite it being visible on their website. I've gone through three tech support people with no resolution and no answers. 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 VR Verified Reviewer VP of Marketing Computer Software Used the software for: 2+ years ### "Great platform if you're have a talented technical team" June 17, 2025 5.0 Great tools, and clear docs but their business isn't for everyone. You need to be quite technical and know what you're doing. Otherwise you will be taken advantage of. Pros I liked Twilio’s flexibility and scalability the most. It offers powerful APIs that let you easily build and customize omnichannel campaigns. They offer SMS, email, and voice to go with conversational AI functions. Our devs like their clear docs. Cons I really dislike their business practices. Their sales and customer support team are not very clear when it comes to what your company needs to buy since they offer so many solutions. You often feel ripped off, and pay for things you don't need. You also need to have quite technical devs to set everything up correctly. They want you to do it yourself, which is how they keep prices down. Switched from [Sinch Engage](https://www.capterra.com/p/187336/Sinch-Engage/) Twilio has a stronger API and better custom options for building more sophisticated omnichannel campaigns. Review Source JC Jessica C. Customer service representative Education Management Used the software for: 6-12 months ### "Good Service" November 6, 2025 4.0 for the most part twilio was a good source thru my employer and communicating with customers and the leniency to make the calls Pros what i like most is the software and communication and how quick it was to get the calls done most of the times with no issues. Cons the amount of times there were issues receiving calls and or there were no calls coming in thru the lines without rebooting the system. Review Source Milton A. Founder Information Technology and Services Used the software for: 2+ years ### "Good option to integrate communication into your developments." August 30, 2025 4.0 Pros He has always been a benchmark in the communication sector. It has a very advanced API and can be integrated with many developments. Cons Your rates should be more affordable, the internal administration of the dashboard should be more friendly and easy to use. Unsubscribe from a service should be more intuitive. Review Source VR Verified Reviewer Software Engineer Information Technology and Services Used the software for: 1-2 years ### "Great platform to build calling solutions" January 20, 2026 5.0 Anytime I have issues or questions with twilio development, I can easily reach out to the support and they will respond with solutions quickly. Pros Twilio provides the layer of programmable voice api, it means you can use their sdk to build an messaging and calling application easily, it starts cheap and for small scale of application, it is very good. They also provide very responsive customer support. Cons Twilio has been in the area for a long period now, with the iteration of the technology, sometimes the information are not quite aligned between different implementations also it does not have native integration with other system. Review Source RA Rahman A. Marketing Specialist Business Supplies and Equipment Used the software for: 2+ years ### "Flexible messaging muscle that keeps us connected with customers." April 28, 2025 5.0 It’s helped us get to customers more quickly and more directly, especially when email is simply ignored. So that instant communication has increased our response to promotions and meant that our order process has been able to roll on without these big lags between everything. Pros Twilio allows us to send SMS notifications, order updates, and appointment reminders straight to our customers’ phones. I like the flexibility of the platform. It’s robust enough for us to hack it to serve what we need, such as sending a single alert or building out more advanced messaging flows for promotions. Cons It’s pretty techy for beginners if you’re not tech-savvy. For us, it took a while to get the settings right and if you want more advanced options like two-way conversation or WhatsApp integration, the price can escalate rapidly. Review Source IRA Imogen R. A. Digital Marketing Specialist Marketing and Advertising Used the software for: 2+ years ### "Versatile messaging backbone for campaigns." May 22, 2025 5.0 We use Twilio for automating the confirmation texts for our clients’ workshop sign-ups, feedback loops, etc. It’s allowed us to personalize our outreach efforts without scaling headcount a real game-changer for a boutique agency like ours. Pros The progammable messaging APIs from Twilio enabled us to control the flow of SMS campaigns, particularly with event reminders and time sensitive promos. It’s like having a telecom platform that was as malleable as code. Cons There's a learning curve, particularly if you're not accustomed to APIs or cloud-based communication logic in general. Optimized best with some dev involvement. Review Source EP Emanuele P. Software Engineer Computer Software Used the software for: 6-12 months ### "Really good but expensive" November 26, 2025 4.0 Pros It has a huge amount of features that you can use to communicate with your customers, whatever you are thinking about, it's here Cons It's really expensive for basic services, but unfortunately it's the only way to have everything integrated in one place 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 LC Luke C. CEO Telecommunications Used the software for: 2+ years ### "Bredth not depth. Twilio is functional but unreliable with poor customer support." March 22, 2025 1.0 Very negative. Many of the reliability issues we have experienced with Twilio are easily reproducible and solvable but Twilio does not invest in resolving these issues or are not capable. It's worth noting we spend ~$20k USD per month with Twilio. We're by no means a significant customer for Twilio but we're certainly not a small one. Pros Breadth of functionality. Twilio offers a significant variety of features to support many use cases. Cons The Twilio console and services more broadly are highly unreliable. Reliability issues wouldn't be a significant issue if their support team had product expertise and the capability to resolve issues but having worked with Twilio support on many occasions it seems like Twilio do not provide their team with the training and resources they need to support customers well. Review Source PD Pat D. Sr. Director Hospital & Health Care Used the software for: 2+ years ### "Twilio is best in class, but at a cost" May 22, 2025 4.0 Twilio has been a great partner and has helped us grow and expand our product capabilities. But the cost continues to rise too. Pros Twilio is the strongest messaging application for our product suite and makes the user experience seamless Cons Twilio costs are a bit high, making the cost hard to stomach as a company continues to scale. Others will get competitive on price. 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 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 DB Diana B. Founder Computer Software Used the software for: 2+ years ### "Best overall omnichannel messaging app" January 16, 2025 4.0 The application is hands down the best, but their sales team is a bit pushy. The customer service is fairly good. Pros They have the best UI for omnichannel messaging for SMS, MMS, RCS, WhatsApp and conversational AI. Everything works together quite nicely, and their pricing is quite good for what you get. Cons It can be very overwhelming to use if you're not an advanced A2P communications user. My clients do not enjoy using it, but they love the results they receive from it once they delegate it to someone else. Switched from [Kudosity](https://www.capterra.com/p/214344/BurstSMS/)[SMSGlobal](https://www.capterra.com/p/2510/SMSGlobal/) Although Burst SMS and SMSGlobal was cheaper and easier to use, their platforms were very outdated. My client decided to move their business away from both platforms in favor of Twilio. Twilio has a much wider selection of omnichannel comms to choose from as well. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.