# Page 4 | Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is Twilio the right Cloud Communication Platform solution for you? Explore 502 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 (502) [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 May 7th, 2026 # Page 4 - Reviews of Twilio ## Showing most helpful reviews Showing 76-100 of 502 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sebastian P. Owner Information Technology and Services Used the software for: 2+ years ### "Very useful but getting more and more expensive" June 28, 2023 5.0 You have to build your own interface to use the Twilio API. Or pay for a software that can use the API, which is easier and cheaper. The Twilio interface only allows you to monitor usage, create reports, billing management, and program IVR. It doesn't provide an interface for your sales team to use. Pros I like how complete it is and all the API possibilities. You can achieve so much if you know what you're doing. You can create a call center and monitor everything, including recordings. SMS marketing, ringless voicemail, etc.. Cons As you scale, it gets very expensive (no discounts at all for loyalty). Zapier is losing its market share to Make, Pipedream, and Pabbly. Soon the same will happen to Twilio. Alternatives considered [Vonage Contact Center](https://www.capterra.com/p/104649/ContactWorld/) Reason for choosing Twilio Vonage was much more expensive, and integration with the CRM would have to be built manually. The CRM we chose was already built to integrate with Twilio. Switched from [ActiveCampaign](https://www.capterra.com/p/79367/ActiveCampaign/)[Keap](https://www.capterra.com/p/76390/Infusionsoft/) I found a better CRM that uses the Twilio API to enable VOIP features for the sales team that uses the CRM sales funnel. 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 Coral M. Programador informatico Computer Software Used the software for: 6-12 months ### "Twilio una API muy interesante para enviar mensajes " February 10, 2023 4.0 Nuestra experiencia con Twilio es muy buena, nuestra empresa lo necesitaba para integrarlo en un Wordpress con un plugin de reservas para que notificara a los clientes y la verdad es que estamos super satisfechos. Nos permite enviar tanto sms como mensajes de whatsapp de forma automatica cuando nuestros clientes hacen una reserva. Pros Lo que mas me ha gustado es que es muy sencilla de utilizar y que nos permite enviar mensajes sms y de whatsapp a nuestros clientes de forma manual o automatica. Nosotros lo utilizamos a traves de WordPress y funciona de maravilla, ademas una de las cosas que me ha gustado bastante es el sistema de respuesta automatica a mensajes. Cons La integracion puede ser un poco complicada, ademas cuando estas empezando tiene tantas opciones que te puede agobiar un poco.Otra cosa que he notado es que la pagina tarda en cargar un poco mas de lo normal. Review Source BH Brian H. Software Engineer Computer Software Used the software for: 1-2 years ### "Twilio SMS and Studio are fantastic" January 13, 2022 5.0 Pros The API was easy to use, well documented, and accurate (to the documentation provided). I was up and running with a programmatic call to Twilio to send text messages from my application within 15 minutes. Twilio Studio and flows provide a great user experience that puts a lot of power into a non-developers hands for managing communication and escalation. Example flows give you just about everything you would need to get started building your own flow. Cons Certain aspects, like accounts, sub-accounts, and management can only be done using the API. These are minor and usually one and done (so they could be done with tool like Postman or SOAPUI). Alternatives considered [msg91](https://www.capterra.com/p/181053/Walkover-Web-Solutions/) Reason for choosing Twilio Studio and Flows of Twilio, prior experience using Twilio for phone number verification. Review Source 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 NC Nestor C. Gerente Administrativo Information Technology and Services Used the software for: 2+ years ### "La mejor plataforma para envío de SMS" November 7, 2022 5.0 La he usado para el envío de SMS automatizados y para envío de mensajes vía WhatsApp y funciona de maravilla. Eso si para poder usarla bien, fueron necesarias muchas horas de trabajo y contratar una persona especializada en el tema. Pros Twillio es una plataforma muy potente y robusta, en mi concepto la mejor del mercado. Prácticamente a través de esta plataforma se puede hacer cualquier automatización para envío de SMS, mensajes a través de Whatsapp y telefonía. Cons Lo único que le mejoraría a Twillio es el precio. Para una empresa pequeña creería que es casi imposible de implementar por los costos, además, la configuración requiere de una persona con bastantes conocimientos técnicos, la cual puede llegar a cobrar un buen dineral. Reason for choosing Twilio Twillio es una plataforma muy completa y casi que se puede decir que todo lo encuentras aquí para poder automatizar llamadas telefónicas o envío de mensajes. Es muy completa en verdad. 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 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 RH Robert H. CTO Telecommunications Used the software for: 1-2 years ### "Great APIs, terrible customer support and sales" August 21, 2023 4.0 Pros Twilio is generally easy to set up and manage, their APIs are generally well-documented. The developer parts of the company that don't involve human interaction seem to be good. It is the backbone of a lot of our core company infrastructure. Cons The (now terminated) salesperson we originally worked with was very helpful at the beginning and even roped in engineers to have discussions with us. They poorly explained the contract and even made promises that were not true. After we inked a volume deal with them, the support from sales became practically non-existent. The salesperson locked us into a contract.We were able to get a refund and have the contract terminated, although the refund process took months and lots of book and forth. Alternatives considered [Telnyx Suite](https://www.capterra.com/p/173804/Telnyx/) Reason for choosing Twilio They're the market leader and have a developer-focused offering. Review Source Josip L. Athletic coach Sports Used the software for: 1-2 years ### "Start sending SMS programmatically with just a few lines of code" September 1, 2022 5.0 Pros Twilio is superior when it comes to SMS delivery so I will share my experience with that since I use only SMS services but bear in mind that Twilio is much more than just SMS. Twilio delivers messages fast and reliable all around the globe for a very competitive price. It usually takes just a few seconds to deliver the message. With Twilio, you don't even need to buy a phone number since you can send messages from an alphanumeric ID. You just need to make sure that this is legal in your country and take an additional registration step if required by law. Choosing the phone number from which you will send a message is sometimes a better solution since you can then also receive messages and for example, receive messages for unsubscribing the customer from your SMS marketing platform. What I particularly like about Twilio is their offer for Non Profit organizations. They are willing to credit your account with 500$ if you are a registered Non-Profit and that is amazing! I don't know of any other company that gives such big credits for free and that speaks that company is led by managers who certainly have a great vision which is not only to make a profit but help people by providing easy use service. Their API is amazing! Documentation is full of examples and a lot of programming languages are supported out of the box. Their API services are not just developer focussed and overall complete service is so easy to use that I don't know why I haven't been using it much before. Cons Twilio dashboard is not the best experience and I don't like it even though it received a redesign recently. It feels kinda outdated and it isn't optimized for mobile devices what I found kinda alerting for 2022. Although you won't be using it on your mobile phone primarily, it is nice if you could check the error log fast on the go if a lot of them start popping out and alerting you on channels you set. Review Source Sam B. Partner Logistics and Supply Chain Used the software for: 2+ years ### "Twilio is great, but the learning curve is greater" June 7, 2022 5.0 Because I don't make any changes to Twilio on my own, the barrier to entry requires me to rely on third-party developers to fulfill all my requests due to my technological limitations. While this could be considered a good thing, as most business owners should not be screwing around with their phone system, it does mean that I need to be reliant on a third party to help make the Twilio implementation I dream up. When everything is set up correctly, I never have issues with Twilio. That level of reliability means a lot when it comes to a business phone system. Because of this, I wholeheartedly recommend Twilio to any business. Just be prepared to take a deep dive into the learning curve or hire a third party. Pros Twilio has set the bar pretty high with the customizability of telephony. You can do incredible things with Twilio. From a simple phone tree to complex actions that integrate other applications with the likes of Zapier and other no-code services, the sky is the limit for most small business owners to create great solutions. Cons The downside is the learning curve. In comparison, I consider myself tutorial literate when coding and setting systems up. I can't seem the find the ability to build proficiency in Twilio. And while this is my own doing, it is my only con. Twilio is incredible. For whatever reason, I have difficulty handling the tweaking on my own. Review Source VR Verified Reviewer CDO Information Technology and Services Used the software for: 1-2 years ### "Amazing Company Building A Place for businesses of all sizes" April 6, 2024 5.0 The company exceeds expectations and has a lot of products in the ecosystem, that interconnect businesses better with their customers Pros I like the company proposition, how there are tutorials and thorough documentation for everything that you will rarely talk to support about an error for example. Cons They have some limitations when it comes to the WhatsApp API. A lot of bureaucracy and long wait times are not suitable for businesses looking for a solution. Alternatives considered [TENIOS Voice API](https://www.capterra.com/p/187319/TENIOS-Voice-API/)[RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[AT&T Contact Center](https://www.capterra.com/p/245399/ATT-Contact-Center/)[Kixie PowerCall](https://www.capterra.com/p/135636/Kixie-PowerCall/) Review Source Renan S. Web Developer Information Technology and Services Used the software for: 2+ years ### "The "magical" DIY (Do It Yourself) communication system" May 19, 2019 5.0 After 2 years using Twilio services, mainly phone and messages, I can say I am so happy I found this solution to handle my communications. It is so flexible, Although it has been a little bit complicated sometimes to self-learn about online phoning systems it saved me from a lot of hassles I wanted to avoid. The best benefit you get is the ultra efficient support service Pros With Twilio you can start from scratch to build your own online communication system. I didn't know so much about VOIP before and it is true I had to learn a few things. So far I have been able to use my Twilio french mobile number fully online even whenI need to travel abroad - with all mobile services you can expect (voice, SMS, MMS). The pricing is light and the global user interface makes the whole systme pretty easy to manage. I only use a few features from the platform but the possibilities are huge ! And they are always working on new services. And as Twilio is now really recognized as a communication company you can find additional software apps very easily and even documentation, I am thinking of the softphone app I am using on my mobile or desktop for instance. Cons I could customize a personal solution because I had time to test different options and as a developer I could code stuffs if needed. I am not sure everybody can do the same without technical skills. Review Source VR Verified Reviewer Analyst Commercial Real Estate Used the software for: 1-2 years ### "Twilio Highlights " August 28, 2022 3.0 I feel it has scope of improvement. It is easy to you but then it does not easily allow conference calling and messaging while on call. It could also include adding notes. Pros It is easy to install. Convenient to use the software with other tools as well. Placing a call is very easy Cons It's interface. The leaving a voice note feature must include a beep or time set. Conference calling feature is not very convenient Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) Because of the quick and easy installation of this software and using it simultaneously integrate with other software Review Source BA Bernadette A. Support Head Computer Software Used the software for: 6-12 months ### "Amazing app" January 30, 2023 5.0 Twilio has a large customer base and is widely adopted by businesses in a variety of industries, demonstrating its popularity and effectiveness. Pros Twilio has a robust and reliable platform, ensuring high uptime and reliable message delivery. Cons Twilio's services can be more expensive than some of its competitors, making it less accessible for some businesses. Review Source AkG Ajay kumar G. Full Stack Developer Information Technology and Services Used the software for: 2+ years ### "First class SMS API Platform for developers" January 2, 2024 5.0 I have been using Twilio for three years. Actually this is a very suitable Platform for SMS. This is the Platform I recommend to all my clients. Pros I am Ajay Full Stack Developer. Basically I'm using Twilio for SMS. Two things motivate me to use Twilio one is, compare to other SMS Platform it's very easy to get the payed API Key and and minimum of code. Second thing is, They provide very good costumer care support. Cons Features wise no drawbacks in Twilio but compare to other platform littlie bit more cost. Switched from [Firebase](https://www.capterra.com/p/160941/Firebase/) Very hard to integrate with React native mobile apps. Review Source VR Verified Reviewer Data Admin Manager Research Used the software for: 6-12 months ### "Twilio with REDCap integration " May 23, 2022 3.0 Overall, I use Twilio because it is the only messaging system that allows me to integrate into REDCap, but there is definitely room for improvement. Pros I like that I can connect the phone number with REDCap so that I can schedule my survey links to be sent out automatically multiple times a day. Cons I do not like that multiple phone companies are blocking Twilio numbers and it is causing issues with research project compliance. I continue to also get a ton of error messages daily but can't view with number it was being sent to that had the error. I am also not pleased that there isn't an easy 2-way messaging system created. Reason for choosing Twilio I use Twilio because it is the only messaging system that allows me to integrate into REDCap, but there is definitely room for improvement. Review Source LC Leifur C. Software Engineer Computer Software Used the software for: Less than 6 months ### "Could be really great, and it sounds great, but its really not" September 7, 2023 1.0 Twilio is a disaster of a product, and I would never ever use it again, it randomly stopped working and I got a Forbidden error that really had no documentation to explain why it was happening. When I contacted customer support they told me that it was because Twilio no longer offered email verification for free users. Well, they could have at least sent an email out telling everyone that. I would be forced to buy their tiered plan, switch services, or set up my own verification which sucks but at least tell your users that you're making these changes right? Pros It had a high number of emails you could send for free every day Cons They had a sprawling system that required like four api keys just to set up and integration between multiple products with little to no to innacurate documentation. First you have to have a SendGrid account and set up an API Key (first key in .env) , then you have to make an email template which is very hard to do because they have a lot of bugs with that whole system and its rather confusing as well, especially in regards to trying to actually write your own code for how it looks . Then you go to Twilio and get your Auth Token (second .env) and create a Service that has its own token (third .env) , then you integrate that with your sendGrid Template and I forgot where exatly but there some fourth token you need. It's ridiculously complicated and poorly set up, and the documentation doesn't really tell you how to code it, the page that tells you how to send emails has code examples for sending text messages so that's unhelpful. It took me several hours to figure out how it all works and get it set up for automatic emailing. When I switched to Courier it took my literally 15 minutes to do the exact same thing. They had great documentation, a wonderful easy to use website, and just one API key. Don't use Twilio, it's trash, try Courier. Reason for choosing Twilio I know Twilio uses SendGrid for their email automation but I really like their email verification service so I used Twilio rather than straight up SendGrid. SendGrid I have no problem with, they are decent enough Review Source Leena S. Product Lifecycle Management Specialist Financial Services Used the software for: 2+ years ### "Twilio is the frameowork that powers our sms marketing operations." December 4, 2022 4.0 Twilio powers sms marketing campaigns in my company. Twilio's ability to integrate with mainstream social media messengers like Telegram and Facebook messenger, has further strengthened the effectiveness of our sms marketing operations. Pros We are constantly as a company, on the lookout for the best tools in every area of our operations. Twilio's speed of sms delivery is right now unmatched by any other software. It has the best rates , both in terms of the unique phone numbers we use for our sms campaigns and the cost of sms delivery. Cons Twilio still does not do enough in the area of providing analytical information about our sms marketing campaigns. As a user, I want to have more advanced information about how target recipients of our sms messages are relating with our sms , on what integrated platform are our sms content being engaged with the most and so on. Twilio falls short in this aspect right now. Review Source Bill Laurel P. Programmer Computer Software Used the software for: 1-2 years ### "Simple and easy solution" March 15, 2023 4.0 Twilio is a great platform for developers to build and deploy communication features quickly and easily. Pros Twilio is a great platform for developers to build and deploy communication features quickly and easily. Twilio has a wide selection of APIs, SDKs, and libraries that can be used to integrate communication features into applications. It also provides a wide range of communication channels, such as voice, messaging, video, and email, which makes it easy to customize the user experience. Cons Honestly, I haven’t found anything I disliked about Twilio. All of my experiences with Twilio have been outstanding. Alternatives considered [Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/) Review Source Rongen R. Digital Developer E-Learning Used the software for: 1-2 years ### "Twilio SMS feature never fails and never over charges" April 27, 2024 5.0 Great experience with the app from UI/UX perspective and customer support. Pros I like the pay-as-you-go subscription model the most. The API integration is also smooth and easy. The knowledge base has all the steps/guide we need to implement and roll out. Cons Nothing that I can think of or have experienced. Switched from [ClickSend](https://www.capterra.com/p/175783/ClickSend/) We're looking for a better rate, integration and 2-way messaging feature. Review Source BA Brent A. Lead Developer Computer Software Used the software for: 2+ years ### "Terrible A2P Campaign Interface" January 11, 2024 3.0 I work with nearly 100 clients and I help them setup their Twilio accounts (we are a reseller). The process to get a verified campaign, brand, and messaging service is dismal despite even after 8 months of working with their new system. I do not understand how a company as large and as tech focused as twilio does not have better systems. Their asynchronous tasks rarely completely in the browser, the web interfaces glitches and flickers randomly, and the error messages are minimal and require getting in touch with their cookie cutter customer support team (zendesk). They also make you build your own menu, and the menu is always changing for some reason. I am writing this review out of frustration. I hope they get their act together. I am seriously considering taking my business elsewhere. Pros I like that there are so many tools available to developers Cons Their interface, UI, UX, and implementation of the new A2P Campaign Registration Review Source RB Regina B. Configuration Specialist Information Technology and Services Used the software for: 2+ years ### "Powerful Call Management" August 9, 2021 5.0 I have had a great overall experience with Twilio. Call quality is great, the users have the option to switch between bridge dial (using a physical phone linked to Twilio) or voice over IP calling. Implementation is relatively easy and call management is done in the cloud so it can be done from anywhere. Pros We use Twilio in conjunction with Groove (Twilio is Groove's voice provider). It is an awesomely powerful software for call center-like call management. The voice provider lives in the cloud so Twilio is very easy to implement and get up and running very quickly with minimal development. It is pretty intuitive but has a learning curve for less tech-savvy users. The help articles are well-documented. Cons Twilio is very powerful, but could use more features, like the ability to have conference calls and drop off the conference call without transferring the call somewhere else. The ability to call someone, then conference in another line on the current call is not available on the platform which could be a deal-breaker for call center use. Review Source FD Fernando D. CTO and General Manager Computer Software Used the software for: 2+ years ### "Great Service, for experienced users" November 18, 2023 5.0 The experience has been really good over the years, we don’t see ourselves switching to another service anytime soon. Pros It works really well, they are good at making sure users are compliant with relevant regulations. Cons Customer service is slow, their system is not the friendliest. Alternatives considered [Communication API](https://www.capterra.com/p/254200/Communication-API/) Reason for choosing Twilio Cost and ease of deployment at the time were seen as a better value. Review Source Stanley M. System Administrator Information Technology and Services Used the software for: 2+ years ### "Twilio for global SMS Marketing. " November 25, 2022 5.0 Very easy to integrate with different systems and platforms with amazing user interface for SMS management. Pros Support for multiple different countries paired with multi providers makes Twilio usable in most countries globally. Easy API integration is probably one of the best features to date. Cons The charges are very steep as compared to most local SMS providers by almost 10x per sms 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.