# Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Twilio the right Cloud Communication Platform solution for you? Explore 503 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 (503) 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 # Reviews of Twilio Ease of use 4.1 Customer Service 4.0 ## Pros and Cons in Reviews Unified multi-channel communication system 89% positive reviews out of 63 Most reviewers describe the communication platform as flexible, scalable, and effective for managing global interactions. Complicated and frustrating account processes 54% negative reviews out of 41 Some users say account management involves confusing verification, unexpected suspensions, and slow or unhelpful customer support. Dave V CEO, 2 - 10 employees. "Twilio suspended my account for weeks on an error through their system and through numerous emails, they took their time to unsuspend it while my business was being damaged every day by it." Comprehensive programmable communication tools 91% positive reviews out of 47 Most reviewers indicate voice and messaging offer versatile APIs, easy integration, and robust multi-channel features. Slow performance and delays 66% negative reviews out of 32 Some reviewers report slow website loading, delayed support responses, and occasional service interruptions affecting productivity. Edwin V CDO, 11 - 50 employees. "A lot of bureaucracy and long wait times are not suitable for businesses looking for a solution." Consistent and dependable service 89% positive reviews out of 35 Most reviewers find reliability ensures stable uptime, dependable message delivery, and consistent performance for business needs. ## Showing most helpful reviews Showing 1-25 of 503 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 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 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 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 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 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 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 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 Arjan S. CEO Retail Used the software for: 2+ years ### "Makes SMS and email automation easy and affordable!" November 25, 2024 5.0 Overall, my experience with Twilio has been fantastic. The platform exceeded my expectations by making SMS and email automation in India simple and cost-effective. I highly recommend it to anyone looking for reliable communication solutions. Pros What I liked most about Twilio was how effortlessly it integrated with our systems. The setup was straightforward, and the documentation made it even easier. The value for money is excellent, especially with the robust features for automating SMS and emails in India. It truly streamlined our communication processes. Cons While Twilio is generally user-friendly, I found that some advanced features have a bit of a learning curve. It took some time to fully grasp all the functionalities. Additionally, I noticed that customer support could be quicker in responding to inquiries. Review Source VR Verified Reviewer Lead Egineer Information Technology and Services Used the software for: Less than 6 months ### "Good Experience" February 10, 2025 4.0 Pros SMS sending is easy with multiple numbers with multiple countries Cons Little UI design is difficult to understand. Switched from [Amazon SES](https://www.capterra.com/p/179662/Amazon-SES/) As amazon is so much costly for SMS sending. Review Source MG Matyas G. Head of digital Leisure, Travel & Tourism Used the software for: Less than 6 months ### "Can be confusing. " November 4, 2024 4.0 Support is very clunky, product migration is incomplete to Kore. Pros It was one of few options available for the purpose in Hungary. Cons We received some programmable wireless SIMs and Super SIMs for IoT devices from our IoT partner that were already set up in Twilio. When we received these saying they were Twilio products, these products have been migrated to Kore (a different company who acquired Twilio's IoT products) but most of the functions can still be handled through Twilio. Not all of them, and this isn't clear until you run into an issue you can't solve and try to contact support - that is when we were redirected to Kore. However, not all of the products are fully migrated, eg. the programmable wireless products are still only available in Twilio. So the user is stuck using at least 6-8 different sites just two handle these two products. Not well designed from a user perspective, not easy to use at all. It can get super technical very quickly. AI support can be tricky to get through if you're trying to create a ticket and get human attention. 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 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 JP Jonathan P. CEO Education Management Used the software for: 6-12 months ### "Critical tool for marketing ops, but not easy to set up" August 31, 2024 4.0 Pros It's a solution to purchase and use numbers, and it's critical for our marketing ops Cons Not super easy or intuitive to set up the first time Review Source AD Alen D. BDM Apparel & Fashion Used the software for: 2+ years ### "Amazing product" July 19, 2024 5.0 Pros Everything, but especially support and connectivity options. Cons There is nothing that I didn't like, product is close to perfect! Review Source CM Clancy M. CEO Computer Software Used the software for: Less than 6 months ### "Do not use this company" July 8, 2024 1.0 Pros Their service does work and its fast and comprehensive Cons Twilio abruptly turned off the service without any warning leaving people unable to sign up to the app. The timing was terrible as a number of affiliates had started promoting. Whats even more insulting is that our pleas for support just went ignored and 4 days later we havent had a response. This company does not deserve your business. They allowed our start up to get scammed via toll fraud then when we disputed the payment they abruptly paused our account a month later without warning purly as an act of revenge. Absolutely unconscionable unethical unprofessional conduct. 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 ## 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.