# Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Twilio the right VoIP solution for you? Explore 501 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 (501) [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 March 19th, 2026 # Reviews of Twilio Ease of use 4.1 Customer Service 4.0 ## Pros and Cons in Reviews 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 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 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 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 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 EP Emanuele P Software EngineerComputer Software, Self-employedUsed the software for: 6-12 months. “It's really expensive for basic services, but unfortunately it's the only way to have everything integrated in one place“ November 26, 2025 WS William S DirectorMarketing and Advertising, 2 - 10 employeesUsed the software for: More than 2 years. “Twilio provides API access so you have full control over all your call data“ July 7, 2025 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 501 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 MessageMedia](https://www.capterra.com/p/150203/MessageMedia/) Twilio has a stronger API and better custom options for building more sophisticated omnichannel campaigns. 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 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 VL Vinicius L. Software Engineer Computer Software Used the software for: 2+ years ### "Great for SMS Services" February 20, 2025 5.0 I used Twillio a third-party API to send SMS. Pros Twillio SMS sending stands out for it's efficiency. Cons The costs are not so affordable. It should offer some cheaper options for SMS. Switched from [SMSGlobal](https://www.capterra.com/p/2510/SMSGlobal/) Twillio is a more robust solution vis-à-vis the concurrent. Review Source GS Gaurav S. Director Education Management Used the software for: 1-2 years ### "Twilio is not meant for Canada" July 23, 2024 2.0 We lost a lot of business due to Twilio and would not recommend it for Canadian businesses. Pros Cheaper but you will loose many leads due to spam rejection so its not suitable for lead calling. Cons Not meant for Canada as 70% of outbound calls show as Spam to the receiver and causes loss of leads. Switched from [RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/) We thought the integration with our CRM was better but we didn't know it was a bad decision to move to Twilio because of the Spam rejection of 70%+ of our calls. This is ridiculously high for any Canadian business to continue. We are switching back to Ring Central now. 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 DJ Derek J. Owner Recreational Facilities and Services Used the software for: 1-2 years ### "Set It and Forget It" November 21, 2024 5.0 We use Twilio to send automated texts for bookings through an API. Twilio makes sending these texts super simple. I don't have to really worry about anything with it. Pros Once set up, it's very easy to use the tool to send texts. It ends up being a set it and forget it tool for us and just handles the texts for us through the API. Cons Setup is super complicated with seemingly multiple areas to setup the same things, but they're different features. It took us weeks to actually setup properly to start sending texts out. 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 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 CP Charlie P. Director Financial Services Used the software for: 1-2 years ### "Really great SMS service" November 5, 2024 5.0 Pros Great value for money and able to reach users all over the world with OTP messages. Easy to customise the message content and deploy instantly. Cons Was a little confusing on how to add multiple numbers for different territories. Review Source ZS Zoltan S. Developer Marketing and Advertising Used the software for: 6-12 months ### "Great option for sending out SMS" December 16, 2024 5.0 Pros The cost was very low compared to other options I saw and handled bulk API requests very well Cons Our account kept getting disabled due to suspicious logins which was just me under a VPN and had quite a few days of downtime because support wouldn't believe it was me. Review Source Nikita V. Marketing Manager CRM Machinery Used the software for: 1-2 years ### "Great and Reliable Call Center Tool" June 24, 2024 4.0 Pros We used Twillio as our primary phone tool to manage and distribute contacts between a large group of sales managers. Each sales managers operates in their own market and language, due to this setup many other tools were skipped and Twilio actually solved this issue for us. Cons It is really techy and not everyone from every team can be involved in setting it up. Sometimes reliability issues arise, the pricing felt jumpy too. 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 ZH Zachary H. Operations Support Retail Used the software for: 1-2 years ### "A Consistent Partner" May 30, 2024 4.0 Pros Easy to use and integrate into our system and have not had many issues. Cons Somewhat costly for higher usage customers. Review Source VR Verified Reviewer Marketing Director Information Technology and Services Used the software for: 2+ years ### "Worth Purchasing" April 15, 2024 5.0 Pros Twilio is fantastic for SMS (and calls, but our primary purpose for Twilio was SMS). You are able to mass text, schedule, and use personalization options, including dynamic variables. It's very convenient and probably the best SMS integration option available. We use it with our current marketing software system. It's incredibly easy to set up, get started, and maintain. Cons It is a little on the pricey side but very comparable to most SMS/VOIP systems available. You do have to pay per SMS and there are character limits so if you're sending one long message - you're paying for 4. But ultimately it is worth it. Review Source VR Verified Reviewer IT Manager Retail Used the software for: 1-2 years ### "Twilio's services and tools are reliable, easy to configure, easy to manage, and inexpensive" July 12, 2022 5.0 We use Twilio trunking for our multi-location PBX, and SMS messaging for customer communication. Twilio has worked out very well for us and I would strongly recommend them to other businesses. It's easy to set up, inexpensive and reliable. Pros So far, we use Twilio SMS messaging and SIP trunking. Our experience with was excellent. Everything from creating an account, setting up services, integrating with other systems (PBX and CRM), funding and managing services has been nearly perfect. We did not have a lot of experience with any of these technologies, and we had very little trouble getting it to work the way we want. They have done an outstanding job of designing the services and interfaces so you can put together systems exactly the way you want, without a lot of trouble for spending a lot of money. Cons The one negative that we have encountered so far is that Twilio's SIP trunking does not support T.38 faxing. We do have a couple legacy fax machines set up with ATA's, but they are unreliable both sending and receiving, so we had to supplement this with efax service from another vendor. This setup works, but it would've been nice to have everything together from one vendor. I understand that fax is outdated, but it's still the standard in the medical industry. Reason for choosing Twilio All the other companies were either much more expensive, much more limited in features, or harder to understand and set up. From what I looked at, nothing was even close to Twilio in terms of convenience, features and price. Review Source EL Esther L. Software Implementation Non-Profit Organization Management Used the software for: 2+ years ### "Purchased out of necessity, expanded due to functionality" January 23, 2023 5.0 I like software that does what it’s supposed to do in the background without requiring regular babysitting. Twilio is exceptionally good at this. As long as our autopay works, the service remains consistently available and functions as expected. Pros For us, the integration is key. We have quite a few non-tech savvy people so operating the backend of Twilio could be intimidating for most of our staff. However, we need a product with extensive features and customization options. Twilio gives us the best of both worlds by integrating our user friendly database with the robust Twilio features. Cons There are always trade offs between available features and ease of use. Sometimes it’s hard to locate a particular setting. However, online documentation has helped me out so far and I have not needed tech support. Reason for choosing Twilio We originally chose Twilio because it already had an API option with our database software. Since that time, other companies have offered us deals but we don’t fix what isn’t broken. The pricing and reliable service keep us a loyal customer. Review Source Aman K. Researcher Chemicals Used the software for: 1-2 years ### "Twilio is a cloud-based communication platform that offers APIs, developer tools, and SDKs." February 24, 2023 4.0 Pros Twilio software, including its user-friendly interface, thorough documentation, and adaptable communication features. Twilio's API-centric approach and tools catered to developers are also praised for enabling businesses to personalize and expand their communication channels seamlessly. Moreover, Twilio's dependable service and outstanding customer support are commended by users. Cons Twilio software could be enhanced, such as its pricing model, limited analytics functionalities, and complex configuration process for certain features. Some users have also reported encountering occasional technical problems and errors while using the software. Furthermore, some users have found the learning curve for utilizing the more advanced features of the software to be challenging. Reason for choosing Twilio Twilio is a well-respected communication platform that offers various features and tools to help businesses enhance their customer engagement and communication capabilities. Its API-driven approach and tools for developers make it an appealing option for businesses that want to customize and expand their communication channels effectively. While there are areas where Twilio could improve, such as pricing and analytics capabilities, users generally commend the software's reliable service and outstanding customer support. In summary, Twilio appears to be a valuable asset for businesses aiming to enhance their communication strategies. Review Source Efezino U. Managing Director & Software Developer Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Dependable" December 9, 2022 5.0 Overall, however, Twilio is a solid choice for businesses and organizations looking for a comprehensive communications platform. From a developer's perspective, it is one of the simplest solutions to integrate with. Pros Twilio is a powerful and effective communications platform that allows businesses and organizations to easily integrate voice, video, messaging, and other forms of communication into their systems and applications. Some of the key benefits of using Twilio include:Flexibility: Twilio provides a range of different APIs and tools that can be easily integrated into a variety of different platforms and applications. This allows organizations to use Twilio in a way that best fits their needs and requirements.Scalability: Twilio is designed to handle high volumes of traffic, making it a good choice for organizations that need to send or receive large numbers of communications on a regular basis. The service can easily be scaled up or down to meet changing needs.Features: Twilio offers a range of advanced features, including tracking and analytics, voice recognition, and integration with other tools and services. These features can help organizations optimize their communications and improve their overall effectiveness. Cons Despite its many benefits, there are some potential drawbacks to consider when using Twilio. For example, the cost of the service can be a barrier for some organizations, and the advanced features may not be necessary for all users. Additionally, the service may require some technical expertise to set up and use effectively. Review Source Similar Products Featured ## Related categories [Telephony](https://www.capterra.com/telephony-software/)[IVR](https://www.capterra.com/ivr-software/)[VoIP](https://www.capterra.com/voip-software/)