# Page 9 | Twilio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Twilio ## Showing most helpful reviews Showing 201-225 of 502 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Rodrigo Alejandro A. Deal Closer Hospitality Used the software for: 6-12 months ### "SMS feature for your CRM in your company! " May 26, 2022 4.0 Overall is awesome product, it does what it done for, no big complaints about the tool, totally recommended Pros Easy integration and management of the tool in your CRM Cons Notification inside Zendesk were a little bit tricky to set up Review Source Richard (Rex) B. Owner Used the software for: 2+ years ### "Easy integration to send text messages out to clients from my software" July 24, 2018 4.0 Pros Web based API - nothing complicated here - it was straight forward and easy to use. I could start with basic features and add more later on. Cons Nothing negative comes to mind. Some of my customers (healthcare industry) were adverse to using twillio and I think they tried to get a BAA in place and were not able to. Review Source Bhabishya B. Sales Manager Entertainment Used the software for: 6-12 months ### "One of the best software for SMS marketing but high pricing" May 26, 2022 4.0 Pros I like everything about Twilio. It's very to get started with and easy to use. They have well documentations and can be integrated with multiple software which I love. And the thing I like the most is that they give free trial. And it's very easy to create new account within Twilio. Cons What I like the least about this software is that there aren't much features compared to few other similar software I have used. And also the pricing per SMS is high compared to few other websites I haves used in the past. Review Source VR Verified Reviewer Web Developer Computer Software Used the software for: 1-2 years ### "Use Fatures of phone in your Program" June 12, 2020 4.0 Mostly we use this tool for WhatsApp API and its bulk messaging tool for digital marketing and SEO related business. Once integrated it does not require much attention and runs very smoothly. Servers and customer support are very great and available most of the time. Pros Main Features of Twilio is based on features of a phone and make it compatible to run on a computer program. There are many features available like convert text-to-speech and vice versa, call recorder, give virtual phone numbers that you can use in your program. But the main feature which we use in our organization is the beta version of its WhatApp API to connect with clients over WhatApp directly via the programs. It also provides good features for SEO like bulk messaging and any other APIs that could be very much helpful especially at cheaper rate. Cons It requires some technical knowledge. This is a tricky thing as a developer one should be able to make their customers understand what is going on to gain their trust but making them grasp the working of this thing can take a while. Also, most of the APIs provided are third party and we do not know if they are that much trustable as Twilio itself. For a small business, it can be expensive. Review Source VR Verified Reviewer Application Security Analyst Used the software for: 2+ years ### "powerfull sms broadcasting " March 7, 2018 5.0 Pros twilio is leading in sms, voice calls, and many more services, for example i really like sms broadcasting feature and the support docs are super clear and price is resoneble Cons I've been using Twilio for years and have yet to have an issue, just one that about masking SMS can not implement in INDONESIA, Review Source Michael K. Founder and CEO Retail Used the software for: 2+ years ### "Great tool for marketing" April 4, 2019 5.0 Pros I like how customizable the messages are and how it is very easy to set up for any business of any size. It seems like there's a reasonable and affordable option for any type of user. Cons I'm not a huge fan of their pay structure, I wish I could just get invoiced monthly or biweekly for the messages sent. Review Source VR Verified Reviewer Designer Cosmetics Used the software for: 2+ years ### "Perfect for sending out customer reminders" April 13, 2019 4.0 Pros We used Twilio to send out reminders for customers appointments in a men’s beauty clinic. It integrates well with WordPress and WooCommerce. Cons Not many points to critique, works relatively smoothly and with no problems once setup. Sending test SMS to multiple phone numbers should be possible for free. Review Source Greg D. Owner Used the software for: 6-12 months ### "Twilio Took My Chat Bots to a Whole New Level." February 8, 2018 5.0 Twilio allows me to initiate chat bots from SMS messages. Pros What I like most about Twilio is that it allows me to initiate a chat bot from an SMS message. This is particularly handy in recruiting applications where I want people to be able to text "jobs" to a certain number and immediately engage with a chat bot to gather information. I can have the bot collect contact information and then redirect the applicant to a webpage where he or she can complete an application. I call also collect the contact information and then notify someone in HR to call the applicant right away. This kind of fast response dramatically increases my clients' hire rates. Cons What I like least about this feature is that its a little awkward to use. If you don't have knowledge about Authorization Tokens and back-end website stuff, this may take a little learning. Also, I appreciate their dedication to security, but forcing me to use a 14-character password is a hassle. Review Source SG Steven G. Systems Integrator Computer Networking Used the software for: 2+ years ### "Powerful yet complex" November 16, 2018 5.0 I was able to create a call center script using this service and it worked great. Customer support sucks. If I were to rate Customer Support: 2 stars. Documentation: 5 Pros You can create almost anything with their voice prompts. Both inbound and outbound calls. From IVR to automated calls. You can host your scripts on their platform or your own server using the REST API. Cons Documentation is all over the place. There are two main ways to send commands. Twiml or API (your language like PHP or C#) but the documentation jumps back and forth. One step of a tutorial is in Twiml. Then the next thing you want to do is not. It uses the API. And trying to find the same documentation in the other language is hit or miss. Review Source VR Verified Reviewer Team Lead Computer Software Used the software for: 1-2 years ### "Excellent Tool for Voice & SMS Communication" October 19, 2019 5.0 Twilio offers a very complete feature set to streamline your SMS and phone communication. Pros Their platform is beneficial since it equips you to easily handle all inbound & outbound communication from a unified system. They also offer a rather robust & customizable API. Cons The Tech Support Team is pretty poor overall mainly because they are slow at responding. I've had a handful of support issues logged that took several weeks to receive a response and resolution. Review Source Victoria W. Data & Finance Mgr Religious Institutions Used the software for: 2+ years ### "Not easy for the non-tech" August 1, 2022 5.0 Twilio is the back-end texting tool that is integrated into our management system software. I use Twilio to assign phone numbers to staff and to monitor errors. I find it hard to use, although I understand it isn't designed for my level of use. I hope that they will one day provide a more user-friendly interactions and interface a for more basic users. Pros Twilio is very effective at getting our texts out promptly. Cons I am not tech-savvy about the backend of texting. Twilio necessarily has robust texting features, I find it hard to navigate for my purposes. Review Source VR Verified Reviewer Parts General Manager Computer Software Used the software for: 6-12 months ### "Twilio is extremely helpful" May 9, 2022 5.0 Pros We use Twilio exclusively for sending out texts to customers and potential clients. Cons Difficult to set up, but worth it in the end. Review Source VR Verified Reviewer Project Coordinator Insurance Used the software for: 1-2 years ### "Amazing Telephony Service" September 27, 2018 5.0 Twilio has been able to solve our customer's telephony needs and has provided extremely helpful recommendations along the way. They are definitely on top of their game and a clear leader in their industry. Pros Twilio has top-notch documentation around all of their products. Their customer service is amazing and they are one of the leaders in the industry. They also hold a bunch of useful features for their customers to utilize. Cons They are one of the most expensive telephony solutions. Review Source Joshua D. Web Designer Marketing and Advertising Used the software for: 1-2 years ### "The most effective way to set up transactional SMS" May 21, 2022 5.0 My experience with Twilio has been very positive. With twilio I was able to very quickly configure the SMS notification system of the LMS platform I was working on. From that moment on, the system continued to work without unexpected events. Recommended. Pros I really appreciated the simplicity of configuration and the reliability of the service. Once activated and configured, Twilio always worked as expected and never failed to send SMS. Cons To use Twilio you need to implement it within your own app or use a third-party automation system such as Zapier or Integromat. Review Source PC Peter C. Dir. User Experience Health, Wellness and Fitness Used the software for: 1-2 years ### "Full featured easy to use" December 17, 2019 4.0 We've grown over time with Twilio to take advantage of more and more of their services. As we've done so they almost always have a solution for what we want to do. Additionally I do want to give their support two thumbs up - they've always been fantastic. Pros Twilio has made it extremely easy to use even without an extensive technical knowledge. Their documentation is outstanding and they've build a lot of UI based tools on their website to setup fairly complex workflows without having to code. Of course our engineers are able to use their APIs to take advantage of a huge amount of functionality as well. Cons There are some quirks to some of the areas of their products (sorting/searching doesn't work in some places, no ability to mass-refile errored messages, etc). These can generally be worked around but would make the overall experience better and more efficient. Review Source PD Philipp D. Director Logistics and Supply Chain Used the software for: 2+ years ### "Full-fledge communication platform for any complexity of business" May 26, 2022 5.0 Pros We use Twilio as a cloud communication platform and we found here all the options required for our business. API Integration with other software is well done also. Cons Pricing for phone numbers is some regions are high. Interface is not intuitive in the beginning. Alternatives considered [ClickSend](https://www.capterra.com/p/175783/ClickSend/) Reason for choosing Twilio Features and possibilities for integraion. Review Source Troy H. Founder at SoTellUs Used the software for: 2+ years ### "We absolutely love this platform!" June 16, 2018 5.0 Pros We use this platform on a daily basis with our customers and it is an essential part of our business. It works seamlessly and without any issues. Cons I really do not have any complaints about this system other than I wish they had numbers available in every country. Review Source RV Richard V. Oversight manager Hospitality Used the software for: 6-12 months ### "Utilisation of Live Agent" March 8, 2023 5.0 I think the process is good. I do feel that emergency situations could be better managed on occasions Pros I think the smooth integration with our Live Agent process was great ... easy and quick Cons Some initial issues with number spamming . Reason for choosing Twilio Live Agent recommendation Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were having huge issues with call quality Review Source OM Or M. Director of R&D Health, Wellness and Fitness Used the software for: 2+ years ### "Great API. Terrible Support" December 4, 2019 2.0 Overall I'm happy with the product but when something goes wrong you're all alone. Pros Twilio's API for SMS / Voice is by far the easiest we've used in our company. Their documentation is great and complete. Cons Twilio dashboard is good but not perfect. You can't load logs for long periods (like 2+ months) and when you try you get an exception. When I brought it up with their support they completely ignored my comment. Some of the support team at Twilio is okay. Some of them are the worst: Rude, unhelpful and stubborn and zero knowledge about their product and the industry they are part of. Reason for choosing Twilio Modern API, Many features. Review Source Kim L. Franchise Owner Recreational Facilities and Services Used the software for: 6-12 months ### "Good add-on in JackRabbit to be able to text customers" August 15, 2023 4.0 My customers really appreciate timely text reminders rather than just emails. That is the functionality that I'm using Twilio to provide. Pros I use Twilio as part of my customer relationship management in JackRabbit. I like that I am able to quickly text individuals or groups of users when last-minute issues arise that I need to inform them of or reminders about our services that I need to send. Cons The initial setup of a phone number for use with Twilio was a little confusing as it wasn't clear that I could only select the phone number through Twilio. I also am annoyed by how many messages sometimes get rejected but I'm not sure that's really Twilio's fault. Review Source JS James S. Senior IT Technician Furniture Used the software for: 1-2 years ### "Why use Twilio?" October 27, 2023 5.0 Twilio has been great when sending message to our customers. Pros We use Twilio for sending a message to our customers that their order are ready so they would know its time to pay. Cons none so far and hopefully not in the future Review Source Tim B. Owner Marketing and Advertising Used the software for: 1-2 years ### "A solid SMS platform with some bells & whistles" February 10, 2023 5.0 It's a solid SMS platform - and there are plenty of them to choose from on the market right now. It's a decent price for a good product. Pros There are plenty of SMS providers out there, but the best feature I've found is being able to manage multiple phone #'s from the same account. Very helpful if you have different businesses or client streams. Cons The initial set up can be a bit confusing, but once you understand the Twilio layout, it's not too bad. Certainly not the worst I've ever used, though. Reason for choosing Twilio I had heard people talk about other text platforms (which I cannot recall their names), but a food friend suggested Twilio. Review Source LC Lucía C. RRHH Human Resources Used the software for: Less than 6 months ### "La mejor comunicación" May 1, 2023 4.0 Mi experiencia es breve ya que he comenzado a usarlo este año, pero de momento estoy muy satisfecha, ha cumplido mis expectativas al 100%, espero seguir usándolo mucho más. Pros Su relación calidad-precio es excepcional, además el software se integra en las otras apps muy fácil. Cons Lo que menos me gusta es que si no se poseen conocimientos previos sobre este tipo de softwares puede ser complicado su uso. Review Source VR Verified Reviewer Lead Developer Telecommunications Used the software for: 2+ years ### "Nice Product" November 15, 2018 5.0 Pros We use Twilio to send phone authentication code by SMS or phone calls. It's very easy to use while being powerful. TwiML can automate phone calls in an interactive way. Cons The pricing is not low enough regarding the simple SMS sending service. Review Source VR Verified Reviewer Software Sales and Solution Manager Computer Software Used the software for: 2+ years ### "Twilio" February 14, 2019 5.0 Pros We were able to assign virtualized numbers to new accounts. This allowed new ways for our clients to communicate with their customers. Decent support though out Cons I found some of the set up difficult. I'm happy they have a decent support desk 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/) ## 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.