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Twilio

Twilio

Overview

What is Twilio?

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

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Recent Reviews

Beware TWILIO!

1 out of 10
October 19, 2023
Incentivized
We have been using Twilio's texting feature for our clients for over 1 year. Due to new regulations, we had to provide additional …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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Programmable Video

$0.0015

Cloud
per min per participant

WhatsApp Business API

$0.0042

Cloud
Per WhatsApp Template message sent

WhatsApp Business API

$0.005

Cloud
Per WhatsApp session message

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.twilio.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Details

What is Twilio?

Twilio is a Customer Engagement Platform that offers a suite of channel APIs, serverless tools, and fully-programmable solutions that can be rapidly deployed.

The vendor states the Twilio Customer Engagement Platform is used by over 10 million developers and 220,000 businesses worldwide to build customer engagement applications that grow engagement with their customers.

Common use cases include text marketing, Interactive Voice Response Systems (IVRs), alerts and notifications, and contact centers.

With Twilio’s Customer Engagement Platform, users can:

  • Power data-driven communications across all digital channels such as messaging, email, voice, video, and WhatsApp.

  • Develop one cohesive experience across all teams so that customers can experience a seamless conversation from the business.

  • Access tools to build, deploy, iterate, and scale customer engagement applications.

  • Build secure, and compliant customer engagement applications for customers in over 180 countries.

Twilio Features

  • Supported: Twilio Flex (Call/Contact Center)
  • Supported: Twilio SendGrid Marketing Campaigns
  • Supported: Twilio SendGrid Email API
  • Supported: Programmable Messaging
  • Supported: Programmable Voice
  • Supported: Programmable Video
  • Supported: WhatsApp Business API
  • Supported: Twilio Conversations
  • Supported: Programmable Wireless (IoT)
  • Supported: Super SIM
  • Supported: Phone Numbers
  • Supported: Short Codes
  • Supported: Twilio Authy
  • Supported: Developer Tools

Twilio Screenshots

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Screenshot of Flex is a programmable Contact Center that puts you in control.

Twilio Videos

What is Twilio?
It’s time to build: Contactless Deliveries
Twilio Flex
Twilio Super SIM

Twilio Integrations

Twilio Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesWe support 180 countries world-wide.
Supported LanguagesEnglish
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Comparisons

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Reviews and Ratings

(210)

Attribute Ratings

Reviews

(1-25 of 68)
Companies can't remove reviews or game the system. Here's why
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Marketing and Promotions
  • Chatbots for Customer Service
  • Transactional Emails
  • Pricing Transparency and Simplicity
  • Documentation and Developer Support:
  • Customer Support for All Tiers
Jacob Buck | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • The API and the web tools make it really easy to get started.
  • Twilio Studio is really intuitive to work with.
  • The Twilio Console has a lot of features useful for our needs.
  • Twilio Studio still lacks transparency between the Flow engine and the underlying TwiML engine in several ways.
  • The documentation about how rate limitations work with SMS is not always clear.
  • The support team often has a hard time understanding our use cases and tends to answer with general guidelines rather than answer my specific questions.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Firstly Twilio has very good technical documentation, everything is clear and undestandable
  • Secondly the web panel is very intuitive
  • APIs and SDKs are also easy to use and integrate
  • There are multiple data centers (US and Ireland) but not all services are available in them. Due to GDPR regulations i would prefer to use services in Ireland but not all of them are available there
October 19, 2023

Beware TWILIO!

Score 1 out of 10
Vetted Review
Verified User
Incentivized
  • Allows to send one way messages
  • Can be attached to third party software
  • In my opinion, online support is extremely subpar for clients.
  • In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
  • In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Integration was very easy as everything was well documented by Twilio.
  • Administration is easy and thought out and even I can do it.
  • The possibilities that Twilio created are very innovative and I’ve liked working with them.
  • I would love to see the possibility to have an all in one option. Now I have to surprise my clients for usage costs at the end.
  • I’m not sure but not everyone has WhatsApp and there are many more chat programs available that could do with integrations.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Customizable, infinitely so
  • Grants program allows nonprofits to try it out
  • Reliable, wherever an sms or mms goes, so does twillio
  • Communication about regulatory changes
  • Customer support, even when it's user error, team is supportive and encouraging
  • complex - user interface is good but you need significant programming logic and testing
  • alerts from errors - while we get alerts, we could use more descriptive/helpful alerts
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Allows you to buy virtual phone numbers.
  • Allows you to set SMS interfaces within your software.
  • Provides an interface that allows you to monitor your virtual line and balance.
  • It would be good to have a user interface for one-time projects.
  • Sometimes is difficult to find documentation.
  • A more userfriendly interface.
Yolanda Quintero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Twilio's API is so easy to program that we can create a complete network of calls routed and connected to each other in the most complex way possible, where all kinds of operations are applied, from screening to call transcription processes.
  • Its communication system takes omnichannel mechanics from other services and optimizes them, making communication very extensible.
  • There are several shortcomings within the Twilio platform, mostly in the area of real-time monitoring management, since Twilio does not have advanced tracking tools to keep smoothly auditing operations that need to be performed.
  • It does not have a programmable alert system, which forces us to depend on another service to manage the alerts in case of relevant calls at a certain time.
November 30, 2021

Communication via API

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • It helps in sending SMS via APIs.
  • Helps developers to programmatically send and receive SMS.
  • Twilio use intelligent feature to send Emails.
  • Well, everything is good still we can improve the layout of the app so every user can easily use it.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Works great and helps businesses communicate effectively and programmatically
  • Light weight interface
  • Well documented
  • Magic SMS login
  • A cloud service provider should always have ways of improving pricing given this competitive industry
  • Consistency across the sales team
  • Customer service with instant messaging to suite customers from different time zones
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Plenty of options of channels to offer as part of the tool
  • Integrations
  • Automating actions, such as emails and SMS confirmations of orders or support tickets
  • Experienced some technical issues in the past
  • Not the easiest to set up (initially) - this was the first time I used the tool
  • IT executives would find it easier to set up rather than marketers - it would be good if the tool was aimed more at marketing. This said product support is good
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