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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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Verified User
Contributor in Information Technology
Health, Wellness and Fitness Company, 11-50 employees
Verified User
Engineer in Engineering
Computer Software Company, 1001-5000 employees
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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 Competitors

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

Twilio Downloadables

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Comparisons

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Reviews and Ratings

(206)

Attribute Ratings

Reviews

(1-25 of 70)
Companies can't remove reviews or game the system. Here's why
April 03, 2024

Twilio is reliable for whatsapp business integration

Verified User
Contributor in Information Technology
Health, Wellness and Fitness Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Twilio has everything we need for messaging, and for the most part, it's easy to use. There is no question left unanwsered by the docs, and takes minutes to implement and integrate using the right tools for any tech stack. It is very appropriate to communicate with customers and send them documents quickly by whatsapp.
March 29, 2024

In my opinion, Unreliable

Verified User
Engineer in Engineering
Computer Software Company, 1001-5000 employees
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Twilio's console is frustrating to use due to all the bugs and inconsistencies in the UI. For example, in the alerts configuration menu, I wanted to configure an alert to notify me if carrier spam filtering went over a certain percent, but was having trouble getting it working. After contacting the support team, I was told that it wasn't implemented, despite the fact a customer can configure it in the UI. Very frustrating! In my opinion, they clearly lack attention to detail across the platform.

In my experience, Twilio is also regularly having reliability issues, which are reported very vaguely on their website. The one time I was successful in getting an RCA on an outage, it amounted to "this thing broke, automatically recovered eventually, we don't know why".
February 26, 2024

When do you need to use Twilio?

Verified User
Engineer in Information Technology
Education Management Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Twilio is more suited if you have a running business making serious money.

If you are a startup, then it might not be needed. It might be considered too expensive of an option.

If you want to keep the pulse with your customers and stay top of mind with an easy place for SMS and transactional emails, Twilio is a good recommendation.
February 16, 2024

Scaling with Twilio Studio.

Jacob Buck | TrustRadius Reviewer
Jacob Buck
CTO
AutoRemind Inc (Computer Software, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When having to send a lot of text messages to customers, it is really convenient that we can purchase phone numbers for each customer and provide two-way communication between our customers and their customers. Adding outbound voice as an alternative is still in the early stages for us (slowly transitioning from a proprietary solution), so we are still getting experience with that.
January 07, 2024

Twilio was the right choice

Verified User
Engineer in Engineering
Sports Company, 1-10 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Twilio excels in customer service applications, enabling automated SMS updates or voice calls for order confirmations and support. It's ideal for implementing two-factor authentication, enhancing security for online services. However, it's less suitable for businesses needing in-depth, custom telephony infrastructure, as it primarily offers standard, API-driven solutions, or for regions with limited internet connectivity, where cloud-based services may be unreliable.
October 19, 2023

Beware TWILIO!

Verified User
C-Level Executive in Corporate
Information Technology & Services Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are a software development firm, do not use this service unless you plan to purchase their $1,500 / month support contract. I feel it's not worth the investment in time and money to deal with this organization.
October 10, 2023

A Game-Changer for Communication Solutions

Oskar Dunklee | TrustRadius Reviewer
Oskar Dunklee
Senior CS & OB Team Lead
Enso Connect Inc. (Hospitality, 1-10 employees)
Score 10 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
Twilio has revolutionized the way businesses and developers approach communication solutions. As a leading cloud communications platform, Twilio offers a wide range of services and tools that empower companies to build, scale, and customize communication applications tailored to their unique needs. Having explored Twilio extensively, I can confidently say that it lives up to its reputation as a game-changer in the industry.
October 10, 2023

Great Twilio products, easy to adopt, revolutionary solutions.

Verified User
C-Level Executive in Engineering
Telecommunications Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Since sale of IoT division to KORE, my organisation was need to divide Twilio integrations in our applications because lack of support, help and assistance from part of KORE. We continue using SMS and calling API but we decide to explore other options for sustitute IoT division.
October 07, 2023

A road to better customer penetration

Verified User
Manager in Engineering
Computer Software Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have seen that Twilio has a very high tolerant and throughput system. This provides a lot of reliability to our customers who have migrated from other telecommunication companies.

Twilio should also actively build widgets where non programmers can plug and play it in their system and they should have more out of the box solutions for WhatsApp.
October 02, 2023

Satisfied with Programmatic Messaging

Verified User
Engineer in Research & Development
Airlines/Aviation Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have used Twilio successfully for sending individualized SMS messages and mass notification messages to a large list of phone numbers. We do not make any use of the additional marketing-type capability that I have noticed exists on Twilio's services, so I am unable to comment on how successful they are, but there appears to be a large variety of available features.
September 30, 2023

Delivers as promised to both my clients and my businesses

Verified User
Director in Corporate
Computer Software Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The functionalities that Twilio provides are well documented and easy to implement. It’s fairly new and can take a few days to get everything in working order. I had to go through a vetting process in Meta before my templates were accepted. But I believe this has changed. Don’t think you can get this done in one night, however 3 to 5 days is easy and straightforward. Things like the automatic text to voice made it incredibly easy to add eight languages. I hope it can become an all in one pricing model here in Europe!
August 03, 2023

Twilio has real bad customer service!!!

DV
Dave Vo
CEO (Chief Executive Officer)
Xpede (Package/Freight Delivery, 1-10 employees)
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
In my experience, Twilio has very bad customer service. If your app, website or product depends on its service like API or SMS, I would look somewhere else like Plivo or other service providers. 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. I would never recommended Twilio to any businesses or consumers.
July 31, 2023

Affordable entry point for small nonprofits

Verified User
Professional in Sales
Non-profit Organization Management Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I recommend Twilio to many small non-profits, especially those with unmanned outposts in the world. While it takes some effort to get started, it nearly runs itself from there and is by far the most affordable option I have seen to-date. Like if you want to try text solutions, might as well start with the pay-per-message options rather than the multi-thousand dollar solutions, see how your audience responds.
July 21, 2023

Simplify your comunications channels with Twilio.

Verified User
Engineer in Engineering
Non-profit Organization Management Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Twilio is very simple to use but you will need someone with development skills to set it up since it needs to get programmed into your software code. You will need to find other services in case you have a one-time project.
July 18, 2023

Keep your customers informed via text using Twilio

CS
Chirag Shukla
CITO (Chief Information Technology Officer)
Risk Administration Services, Inc. (Insurance, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Twilio's SMS is very well suited to interact with customers via text messaging. While we have seen younger generation being happier with texting, we are also seeing texting picking up across all demographics. Twilio will generate/increase trust in situations when customers require rapid response or want to be informed of their account/status changes. Twilio's SMS is not the best for sending links to files, getting electronic signatures via links or sending large images etc. Expect IT to be involved and ensure that IT is given adequate information about your current AND future plans to gain the most out of Twilio SMS.
May 03, 2022

Two Factor Authentication makes easy with Twilio Authy

MK
Mahesh Kumar
Software Engineer
Scripbox Advisor Pvt. Ltd. (Investment Management, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In our organisation we have to connect the diffrent server like production and staging so for access those we need to connect VPN and authy is helping us by providing 2FA and preventing unwanted logins. It is free to use so that we can use this easily and its setup is also kind of very easy. As this Authy App is available for many platform so we can use in multiple devices like android, iOS and computers.
January 10, 2022

Twilio is one of the most interesting call routing services

Yolanda Quintero | TrustRadius Reviewer
Yolanda Quintero
Strategic Marketing Manager
BASF (Chemicals, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We recommend working with Twilio to keep statistical control of everything that keeps happening within our web marketing processes. Twilio is very useful in the application of attribute-based routing thanks to its high level of data filtering and artificial intelligence tools, which can also be customized.
December 09, 2021

Massive and Reliable!

Diego Ampuero | TrustRadius Reviewer
Diego Ampuero
Senior Support Specialist
ClickDimensions (Information Technology & Services, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think it is well suited for massive bulks sends. I honestly cannot think of a better option, even for individual sends. The features it brings are simple and easy to use. I have nothing to complain about Twilio other than perhaps their portal and language can be a bit confusing
December 01, 2021

Twilio is a messengers dream come true!

Mary Tihoni | TrustRadius Reviewer
Mary Tihoni
Social Media Manager
Moana Creative Marketing (Marketing & Advertising, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
November 30, 2021

Communication via API

Verified User
Team Lead in Information Technology
Information Technology & Services Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
There are so many times when you just want to share the information with other clients securely and do not want to share the secure data, here Twilio works best as it connects with APIs to complete your communication, in a very secure manner. This is the best software to establish a secure connection.
November 28, 2021

Tool to give you those quick wins!

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Since the product was well documented it was very easy for us to integrate with the module we chose to use. Twilio SMS is well suited for organizations who believe in SMS marketing as setting up SMS marketing for e-commerce brands can be made incredibly easy with Twilio, templated message-flows, and more. Or some organizations may simply want a reliable SMS broker. How cool is it to send receipts via SMS for customers who cannot be bothered with apps/emails - simple yet effective.
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