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
Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Twilio, and make your voice heard!
WhatsApp Business API
WhatsApp Business API
Entry-level set up fee?
- Setup fee optional
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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.
- 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
|Supported Countries||We support 180 countries world-wide.|
- 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.
- Integration with third party productivity applications.
- Fast message delivery.
- Real-time messaging engagement with customers.
- While Twilio does a great job as far as engaging with customers through SMS content. It is lacking in terms of the quality of analytical data it provides about how our customers are engaging with our content.
- 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.
- Custom Numbers
- Integration to 3rd Parties
- Perhaps a lite version of their web interface for new users
- Perhaps the error logging could improve -- it is sometimes a bit vague
- Gathers information from the client’s interactions
- Can help answer pre-programmable queations
- Provides peace of mind that you aren't missing chat messages
- I haven't had any issues with Twilio
- 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.
- 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
- Plenty of options of channels to offer as part of the tool
- 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
- Integrates well with other platforms
- Easy to setup
- Support is good
- The application for mobile phones
- Adding a feature where you can lookup numbers to see if they're a landline or cell
- More mobile friendly use
I work with busy clinicians all day and they're usually in session but need to communicate quickly to get questions and concerns answered. I am able to quickly respond to them via text and send them important information that they have at their fingertips. I can also send out auto-texts to new clients so they're being taken care of right away.
- Twilio helps us with Client email and keeps us compliant.
- Because of Twilio, we rest easy knowing our communication our Clients is happening
- It helps us avoid being blacklisted as spammers
- We found it was easy to set up but it takes a little time to learn how to implement
- Explanations of functionality were sometimes confusing and took longer to figure out.
- They provide you all the numbers that were available in a certain country.
- Their security is very very tight for their customers.
- Very easy to use and navigate,
- Lags on their website.
- Long time to load a certain page.
- SMS text messaging
- incorporate multiple channels into a marketing campaign
- Broaden customer engagement
- Better dashboard/reporting
- Incorporate more channels like social media, direct mail, etc
- Pricing is fair but I'm seeing alternatives pop up at competitive prices
- SMS delivery effectiveness - rarely are non-delivery issues affecting us.
- Auto top-up of account credits with self-definable limits.
- Provides excellent documentation that leads to the development team breezing through integration.
- The 2-factor authentication is the default for Twilio login. For several use cases, we want multiple members of the team to access the dashboard and the email/OTP authentication layer becomes a bottleneck. If multi-user admin privileges can be built-in, that works great.
- As the scale of usage goes, pricing becomes a concern, and Twilio doesn't have a tiering built into the dashboard that we can leverage on.
- Easy API.
- Great support.
- Twilio call flow and routing process is the gold standard.
- Provide/release SMS.
- Texting via SMS.
- More visible logs.
- Very easy for developers to get started.
- Great API documentation.
- A lot of active community content and code examples.
- A robust platform, no significant outage impacting our services.
- The administration dashboard is complex - improved UX would be welcomed for the admins.
- Getting to know Twilio is super easy thanks to its amazing documentation, which is written in a very clear and simple-to-understand manner.
- Console is easy to use, things are easy to find, and navigation is great.
- Awesome reliability--we haven't experienced any downtime and Twilio's services are highly reliable and built for resiliency.
- Premium support is great, but they charge a hefty fee. The rest of the support tiers are not that great and we had some issues and friction with the support earlier when we were in the lower support tiers. But since we use Twilio globally and at a large scale, we decided to switch to the top support tier, although it comes at a cost but is good. I wish they provided at least decent support in lower tiers as well.
- We saw some API failures to the calls while initially implementing Twilio, reached out to our CSM, and he took some time but was able to fix that for us--never imagined the API failures from Twilio.
- Our customers have complained about very occasional call drops and bad audio quality.
- Delivering messages to some countries, like China, takes time.
- Whatsapp Communication
- Programmable Voice
- Required coding knowledge
- Customer Support
- Pricing need to be improved
- Requires advanced skills.
- IT needs to be involved.
- Strong resources provided by Twilio for users to easily navigate most technical issues.
- Efficient support team - I get responses from Twilio on every occasions where-in I have had to contact them, within a 24 hour period.
- Competitively priced sms/voice calls cost to any phone number globally. This is a major strong point of Twilio.
- Twilio restricts log data rows, thereby affecting my inability to export complete log data.
- Difficulty searching for sms logs, using phone numbers.
Efficient for customer engagement - Twilio makes it convenient to connect with our customers wherever they are using text messages and voice calls.
Phone number validation to prevent fraudulent signups.
- Easy implementation with channels (WhatsApp and webchat) that are already predefined.
- Using Twilio studio you can define paths with whatever you want to happen.
- It has a good support to be able to consult about problems.
- Shortage of numbers to be able to operate, it has happened to us that in a country where we want to operate there are no numbers currently available. And if there are, the actions that can be used are limited. This is in South America (our case).
- The documentation too basic for some cases that you want to do. If one does not know the language in this case React counts a little to understand how to continue working. (Twilio Flex)
- There are some features that are still very green or in beta. For example, being able to obtain the name of the person speaking through the Facebook messenger channel. For Instagram there is nothing official to use, it has to be configured by hand. As if you have more than one number to call, you have to customize something to work.
- Easy to see my team in one place, when they log in and out and what call status they are in.
- Twilio is a simple, user friendly way to log in and out of work activities.
- Excellent services and support.
- The omnichannel feature which allows agents to get request from all channels.
- Documentation can be improved for training and learning.
- You will need an IT team to implement this solution or need to pay for PS work.
- Getting the logs is a bit difficult for support.
- Developer Guides
- Account Transfers
- Finding Owned Resources
Especially the programmable wireless service allows us to deploy equipment anywhere without worrying about figuring out a short term contract with the local cell carriers.
With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
- Documentation (easy to implement).
- It is not a direct consumer tool.
- You will need an IT team to implement these solutions.
- It's a very specialized tool.