Twilio is reliable for whatsapp business integration
We have integrated our software with Twilio Whatsapp API to send patients their prescriptions and appointment information, as well as …
Starting at $0 per min per participant
View PricingOverview
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.
Recent Reviews
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
Pricing
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
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
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
Twilio Videos
What is Twilio?
It’s time to build: Contactless Deliveries
Twilio Flex
Twilio Super SIM
Twilio Integrations
- Microsoft Azure
- Google Cloud AI
- Salesforce
- Zendesk
Twilio Competitors
Twilio Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | We support 180 countries world-wide. |
| Supported Languages | English |
Comparisons
Compare with
Reviews and Ratings
(205)Attribute Ratings
Reviews
(1-25 of 31)Companies can't remove reviews or game the system. Here's why
April 03, 2024
Twilio is reliable for whatsapp business integration
We have integrated our software with Twilio Whatsapp API to send patients their prescriptions and appointment information, as well as links to log in to our application.APIs and SDKs are also easy to integrate so it is not time consuming.Changes are also easy to make.What I like the most is We use Twilio for automated whatsapp notifications that send both prescriptions and medical orders to patients and scheduled appointment reports to doctors from our cloud telehealth platform. Usually medical appointments have modifications and cancellations and it is very useful to notify everything by whatsapp.It gives us confidence as a provider as we transmit sensitive personal data.
- Whatsapp Business API integration
- Easy to setup
- Excelent developer documentation
- The UXI is a bit heavy, it can be improved
- Analytics not so easy to understand
- Should warn before suspending the account
February 26, 2024
When do you need to use Twilio?
We use Twilio to send personalized marketing messages or promotions directly to customers' phones via SMS or WhatsApp. This help in increasing engagement and keeping the customers informed about new features and offers that they may want to take advantage of.
In addition, it helps us drive sales while at the same time keeping a pulse on what sort of products/services our customers might want to see next.
In addition, it helps us drive sales while at the same time keeping a pulse on what sort of products/services our customers might want to see next.
- Marketing and Promotions
- Chatbots for Customer Service
- Transactional Emails
- Pricing Transparency and Simplicity
- Documentation and Developer Support:
- Customer Support for All Tiers
February 16, 2024
Scaling with Twilio Studio.
We have used the Twilio SMS platform for years and recently started using Twilio Studio to make outbound voice calls. The scope is to send a lot of messages and calls connecting doctors with their patients.
- 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.
October 02, 2023
Satisfied with Programmatic Messaging
Passengers onboard aircraft with our hardware installed are able to send SMS messages to people on the ground. We use Twilio to facilitate private conversations between the aircraft passengers and their contacts. Twilio allows us to provide this functionality such that the people on the ground do not need to install any additional apps; they simply use their normal text messaging app to read and reply to messages from the user flying on the aircraft.
- Sending SMS messages
- Receiving SMS messages
- Uptime
- Easier regulatory registration (not necessarily Twilio's fault that this is hard)
July 21, 2023
Simplify your comunications channels with Twilio.
We needed a way to efficiently communicate with our clients. Most of them don't consider buying internet or don't have a smartphone.
- 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.
December 10, 2021
The last SMS platform you will need
In a world dominated by emails, we found that SMS notifications have a much higher chance of being read and actioned. We use Twilio to SMS our clients when they have new agreements to attend to, we use it to notify them of important deadlines as well as to provide a satisfaction survey where they simply have to reply with a numeric value. Due to the engagement rate being higher than that of email we were able to improve our processes based on feedback received and we were able to improve customer experience by keeping them up to date.
- SMS
- Custom Numbers
- Integration to 3rd Parties
- Perhaps a lite version of their web interface for new users
December 01, 2021
Twilio is a messengers dream come true!
I use Twilio to create custom chat messages on Facebook. And it has been A great help! I am not always able to answer chat messages immediately when they come in, so having Twilio helps gather important information from a customer and sometimes can help the customer with simple questions like locations, hours of operation. Setting up the chatbot is super easy, and customer support is very helpful.
- 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
November 25, 2021
Twilio text messaging through CRM
In our sales department, as well as Account Management we utilize the Twilio text reminder service in conjunction with our CRM to send prospective and current customers text messages. This has eliminated a lot of ghost calls and missed communication with our potential customers, and current. Most clinicians are busy throughout their day in session so being able to text back and forth is much easier. We've closed a lot more sales from having better communication! Twilio works like a charm!
- 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
November 25, 2021
One of the best software/tool that I've ever used.
We use Twilio to buy or purchase our customer's phone numbers that they were going to use once we set up their SevenRooms account.
- 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.
October 08, 2021
Twilio is a great product and we love the relationship
We were impressed by two things. The first was the flexibility of the architecture, which the primary RingDNA architect had first-hand experience with on a prior project. The second and perhaps most impressive thing is reliability. The fact that Twilio APIs were unaffected by the infamous April 22nd Amazon Web Services outage really spoke volumes about the stability of the platform.
- Easy API.
- Great support.
- Twilio call flow and routing process is the gold standard.
We use Twilio as part of our SaaS product to extend its reach with audio and text phone communication: Twilio allows us to programmatically create a conference call between 2 parties who are already connected by our SaaS platform in a text messaging session, and allows text messaging to come from SMS channels too.
- 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.
May 20, 2021
Experience with Twilio
We use Twilio to send a message via WhatsApp to the client with the agent assigned to their case. Twilio Flex is used as a call center to be able to contact customers who have questions or need help with a process. It also uses both calls and messages (WhatsApp, Facebook messenger, and webChat provided by Twilio). Likewise, the way to make calls from Flex to clients attended by agents was implemented.
- 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.
May 14, 2021
Twilio, the lead[er] of all things cloud
Twilio flex is being used for our inbound and outbound call center, we needed to move from our on-prem solution to the cloud. Twilio is being used by all our teams in our company. What's great is we can work anywhere we want just as long as we have internet, we are good. The times that we are in today gave our employees that flexibility vs. having to work in the office. Another thing I love about this system is that it can directly involve the SIP trunking within the Twilio platform. Twilio is a simple, user friendly way to log in and out of work activities.
- 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.
We are not currently making full use of Twilio. I would love to do more with Twilio SMS. At the moment, we use Twilio Voice to call our front security gate and to tell it when to open and close. This has been very convenient for us as the process was somewhat tedious for our staff. Being able to automate things through our in-house Laravel database has been a real time saver.
- Makes phone calls
- Processes SMS messages
- Provides a phone number
March 08, 2021
Increase your ROI with Whatsapp Business through Twilio
A year ago we were using Twilio SMS as verification code register/login for out app. Now days we have evolved and since we implement a WhatsApp register/login we had to do all the process with facebook and Twilio in order to have a verified WhatsApp Business Number from Twilio. We implemented our login sending whatsapp code messages and later we implemented a CRM through Twilio whatsapp for our customers (equivalent to others like intercom, zendesk, etc. but with whatsapp). Additional we still use Twilio SMS in order to verify potential leads instead of using captchas.
- The ecosystem is just good and is online 99% of the time
- They provide you with needed tools in order to implement solutions that you have in mind.
- As for Whatsapp Numbers they give you personal follow-up from the beginning until the implementation from the side of Twilio of course.
- Well when we talk about Twilio we already know is gonna be hard to implement since are most of the time API request. I know that Twilio has partners with several business that make 3rd party integrations so an easy way to find in Twilio those integrators might be useful for those who want to use Twilio but they have the tech barrier against them.
- Twilio WhatsApp Business didn't have verified numbers for Mexico, so our business is using a US whatsapp verified number business. It could be nice to have a local Mexican number in order to be closer to our customers. For international business this might not be necessary.
- Cost even for WhatsApp Business is slightly almost the same as sending SMS we were expecting to savings by using Whatsapp instead of SMS so a better differentiation in price will be a good improvement.
December 22, 2019
Great for Triggered Text Message Notifications
We utilize Twilio SMS as part of our communication strategy to inform our audience of key deadline and extension dates in the application process. It is currently used by our Marketing team but could be expanded for other department use cases.
- Competitive rates in the market are being offered.
- It is cheaper compared to the rates we would be paying if we are to use the services offered by regular major carriers.
- The API isvery convenient and easy to set up in the back end for operational use with different platforms.
- It does not directly integrate with Oracle
- Have to use a third party plug-in to connect to Oracle
- There's an issue when viewing/searching for SMS transaction logs. When you search for the logs using phone number as a search tool, sometimes the results will not show up.
- If you export the log, you only get 100 or so rows so you can't extract all of your log data.
October 30, 2019
Drive 2-Factor Adoption with Authy
With the introduction of two-factor authentication, our users want a single place to manage their time-based one-time passwords (TOTP) across the entire business. Authy improves on the de facto standard, Google Authentication in a number of ways. First, it offers backup of users TOTP passwords. This means that if you lose your phone (or another mobile device), you can easily recover your one-time passwords. Second, it offers multiple device support, enabling users to access their TOTPs from multiple devices. Finally, it offers a better user interface than Google Authenticator.
- Time-based one-time password (TOTP) backup - If you lose your phone or another authentication device, Authy keeps an encrypted cloud backup of your TOTPs.
- Multi-Device Support - Your TOTPs are no longer tied to a single device - Authy supports multiple devices (including Apple Watch!).
- Excellent User Interface - Authy makes it easy to make sure you're entering the right TOTP for your application.
- Authy does not support the "push button" multi-factor authentication from your application's native apps. This means if you want to use Authy, you still need to use TOTP based codes.
- Not really a shortcoming of Authy, but it does nothing to help with multi-factor authentication using text messages - those are still sent to your platform's messaging app.
- Authy doesn't always display how much time is left before your current token expires, making it difficult to know how much time you have left to enter the current code.
September 07, 2019
Good for what it's built for!
We're currently using it for some of our call contact centers with no real need for reporting, and we also use it for some Sip Trunking.
- Easy to set up and use without a ton of infrastructure.
- It's pay as you go, so if you're low utilization but need the professional setup, then this is great.
- Reporting is the biggest problem, in my opinion.
- The second would be some of the management tools.
August 09, 2019
Communications Platform in the Cloud, the next level
Our main telephone platform is currently being handled by Twilio across the entire organization. After previously using another communications platform, we switched to Twilio to take advantage of its automation features--especially the IVR development (in PHP, Python, Ruby and other languages,) and the ability to allow our resources to employ their own SIP softphones, both in desktop and mobile versions. Also, Twilio allows us to record our outgoing calls and attach them to sales leads, opportunities and other related elements.
- Flexibility: Twilio uses a pseudolanguage known as TwiML, in XML format, with which we can develop anything from simple IVRs to complex skill-routing call engines on a variety of common languages, such as Ruby, Javascript, PHP and Python.
- Modularity: You can build up with Twilio, from phone numbers up to entire logic handling solutions, and even interconnect with your existing infrastructure.
- Portability: Twilio is entirely in the Cloud; it's an SaaS communications platform. You don't need to deploy anything onsite to make it work, besides accessories such as softphones (although you can develop your own if you wish), so you have immediate access to Twilio's entire infrastructure from anywhere in the world.
- The Twilio Studio. It's perhaps the most powerful feature on Twilio, with the ability to build full-fledged IVRs with little to no development on our side, and other advanced functions such as auto-SMS and chat bots. However, it's somewhat expensive at the moment. Though there is a free tier, it comes with several restrictions.
- The handling of stale SIP sessions. When a user connects via softphone to his/her Twilio SIP account, it sometimes loses connectivity and resets it by opening the softphone again; sometimes this causes a second (current) session to be opened. Twilio gets confused with this, since it sees two sessions (it lacks the logic to take the most recent one), and generates an error.
Twilio SMS is being used as a transactional SMS platform mostly, and we are starting to branch into promotional and marketing SMS as well to bring back users and increase retention. But for now, it is mostly used to remind users and restaurants of upcoming reservations so neither misses the time, discount, and more that needs to be applied to the customer's bill. This is mostly done on a time base, either based off of direct action inside the app or an hour before action needs to be taken.
- Easy implementation. Just a few lines of code.
- Custom numbers for area codes (we have one in each different city).
- Cost effective. Very cheap not only for a number (about $1 or so per number per month) but also for sending out automated SMS.
- Good overview dashboards to see activity, send rates, and deliverability.
- Number verification (so the text that makes you input a code) something we haven't used but will be adding in in the near future.
- Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
- Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
- Easier multi-media sending for images, videos, or files needed.
January 11, 2019
Twilio WebRTC: Powerful Communication Technology
Twilio WebRTC is being used by our company to power online calls between our customer support team and users as well as between different types of users themselves. As we already use Twilio's Programmable Chat API to power chat communications on our platform, this feature fits in quite naturally into our use case allowing users to communicate with each other directly from our chat interface. Twilio is the center of all communication on our platform for our users.
- Twilio's web client gives you everything you need to begin integrating Twilio WebRTC into your platform.
- It has quite a powerful tech stack where certain features are simply plug and play.
- The ability to call actual phone numbers and not just app to app phone calls is quite handy.
- There is some latency when calling international phone numbers.
- You are charged for both incoming and outgoing calls so your costs can go up quite quickly depending on usage.
- VoIP laws come into the picture depending on where you are located. You may need to get your IP whitelisted by your provider to allow VoIP calls within your location if this is the case for you. Would be great if Twilio could assist with this aspect.
December 22, 2018
Twilio SMS is Simply Efficient!
Twilio SMS is being used across our various departments - scheduling, sales, production, accounting, etc. - as an additional means of communication, besides phone and e-mail, with our client base. It gives clients another way to schedule and confirm appointments, receive information pertinent to their account, and allows for real-time updates and instantaneous communication.
- No actual phone system is needed
- Easy to integrate and the API is simple with lots of documentation and examples that can help you get the best use out of it
- Being able to create automatic responses based on key customer data points helps make communication that much more efficient
- The control panel can be a bit confusing; could stand to be a bit more streamlined
My organization hasn't standardized on a 2FA system yet, but after a phone reset nuked my Google Authenticator information, another employee recommended checking out Authy. Since then I've moved about 20-30 2FA accounts to Authy, and use them across three different devices. We're big fans of the additional security that 2FA brings, but the risk of losing everything if one device fails is a real worry. At least so far, Authy has been a great compromise.
- Easy addition of new 2FA accounts, either manually or using QR codes.
- Quick recognition of sites the accounts map to, and import of favicons for quick recognition.
- Automatic syncing of 2FA information between devices.
- Locating specific accounts once you've added more than a dozen or so can be a pain — a way to categorize or group them would be VERY welcome.
- Couldn't find a simple way to kill a device from my list of Authy devices — i.e. my phone was grabbed and I want to revoke its ability to generate 2FA keys. It may be possible, but it wasn't easy to find in the relatively streamlined mobile interface.
- Ongoing prompts for my backup password are understandable but strange, since canceling the prompt still allows me to use Authy.
October 17, 2018
Twilio Analyzed
At my organization, we use Twilio to send text message alerts to our subscribers. While the primary delivery channel for our content is via email, as a premium upsell feature we offer our same content sent as a text message as well. Many people currently prefer to receive alerts via SMS rather than email, so it's a nice perk for them.
- Sending the same text message to thousands of users. With Twilio's number pooling, you can use a "number pool" of regular phone numbers to round-robin send the same content to 1000s of users without getting blocked by the carriers.
- Great Ruby API, very easy to use and write unit tests for
- Call forwarding to your personal cellphone, to allow users to reach you (after going through an automated phone tree)
- Price is expensive. Twilio is the market leader and thus they charge more than their competitors. By far our most expensive SaaS service is Twilio.
- Support reps are not always helpful
- Documentation can be confusing at times
March 14, 2018
Twilio SMS Automation is key
We are using Twilio to communicate via SMS to partners and employees. It give us a way of managing texts from specific groups to select groups as well as individuals. It helped us automate the process, rather than relying on mobile phone carriers and their networks. For us, this is a perfect solution.
- Easy to implement
- Reliable
- retainable
- Deliverability can go out, but it seems to be rectified quickly.
- Outage notifications would be helpful for administrators to be able to disable the service during an outage, so the issue does not compound.