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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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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

(215)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

User-Friendly Setup Process: Users have expressed satisfaction with the user-friendly setup process for integrating other applications. The clear instructions and intuitive interface have made the onboarding process smooth and efficient. This ease of setup has saved users time and effort, allowing them to quickly start utilizing Twilio's services.

Comprehensive Developer Documentation: Customers have praised Twilio's developer documentation as thorough and immensely helpful. The detailed guides and explanations have been instrumental in assisting users through various integration processes. By providing comprehensive resources, Twilio has empowered users to overcome technical challenges and effectively implement their desired solutions.

MMS to SMS Conversion Feature Appreciation: Some users have specifically enjoyed Twilio's feature that converts MMS messages to SMS. This functionality has enhanced their communication capabilities, allowing for seamless interactions with customers across different messaging platforms. The convenience of this feature has streamlined their messaging workflows, improving overall efficiency and customer engagement.

UXI Improvement Needed: Users have mentioned that the user experience interface could be enhanced, as it feels heavy and not very user-friendly. They suggested improvements in the design to make the platform more intuitive and streamlined for better navigation.

Pricing Transparency Concerns: Reviewers expressed concerns about the lack of transparency and simplicity in pricing, which they found confusing. Some users highlighted discrepancies between advertised prices and actual costs, leading to uncertainty and frustration.

Documentation and Support Issues: Some users highlighted difficulties with understanding analytics, insufficient documentation, and a need for improvement in developer and customer support. They emphasized the importance of clear guidelines, comprehensive resources, and responsive assistance for a smoother user experience.

Reviews

(1-25 of 77)

Not suited for small business

Rating: 1 out of 10
October 31, 2024
Vetted Review
Verified User
  • Recurrent billing
  • Receiving payment
Cons
  • Tech-support availability
  • Trust verification

Twilio is reliable for whatsapp business integration

Rating: 9 out of 10
October 25, 2024
Vetted Review
Verified User
Twilio
4 years of experience
  • Whatsapp Business API integration
  • Easy to setup
  • Excelent developer documentation
Cons
  • The UXI is a bit heavy, it can be improved
  • Analytics not so easy to understand
  • Should warn before suspending the account

Twilio Authy Review

Rating: 10 out of 10
September 25, 2024
Vetted Review
Verified User
Twilio
2 years of experience
  • Adding new application for MFA
  • Getting an authentication code
  • One click operation
Cons
  • Clicking on the new code to copy that code into memory, so it can be easily pasted.

WhatsApp Integration for the Competitive Edge

Rating: 7 out of 10
September 24, 2024
Vetted Review
Verified User
Twilio
1 year of experience
  • Setting up a virtual mobile number
  • Technical implementation resources
  • WhatsApp message templates
Cons
  • It takes some time to find your way around the Twilio user interface
  • Signing up and getting verified was quite time consuming
  • Technical support was not bad but could be better

Great SMS Solution!

Rating: 8 out of 10
September 23, 2024
Vetted Review
Verified User
Twilio
5 years of experience
  • Delivery of SMS.
  • API to CRM tools we use.
  • Ease of use.
Cons
  • Lack of standalone good UX.
  • The price could be lower.
  • Ease of gaining SMS compliance.

Twillio is great from SMB's

Rating: 10 out of 10
September 18, 2024
Vetted Review
Verified User
Twilio
10 years of experience
  • Ease of use
  • Simple Integration
  • Great Customer Support

Twilio Improves Associate Satisfaction for My Client

Rating: 9 out of 10
May 22, 2024
LH
Vetted Review
Verified User
Twilio
1 year of experience
  • Low-code platforms like Twilio Studio have the opportunity to be genuinely low-code and not just advertised as such, compared to other “low-code” platforms
  • Integrations between its various products
  • Brand visibility and awareness
  • Technical support
Cons
  • Segment’s email identifier is case-sensitive, which is ridiculous because emails themselves are not case-sensitive. This means that if I send a capitalized email address in an identify call, it will create a duplicate user rather than matching it with the lowercase email. I think this is a technical oversight that should be corrected.
  • I’d like to see more information about the eventual transition of existing Frontline customers to Twilio Flex
  • I’d like to see some integrations between Twilio Studio and OpenAI or another open source LLM to provide automated responses, if this hasn’t been done already
  • I would like to be able to drag and move the actual lines connecting the steps in Twilio Studio, sometimes mine can get pretty messy
  • I think a Bug Report form would be beneficial for developers

The best messaging partner in the industry!

Rating: 10 out of 10
May 20, 2024
Vetted Review
Verified User
Twilio
5 years of experience
  • SMS
  • International Messaging Compliance
  • International SMS
  • 2 way SMS
Cons
  • Meta
  • WhatsApp

In my opinion, Unreliable

Rating: 3 out of 10
March 29, 2024
Vetted Review
Verified User
Twilio
4 years of experience
  • MMS to SMS conversion
  • 1st party language tooling for API usage
Cons
  • Reliability
  • Monitoring / metrics
  • Admin console

When do you need to use Twilio?

Rating: 7 out of 10
February 26, 2024
Vetted Review
Verified User
Twilio
2 years of experience
  • Marketing and Promotions
  • Chatbots for Customer Service
  • Transactional Emails
Cons
  • Pricing Transparency and Simplicity
  • Documentation and Developer Support:
  • Customer Support for All Tiers

Scaling with Twilio Studio.

Rating: 9 out of 10
February 16, 2024
JB
Vetted Review
Verified User
Twilio
6 years of experience
  • 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.
Cons
  • 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.

Twilio was the right choice

Rating: 9 out of 10
January 07, 2024
Vetted Review
Verified User
Twilio
3 years of experience
  • 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
Cons
  • 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

Twilio Reliable.

Rating: 9 out of 10
January 04, 2024
MH
Vetted Review
Verified User
Twilio
5 years of experience
  • Products
  • Customer Support.
  • Documentation
Cons
  • Customize reporting

Best in class communication services

Rating: 10 out of 10
October 26, 2023
Vetted Review
Verified User
Twilio
5 years of experience
  • Documentation
  • Developer Guides
  • Support
Cons
  • Account Transfers
  • Finding Owned Resources

Beware TWILIO!

Rating: 1 out of 10
October 19, 2023
Vetted Review
Verified User
Twilio
1 year of experience
  • Allows to send one way messages
  • Can be attached to third party software
Cons
  • 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.

A road to better customer penetration

Rating: 8 out of 10
October 07, 2023
Vetted Review
Verified User
Twilio
3 years of experience
  • Outbound / inbound messaging
  • Twilio flex
  • SMS
  • Twilio customer support for developers
Cons
  • Documentation
  • Build more ready to user features on React UI

Twilio - Multiple great products!

Rating: 10 out of 10
October 06, 2023
RO
Vetted Review
Verified User
Twilio
4 years of experience
  • Simple sign-up process
  • Very competitive pricing
  • Great Technical Support
Cons
  • Can make it a bit easier for a team to use an account

Satisfied with Programmatic Messaging

Rating: 8 out of 10
October 02, 2023
Vetted Review
Verified User
Twilio
7 years of experience
  • Sending SMS messages
  • Receiving SMS messages
  • Uptime
Cons
  • Easier regulatory registration (not necessarily Twilio's fault that this is hard)

Delivers as promised to both my clients and my businesses

Rating: 10 out of 10
September 30, 2023
Vetted Review
Verified User
Twilio
7 years of experience
  • 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.
Cons
  • 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.

Twilio has real bad customer service!!!

Rating: 1 out of 10
August 03, 2023
DV
Vetted Review
Verified User
Twilio
1 year of experience
Cons
  • customer service

Affordable entry point for small nonprofits

Rating: 9 out of 10
July 31, 2023
Vetted Review
Verified User
Twilio
3 years of experience
  • 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
Cons
  • 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

Simplify your comunications channels with Twilio.

Rating: 8 out of 10
July 21, 2023
Vetted Review
Verified User
Twilio
5 years of experience
  • 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.
Cons
  • It would be good to have a user interface for one-time projects.
  • Sometimes is difficult to find documentation.
  • A more userfriendly interface.
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