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In my opinion, Unreliable
March 29, 2024

In my opinion, Unreliable

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Modules Used

  • Programmable SMS
  • Authy
  • Twilio WebRTC
  • Programmable Video
  • Programmable Voice

Overall Satisfaction with Twilio

Our company uses Twilio primarily to send and receive SMS/MMS messages that are generated by our platform.
  • MMS to SMS conversion
  • 1st party language tooling for API usage
  • Reliability
  • Monitoring / metrics
  • Admin console
  • Reliability issues: In my opinion, Twilio is by far the most unreliable component of our application stack
Twilio has made it possible to contact people via SMS in every country that we operate in.
In my experience, Twilio is extremely unreliable, and doesn't surface these issues to us very well. I suggest you go take a look at https://status.twilio.com/ , in my opinion, there's a good chance they're having an outage right now.
  • Telnyx and Amazon Simple Notification Service (SNS)
Twilio has given us more competitive rates than the other providers.

Do you think Twilio delivers good value for the price?

No

Are you happy with Twilio's feature set?

Yes

Did Twilio live up to sales and marketing promises?

No

Did implementation of Twilio go as expected?

No

Would you buy Twilio again?

No

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".