Twilio an excellent choice for customer engagement.
Updated July 25, 2025

Twilio an excellent choice for customer engagement.

Camilo Diaz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Modules Used

  • Programmable Voice
  • Programmable SMS
  • Twilio API for WhatsApp

Overall Satisfaction with Twilio

We are a Salesforce ISV and use Twilio to provide SMS and Voice integration. Our users interact directly with our app on Salesforce or through the Salesforce mobile app. We use Twilio for outbound/inbound calls, SMS/MMS, WhatsApp, conference, transcriptions using conversational intelligence, and integration with Agentforce using Twilio Relay. We are looking forward to using RCS, WhatsApp voice, and Twilio agents.

Pros

  • Clear API.
  • Worldwide footprint.
  • Uptime
  • Support

Cons

  • Control panel. Often, navigating through lists is challenging. I want endless scrolling, not pagination.
  • Conversational intelligence service require a Language. I would like it to detect it.
  • We would like to have some credit on clients that chose to use their own Twilio account.
  • We as an ISV charge for our application license, and we pass through what Twilio charges us to our subscribers.
  • Using Twilio is a key part of our app. Without it we would not have one.
We use Voice, SMS, MMS, WhatsApp, and RCS. We are planning on using WhatsApp voice, too.
Expanding to international markets is a key differentiator for our app vs many of our competitors' apps. Regarding scalability, we have never encountered any issues. We don't have a large number of subscribers, but they appreciate how we continually add new features and capabilities, made possible by Twilio's enhancements. We love the new conversational intelligence features and look forward to utilizing all the other AI capabilities.
The solution is always up. I did not give a 10 because sometimes our clients complain about call quality. Some of those are the client's fault because of a bad connection, but we can't be sure if all of them are.
In terms of API calls. Performance has always been great
We have looked at some of Twilio competitors, like Infobip, Sich and Bandwith. Prices on all of them for voice minutes and SMS are way cheaper than Twilio. But none of them seem to offer as many features and ease of use as Twilio. Specially from an API point of view

Do you think Twilio delivers good value for the price?

Yes

Are you happy with Twilio's feature set?

Yes

Did Twilio live up to sales and marketing promises?

Yes

Did implementation of Twilio go as expected?

Yes

Would you buy Twilio again?

Yes

I found Twilio to be excellent and very easy to use for a programmer in all aspects related to voice, SMS, and other features utilizing their API. I found the node client to be excellent and helpful. We previously used the Apex client for Salesforce before it was discontinued. Although we try not to use Twilio from Apex anymore, using that client was easier than implementing our own.

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