Twilio Reviews and Ratings

Rating: 7.7 out of 10

Score

7.7 out of 10

Community insights

TrustRadius Insights for Twilio are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

91 Reviews

My Experience With Twilio

Rating: 9 out of 10

Incentivized

November 18, 2025

Use Cases and Deployment Scope

Twilio has been our go to solution when it comes to customer communications and engagements and it has worked really well. It makes it easy to integrate multichannel communication features including email, voice, video, and calling into our services and apps thereby enhancing engagements. With the Twilio, we have been able to not only offer 24/7 support but also personalize engagements. It is the best business-customer communication solution I have used in my career it has been a great addition to our business.

Pros

Supports Omnichannel communications.
It makes it easy to personalize customer engagements.
Offers 24/7 support.
Customer communication is east/fast/secure.
It is highly scalable.
Support customer data analytics.

Cons

Poor customer service - takes too much time to respond.
Sometimes messages aren't delivered.

Likelihood to Recommend

Twilio is a great for businesses that value customer communication and engagements. It supports personalization engagement and ensures proper interactions. Communicating with customers and solving their issues on time leads to customer loyalty and this is value for business. I therefore recommend Twilio to businesses that needs an amazing tool for proper customer engagements.

Arthur Zolfaghari

Customer Support Agent in Customer Service at Event Wishes (11-50 employees)

Vetted Review

4 years of experience

A master piece for customer engagement.

Rating: 8 out of 10

Incentivized

October 21, 2025

Use Cases and Deployment Scope

Twilio is a customer engagement platform. We use the product in our organisation to streamline communication and connet with our customers across multiple channels. The product allows sending of personalised messages and ensures secure interaction by providing reliable authentication system. Twilio has played a big role in enhancing our marketing campigns and driving customer engagement. The product supports live chat and video content.

Pros

The software integrates with numerous communication systems and facilities real-time feedback collection.
Twilio user interface is very friendly and has very intuitive admin panel
Value for money. The software has flexible pricing that is manageable to all sizes of businesses and organisations.

Cons

Analytics systems of the tool are ineffective. They do not provide detailed data.
The most notable drawback about Twilio is limited customization options. The product is not easily customizable.

Likelihood to Recommend

<div>Twilio is an easy to use tool with a lot of helpful features.</div><div>Availability of real-time customer support services.</div><div>Initial setting up process of the tool is smooth.</div><div>Subscription plan of the software is very affordable.</div><div>The product offers a free and unlimited trial before subscription.</div><div>Configuration and general implementation of the software is easy. </div>

Angela Arcuri

Customer relationship manager in Customer Service at ISIA Pescara Design (51-200 employees)

Vetted Review

4 years of experience

Twilio review

Rating: 10 out of 10

Incentivized

September 19, 2025

Use Cases and Deployment Scope

On my specific side of things in marketing we started using SendGrid to relay our email communications from our CRM as we encountered deliverability issues. As part of our agreement we also conducted a multiple-week plan with their deliverability expert in order for us to learn the platform and its ins and outs, as well as general lesser-well-known deliverability best practices and things to consider, which were tremendously helpful.

Pros

Deliverability
Email relay

Cons

SendGrid's per email data
SendGrid spam/bounce reports

Likelihood to Recommend

My view and experience are specific to their email relay and deliverability services but I was impressed by the customer support, expertise, and knowledge. Specifically Serena and Vanishta were kind, patient and gave provided us with whatever we needed to solve our problems that bothered us for the last 1.5 years.

Verified User

Employee in Marketing (501-1000 employees)

Vetted Review

1 year of experience

Expensive - but enterprise ready

Rating: 8 out of 10

Incentivized

September 5, 2025

Use Cases and Deployment Scope

We use it to build a platform for customer outreach in both pre and post sales lifecycle. It's a programmatic solution vs off the shelf alternatives and provide for more customization but requires a lot of engineering effort to get launched

Pros

Customization
Scalable
Support

Cons

Cost
Complexity
Documentation

Likelihood to Recommend

We find Twilio good for large and scaled out customer facing teams. It really isn't meant for small teams that can be handled by a lot of off the shelf solutions. I think of Twilio more as infrastructure than a product. You end up needing to build out your own end product but really that end product you want is up to you to build

Verified User

Engineer in Engineering (10,001+ employees)

Vetted Review

1 year of experience

Long time Twilio user

Rating: 7 out of 10

Incentivized

September 5, 2025

Use Cases and Deployment Scope

Twilio is very developer-focused. They are reliable but don't offer a lot of support. They will work for you if you are a sophisticated delivery developer in the US. If you need handholding, there are better options in the marketplace as messaging gets more and more complicated with regulations and costs.

Pros

Reliable
Documentation
Forthright

Cons

Support
Answering the phone with out fees
Pricing

Likelihood to Recommend

The CPaaS space is very crowded. They were the first in and best dressed in the US market before the carriers implemented the campaign registry. Now you need to worry about delivery, costs, and compliance. They are built for developers, not for companies without sophisticated resources. The real question is, how much do you want to invest to support this?

Tom Sheahan

CEO in Corporate at Red Oxygen (11-50 employees)

Vetted Review

14 years of experience

View profile

Twilio Review

Rating: 8 out of 10

Incentivized

September 2, 2025

Use Cases and Deployment Scope

We only basically use is for international numbers and nothing esle.

The numbers that we use it for is in the regions such as UK and NZ. Being able to easily buy numbers helps when it comes to setting things up as quickly as possible in a business that moves quickly.

Pros

Purchasing numbers
UI
Billing

Cons

Being able to setup a call center directly
easy integration with other apps

Likelihood to Recommend

Basically for any business that runs a call center its good.

Verified User

Analyst (201-500 employees)

Vetted Review

2 years of experience

Twilio The ultimate tool to reach customers

Rating: 10 out of 10

Incentivized

September 1, 2025

Use Cases and Deployment Scope

We use Twilio in our organization for the various purposes like mostly we use the SMS service to send SMS to our clients from our applications. Also we use the voice calling feature which we integrated in our application too. They also provide various webhook services and we used some of the feature like to auto-replay when we receive any missed call.

Pros

Detailed logs of call and messaging services.
Free trial balance for new account, which helped me a lot to understand everything without spending any real money.
I also liked some features like the sms and call scheduling
The SMS service works seamlessly in most of the country which I also liked about Twilio.

Cons

The Web interface of Twilio is okay but sometimes it takes time to load a page I think it can be more fast .
Sometimes the SMS is received too late. This can be improved.

Likelihood to Recommend

Twilio is best suited if you want to send bulk sms or want you to schedule bulk sms through API. It is also very useful if your clients are from different countries it will work for most of the country without any issue. If you want to use some advanced features like missed call detection, it is also supported by Twilio for that you need to configure it through Webhook section.

Pintu Barman

Web Developer in Information Technology at Onlightenmedia (11-50 employees)

Vetted Review

2 years of experience

View profile

Economical SMS that has a bit of a learning curve

Rating: 8 out of 10

Incentivized

August 28, 2025

Use Cases and Deployment Scope

We send text message reminders to people who sign up for our free video events. We could have just done this in Keap, which is where we handle all our automation, but the cost to send SMS via Keap is many multiple times higher than Twillio, so it was worth doing the integration using PlusThis as the intermediary for simplicity of integration.

Pros

Low cost SMS
Wide variety of integrations

Cons

Directly implementing without integration is challenging
Doesn't make it easy to identify and remove bad phone numbers
Shortcodes take a lot of setup

Likelihood to Recommend

If you're looking for a cheap way to send SMS, Twilio is an obvious choice. If you want to implement it directly yourself, you better have good knowledge of APIs and coding. But there are relatively simple integrations like PlusThis for Keap, which make it manageable for the average person.

Verified User

Executive in Information Technology (11-50 employees)

Vetted Review

3 years of experience

Twilio Review

Rating: 9 out of 10

Incentivized

August 4, 2025

Use Cases and Deployment Scope

eCommerce order fulfillment requires chat with customers to understand what they need. Twilio's conversations is an excellent choice for this purpose.

Real time communication is key to achieve customer satisfaction. Because the customer needs to be listened to at real time so that their choices are respected and we provide options for them.

Pros

Integration
Support
Reliability

Cons

Better SDK version management
More flexibility with coding patterns
More examples for using SDK

Likelihood to Recommend

Good for real time communication and use cases involve chats, calls and IVR suports.

Verified User

Team Lead in Engineering (1001-5000 employees)

Vetted Review

3 years of experience

Twilio an excellent choice for customer engagement.

Rating: 10 out of 10

Incentivized

July 24, 2025

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Camilo Diaz

Senior developer in Engineering at Fastcall (1-10 employees)

Vetted Review

Reseller

8 years of experience

Verified on LinkedIn

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