You have to build your own interface to use the Twilio API. Or pay for a software that can use the API, which is easier and cheaper. The Twilio interface only allows you to monitor usage, create reports, billing management, and program IVR. It doesn't provide an interface for your sales team to use.

I like how complete it is and all the API possibilities. You can achieve so much if you know what you're doing. You can create a call center and monitor everything, including recordings. SMS marketing, ringless voicemail, etc..

As you scale, it gets very expensive (no discounts at all for loyalty). Zapier is losing its market share to Make, Pipedream, and Pabbly. Soon the same will happen to Twilio.

Twilio is generally easy to set up and manage, their APIs are generally well-documented. The developer parts of the company that don't involve human interaction seem to be good. It is the backbone of a lot of our core company infrastructure.

The (now terminated) salesperson we originally worked with was very helpful at the beginning and even roped in engineers to have discussions with us. They poorly explained the contract and even made promises that were not true. After we inked a volume deal with them, the support from sales became practically non-existent. The salesperson locked us into a contract.We were able to get a refund and have the contract terminated, although the refund process took months and lots of book and forth.

It's easy to set up with an API and you load money in the account and off you go! And it makes sure you are being compliant with regulations

It can be complicated to get setup and their website at the time wasn't intuitive to use.

We have been a SendGrid customer for about 7 months. We use the service to handle the transactional emails from our website. We have been satisfied with that service and decided to also use them for our marketing campaigns On September 30th we exported our MailChimp contacts and cleaned up the data. On October we upgraded our SendGrid plan to Basic 50k, contacted SendGrid support, informed them what we were doing and asked about the use of Tags. We then imported 47k contacts, prepared a time sensitive single send marketing piece which we released on October 2nd to our complete contact list. SendGrid shut down the campaign, disabled the links in the 13k emails that had been sent, making them useless, and suspended our account. We have been unable to reach SendGrid to resolve this. This action, and lack of it by Twillo/SendGrid has significantly impacted our business as the campaign was in support of a live continuing education course scheduled for Tuesday 10/3. At this point we are trying to salvage what we can by moving to another marketing service.

We were migrating our email marketing from MailChimp to Twillo's SendGrid. Relative to MailChimp we found SendGrid's email design tool to be more flexible and easier to use

Customer support: Two issues1 -Customer support is difficult to access. The support phone number listed on Google is disconnected, there is no chat, "Contact support" on the website requires the user to fill in a text box labeled "Tell us your issue." We've tried this multiple times only to get an error message: "There was an error retrieving results for your query. Please try again." We've managed to get multiple messages to SendGrid Support by responding to previous support ticket emails. I see some one at SendGrid has deleted all but one of these. Obviously someone knows we have an urgent issue but no response and it has been over 18 hours since our first request for support. 2. When we informed Customer support that we were migrating our marketing champagne from Mail Chimp to SendGrid they failed to inform us about the possibility of the automated account suspension we have encountered, and how to avoid it .

There are so many things to love about Twilio from my experience and perspective. I like the quality of its documentations and how intuitive they are. I find their customer service team very responsive to queries and inquiries and I love how Twilio has SDK's in my favorite programming language.

Twilio boasts 99.9% uptime and it supports all major programming languages. Personally for me , Twilio is head and hand above every other sms/voice cloud communication platform.

We did our transfer from Dialpad to Twilio after seeing the price difference + all the missing options (automation and integration) Dialup was missing. We faced a huge issue when we realized we had to code our own phone system to be able to receive or send sms and calls. Happened at a moment where the firm didn't have the time to read the 3000 pages tutorial offered on Twilio. Our transfer made our whole phone system out of service for 3 weeks. We finally found other companies offering what Twilio should offer : a basic interface to the basic needs of a phone number (call + sms). This workaround finally made the deal much less advantageous than expected. We now pay almost the same price as we were paying with Dialpad, for a less powerful interface.. until we have the time to focus on building our own app to use it.

Twilio can do absolutely everything you need to do with a phone number. Automate, Record, SMS, Call, Chatbot, Integrations, Number verification.

Very complex to setup. You absolutely NEED to know how to code. No easy user software available to simply use your number from day 1.

Twilio has been a brilliant an easy to use SMS marketing system. I like the efficient features of Twilio.

Twilio is easy to use and flawless. It works so well for us.

This marketing and communications software has been easy to use and reliable. Twilio is so accurate.

Twilio is flawless. It makes SMS marketing efficient.

I feel it has scope of improvement. It is easy to you but then it does not easily allow conference calling and messaging while on call. It could also include adding notes.

It is easy to install. Convenient to use the software with other tools as well. Placing a call is very easy

It's interface. The leaving a voice note feature must include a beep or time set. Conference calling feature is not very convenient

For proper SMS marketing, Twilio has been so reliable. Twilio has been so accurate to use.

I have zero cons for Twilio. Twilio is reliable.

I is pretty easy to use and set up. Not a lot of time.

Some of the items were a little difficult to navigate to.

The API was easy to use, well documented, and accurate (to the documentation provided). I was up and running with a programmatic call to Twilio to send text messages from my application within 15 minutes. Twilio Studio and flows provide a great user experience that puts a lot of power into a non-developers hands for managing communication and escalation. Example flows give you just about everything you would need to get started building your own flow.

Certain aspects, like accounts, sub-accounts, and management can only be done using the API. These are minor and usually one and done (so they could be done with tool like Postman or SOAPUI).

Overall, however, Twilio is a solid choice for businesses and organizations looking for a comprehensive communications platform. From a developer's perspective, it is one of the simplest solutions to integrate with.

Twilio is a powerful and effective communications platform that allows businesses and organizations to easily integrate voice, video, messaging, and other forms of communication into their systems and applications. Some of the key benefits of using Twilio include:Flexibility: Twilio provides a range of different APIs and tools that can be easily integrated into a variety of different platforms and applications. This allows organizations to use Twilio in a way that best fits their needs and requirements.Scalability: Twilio is designed to handle high volumes of traffic, making it a good choice for organizations that need to send or receive large numbers of communications on a regular basis. The service can easily be scaled up or down to meet changing needs.Features: Twilio offers a range of advanced features, including tracking and analytics, voice recognition, and integration with other tools and services. These features can help organizations optimize their communications and improve their overall effectiveness.

Despite its many benefits, there are some potential drawbacks to consider when using Twilio. For example, the cost of the service can be a barrier for some organizations, and the advanced features may not be necessary for all users. Additionally, the service may require some technical expertise to set up and use effectively.

Overall it has been positive so far. We are launching our software globally now and so far they have been a solid partner in the countries we have been going to.

We used Twilio to be the backbone of custom cross-platform messaging software we built that connects people in different countries around the globe. We used it to send automated messages alerting the users that someone in their area wants to talk to them and then to continue to facilitate the conversations through our software and the WhatsApp API protecting the user's identities. The API was very easy to use. The hardest and most challenging part was getting set up and approved by Facebook to get our WhatsApp numbers. The system tracks if messages were delivered which is great and we can see responses come back in as well, not the message content itself mind you, but that a response was sent. We also leverage their email platform which added another communication platform to our system. All in all, we are excited about our partnership with Twilio and look forward to continuing to work with them.

The only challenging issues we had really involved WhatsApp and getting them to verify our Facebook Business listing, then approve us for a WhatsApp number and finally approve our message templates so we could use Twilio to send messages through their platform. I wouldn't say any of that was Twilio's fault and their staff was excellent at doing everything they could to help us. The only thing I would like to see is a better more laid out navigation on their admin dashboards. You have to click into menus to get to a sub menu to then scroll around and try to find what you are looking for. It would be nice if they had a master link tree like Amazon does on their AWS dashboard.

An amazingly well built product -- we rarely if ever had reliability issues -- the Twilio Functions were an especially useful post-purchase feature discovery -- so much so that we still use that even though we don't do any texting. We also sometimes use FracTEL, since they beat Twilio on pricing 3:1 for 1-800 texts *and* had MMS 1-800 support long before Twilio.

* super easy to configure multiple accounts for billing purposes * * Twimlets are a great way to experiment with product &/or prototype quickly - https://www.twilio.com/labs/twimlets * Twilio functions is amazingly easy way to either extend power of tools such as Zapier &/or avoid having to use AWS Lambda, etc. -- it's a super cool hidden feature - https://www.twilio.com/docs/runtime/functions * They have an auto-stop feature if you accidentally send too fast -- e.g., we accidentally created an infinite loop of texts between two phone numbers -- which they auto-stopped at about $20 (in three minutes). There are likely other Twilio features hiding in plain sight -- poke around -- one of those rare cases where reading all the documentation is likely worth it

* the login process can be annoying * help sometime takes longer than 24 hours * configuring multiple sub-accounts is confusing at first * not all functions can be done via UX -- some require API calls -- curl scripts were our goto

Because I don't make any changes to Twilio on my own, the barrier to entry requires me to rely on third-party developers to fulfill all my requests due to my technological limitations. While this could be considered a good thing, as most business owners should not be screwing around with their phone system, it does mean that I need to be reliant on a third party to help make the Twilio implementation I dream up. When everything is set up correctly, I never have issues with Twilio. That level of reliability means a lot when it comes to a business phone system. Because of this, I wholeheartedly recommend Twilio to any business. Just be prepared to take a deep dive into the learning curve or hire a third party.

Twilio has set the bar pretty high with the customizability of telephony. You can do incredible things with Twilio. From a simple phone tree to complex actions that integrate other applications with the likes of Zapier and other no-code services, the sky is the limit for most small business owners to create great solutions.

The downside is the learning curve. In comparison, I consider myself tutorial literate when coding and setting systems up. I can't seem the find the ability to build proficiency in Twilio. And while this is my own doing, it is my only con. Twilio is incredible. For whatever reason, I have difficulty handling the tweaking on my own.

Twilio is a disaster of a product, and I would never ever use it again, it randomly stopped working and I got a Forbidden error that really had no documentation to explain why it was happening. When I contacted customer support they told me that it was because Twilio no longer offered email verification for free users. Well, they could have at least sent an email out telling everyone that. I would be forced to buy their tiered plan, switch services, or set up my own verification which sucks but at least tell your users that you're making these changes right?

It had a high number of emails you could send for free every day

They had a sprawling system that required like four api keys just to set up and integration between multiple products with little to no to innacurate documentation. First you have to have a SendGrid account and set up an API Key (first key in .env) , then you have to make an email template which is very hard to do because they have a lot of bugs with that whole system and its rather confusing as well, especially in regards to trying to actually write your own code for how it looks . Then you go to Twilio and get your Auth Token (second .env) and create a Service that has its own token (third .env) , then you integrate that with your sendGrid Template and I forgot where exatly but there some fourth token you need. It's ridiculously complicated and poorly set up, and the documentation doesn't really tell you how to code it, the page that tells you how to send emails has code examples for sending text messages so that's unhelpful. It took me several hours to figure out how it all works and get it set up for automatic emailing. When I switched to Courier it took my literally 15 minutes to do the exact same thing. They had great documentation, a wonderful easy to use website, and just one API key. Don't use Twilio, it's trash, try Courier.

I have had a great overall experience with Twilio. Call quality is great, the users have the option to switch between bridge dial (using a physical phone linked to Twilio) or voice over IP calling. Implementation is relatively easy and call management is done in the cloud so it can be done from anywhere.

We use Twilio in conjunction with Groove (Twilio is Groove's voice provider). It is an awesomely powerful software for call center-like call management. The voice provider lives in the cloud so Twilio is very easy to implement and get up and running very quickly with minimal development. It is pretty intuitive but has a learning curve for less tech-savvy users. The help articles are well-documented.

Twilio is very powerful, but could use more features, like the ability to have conference calls and drop off the conference call without transferring the call somewhere else. The ability to call someone, then conference in another line on the current call is not available on the platform which could be a deal-breaker for call center use.

Wonderful people, always replay within a few hours of my late-night support emails. Reducing the bills is fantastic, and the tool plugs and plays with everything else nicely. Super happy with them for sure!

Love their COSTS... Some of the lowest in the industry, gives better control of budget. Utilizing Twilio we were able to navigate away from other tools that were costing us hundreds of dollars a month in per minute or per text overage fees. Provides more numbers at a cheaper cost per month by far, the whole system is powerful, inclusive, integrative of all tools and solutions through zapier and webhooks, and just a powerful system.

The UXI is a little heavy, when creating sub accounts and viewing the analytics, it is so powerful you can get lost, but that is a very minimal issue for I am sure someone with more knowledge can fly through the site and know what they are looking for much faster.

Happy with it, but call flows can be improved upon and simplify the integration process.

Great value for the pricing and options provided.

Some options are not easy to integrate or use, especially the call flows.

Twilio powers sms marketing campaigns in my company. Twilio's ability to integrate with mainstream social media messengers like Telegram and Facebook messenger, has further strengthened the effectiveness of our sms marketing operations.

We are constantly as a company, on the lookout for the best tools in every area of our operations. Twilio's speed of sms delivery is right now unmatched by any other software. It has the best rates , both in terms of the unique phone numbers we use for our sms campaigns and the cost of sms delivery.

Twilio still does not do enough in the area of providing analytical information about our sms marketing campaigns. As a user, I want to have more advanced information about how target recipients of our sms messages are relating with our sms , on what integrated platform are our sms content being engaged with the most and so on. Twilio falls short in this aspect right now.

It's working for us, and I don't think I'd move, as I assume we would have similar problems with other text message vendors and they'd have less clout than Twillio would when it comes to solving the problem.

A powerful telephony software that only charges you for resources you use. This works great for us, as we don't currently need a massive amount of resources. It powers all our text message needs on our internal software platforms.

The only problem we've faced is several carriers have started blocking non-standard TLD links. No failure, not message, the text messages disappear into the ether. Twillio has been less than useless in helping solve this (I suspect because our usage is so low they don't really care) I feel like this is a really niche problem that won't affect a lot of potential users, so I've still rated them fairly high and would probably recommend them too.

We use Twilio as a cloud communication platform and we found here all the options required for our business. API Integration with other software is well done also.

Pricing for phone numbers is some regions are high. Interface is not intuitive in the beginning.

I have led teams that integrate Twilio as a text notification service for various events from medication adherence to support ticket alerts.

Twilio provides a very straightforward interface to programmatically integration calls and texts in to software applications. Configuration and set up is super easy, and Twilio provides a variety of options for regions and countries to set up your phone numbers for. They provide a number of SDKs in popular programming languages, making integration super easy.

The price point for calls and texts are a bit on the high side. Some of the more complex configurations might be a bit hard to set up, although their documentation IS quite thorough.