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Twilio
5
308
4
139
3
27
2
10
1
22
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
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Table of Contents
Twilio - 2026 Pricing, Features, Reviews & Alternatives
All user reviews are verified by in-house moderators and provider data by our software research team. Learn more
Last updated: July 2026
Twilio overview
Based on 506 verified user reviews
What is Twilio?
Twilio is an SMS marketing solution offering key features such as SMS messaging, mass texting, API integration, scheduled messaging, and message personalization, among others.
Who uses Twilio?
By industry, Twilio reviewers are most commonly professionals in computer software (20%). The most frequent use case for Twilio cited by reviewers is SMS marketing (66% of reviewers).
What do users say about Twilio pricing?
Reviewers appreciate Twilio’s flexible pay-as-you-go pricing and cost savings compared to traditional solutions, and some users find discounts and scalability valuable. However, some reviewers report confusing pricing, higher costs at scale, and limited affordable options.
What are the most popular integrations for Twilio?
The Twilio integrations most frequently cited by reviewers are: Zoho CRM (a CRM product rated 5.0 out of 5 for its integration with Twilio), Zendesk Suite (a help desk product, 4.5), and Zapier (an integration product, 4.7).
Starting price
Pros & Cons
SMS Sending
Customer Support
Call Management
Pricing
Inconsistent performance and delays
Challenging account handling processes
Twilio’s user interface
Twilio review summaries overview
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.2
Features
4.5
Ease of use
4.1
Customer support
4.0
Reviews sentiment
What do users say about Twilio?
Users say Twilio offers robust SMS, voice, and messaging APIs that are easy to integrate, with extensive documentation and strong support for various programming languages. They find it valuable for automating notifications, marketing campaigns, and customer communications, and appreciate its scalability, flexibility, and global reach. Many highlight its wide range of integrations and ability to personalize messages across channels like WhatsApp and email.
Reviewers report that setup and configuration can be complex, often requiring technical expertise, and some find the pricing confusing or high as usage scales. They mention mixed experiences with customer support and note that non-developers may face a steep learning curve.
Select to learn more
Who uses Twilio?
Based on 506 verified user reviews.
Company size
Small Businesses
Enterprises
Midsize Businesses
Top industries
Use cases
Twilio's key features
GetApp's analysis of 52 verified user reviews collected between July 2021 and June 2024 identifies Twilio's most critical features and summarizes user sentiment about those features.
Reviewers appreciate Twilio's scheduled messaging capabilities. They report that it allows them to set messages to be sent at specific times, which is particularly useful for time-sensitive communications. Users highlight the convenience of automating message sends, freeing them from manual intervention. They find it helpful for planning marketing campaigns and follow-ups. Integrations with platforms like Bubble, Marketo, and Chili Piper are also noted, enhancing the functionality of scheduled messaging in Twilio. Of the 16 Twilio users who gave detailed accounts of their use of Scheduled Messaging, 94% rated this feature as important or highly important.
Users find Twilio's mass texting capabilities convenient and efficient for communicating with large groups. They report that it allows for quick and easy bulk messaging, which is useful for announcements, marketing campaigns, and urgent updates. Reviewers appreciate the customization options and integration with CRMs and telephony systems like 3CX. Some users mention occasional issues with message deliverability and costs, but overall, they find it a valuable tool for reaching a wide audience. Of the 23 Twilio users who gave detailed accounts of their use of Mass Texting, 91% rated this feature as important or highly important.
Reviewers highlight Twilio's message personalization capabilities as a key aspect. They appreciate the ability to customize messages with recipient-specific details, such as names and unique links, which enhances engagement and customer satisfaction. Users find it easy to implement personalized messages through templates and dynamic variables. They report that Message Personalization helps build trust and credibility with recipients, leading to better business relationships. Integrations with marketing platforms and APIs further enhance personalization in Twilio. Of the 17 Twilio users who gave detailed accounts of their use of Message Personalization, 88% rated this feature as important or highly important.
All Twilio features
Features rating:
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Twilio pricing
Pricing plans
Pricing details:
User opinions about Twilio price and value
Value for money rating:
To see what individual users think of Twilio's price and value, check out the review snippets below.
Shuchun Y.
Software Engineer
Bonnie B.
Digital Systems Manager
Twilio integrations (7)
Integrations rated by users
We looked at 506 user reviews to identify which products are mentioned as Twilio integrations and how users feel about them.
Integration rating: 5.0 (20)
“we tried an integration with zoho, but probably we are going to replace zoho soon.”
Alex R.
Tech Integration
Integration rating: 4.5 (16)
“It would be nice to have a bit more back and forth customizability, the existing integration gets the job done, but lacks feature richness.”
Parker D.
Lead Technical Success Manager
Integration rating: 4.7 (14)
“make.com, you need to add this option to the survey, same with Bird.com”
Giovanni G.
Product Manager
Integration rating: 4.6 (10)
Integration rating: 4.5 (8)
Other top integrations
Twilio customer support
What do users say about Twilio customer support?
Customer support rating:
We analyzed verified user reviews to identify positive and negative aspects of Twilio customer support.
A fair number of users say Twilio's customer support is responsive, helpful, and resolves issues quickly when contacted.
Multiple users appreciate the knowledgeable support team and timely communication, making setup and troubleshooting easier.
A portion of users report slow response times, unresolved issues, and difficulty accessing or reaching customer support.
Multiple users mention lack of follow-up, poor communication, and that some support staff lack product expertise or clarity.
Support options
Training options
To see what individual users say about Twilio's customer support, check out the review snippets below.
“It integrates with our system and they are responsive on the Support team.”
Meghann O.
Customer Success Manager
“The customer service was also good, and they were able to help me with any questions I had.”
Frederik S.
Ceo
“Level of customer service - our issue with the US carrier is being handled for more than 2 weeks with no success. And Twilio is based in the US.Use of AI in Customer support - no result, tons of disappointment.”
Tanya D.
Head
“Their customer verification process is unnecessarily burdensome and inefficient. Despite providing complete details about my LLC, business purpose, and intended use case in my initial response, I received identical verification requests from three different support representatives [sensitive content hidden], each asking for the exact same information.”
Justin B.
Manager
Twilio FAQs
Q. What is Twilio used for?
Twilio offers an API for phone services enabling companies to make and receive phone calls and send and receive text messages. It allows programmers to integrate various communication methods and to use existing web development skills and codes to solve communication problems. Twilio's offers APIs for SMS, voice, email, video, and authentication, allowing developers can integrate various capabilities to create innovative solutions that connect customers on their preferred channels. The platform also features a customer data platform, serverless environment, and AI-enabled tools to help organizations unify customer data, orchestrate journeys, and automate tasks.
Q. What level of support does Twilio offer?
Twilio offers the following support options:
Knowledge Base, Email/Help Desk, Chat, FAQs/Forum, Phone Support, 24/7 (Live rep)
