Twilio is a reliable cloud communications platform with extensive API and documentation.
Users found its reliability and ease of use satisfactory, but some have had billing and account management issues. Its reviews are not good.
The latest update was in March 2025.
Twilio is a cloud communications platform. This SMS company was established in 2008 and is now a global business with 26 offices in 17 countries and counting. Twilio has the infrastructure to support communications worldwide. They are offering their infrastructure to support the distribution of communication messages around the world.
Twilio offers communication channels such as text messages, voice, chat, and video using its sophisticated APIs and range of platform applications, which developers can easily use.
Businesses of all sizes use Twilio’s platform to establish and expand their communication channels. The company also provides a range of tools and services to assist programmers in designing and operating communication apps.
Twilio has a vast range of features to satisfy business needs, providing the tools for effective distribution of communication and marketing promotions. Their platform comes pre-integrated with channels such as email, SMS, voice, meta (Facebook), Messenger, and WhatsApp, all of which can be used to contact the end users on their chosen channels. With the opportunity to follow how users interact across their platforms by integrating the business CRM with Twilio, you can better know your customers’ needs and wants.
It has the infrastructure businesses and organisations require for scalability and uptime assurance. They will write custom code to expose an API for the company and build your app in the programming language you already know and will quickly adapt. Their software and platforms can effectively reach the end users, whether customers, clients, or employees, within a short period.
As a natural part of this SMS provider, it can distribute and receive global SMS, MMS, and chat messages from any App, with the capability to ensure the message is delivered using its intelligent delivery features.
This provider enables Voice over Internet Protocol (VoIP) delivery of voice communications and multimedia sessions over the Internet and messaging to be embedded into your web, desktop, and mobile software. The design workflows with their API are managed for advanced call control by making, receiving, and controlling calls from any app.
Additionally, it provides a two-factor authentication service that strengthens the traditional login for websites through its software delivery and licensing. In this model, the software is accessed online via a subscription rather than bought and installed on individual computers and mobile applications.
Twilio’s tracking system allows businesses to measure the effectiveness of their communication or marketing messages. They can match inbound calls to campaigns, maximizing the benefit of advertising spend based on performance.
Twilio has a flexible set of pricing options based on a usage-based ‘pay-as-you-go’ with discounts dependent on the volume of SMS distributed. It charges 5.5 cents for text messages, and the fee is less than one cent to receive a text message. This pricing is comparable to other bulk SMS providers. It tends to be similar in pricing for volumes of up to 100,000 plus and cheaper for under that volume number. However, Twilio charges more per SMS for larger numbers of SMS distributed every month. Also, several other SMS providers do not charge for receiving text messages. It states on its website that its sales team is accessible to a discussion about discounts when the business is committed to usage.
Twilio’s pricing schedule is relatively unique in that it offers a range of prices depending on the type of service the business may wish to engage. For example, Programmable SMS starts at $0.0075 to send or receive a message; programmable voice starts at $0.0085 per minute. API for WhatsApp starts at $0.0042 to send a WhatsApp Template message and $0.005 for WhatsApp Session messages. See Twilio’s website for the complete range of pricing options.
Twilio provides free support, a free trial using their API and the ability to scale up or down without contracts.
Twilio is a well-known SMS gateway service with a solid track record of timely and reliable message delivery. The company constructed its platform with redundancy and failover techniques to maintain high availability and message delivery rates despite network failures or disruptions. The company offers a strong API, thorough documentation, and support materials to make it easier for developers to incorporate Twilio’s services into their apps.
The Twilio website states that they experience a 99.95% uptime Service Level Agreement (SLA), which is made possible with automated failover and zero maintenance windows. This uptime level is comparable to similar SMS gateway providers, which is reassuring. However, there is no mention of the latency aspect of how long it takes for a text message to be received by the end-user once it has been sent off.
Overall, Twilio’s dependability as a provider of an SMS gateway has made it a well-liked option for companies of all sizes wishing to employ SMS-based communication solutions.
Twilio has a customer service centre with a 1 800 telephone number, but it does not state whether it offers out-of-hours service. They also have a form the business or individual can complete to reach their customer support team. Their Q&A section is quite comprehensive and should be able to answer most inquiries if you do not wish to discuss them directly with the customer support team.
It has some impressive clients, such as Cisco, Airbnb and Netflix.
From security, confidentiality, and privacy aspects, Twilio protects customers using intuitive APIs designed to ensure security and avoid fraud. For example, it uses masked phone numbers to protect sensitive data while allowing direct communication. It checks users’ registration data against phone number data such as line type, location, and caller name to avoid fraud.
Twilio complies with the General Data Protection Regulation (GDPR) and possesses ISO 27000, which provides a globally recognized framework for best-practice information security.
Its review rating is terrible, with a TrustPilot rating of 1.1 on 646 reviews.
The SMS Comparison Tables and associated sites have been developed by a group of experts in the SMS industry who have seen the need for a simple, effective way to educate people and businesses about the different aspects of SMS providers so that they can make a good and proper judgment before engaging the services of an SMS gateway provider.
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Last updated in March 2025