Overall experience with
How helpful reviews are selected
Favorable Review
Product: Twilio Customer Engagement Platform
Twilio takes all of the complexity out of communication, offering a comprehensive set of APIs to send and receive messages or calls
Critical Review
Product: Twilio Customer Engagement Platform
Twilio Provides Feature Depth Yet Faces Criticism Over Support and Usability
Likes and dislikes about
likes
I appreciate the documentation and sample code, which makes it easy to understand step by step the necessary information for a developer to stand up a new project to communicate directly with customers. The power of Twilio is that they obfuscate all of the tedious rules and regulations and integrations with every provider, so we don't have to worry about the reliability of delivery of our messages; when something changes behind the scenes, no updates are required on our part since Twilio seamlessly keeps their systems working as intended. Finally, the monitoring and reporting of message delivery is very detailed, including the ability to re-process any failed requests directly from the monitoring page.
January 8, 2026
dislikes
The biggest frustration is the customer support, it's often slow (needing multiple follow ups for a response). Twilio's platform itself is not intuitive for new users, and the documentation is extensive but not always clear. There is a bit of a learning curve, which means you need to dedicate time and resources to get the most out of Twilio.
September 11, 2025
This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.