"Great service but suffers with our local operators"

Twilio serves our SAR operation quite well and their service support is friendly and helpful. Mostly all issues we have are due to our local service providers but they do work hard trying to sort it out.

"Love using Twilio to send text messages from my website"

We provide a web-based software platform for swim teams and communication is one of the key components of the solution. We've been using Twilio's SMS service for years now and love it!

"Works Good Off The Shelf"

I am using Twilio with a phone-tree app. This allows Sprint cell customers to read the text messages. Before, Sprint cell customers would only receive empty text screens. Another benefit is AT&T cell customers see the "from" text number, where before they received only an incrementing 10 digit number; AT&T was seeing the text as an email, and sending as an email.

"Decent prices, excellent support"

We occasionally trial other vendors for our SMS needs and what we find is that you do, in fact, get what you pay for. Account management and support is excellent and keeps us as customers in spite of higher prices.

"great messaging service"

Does everything we need and more!

"Great!"

Easy to navigate, quick and effective!

"great service"

never had a problem

"Works fine but accidentally deleted account with no ability to restore"

Everything was going well with Twilio for a while. We put in a support request to transfer a phone number from 1 account to another - A support member then accidentally deleted our account, then apologised but informed us it was impossible to restore the account.

I have clients paying me for call tracking and call recordings, which Twilio screwed up. The support were very unhelpful in this aspect, telling me I should just download all of the MP3 files because they aren't sure how long it will be until their system removes them, I told them my system that was built around Twilio didn't have that capability, but apparently that was my problem, not theirs.

I made a new account and had the numbers eventually recovered, but not the recordings etc, they are stuck under the old account where I'm informed they should stay. The cost of this was me working late multiple nights and missing my weekend, missing dinner at home, and almost $1000 in payments to a developer to work overtime making changes to our system to connect with new Twilio account whilst still loading recordings from the old account, missing friends birthday celebrations and dinner.

I'm down a few evenings and $1K, but not to worry, they gave me $100 in call credit to make up for something which was 100% their screw up.

I'll use them because I don't want to move over to a new system just yet, but my recommendations to friends and others in the industry, of which there were many,.have completely stopped.

Use Twilio if you want something cheap and sort of works, but for anything mission critical, I would build with another platform.

"Excellent"

Easy to work with twilio, nice support. And great stability.

"Great Functionality; Documentation Could Be Better"

The Twilio API is extremely capable, and you can do pretty much anything you can imagine involving a phone with it. However, the documentation for their official API wrappers is very minimal. I've had to assemble most of my code through a combination of hacking together sample code from several different sources and trial and error.

I was also a little disappointed in the TwilioJS library, which does a nice job of powering WebRTC connections, but lacks basic metadata about those calls, such as the Call SID. This means you have to send a separate query to the API to comb through all calls until you find the one that your session is connected to. Just seems like a lot of unnecessary overhead.

Overall, they offer a good service, and I'll likely continue to use them. I'd be ranting and raving though if they could improve those two areas.