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Customer engagement platform
our rating 4.5 out of 5 Stars

TwilioProduct Overview

  1. About Twilio
  2. Pros of Twilio
  3. Cons of Twilio
  4. Breakdown of core features

Twilio product overview

Twilio is a customer engagement platform that connects organizations to customers on any digital channel. It empowers marketing teams with modern engagement tools and unlocks data for personalized interactions at scale. It allows marketers to tailor messages to customers using flexible tools to drive interest.

Twilio provides APIs for any channel, built-in intelligence, and global infrastructure to support businesses as they grow. Marketers can cater to customers on various channels, including SMS, Facebook Messenger, RCS Business Messaging, LINE, or fax.

The platform lets teams build a comprehensive view of customers’ interests and preferences. It enables businesses to put the data from customer interactions to work in marketing campaigns. Using Twilio, organizations have the ability to develop versatile and responsive text marketing to create the ideal customer experience for users.

Pros of Twilio

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  • Twilio allows businesses to communicate on channels their customers prefer. Marketing teams can send and receive SMS, WhatsApp, and chat messages. They can also use voice solutions and email conversations as well as embed video experiences.
  • Organizations can track conversations seamlessly across SMS, Facebook, and RCS Business Messaging. Therefore, when customers reply to messages, they can follow up instantly.

Cons of Twilio

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  • According to some users, Twilio takes a significant time to implement.
  • Others commented that the software has a steep learning curve.

Breakdown of core features

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Programmable messaging API

Twilio lets businesses integrate a single API to reliably send and receive SMS, MMS, and WhatsApp messages. Users can dispatch notifications, alerts, and marketing messages on multiple channels with one API that has software for managing phone numbers, deliverability, compliance, and replies. The software also facilitates high-volume messaging with compliance built-in. In addition, users are able to select short codes, alphanumeric sender IDs, and toll-free numbers.

MMS messaging

The platform enables companies to transmit MMS and add multiparty, multichannel messaging. When the business is ready to deploy additional channels, it can also use voice, video, and email tools.

Voice API

Organizations can build a scalable, adjustable, and engaging voice experience with customization options and resources from Twilio. The software delivers a voice API with access to global carriers, indefinite scaling, and private connections to the cloud.


Users can convey highly-targeted marketing communications to the right customer on the right channel with Twilio. Furthermore, teams get insight into the way customers interact with campaigns on every channel.

(Last updated on 02/02/2022 by Liz Laurente-Ticong)

Quick Facts

  • Industry Specialties
    All Industries
  • Pricing
  • Works Best For
    Any Sized Businesses





  • Twilio Flex (Call/Contact Center)
  • Twilio SendGrid Marketing Campaigns
  • Twilio SendGrid Email API
  • Programmable Messaging
  • Programmable Voice
  • Programmable Video
  • Twilio Conversations
  • Programmable Wireless (IoT)
  • Short Codes
  • Developer Tools


  • WhatsApp
  • WordPress
  • Mailchimp
  • Google Forms
  • Housecall Pro
  • monday.com
  • HubSpot CRM
  • Zoho CRM
  • Freshdesk
  • Zendesk

Pricing Model

  • Pay-as-you-go


  • English