Excellent customer communication is essential for the growth of any business, and the same can be said about proper time management. The Twilio SMS service, on the other hand, comes with the promise of helping you manage customer communication quickly and seamlessly. And for this reason, you can meet your customers' expectations for a responsive company that communicates with them using their preferred channel.

What's more, if you're also juggling between meeting deadlines and delivering a quality product, the Twilio SMS service can help you save time. It allows you to employ bots that can handle the caller's request on your behalf and carry out related tasks. As such, you can have enough free time on your hand to focus on other vital areas in your company.

About Twilio

Twilio is a San Francisco-based cloud communications platform as a service (CPaaS). The platform was founded in 2008 as an all-in-one messaging tool for developers. So, what is Twilio used for? Twilio is used to build an API that connects customers on messaging platforms, including WhatsApp, Facebook Messenger, Chat, SMS, and MMS, in one place.

As a result, you can communicate with all your customers from one user interface and at one click. What this does is save you the time, money, and effort that would've been spent to send and receive messages on different messaging platforms. It also makes it easier to manage customer requests from a single location.

How Does Twilio SMS Work

Here is a review of the Twilio SMS service:

Programmable SMS:

Twilio allows you to build an API that can be used to receive and send SMS messages across the globe. To make this possible Twilio has a service called Twilio Conversations. The latter provides you with components, channels, and infrastructure to create cross-channel conversations. These tools enable you to manage communications and respond to thousands of customers using the channel they prefer, but right from Twilio.

On the same note, Twilio enables you to add, remove, or transfer customers on your Twilio list, which you communicate with. There's also the option to store customer messages to ensure that you do not miss out on the tiniest details which can be referenced in the future. With the message history, you can determine what customers want most and their major areas of concern.

Coding for Developers:

In order to program SMS messages on Twilio, developers or businesses need to build a code that will help them to transmit messages to millions of customers across the world. While that may sound like a lot to deal with, it's quite easy since the Twilio Autopilot service has provided helper libraries. These aids monitoring and debugging tools which help to build your code faster.

Over and above that, you can build and train intelligent bots that automatically respond to the customer's queries. According to Twilio, its Autopilot's speech recognition and NLU engine help to interpret the customer's messages and ascertain their intent and the task to be accomplished.

Besides, you can choose to customize specific tasks to be executed based on the customer's responses. The bots can also be made to learn to be well-positioned to answer new queries. This feature and many more saves you the extra time of typing up responses manually since there is an intelligent bot to do so on your behalf.

Other features of Twilio include:

  • Webchat
  • Call tracking
  • Push notifications
  • Phone verification
  • Alerts and notifications
  • Omnichannel contact centre

How Much it Costs to Use the Twilio SMS Service

If you're wondering what the Twilio international SMS rates look like or generally, the Twilio SMS pricing, here's a breakdown:

  • Programmable Video: $0.0015/min per participant.
  • Programmable Chat: $0.03 per active user per month.
  • Programmable Wireless: $2.00/SIM card and $0.100/MB
  • Programmable SMS: Starts at $0.0075 to send or receive a message.
  • Programmable Voice: Starts from $0.013/min to make and $0.0085/min to receive a call.
  • Twilio API for WhatsApp: Starts at $0.005 for WhatsApp Session messages and $0.0042 to send a WhatsApp Template message.
  • Elastic SIP Trunking: Starts at $0.0045/min for origination and $0.007/min for termination.

Is Twilio SMS free? No, it isn't, but you are given a free trial credit to see what the service is all about. Likewise, Twilio is an inexpensive way to reach more customers; however, funds are required to take advantage of the service entirely. Then can you ascertain its level of performance and compare it with other platforms offering the service to see which is better.


Twilio SMS Service makes handling customer communication more accessible, faster, and more convenient. Supporting a wide range of platforms also ensures that your customers receive responses in their preferred channel. On the contrary, you can set up an intelligent bot to monitor these conversations and carryout out specific tasks. In the end, you would've successfully rendered excellent customer support while freeing up time to carry out other functions in your company.