Twilio for Salesforce: Send and Receive SMS in Minutes

Works fine - for now. No support

Has not been updated in over a year. API versions are now significantly outdated. Support will not provide any information about future updates

Unusable and Worst Customer Service

I sincerely wish zero stars was an option. This app has been in 'beta' for years. When it worked, it was a good app. When it failed, support was non-existent. We've had tickets open for months before. Most recently, we went to our account manager in a desperate plea hoping they could help get our tickets looked at. We were told we needed to buy a support plan to guarantee assistance. We immediately did so, only to find out that support plans 'don't cover beta products'. Our account manager ghosted me when I pointed this out. We have finally migrated to a new app which has gone incredibly well, but now I'm being ghosted on being able to close out our account - account manager said to put in a ticket, ticketing said 'the team isn't dedicated to service so it will be a few days before you get a reply'. It's been a week already.

If I Could Rate Them Half a Star, I Would

I have been working, or rather, trying to work with Twilio to resolve an issue going on six months now. Their service is by far the worst I have ever run into. I would not suggest this service to anyone I work with or for. Do not buy into this product and look elsewhere for an app that actually have a support system.

A good app but support is lacking

This has been used in our org for over 12-months and it has worked well with our automations, but all incoming messages have bluntly stopped being created in Salesforce since 30/5/23 (so we're not unable to process Opt Outs and act on client messages). We're totally struggling with support to identify the cause. UPDATE: 31/01/24 Were told it's a Beta product and no support teams available to help. So that's over 7-months of no incoming messages to Salesforce. Unbelievable. Time to switch to Mogli.

Unsatisfactory solution

This product ended up causing us compliance issues. The app did not automatically add STOP verbage and also did not unsubscribe contacts automatically after a Contact replied with STOP. Also it did not handle duplicate phone numbers/contacts, as well as does not have MMS capabilities. Aside from that, it was a basic solution, I was expecting more since this is from Twilio itself.

Lacks ability

Mapping fields across modules, formatting such as new lines/date fields all seem a challenge with little guidance or ability to create from the Apex Builder. Inbound SMS never seem to work to monitor. Poor functionality on process builders which completely fail if a mobile number doesn’t exist. Lacks support

User friendly and economical

I have used Twilio for Salesforce and it went pretty good ! Easy to configure and use. Had a good experience working on this app.

Product marketing misleading --> in beta and not working!

Very disappointed that this app is presented as ready-to-go when in fact it is in BETA and not covered by a Twilio SLA. We therefore encountered all sorts of bugs and it took ages for us to hear back. Only weeks later did Twilio inform us that the product was in beta, which I saw only later in a small note on the top of their docs page.

Appointment reminders working great and wonderful technical support!

We are still piloting Twilio for appointment reminders through Salesforce but have plans to go live soon. Surprisingly, the biggest challenges have been on the Salesforce side rather than with Twilio, which has been smoothly sending both text and voice call reminders. Twilio sales support wasn't responsive or terribly helpful, but Charlie provided amazing technical support around the Twilio configuration and studio -- going above and beyond to work through problems with us and make sure we had everything we needed to move forward. The Twilio nonprofit discount was a big factor for us as well, but that kind of technical support is critical in making an initial decision and makes me feel good about a long-term Twilio solution. We're very excited to have this tool and believe it'll make a big difference in our cancellation/no-show rates. Thanks for all your help, Charlie!

Inbound SMS issue

I received a trigger error when sending inbound SMS using this application. I raised it with their support team and had to wait over 2 weeks for a product manager to even respond to my ticket. He told me other users had experienced the same issue and they were still trying to find a solution to the problem. When I let him know that my trial had expired and I had uninstalled the application, I received no reply!