From calling within an application to sending boarding passes via WhatsApp. Below we have a few practical examples of how Twilio works in real world scenarios.

Calling via Twilio

Ever had to call your Uber driver from the app to clarify where you’re waiting? The calling is made via Twilio. The Uber app makes an API call to Twilio to initiate and connect the call. The voice data is carried securely by Twilio and not the Uber app. The app just does the initial handshake between the Uber app and Twilio.

Most modern CRM systems have calling functionality. Calls are initiated by the CRM user from inside the CRM application. They can be recorded and stored in the CRM for a manager to review. The secure calling, recording and voice file storage are all done by Twilio. Below is a screenshot from HubSpot CRM.

Boarding passes to WhatsApp via Twilio

Have you ever requested an airline boarding pass to be sent to you via WhatsApp? Your boarding pass and a personalised message are likely sent securely using Twilio.

Twilio functionality summary

Twilio communication channels

Messaging: SMS, MMS, WhatsApp, Facebook Messanger and Chat.
Voice: Make, receive, and monitor calls around the world.
Video: Make video calls, e.g. telehealth and education.
Video streaming: Build your ideal live streaming applications.
Email: Email marketing campaigns with Sendgrid.

Twilio applications

Twilio Flex: Cloud-based call centre software for distributed customer service teams.
Twilio Frontline: Programmable mobile app for sales teams.
Account security: Identity verification via SMS, voice, email, OTP and push to prevent fraud.
Twillio Segment: Customer Data Platform aggregates customer data sources and personalises communications with the aggregated data.

And the more traditional telephony products are called Twilio’s ‘connectivity’ products.

Connectivity

SIP Trunking: Connect to any country at the lowest rates.
Phone Numbers: Get local, international and toll-free numbers.
Short Codes: Send text and picture messages.