Overview
The Twilio Help Center is a centralized hub for customers to access assistance, resources, and solutions to their issues or questions.
What You Need To Know
For the fastest answers, use the Help Center Assistant, Twilio’s AI chatbot. It will help in easily finding content you need to resolve issues. Using the power of generative AI and natural language processing (NLP), the Help Center Assistant provides quick and accurate answers to your questions in a friendly conversational manner, while linking you directly to the source material from Twilio Docs, Knowledge Base, blogs, and more. For the best results ensure you are logged into your Twilio Console.
Simply enter a question into the input field. The answer you are provided will be followed with links to the sources of its answer - allowing you to dig deeper into relevant resources.
Frequently Asked Questions (FAQ)
How to use the Help Center Assistant? 🔗
Using an AI chatbot is like texting with a helpful assistant. You can request info, summaries, advice, or help with tasks, and if you need more detail, just ask. Chatbots remember the context, so you can build on your previous questions or explore other topics.
Asking questions
Our Help Center assistant uses natural language processing (NLP), which helps it interpret your words, analyze the meaning, and generate a helpful response in a way that feels natural. Essentially, it’s what makes the chatbot able to 'chat' like a real person, and adapt to different questions and phrases. Here’s some best practices when asking questions:
- Be Specific: Clearly state what you need and include key details.
- Keep It Clear: Use simple language, avoiding unnecessary jargon.
- Ask One Thing at a Time: Separate questions to make each one easier to answer.
- Add Context: Share any relevant background to clarify your question.
- Use Open-Ended Starters: Begin with "How," "What," or "Why" to invite more insight.
- Follow Up: Ask for clarification if needed to refine the answer.
These tips will help you get direct, valuable responses!
Browsing Twilio’s resources
The Help Center Assistant has been trained on all of Twilio’s public documentation. Twilio documentation resources include:
- Twilio Docs - Reference documentation for all Twilio products. Code snippets, tutorials, and sample apps for common use cases and communications solutions.
- Knowledge Base - Articles, like this one, where you can find answers to questions frequently seen by our Support agents.
- Twilio, SendGrid and Authy sites - sites that showcase the Twilio brands, platform and suite of products that help you build insightful paths to Customers, so they’re smarter with every interaction and able to outmaneuver your competition.
- Code Exchange - Use case examples and sample code snippets to get your started building with Twilio products.
- Guidelines - Regulatory and compliance information to help ensure you’re communicating effectively and compliantly.
- Twilio Labs - Community open source site with projects available to work on with us and other developers in the Twilio community.
- Twilio Blog - Company news, product updates, technical tutorials, and best practices from Twilio and authored by Twilions.
Getting troubleshooting steps
The Help Center Assistant can provide you with clear step-by-step instructions. To ensure you are getting the answers you need, consider these practices:
- Provide Context - Start by giving background information, including what product or platform you're using, where you are using this (for SMS, it's best we know the country you send from and destination phone numbers), and share any configurations that might impact the issue.
- Describe the Problem in Detail - Include any error messages, error codes, or specific behaviors you’re seeing.
- Share Recent Changes - Mention if you’ve made any updates, or changed settings recently. Knowing what’s new can be a clue to what might be causing issues.
- List What You’ve Already Tried: This avoids repetitive suggestions.
- Ask for Step-by-Step Guidance - This prompts the bot to provide solutions in a clear sequence rather than all at once, making it easier to follow along.
- Request Follow-up Questions - Encourage the chatbot to ask you clarifying questions if necessary, which can make it easier to troubleshoot accurately.
Prompt Examples:
Insufficient: “I need help with receiving calls” - this prompt question
- Lacks details on the specific issue,
- Doesn’t share context around your version of flex, recent change or actions you have already taken,
- Does not ask for specific guidance such as what logs to look at.
Best practice: "I’m experiencing an issue with Twilio Flex where agents can’t receive incoming calls. We’re using Flex version 2.0, integrated with our CRM, and the issue started after a recent update. I’ve already checked our internet connection and ensured that all agents are logged in. Can you help me troubleshoot this? Also, please let me know if there are specific logs I should review.”
Insufficient: “Twilio Flex isn’t working. Agents can’t get calls. Can you check?” - this prompt question;
- Is vague and is missing context on the product you are having an issue with
- Does not ask for specific guidance such as what logs to look at.
Best practice: "I’m having trouble with Twilio SMS – messages sent from my application aren’t reaching users in certain regions. We’re using the Messaging API, and I’ve verified that our account has enough balance. This started after we added new sender IDs. Could you help me figure out what’s going wrong, and let me know which logs or error codes I should look at for more information?"
Understanding errors:
Valuable insights are available to Voice and Messaging product users when logged into the Help Center. The Help Center Assistant can provide summaries of your message or call activity, usage metrics, and customized guidance based on an analysis of your Account data. See the Messaging and Voice Insight sections below for more details and eligibility information,
Messaging Insights: Helps you to analyze your application's messaging activities, identify and debug issues, optimize delivery, monitor fraud protection, and find areas to boost engagement with your end-users.
Note: This feature must be enabled in the Console under Monitor>Insights>Messaging.
Here’s some question you can use to get started;
- What are the delivery rates for my messages, both incoming and outgoing?
- What caused delivery rates to drop during a certain time period?
- What errors have I had in the past 5 days on messages?
- How many of my OTP messages are converting successfully?
- What is the volume and distribution of my scheduled messages for the coming week?
- What is the click through rate of my messages using shortened links?
Voice Insights: Provides call quality analytics and aggregation tools for investigating Twilio calls and conferences. Using TCX Voice Insights through the Help Center Assistant allows you to make queries to the conversational AI to provide both personalized responses (Based on calls to the Stats and Trends APIs) and contextual recommendations on what you can do to self-serve some connectivity and audio quality issues.
Note: While all Twilio Voice Customers have access to Voice Insights data for the past 7 days, TCX Voice Insights is focused on those Customers who subscribe to Voice Insights Advanced Features (VIAF), which provides access to 30 days of data and other programmatic functionality.
Here’s some question you can use to get started;
- What has my call latency been over the last 30 days?
- How has my call quality been trending in the last week?
- Can you give me voice trends over 7 days with a focus on total call metrics?
- How do this week’s calls compare to last week’s calls?
- How many dropped calls have I had in the last thirty days?
- What is my inbound versus outbound call quality?
- What is the biggest problem with my calls?
- What can you tell me about my calls today?
- What hour of the day has the most call volume?
- What was the longest call in the last week?
- Are there any spikes in my call volume?
Connecting to a Support Agent:
If you still need to connect directly with a Support agent, once logged in, the chatbot can assist you in connecting through the contact methods provided with your Support Plan subscription. Learn more about Support plans here
How do I contact Support? 🔗
Twilio offers 24/7, 365 days a year Support for all our products. While all customers have the ability to open a web request ticket with Twilio Support, please note that some contact options are only available to members with a subscription to a Support plan. To find a list of available options and their features, see our Support Plans overview page. To view or change your current Support plan, see the Support Plans page on the Help Center.
Opening a Ticket
All Twilio, SendGrid and Authy Customers can open Support tickets. Customers on the free Developer Support Plan are required to go through the AI chatbot first, and if unable to find the answer, the chatbot will seamlessly offer you the option to open a ticket.
Customers on Production, Business or Personalized Support plans have access to the AI chatbot plus the ability to open a ticket from the left navigation menu (when logged in).
Starting a Live Chat
Live Chat is available to Customers on Production, Business or Personalized Support plans. Connect 24/7 with a live Support agent for all your mission-critical services to help you with your query or connect you with a specialist to work with you to resolve your issue.
You can start a live chat from a conversation with the AI chatbot. If you feel you need more help, just ask to talk to Support, and then select Get Started from the center card titled “Chat with live agent”. Your conversation will be transferred to a Support agent, along with a transcript of your conversation history, so that they know more about the topic and specifics of what you need to solve.
Alternatively, you can start a Live Chat when logged in from the home page, by selecting the Chat with a live agent under the prompt questions.
Connecting to Phone Support
Phone Support is available to customers with Business and Personalized Support plans.
Via the AI Chatbot: During a conversation with the AI chatbot, if you need additional help, simply ask to "Talk to Support" and follow these steps:
- Log in if prompted.
- Click Get Started on the Call Support card
- In the Phone Support window, choose the best dial-in number based on your country, and have your PIN ready.
Via the Support Plans Page: If you are on a Business or Personalized Support plan, you can access your support contact details directly:
- Log in to help.twilio.com.
- Click on the “Support Plans” link in the left navigation panel.
- Select "See Support Phone Numbers" to view available dial-in numbers and your account PIN for reaching Twilio Support.
Note: Customers with a Personalized plan can also find their Technical Account Manager’s (TAM) contact number here.
How do I provide feedback? 🔗
Your feedback helps us improve! Here’s how you can share your thoughts with us;
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AI Chatbot - Thumbs-up, Thumbs-down: Let us know if the chatbot’s response was helpful by selecting the thumbs up or down icon. If it wasn’t helpful, you can also add comments to tell us more.
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AI Chatbot Customer Satisfaction Survey: This survey gives us insight into your satisfaction with your chatbot experience, allowing us to identify ongoing improvements. To complete the survey look for the button to the right underneath the chatbot answer, and click “Provide Help Center Assistant feedback”.
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Feedback via Support Ticket: We are also happy to receive your feedback in the form of a Support ticket. If you have any suggestions or comments to share, please add it to a ticket, and submit it to our team.
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Ticket Customer Satisfaction Survey: After working with a Support agent, you’ll receive a survey to let us know how satisfied you were with the resolution process.
Additional Information
Getting to the Help Center from Console 🔗
- Go to the upper right corner and click on the question mark icon
- Select the Help Center from the list of options.
Switching between Accounts 🔗
You must be logged in to switch between Twilio accounts.
Via Console:
- Go to console.twilio.com, or from the Help Center and click on Switch Products in the right corner of the top navigation bar.
- Select Twilio Comms
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Click the Account Switcher drop-down box along the top bar and navigate to locate the account, choose one of the following to find your account;
- Select a recent Account to switch.
- Select View all Accounts to see a list of accounts your login has access to, and then click on the Account.
- Select View all subaccounts to see a list of the subaccounts under the currently active parent account.
Via the Help Center:
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Click the Account Switcher drop-down box along the top bar and navigate to locate the account, choose one of the following to find your account;
- Select a recent Account to switch.
- Select View all Accounts to see a list of accounts your login has access to, and then click on the Account.
- Select View all subaccounts to see a list of the subaccounts under the currently active parent account.
Escalating tickets 🔗
When submitting a ticket it’s best to assess the initial priority setting: When you submit a Support ticket, you can select a priority level based on the impact of the issue on your business. The priority levels are:
- Priority 1 (Business Critical): For complete loss of service or a significant feature that is completely unavailable, with no workaround.
- Priority 2 (Degraded Service): For intermittent issues and reduced quality of service, where a workaround may be available.
- Priority 3 (General Issue): For product questions, feature requests, and development issues.
For Personalized Support plan Customers, escalating tickets using the premium Escalate feature allows you to raise your tickets priority by;
- Login to help.twilio.com
- Go to Ticket History on the left navigation bar
- Select the ticket you need to raise the priority level on
- Scroll to the bottom of the ticket details page and add a comment
- Click Escalate.
Please note; - You must wait 30 minutes before you are able to use the Escalate feature. If you need urgent Support please reach out to your Technical Account Manager.
- Escalations can only be submitted 2 times before they reach the highest priority level.
All Customers have the ability to request their ticket be escalated by reaching out to Support and requesting the priority level change.
Please note, Twilio reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. See more about Twilio Support's priority and guaranteed response times.
Check the status and respond to your Support Tickets 🔗
Support Ticket Statuses
- New - Ticket received, but not yet assigned for work.
- Open - Ticket assigned, and ready for work.
- Pending - Ticket updated, and awaiting your response.
- Hold - Ticket waiting on resolution from outside of Support (Carrier, Product, etc.)
- Solved - Ticket marked solved by Support, but can be reopened for 14 days.
- Closed - Ticket solved for 14 or more days, and can't be reopened.
Responding to Support Tickets
Via email: You will receive an email each time a ticket is created, or a response is provided. To reply via email;
- Open the Support ticket email
- Select Reply, or Reply All if you have any additional people cc’d
- Type your response above the text “## In replies all text above this line is added to the ticket ##”. Any responses you provide in the ticket below the line above will not be recorded or visible to the Support agent. Tip: If you are responding to questions asked by Twilio Support, copy and paste them above the line and then provide your answers.
Via the Help Center:
- Login
- Go to Ticket History on the left navigation bar
- Select a ticket you want to review
- Add a response or provide more information in the Comment field.
Please note, if the ticket is in the Closed status you will not be able to add comments.