The Twilio Help Center currently supports Twilio Communications and Software customers. Twilio launched the new Help Center site in the fall of 2023 as the first step in our goal to improve and unify our online customer support experience across all products under the Twilio brand. This article walks through some of the features found in our new site, and explains how to use it.
Table of Contents
- New Help Center features: Switching between accounts + the new location for checking Twilio system status
- Help Center Overview: Overview of changes on the new Help Center site.
- Using the New Site: Instructions for how to use the new site and contact our Support team.
New Help Center Features
See what’s new in the Twilio Help center, and learn about new functionality available.
Account Switcher available in Help Center: This feature is designed to streamline the process of managing multiple Twilio accounts and sub-accounts by allowing users to select and toggle between directly from the Twilio Help Center. The Help Center and the Twilio Console are synced, allowing for toggling between them from the same account. (Go-Live 30-January-2024)
Twilio system status change: The Status page feature received a UI update - changing from a large drop-down menu next to your Support Plan, into an icon in the upper right corner.
Help Center Overview
Our Customer Help Center was built on our new web platform and includes on-site support plan and ticket management, a new improved smart search, and our updated ticket submission process.
The website platform gives our engineering team more flexibility than ever before. This allows Twilio to bring you features and integrations in the future to make sure you get world class support.
In the future, we'll be adding additional Twilio product brands, with the goal of providing a single Support experience to all of our customers.
Updated smart searching
The new search allows you to find helpful content from any of our existing documentation sites - Twilio API Docs, Twilio Blog, and our Support docs. Our learning engine pays attention to searches and user ratings for the results, so it can improve over time, and provide helpful suggestions as you type.
Ticket submission and management
Our new support request form speeds up ticket submission, allowing you to get responses faster. We've removed the cumbersome drop-down menu that was filled with too many conflicting and confusing product names, and will now be deriving the product details via our custom-trained Machine Learning model. With this change, our goal is to reduce the fuss, making submitting support requests easier, and allowing us to route your questions to the correct support team the first time.
In the future, we'll be adding additional ticket management features to let customers find and view tickets faster.
Using the Site
In this section, we'll give a step-by-step explanation of how to use the various features and functions for our new Help Center site.
Access the new Help Center site
Via Console: Click 'Docs and Support', and then select Help Center.
Via the new Help Center: Access help.twilio.com, and then click Login.
- From the new Help Center site, enter your desired search terms, and then press Return on your keyboard, click the magnifying glass icon, or click one of the suggested search strings.
- The search results will be displayed. Click one of the results to view the entire article.
- Recommended solutions resolve most user questions.
- For additional results, click View More.
- Click the thumbs up or thumbs down below a search result to tell us if it was or was not helpful.
- If you still need help after reviewing the article, please see the next section for Contacting Support.
Note: Some search results may point to API documentation or blog posts hosted on a different site. Users viewing this content that need additional help will need to return to the Help Center by navigating back to that browser tab, or clicking the Back button in their web browser.
From the new Help Center site, reach out to Support to get help via your desired channel.
Submit a ticket: Scroll to the bottom of a Support article or the expanded search results page, and then click Contact Support.
Note: Users may need to click 'View More' to expand the search results page.
Open a Chat (Paid Support customers only): Click the Chat with us widget along the bottom right-side of the window.
Note: See the Help Center Support Plans page to learn more about paid support plans and upgrade.