Contacting Twilio Support – Twilio Support

Objective

Twilio Support is available to answer any questions you have about product capabilities, building Twilio apps, and troubleshooting. This guide explains how to best reach out to them.

Notice: If you're receiving an account error that asks you to contact Support, please check your email or open tickets for a notice from Twilio. For the quickest turnaround, please respond there, and your request will immediately be routed to the correct team.

Note: If you're not a customer yet and are interested in using Twilio for your business, please use our Contact Sales form.

Environment

Twilio Console

legacy Twilio Console

SendGrid Console

Segment Console

Procedure

Twilio Console

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.

legacy Twilio Console

Step 1: Ask our Help Center Assistant for help answering your questions

Visit help.twilio.com to search for answers to any questions or issues you're running into. There you'll find the Help Center Assistant, our AI-powered chatbot. Help Center Assistant is able to provide solutions from content on any of our external documentation sites, including API docs, Support knowledge base articles, Blogs, Code Exchange, Twilio Labs, Guidelines, and more. It asks clarifying questions to make sure it understands your issue, and can also help you submit a ticket if it detects you need assistance. Follow the steps below to try and find answers to your issues.

Click one of the listed popular searches, or enter a custom search, and then press Return on your keyboard, or click the blue arrow icon to submit it.
The Help Center Assistant will respond with a solution to your question.
- Click the thumbs up or thumbs down icons below a search result to tell us if it was helpful or not.
- To revise your question, modify your search string, and then press Return on your keyboard, or click the blue arrow icon.
  - Ask for more help if you need to submit a support request.
- Click one of the source articles below your solution to view it.
  - Note: Some source articles may point to content hosted on a different site. When viewing this content, you can return to the Help Center by navigating back to that browser tab, or clicking the Back button on your browser.

Step 2: Select the right account in the Account Switcher

When reporting issues or asking for help, we ask that users submit their request from the account where the reports took place. This allows us to more easily identify any status issues or error notifications on your account, which aids troubleshooting, and helps to speed up resolutions.

If you have access to more than one account, please verify that the right account is selected in the Account Switcher.
If a different account is selected, please click the Account Switcher drop-down menu, and then select the affected account before submitting your ticket.

Step 3: Submit a Support request via your preferred channel

If you can't find what you're looking for in our documentation, don't worry, we're here to help. We offer a number of options for requesting help from our team, including a ticket form submission, live chat, and phone calls. All customers can submit a request via the ticket form request, and our knowledgeable Support staff will respond - usually within 24 hours. Customers with upgraded Support plans have access to faster guaranteed response times, live chat requests, and phone support for some users.

	Help Center Assistant	Direct Submit a ticket form link	Live Chat	Phone Support
Developer	✔	X	X	X
Production	✔	✔	✔	X
Business	✔	✔	✔	✔
Personalized	✔	✔	✔	✔

To see a list of available support 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.

Notice: Live Chat and Phone support are not available for some of our engineering products. The following products are limited to email/ticket support only: Programmable Video, Conversations, Studio, REST API, Functions/Serverless, Twilio CLI, Event Streams, Sync, Notify, Frontline, NTS.

All users

Submit a ticket using the Help Center Assistant: Ask the Help Center Assistant for additional help or to contact our Support team, and then click Get Started from the dialog. The Assistant may ask additional clarification questions, to ensure your request is routed to the right person who can provide your answers.

Note: Alternatively, you can click the thumbs down icon below any Help Center Assistant response, and then select the Submit a Ticket option.

All paid Support (Personalized, Production, and Business) contact options

Submit a ticket directly: Click the Submit a Ticket link in the left-side navigation panel to create a new support request.
Open a live Chat with Support: Click the Chat with a live agent link below the Help Center Assistant prompts to initiate a live chat with Support.
Submit a ticket via the Help Center Assistant: If you're seeking answers through the Help Center Assistant, but need to contact Support, you can simply ask to speak to Support in the chat. When Help Center Assistant understands that you need additional help, all available contact options for your Support plan will be displayed - just click Get Started under your desired channel. It may ask additional clarification questions, to ensure your request is routed to the right person who can provide your answers.

Supported attachment file types

Twilio Help Center allows for audio, image, and video file attachments, as well as the following file types:

.csv
.doc / .docx
.har
.json
.pcap
.pdf
.ppt / .pptx
.rtf
.txt
.xls / .xlsx

Step 4: Monitor and respond to your open support request

Twilio's Support team will respond to your request, and may ask for additional details or clarifications.

All requests should receive an email confirmation on submission, as well as for any updates from our Support team. Users can respond to our Support team by replying to the email notification.
Users who submit their ticket while logged in to their account can view and respond to their requests via the Help Center Ticket History page. For more help, see Managing your Twilio Support tickets.

Once your questions have been answered, you can close your request via a solved link in email, or in Console.

SendGrid Console

Step 1: Check resources for answers to your questions

We have two great resources for documentation to help answer your questions:

Twilio SendGrid Docs: Our SendGrid Docs includes how-to tutorials, setup guides, API definitions, and sample code for each language our SDKs support.
Twilio SendGrid Help Center: Our SendGrid Knowledge Base contains articles with in-depth troubleshooting help, information about billing, account management, and answers to frequently asked questions for developers and end users.

If you're unable to find what you need in one of these resources, please continue to step 2.

Step 2: Login and ask the AI Help Center Assistant

To start a conversation with our AI chatbot, you will need to login.

Submit your question to the chatbot and review your tailored response. If the response still doesn’t provide you the answers you are seeking, you can ask a different question or ask the chatbot for more help.

Step 3: Escalate to Twilio SendGrid Support

To request help from a live support agent, you can ask the chatbot for more help or to open a ticket. All SendGrid customers have the ability to open a support ticket, only paid Email or Marketing Campaign plan customers can request a Live Chat or to request a call back during support hours.

Twilio SendGrid Support Hours

Ticket support: 24/7
Chat support: 24/7*
Phone support: 24/7**

* Available for paid customers only
**Available for Pro/Advanced plans and above

Step 4: Respond to an open support request

The Twilio SendGrid support team will respond to your request, and may ask for additional details or clarifications. You can reply using one of the following methods:

Email: When a customer support request is submitted, an email confirmation will be sent. Twilio SendGrid support responses will be sent as replies to this email. Users can respond to questions from our support team directly in the email.
Twilio SendGrid Support Help Center: Support requests submitted via the Twilio SendGrid Support Help Center will also show responses from our support team. You can reply to tickets here as well.

Once your questions have been answered, you can close your request via a solved link in the email string, or on the ticket in the SendGrid Support Help Center.

Segment Console

There are two main ways to contact support by sending an email or by going through Segment Workspace.

Email

You can simply contact support direct through email.

Send an email to friends@segment.com and this will create a ticket where support will review the request and follow up.

Segment Workspace

The other option is to contact support by accessing the workspace

Login
Select the workspace
Navigate to your Account Icon in the upper right corner
Select Contact Support
Select Support and complete the support form.

Segment Developer Portal

If you are a partner you can also open a ticket through the Segment Developer Portal by following the steps below,

Login
Select your workspace
Navigate to your Account Icon in upper right corner
Select Developer Portal
Again navigate to your Account Icon in upper right corner
Select Contact Support and complete the form

Note: In the Developer Portal, if you’re on the Integrations tab in the Left Navigation and select “Build a Source” and click “Submit for Review” it will also create a ticket.

Additional Information

legacy Twilio Console

SendGrid Console