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.

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

 

Procedure

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.

1. 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.
    
2. 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 knowledgable 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.

Additional Information

• How Can I Submit a Support Request Ticket if I can't Log-in to my Twilio Account?
• Twilio Support business hours
• Twilio support's priority and guaranteed response times
• Managing your Twilio Support Tickets
• Contacting Twilio Sendgrid Support