SOURCE: Twilio


June 12, 2014 11:00 ET

Twilio Launches SMS on Toll-Free Numbers

New Capability Modernizes Interactions for Mobile Customers Who Prefer Text Messaging

SAN FRANCISCO, CA--(Marketwired - Jun 12, 2014) - Twilio (, the software and cloud-based communications platform company, today introduced the ability to text using toll-free numbers. Businesses can now interact with their customers via SMS over their existing toll-free numbers or new Twilio toll-free numbers. With voice and messaging capabilities on the same toll-free phone number, businesses can enable customers to connect via their communication channel of choice. Twilio's platform enables a broad range of capabilities for developers and businesses to rapidly build and deploy the communication solution that meets their specific need. To learn more about Twilo and toll-free SMS, visit

To date, toll-free numbers have been used for voice-based communications. As a growing number of customers choose text messaging as their preferred method of communication, businesses can now provide the same toll-free experience for SMS numbers. Using Twilio toll- free SMS, businesses can:

  • Modernize customer communication by providing both automated and live agent support via text.
  • Reduce on-hold wait times and call center call volume by servicing requests via SMS.
  • Enable customers and call center agents to seamlessly switch between calls and text-based support.
  • Enhance brand experience and reduce complexity for customers by associating a single 800 phone number with both voice and text messaging.

OneReach, a cloud-based business communications platform, empowers Twilio SMS customers to provide personalized customer-facing solutions through the use of the OneReach easy-to-use visual design tool. "Text messaging is the most common activity performed on mobile phones, and now customers can communicate with businesses the same way they communicate with friends and family -- via SMS," said Rich Weborg, CEO of OneReach. "Businesses can now automate self-service and offer customers the ability to text with customer service representatives who can reply through a Web-based interface. This is a major win for both businesses and customers."

"Along with voice, email and chat communications, SMS has become an additional and often preferred communication channel for the growing community of mobile users. Customers today want to leverage SMS to do everything from inquiring about the status of a delivery to texting for listing information on a house they're interested in purchasing. Customers want to leverage SMS as a primary form of communication," said Jeff Lawson, Twilio co-founder and CEO of Twilio. "As businesses look to create a modern experience that matches the expectations of their customers, these types of advances in the Twilio platform help businesses meet those expectations. We can't wait to see what businesses will build next with this new capability."

SMS capability is now available on all newly purchased US and Canada toll free numbers, as well as Twilio's existing or ported US and Canada toll free numbers. Twilio's on-demand provisioning enables businesses to quickly and easily obtain as many numbers as needed. High throughput of three messages per second bandwidth for every toll-free number and Message Delivery Information enables businesses to ensure timely message delivery to their intended audience. Like all Twilio domestic US messages, messages to/from toll-free numbers will be priced at only $0.0075 per message. Just like with texting to and from any other US 10-digit phone number, standard text messaging rates apply for users sending messages to and from a toll free number.

The Twilio global communications platform powers a range of communications solutions from complete call centers to work scheduling applications, from mobile marketing and lead management to tools that improve security. To learn more about what customers are building with Twilio, visit

About Twilio
Twilio (, the software and cloud-based communications platform company, enables developers and businesses to rapidly build and deploy communication solutions that meet their specific needs. Whether integrating voice, messaging and/or VoIP capabilities into a web or mobile app or building complete systems like a call center, Twilio removes the traditional obstacles to creating effective communications experiences. Twilio gives businesses the ability to innovate, prototype, create, and connect with their customers at the right time and in the right way. The company is privately held and based in San Francisco, California.

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