Twilio
Missing appointments, unanswered donor calls, and volunteers who don't show up because they forgot? Twilio is the programmable communications infrastructure that powers automated appointment reminders, intelligent phone trees, two-way SMS conversations, and multichannel donor engagement—all without building your own telecom system. Send a text reminder for $0.0079, answer donor calls with an automated system that routes to the right person, and reach supporters via WhatsApp where email fails. The visual Studio builder means your team can create these workflows without writing code.
What It Does (The Problem It Solves)
Struggling with volunteer no-shows, missed appointments, or donors who never answer their phones? Twilio is the communications backbone that companies like Uber, Airbnb, and Netflix use to reach customers—and it's equally powerful for nonprofits. Instead of building your own phone system or SMS gateway, Twilio provides ready-to-use APIs that let you send text messages, make phone calls, build IVR systems, and reach people through WhatsApp—all at scale.
Here's what that means practically: A food bank sending 500 appointment reminders via SMS costs about $4 in Twilio credits. A crisis hotline can route calls to the right counselor based on the caller's language or issue type. A volunteer coordinator can send shift reminders that include a one-click "I'll be there" confirmation. All automated, all happening while your staff focuses on mission work.
The Twilio ecosystem spans multiple communication channels. The core SMS and Voice APIs handle text messages and phone calls. SendGrid (acquired by Twilio) powers transactional emails like donation receipts and event confirmations. WhatsApp Business API reaches communities where WhatsApp is the primary communication method—particularly valuable for international nonprofits. And Twilio Flex provides a complete contact center solution for organizations running helplines or donor support centers.
What sets Twilio apart from simpler tools like Mailchimp or Constant Contact is its programmability. You're not limited to pre-built templates—you can create exactly the communication workflow your nonprofit needs. Twilio Studio provides a visual, drag-and-drop interface for building these workflows without code, making sophisticated automation accessible to non-technical teams. Send an SMS, wait for a response, branch based on the answer, trigger a phone call if no reply—all configurable visually.
The CustomerAI capabilities add intelligence to communications: sentiment analysis on incoming messages, AI-powered transcription of voicemails, intelligent routing based on message content. For nonprofits handling sensitive conversations or high volumes of inquiries, these AI features help ensure every message gets the right response.
Best For
Organization Size
- Small to large nonprofits needing reliable, scalable communications beyond basic email marketing
- Service organizations with appointment scheduling, client reminders, or volunteer coordination needs
- International nonprofits needing WhatsApp, SMS, or voice communications across multiple countries
- Crisis helplines and hotlines requiring intelligent call routing, queuing, and agent management
Best Use Cases
- Appointment reminders for clinics, food pantries, legal aid, and social services—reducing no-shows by 30-50%
- Volunteer shift notifications with confirmation requests and last-minute fill alerts
- IVR phone systems that route donor calls to the right department without requiring a receptionist
- Two-factor authentication for online donations or member portals
- Emergency alerts for disaster relief organizations needing rapid mass communication
- Transactional communications like donation receipts, event confirmations, and membership renewals
Ideal For These Roles
- Operations Directors managing client services and scheduling
- Volunteer Coordinators reducing no-shows and improving communication
- IT Administrators building custom integrations and automations
- Development Teams needing reliable transactional messaging
- Helpline Managers running crisis or support call centers
Key Features for Nonprofits
SMS API (Two-Way Text Messaging)
Send appointment reminders, event notifications, and urgent alerts via text message at $0.0079 per message. Two-way SMS enables confirmations ("Reply YES to confirm") and conversational interactions. Supports MMS for images. Perfect for volunteer coordination, client reminders, and donor engagement when email goes unopened.
Voice API & IVR Systems
Build automated phone systems that answer calls, route callers to the right department, collect information via keypad or voice input, and play recorded messages. Rates start at $0.0085/minute for receiving calls. Create donor hotlines, volunteer information lines, or crisis helplines without expensive PBX hardware.
Twilio Studio (No-Code Visual Builder)
Drag-and-drop workflow builder for creating IVR systems, SMS automations, and call flows without writing code. Non-technical staff can build appointment reminder sequences, volunteer shift notifications with confirmation logic, and phone trees visually. Publish changes in real-time. Reportedly cuts customer service costs by up to 50% through automation.
SendGrid Email API (Transactional & Marketing)
Twilio's email platform handles donation receipts, event confirmations, password resets, and marketing campaigns. Free tier includes 100 emails/day. Paid plans start at $19.95/month for 50,000 emails. Superior deliverability and analytics compared to sending from your own server. Enterprise plans offer dedicated IPs for maximum inbox placement.
WhatsApp Business API
Reach supporters through WhatsApp with 98% open rates—essential for international nonprofits and communities where WhatsApp is primary. Send program updates, appointment reminders, and urgent alerts. Conversation-based pricing starts at $0.005/message. Particularly powerful for organizations serving immigrant communities, Latin America, Europe, or Asia.
Twilio Flex (Contact Center)
Fully programmable cloud contact center for nonprofits running helplines, donor support centers, or crisis lines. Includes intelligent routing, agent desktop, real-time analytics, and AI-powered Agent Copilot ($0.045/voice minute). Pricing: $1/hour per active user or $150/month per named user. 5,000 free hours to trial. Overkill for small organizations but powerful for larger operations.
How This Tool Uses AI
Twilio has invested heavily in AI through its CustomerAI initiative, integrating machine learning and large language models throughout the platform. The AI capabilities enhance communications rather than replacing the core infrastructure—Twilio remains fundamentally about reliable message delivery, with AI adding intelligence on top.
Voice Intelligence & Transcription
What it does: AI-powered call transcription converts voicemails and recorded calls to text. Voice Intelligence extracts key information from conversations—names, appointment times, callback numbers—without manual review.
How it works: Uses automatic speech recognition (ASR) models trained on millions of hours of voice data. Transcription starts at $0.035/minute. Language operators identify specific data points in transcripts using natural language understanding.
Nonprofit application: Crisis helplines can automatically document calls. Donor hotlines can extract callback requests without staff reviewing every voicemail. Large organizations can analyze call patterns and common questions.
Agent Copilot (Flex Contact Center)
What it does: AI assistant for contact center agents that provides real-time conversation summaries, suggested responses, and automatic call documentation. Reduces average handling time and helps agents respond more effectively.
How it works: Large language models analyze the conversation in real-time, surfacing relevant knowledge base articles and suggesting appropriate responses based on conversation context. Priced at $0.045/voice minute and $0.01/digital message.
Nonprofit application: Crisis counselors receive AI-suggested resources based on caller concerns. Donor services agents get automatic summaries of previous interactions. New staff onboard faster with AI assistance.
Segment CustomerAI Predictions
What it does: Twilio Segment (their customer data platform) uses AI to predict customer behaviors: likelihood to churn, propensity to donate, optimal outreach timing. Requires Segment subscription in addition to Twilio communications.
How it works: Machine learning models analyze historical engagement data across all your touchpoints—email opens, SMS responses, website visits, donation history—to predict future behaviors and segment audiences automatically.
Nonprofit application: Identify donors at risk of lapsing. Predict which supporters are most likely to respond to year-end appeals. Optimize send times across channels based on individual preferences.
Spam and Fraud Detection
What it does: AI models identify and filter spam messages, detect fraudulent verification attempts, and protect your communications reputation. Prevents abuse of your SMS/voice resources.
How it works: Machine learning trained on Twilio's massive network traffic patterns identifies suspicious activity—unusual message volumes, known spam patterns, verification code abuse.
Nonprofit application: Protects donation verification systems from fraud. Ensures your organization's phone numbers maintain good reputation. Filters inbound spam before it reaches your systems.
What's NOT AI (But Still Powerful)
Most of Twilio's core value doesn't come from AI—it comes from rock-solid communications infrastructure:
- Message delivery: Getting your SMS and emails to recipients reliably
- IVR logic: Rule-based call routing (if caller presses 1, route to development; if 2, route to volunteer services)
- Webhooks and triggers: Standard event-based automation, not AI
- Studio visual builder: No-code automation using if/then logic, not machine learning
Bottom line: Choose Twilio for its communications infrastructure. The AI features are valuable add-ons for larger organizations but aren't required for most nonprofit use cases. A food bank sending appointment reminders doesn't need AI transcription—they need reliable SMS delivery, which Twilio does excellently.
Real-World Nonprofit Use Case
Scenario: Community Health Clinic Reducing No-Shows
Free clinic serving 2,000 patients monthly with limited staff
The Challenge:
A nonprofit community health clinic was experiencing 35% no-show rates for appointments. Staff spent hours calling patients with reminders, taking time away from patient care. Many patients didn't answer phone calls but would respond to texts. The clinic also needed a bilingual phone tree for Spanish-speaking patients and an after-hours information line.
The Solution:
The clinic implemented Twilio with the following automations built in Studio:
- Automated SMS appointment reminders sent 48 hours and 2 hours before appointments, with "Reply C to confirm or R to reschedule" functionality
- Bilingual IVR phone tree greeting callers in English and Spanish, routing to scheduling, pharmacy, or nurse advice based on selection
- After-hours voicemail system with transcription, automatically emailing urgent messages to the on-call provider
- WhatsApp channel for patients who preferred messaging over SMS, particularly immigrant families
- No-show follow-up workflow automatically texting missed patients to reschedule
The Results After 6 Months:
- No-show rate dropped from 35% to 12%—recovering ~460 appointments monthly
- 15 hours/week of staff time saved from manual reminder calls
- Monthly Twilio cost: ~$85 (4,000 SMS + phone number + IVR minutes)
- Spanish-speaking patient satisfaction increased with native-language automated service
- After-hours urgent messages now reach providers within minutes instead of next business day
Key Insight: The ROI was immediate and measurable. At $85/month in Twilio costs versus ~$500/month in staff time for manual calling (plus recovered appointments worth hundreds of dollars each), the investment paid for itself within the first week. The visual Studio builder meant the clinic administrator built most of the workflows without hiring a developer.
Pricing
Twilio uses pay-as-you-go consumption pricing—no monthly minimums, no contracts, no upfront costs. You pay only for what you use. This makes it highly affordable for small nonprofits with modest communication needs and scalable for larger organizations.
SMS & MMS Pricing (US)
Per-message pricing for text communications
- Outbound SMS: $0.0079/message
- Inbound SMS: $0.0075/message
- Outbound MMS: $0.0200/message
- Phone numbers: $1-2/month (local or toll-free)
- Short codes: ~$1,000+/month (for high-volume, 5-6 digit numbers)
Example: 1,000 appointment reminders/month = ~$8 + $2 phone number = $10/month total
Voice API Pricing (US)
Per-minute pricing for phone calls
- Receive calls: $0.0085/minute
- Make calls: $0.014/minute
- Toll-free receive: $0.022/minute
- Transcription: $0.035/minute
Example: 500 incoming calls/month averaging 2 minutes = 1,000 minutes × $0.0085 = $8.50/month
SendGrid Email Pricing
Twilio's email platform for transactional and marketing messages
- Free tier: 100 emails/day (3,000/month)
- Essentials: $19.95/month for 50,000 emails
- Pro: $89.95/month for 100,000 emails + dedicated IP
- Enterprise: Custom pricing for high-volume senders
Twilio Flex (Contact Center)
For nonprofits running helplines or call centers
- Per-hour pricing: $1.00/active user hour
- Per-user pricing: $150/user/month (named seats)
- Free trial: 5,000 active user hours
- Agent Copilot (AI): $0.045/voice minute, $0.01/digital message
Best for: Crisis helplines, donor support centers, or organizations with 5+ phone agents
Nonprofit Pricing Considerations
Twilio doesn't offer a formal nonprofit discount program like some competitors. However:
- Free trial credits: $15+ in credits to test the platform
- Twilio.org: Social impact program offering resources and support for mission-driven organizations
- Volume discounts: Available through commitment plans (15-30% savings reported)
- Low base costs: Pay-as-you-go pricing is already very affordable for small volumes
Note: Pricing information is subject to change. Please verify current pricing directly with Twilio.
Learning Curve
Learning Curve: Beginner to Intermediate
Depends heavily on whether you use no-code Studio or dive into APIs
Time to First Value:
- Initial setup: 30-60 minutes (account creation, phone number purchase)
- First SMS via Studio: 1-2 hours
- Basic IVR phone tree: 2-4 hours
- Complex workflows with API: Days to weeks (requires developer)
Technical Requirements:
- No-code (Studio): Basic logic skills; understanding of if/then workflows
- API integration: Developer needed; Python, Node.js, or similar
- Flex contact center: Intermediate technical skills; dedicated admin recommended
Support Available:
- Extensive documentation and tutorials
- Active developer community and forums
- TwilioQuest (gamified learning platform)
- Paid support plans available for enterprise needs
Pro Tip for Nonprofits
Start with Twilio Studio for your first project. The visual builder handles 80% of typical nonprofit use cases (appointment reminders, IVR phone trees, two-way SMS) without any coding. Only engage a developer when you need custom API integrations with your CRM or donation platform. Many nonprofits use Studio exclusively and never touch the APIs.
Integration & Compatibility
Connects With
CRM & Donor Management
- Salesforce (including Nonprofit Cloud)
- HubSpot
- Zendesk
- Microsoft Dynamics
Automation & Integration
- Zapier (1,000+ app connections)
- Make (Integromat)
- Webhooks (any platform)
- Custom API integrations
Channels
- SMS (US and international)
- WhatsApp Business
- Voice/Phone
- Email (SendGrid)
- Video (Twilio Video)
Data & Analytics
- Twilio Segment (CDP)
- Google Analytics
- Tableau, Looker, Power BI
- Custom dashboards via API
Platform Availability
- Web console: Full administration via browser
- APIs: RESTful APIs for custom integration
- SDKs: Python, Node.js, PHP, Ruby, C#, Java, Go
- Mobile: Twilio CLI available; Flex mobile app for agents
Data Portability
- Full message logs exportable via API
- Call recordings downloadable
- Phone numbers portable to other carriers (with some restrictions)
- Studio flows exportable as JSON but may require rebuilding in other platforms
Pros & Cons
Pros
- Pay-as-you-go pricing: No minimums means small nonprofits can start for dollars/month
- Rock-solid reliability: Enterprise-grade infrastructure used by Uber, Airbnb, Netflix
- Studio no-code builder: Non-technical staff can create sophisticated workflows
- Global reach: SMS and voice in 180+ countries; WhatsApp for international communities
- Complete ecosystem: SMS, voice, email, WhatsApp, video—all from one vendor
- Excellent documentation: Comprehensive tutorials, active community, learning resources
Cons
- No formal nonprofit discount: Unlike competitors, no standard nonprofit pricing program
- Costs can surprise at scale: High-volume messaging adds up; careful budgeting needed
- Developer-focused for advanced features: Beyond Studio, requires technical expertise
- 10DLC registration required: SMS compliance requires registration process (can take days)
- Overkill for simple needs: If you just need email marketing, Mailchimp is simpler
- Support tiers can be pricey: Premium support requires paid plans
Alternatives to Consider
If you primarily need email marketing:
MailerLite, Brevo, or Mailchimp are simpler options with built-in templates, drag-and-drop editors, and nonprofit discounts. Twilio/SendGrid is more powerful but requires more setup.
If you want an all-in-one platform:
HubSpot (40% nonprofit discount) combines CRM, email, SMS, and more in one platform. Higher cost but less integration work. ActiveCampaign (20% nonprofit discount) offers similar capabilities for email-focused organizations.
If budget is the primary concern:
SimpleTexting or EZTexting offer simpler SMS-only solutions with nonprofit discounts and flat-rate pricing that's easier to budget. Less flexible than Twilio but more predictable costs.
Why choose Twilio instead:
Choose Twilio when you need maximum flexibility, global reach, multiple channels (SMS + voice + WhatsApp + email), or custom integrations with your existing systems. The pay-as-you-go model is ideal for organizations with variable communication needs. The reliability and scalability make it the choice for critical communications like crisis helplines or appointment systems where delivery is non-negotiable.
Getting Started
Create a Free Account (15 minutes)
Sign up at twilio.com/try-twilio. You'll receive promotional credits to test the platform. Verify your phone number and email to unlock all features.
Purchase a Phone Number (5 minutes)
Buy a local or toll-free number ($1-2/month) from the Console. This will be your nonprofit's SMS and voice number. Choose a number in your area code for local presence.
Build Your First Flow in Studio (1-2 hours)
Open Twilio Studio and create a simple SMS auto-reply or appointment reminder flow. Use the "Messaging: Get Started" template as a starting point. Test by texting your new number.
Complete 10DLC Registration (1-2 days)
For production SMS at scale, register your organization through the A2P 10DLC process. This is required by carriers and improves deliverability. Submit your nonprofit details and use case through the Console.
Quick Win: Your First 24 Hours
Try this experiment to see immediate value:
- Create a Studio flow that sends an SMS appointment reminder
- Include a "Reply C to confirm" option with branching logic
- Test with your own phone number
- Measure: How much faster is this than manual calling?
Time invested: 2 hours | Potential impact: Eliminate hours of manual reminder calls weekly
Need Help with Implementation?
Building communications workflows—even with no-code tools—can feel daunting when you're already stretched thin. From initial setup to complex CRM integrations, One Hundred Nights can help your nonprofit get the most from Twilio.
Frequently Asked Questions
Is Twilio free for nonprofits?
Twilio offers a pay-as-you-go model with no upfront costs or monthly minimums. Nonprofits receive a free trial with promotional credits ($15+) to test the platform. While there's no formal nonprofit discount program, Twilio.org provides special support and resources for social impact organizations. The platform's consumption-based pricing means you only pay for what you use—sending 1,000 SMS messages costs about $8.
Do I need coding skills to use Twilio?
Not necessarily. Twilio Studio is a visual, drag-and-drop workflow builder that lets you create IVR systems, SMS automation, and call flows without writing code. Non-technical staff can build appointment reminders, volunteer shift notifications, and phone trees visually. For more complex integrations, you'll need a developer—but many basic nonprofit use cases can be handled entirely through Studio's no-code interface.
How much does Twilio SMS cost?
In the US, Twilio SMS costs $0.0079 per outbound message and $0.0075 per inbound message. Phone numbers cost $1-2/month for local or toll-free numbers. For a nonprofit sending 1,000 appointment reminders monthly, expect to pay about $10-12/month total (phone number + messages). Prices vary by country for international messaging.
What's the difference between Twilio and SendGrid?
SendGrid is Twilio's email platform, acquired in 2019 and now part of the Twilio family. Twilio handles voice calls, SMS, WhatsApp, and video, while SendGrid specializes in transactional and marketing email. You can use both together for multichannel nonprofit communications—donation receipt emails via SendGrid, appointment reminder texts via Twilio, and event registration calls all through one ecosystem.
Can Twilio integrate with my nonprofit's CRM?
Yes. Twilio integrates with Salesforce (including Nonprofit Cloud), HubSpot, and other major CRMs through native connectors and APIs. The Segment CDP (Customer Data Platform) connects donor data across all your tools. Zapier and Make integrations enable connections to virtually any nonprofit software without custom development.
What is Twilio Flex and who is it for?
Twilio Flex is a fully programmable cloud contact center. It's designed for larger nonprofits running donor hotlines, crisis helplines, or support centers with multiple agents. Pricing starts at $1/hour per active user or $150/month per named user. Most small to mid-sized nonprofits won't need Flex—Twilio's standard voice and messaging APIs are sufficient for typical communications needs.
How does Twilio handle compliance and data privacy?
Twilio is SOC 2 Type II certified, GDPR compliant, and offers HIPAA-eligible products for healthcare nonprofits. The platform provides built-in 10DLC registration for SMS compliance, spam filtering, and consent management tools. For nonprofits handling sensitive beneficiary data or operating internationally, Twilio meets enterprise-grade security standards.
Related Tools
Brevo
All-in-one email, SMS, and WhatsApp marketing with AI assistant. Volume-based pricing ideal for large lists.
HubSpot
All-in-one CRM with email, SMS, and automation. 40% nonprofit discount. Easier than Twilio but less flexible.
MailerLite
Affordable email marketing with AI writing assistant. 30% nonprofit discount. Great for email-focused organizations.