Twilio's quest for a unified notification experience.

The challenge

Twilio, a leading customer engagement platform, relies heavily on its in-console experience to build trust and encourage engagement with the ten million developers and more than 300K customers who have accounts with Twilio. Prior to Courier, different teams at Twilio were using various tools to reach customers, leading to a sometimes inconsistent and confusing user experience. Twilio’s Developer Experience Team sought out a unified notification tool that would deliver updates to customers in-console that would improve their experience with Twilio.

The solution

Twilio aimed to centralize its notifications and enhance user experience. After exploring several options, they chose Courier for its robust features, easy implementation, and compatibility with their existing systems. They started with Courier’s web inbox to deliver timely notifications that help users quickly understand next steps in their Twilio onboarding journey and discover relevant features to optimize their developer experience. The targeted and actionable notifications are easy-to-find and pop up at just the right time when customers are using the platform, providing in-product guidance

and actionable information about their accounts.

As a customer engagement platform, we at Twilio know how important it is to meet your customers at their preferred channels. Courier gives us the power to fully personalize our customer touchpoints in one easy-to-use, centralized tool.

Kandyce Knight

Product Lead at Twilio

As a customer engagement platform, we at Twilio know how important it is to meet your customers at their preferred channels. Courier gives us the power to fully personalize our customer touchpoints in one easy-to-use, centralized tool.

Kandyce Knight

Product Lead at Twilio

As a customer engagement platform, we at Twilio know how important it is to meet your customers at their preferred channels. Courier gives us the power to fully personalize our customer touchpoints in one easy-to-use, centralized tool.

Kandyce Knight

Product Lead at Twilio

As a customer engagement platform, we at Twilio know how important it is to meet your customers at their preferred channels. Courier gives us the power to fully personalize our customer touchpoints in one easy-to-use, centralized tool.

Kandyce Knight

Product Lead at Twilio

Unified Inbox

Courier's inbox served as a single access point for all notifications, regardless of the channel they came from. This made it easier for users to find information and improved the overall experience. Real-time delivery through webhooks and WebSockets ensured users got timely updates and alerts.

Security and Access Control

Courier's enterprise-grade security and role-based access control ensured secure and controlled access.

Rapid Integration

Courier integrated smoothly with Twilio’s existing platform including Segment and SendGrid.

Notification Center

Digest schedules, throttling, and user preferences allowed Twilio to control notification frequency and personalize the experience for users. This level of control was crucial for Twilio.

Customizable Templates

Courier's drag-and-drop UI designer enabled Twilio to create and manage notification templates across various channels, ensuring consistency and brand alignment.

*simulated images

Unified Inbox

Security and Access Control

Courier's enterprise-grade security and role-based access control ensured secure and controlled access.

Rapid Integration

Courier integrated smoothly with Twilio’s existing platform including Segment and SendGrid.

Notification Center

Digest schedules, throttling, and user preferences allowed Twilio to control notification frequency and personalize the experience for users.

Customizable Templates

Courier's drag-and-drop UI designer enabled Twilio to create and manage all templates across various channels, ensuring consistency and brand alignment.

*simulated images

Unified Inbox

Security and Access Control

Courier's enterprise-grade security and role-based access control ensured secure and controlled access.

Rapid Integration

Courier integrated smoothly with Twilio’s existing platform including Segment and SendGrid.

Notification Center

Digest schedules, throttling, and user preferences allowed Twilio to control notification frequency and personalize the experience for users. This level of control was crucial for Twilio.

Customizable Templates

Courier's drag-and-drop UI designer enabled Twilio to create and manage notification templates across various channels, ensuring consistency and brand alignment.

*simulated images

Unified Inbox

Security and Access Control

Courier's enterprise-grade security and role-based access control ensured secure and controlled access.

Rapid Integration

Courier integrated smoothly with Twilio’s existing platform including Segment and SendGrid.

Notification Center

Digest schedules, throttling, and user preferences allowed Twilio to control notification frequency and personalize the experience for users.

Customizable Templates

Courier's drag-and-drop UI designer enabled Twilio to create and manage all templates across various channels, ensuring consistency and brand alignment.

*simulated images

The outcome

By adopting Courier, Twilio has laid the foundation to deliver a unified notification experience, improve customer communication, and increase engagement. The new inbox betters the in-console experience - an essential part of Twilio’s strategy to use personalized experiences to drive its product led-growth motion.

This UI kit is fantastic! Feels like I've got a design expert by my side, taking builds to the next level. I'm able to ship 10x faster.

Raghav Katyal

Technical Lead, Twilio

This UI kit is fantastic! Feels like I've got a design expert by my side, taking builds to the next level. I'm able to ship 10x faster.

Raghav Katyal

Technical Lead, Twilio

This UI kit is fantastic! Feels like I've got a design expert by my side, taking builds to the next level. I'm able to ship 10x faster.

Raghav Katyal

Technical Lead, Twilio

This UI kit is fantastic! Feels like I've got a design expert by my side, taking builds to the next level. I'm able to ship 10x faster.

Raghav Katyal

Technical Lead, Twilio

The all-in-one notification platform for developers

Ready to take your notifications to the next level?

Start sending for free

Request demo

The all-in-one notification platform for developers

Ready to take your notifications to the next level?

Start sending for free

Request demo

The all-in-one notification platform for developers

Ready to take your notifications to the next level?

Start sending for free

Request demo

Backed by