In an era where customer communication primarily takes place via the internet, businesses need more flexible tools than relying solely on traditional telephones. One of the most popular and powerful solutions today is Twilio – a global telecommunications infrastructure platform trusted by millions of businesses.

If you've ever heard of "making calls over the internet" or "integrating a call center into software," chances are Twilio technology is behind it.

To better understand how a virtual call center works, you can refer to the article: What is a Cloud Call Center? How it works, its benefits, and why you should use Twilio.

What is Twilio?

Twilio is a cloud-based communication platform (Communication Platform as a Service – CPaaS).

Simply put, Twilio lets you make calls, send messages, authenticate users, or create a virtual customer service call center – all via the internet and APIs, without the need for your own hardware infrastructure.

Twilio's key services include:

• Voice: Make calls, receive calls, record calls, and manage calls over the Internet.
• Messaging: Send SMS, WhatsApp, or multi-channel messages to customers globally.
• Video: Integrate video calling into your website or application.
• Verify: User authentication service (OTP, 2FA).
• Email (SendGrid): Send transactional emails and marketing emails with a high inbox rate.

Twilio's services

With Twilio, businesses can build their own communication infrastructure, customized to scale and needs, without needing to rent a PBX or install complex software.

If you're interested in other multi-channel messaging management solutions, check out this article: 7 Best Multi-Channel Messaging Management Tools Available Today.

Detailed instructions on how to create a Twilio account.

Step 1. Register an account

• Access https://www.twilio.com/try-twilio
• Enter your name, email, password, or sign up quickly using your Google account.
• Confirm your email via the Twilio link sent to your inbox.

Step 2. Verify your personal phone number.

After logging in, Twilio will ask you to enter your phone number to receive a one-time password (OTP).

This step enhances security and activates the trial account.

Step 3. Obtain the Recovery Code

After verification is complete, Twilio will display the Recovery Code – a backup code to restore access if you lose your verification device or experience a security issue.

Get your Twilio Account recovery code

This code will only be displayed once. Please store it securely in your password manager or personal security notes.

Step 4. Personalized Onboarding Experience

After creating an account, Twilio will take you to the "Personalized Onboarding" section.

Here, the system asks you a few questions to customize your experience, for example:

• “What do you want to build with Twilio?”
• “Which channels do you plan to use?”

You can choose according to your intended use, for example:

• Voice is for making calls, receiving calls, or setting up a virtual call center.
• Messaging if you're interested in SMS or WhatsApp.
• Email us if you need a transactional email service (SendGrid).

There is no "right" or "wrong" answer - just choose according to your actual needs.

Step 5. Explore the Twilio Console

After the onboarding process is complete, you will be taken to the Twilio Console - the main administration page.

Here, you can:

• View account information (Account SID, Auth Token).
• Manage phone numbers (Buy / Active Numbers).
• Configure Voice, Messaging, Verify...
• Track activity logs and generate reports.

Step 6. Upgrade your Twilio account for real-world use.

After completing the registration and verification process, your account will still be in Trial Account status, and you can only perform test operations or make calls to verified numbers.

To start using Twilio for practical purposes such as making calls, sending SMS, or purchasing international numbers, you need to upgrade your account by following these steps:

1. In the upper right corner of the interface, click on the Admin menu.

2. In the list, select Account billing.

3. On the Manage Billing page, click Upgrade Account.

4. Provide Twilio with your information and add a payment method – this could be a credit card or business account.

Once completed, your Twilio account will have full access:

• It is possible to purchase a new phone number.
• Make and receive real calls.
• Send international messages or SMS marketing messages as needed.

Tip: When upgrading, Twilio will ask for payment method verification. Make sure your card is eligible for international payments (or use Visa/Mastercard to ensure success).

Benefits of having a Twilio account

Flexible and cost-effective

Instead of investing in a physical PBX, dedicated lines, or SIM cards, you can simply create a Twilio account to deploy a virtual PBX, SMS, or user authentication system.

Pay-as-you-go pricing makes it easier for small businesses to access and control their budgets.

Global operation, no location restrictions.

Twilio supports over 180 countries – you can purchase an international phone number and communicate with customers anywhere, whether you're working in Vietnam or abroad.

Easily integrates with other software.

Twilio has an open API, making it easy to connect with CRM systems, ERP systems, chatbots, or custom-developed platforms.

This allows you to manage contacts, customers, and communication data all in one place.

High reliability and security meeting international standards.

Twilio is trusted by many large corporations (Airbnb, Netflix, Lyft...).

The system meets ISO 27001, SOC 2, PCI DSS, and GDPR standards, ensuring user data is always secure.

Suitable for businesses of all sizes.

Whether you're a small business owner, a startup, or a medium-sized or large company, Twilio has a service package to suit your needs – from trial to professional operation.

Conclude

Twilio is the starting point for businesses to proactively control their communication systems – flexible, modern, and cost-effective.

With just a few minutes of registration, you can instantly own a "mini call center" on a cloud platform, ready to make calls, send messages, or verify users anywhere.

If you want to learn how to apply Twilio in multi-channel operations and customer care, please refer to the article: Optimizing every touchpoint on the customer journey with GTG CRM's Omnichannel Messaging.