How Twilio Unified In-App Notifications Across 10 Million Developers
When fragmented messaging held back the developer experience
Twilio powers the communication layer of the internet. With over 10 million developers and 300,000 customers depending on its platform, the expectations for clarity and consistency are high.
But inside the Twilio Console—where developers monitor usage, get alerts, and explore new features—notifications weren’t meeting that standard. Product teams relied on a patchwork of tools: Segment, SendGrid, even hand-coded logic. The result was inconsistent delivery, scattered experiences, and missed opportunities to guide users in real time.
There was no shared system for surfacing updates in-product. Messages came late, looked different, or didn’t appear at all. Support had no visibility. Engineers spent time maintaining brittle workflows instead of building core features.
Unlocking a better way to reach developers
The Twilio Console is where developers interact with the platform every day. But until Courier, there was no consistent in-app messaging system to guide onboarding, surface new features, or deliver real-time account updates.
Each team had its own approach. Some sent emails, others used third-party tools. None provided a centralized, in-product experience developers could depend on.
Messages were hard to track. Updates lacked context. Developers couldn’t control what they received, and support teams had no way to confirm if a notification had been delivered—let alone seen.
What should have been a clear line of communication was fragmented or missing. Twilio didn’t just need better notifications. They needed a foundation to deliver them at scale—right inside the Console, where they mattered most.
A unified in-app notification platform for Twilio
Twilio considered several options, but Courier stood out for how easily it fit into their existing workflows—no rewrites, no disruption.
Twilio embedded Courier’s Web Inbox into the Console, turning a patchwork of alerts into a centralized, real-time feed developers could rely on. Notifications were now timely, actionable, and delivered exactly where they were needed.
Teams rolled out onboarding guides, feature announcements, and account alerts—without writing frontend code. Courier handled delivery with WebSockets, batched non-urgent messages into digests, and gave developers control over what they received and when.
Integration was fast. Courier dropped into Twilio’s existing stack—no rewrites, no disruption. It gave every team the tools to ship in-app notifications at scale, with full control and zero friction.
Key Courier Features Used
Web In-App Inbox. A drop-in, real-time inbox for all in-app notifications—easy to customize, easy to act on.
Template Designer. Drag-and-drop designer for branded, consistent messaging—no custom code.
Batching and Digest. Batch non-urgent messages into daily or weekly digests—less noise.
Security & Access Controls. Role-based permissions and audit logs for governance at scale.
Seamless Integration. Plugged into Segment, SendGrid, and Twilio’s existing stack.
One notification system, 10 million better experiences
What used to be scattered, inconsistent, and hard to manage is now a shared system that just works. Teams move faster. Developers stay informed. And messaging is no longer a blocker.
Real-time, where it counts. Developers now get timely, relevant updates directly in the Console—where they’re already working.
Consistent, end to end. Every in-app notification is branded, structured, and predictable—no more one-offs.
One system, every team. Courier became the standard for in-app messaging across Twilio—shared infrastructure, built to scale.
Support, self-sufficient. Support and product teams can verify delivery and engagement—no more escalating to engineering.
Engineering, back to building. Teams aren’t maintaining brittle notification flows—they’re shipping product.
In-app messaging, done right
For a company that powers global communications, Twilio knew its own messaging had to set the standard. With Courier, they turned fragmented systems into a single, reliable foundation for in-app notifications—trusted by developers, relied on by product teams, and invisible to engineering.
Courier didn’t just replace a broken system. It gave Twilio the tools to scale their messaging, support product-led growth, and deliver the experience developers expect.
Today, every in-app notification just works. And that’s the point.
Twilio
twilio.com
Industry
Cloud Communications, Developer Platform
Pain point
Adding in-app notifications
About the company
Twilio (NYSE: TWLO) is a leading cloud communications company powering SMS, voice, email, and more for over 300,000 businesses worldwide. Its developer-friendly APIs make it easy to build and scale customer communications.