Brandwave

Freshdesk Omni vs Twilio:Which is more popular?

In September 2026, Twilio had more branded searches than Freshdesk Omni among omnichannel messaging platforms worldwide. Twilio had about 550,000 branded searches, while Freshdesk Omni had 1,000. Twilio made up 44.5% of all omnichannel messaging platform searches we track, and Freshdesk Omni accounted for 0.08%. When we asked ChatGPT and Google AI Overviews about omnichannel messaging platforms, Freshdesk Omni and Twilio each appeared in three of the five answers. Freshdesk Omni was mentioned before Twilio in every answer that named either.

Among omnichannel messaging platforms worldwide in September 2026

Who do people search for more?

Twilio, about 550 searches for every 1 for Freshdesk Omni

Twilio 550K searchesFreshdesk Omni 1K searches

Who does AI mention more?

Both were mentioned in 3 of 5 answers.

Freshdesk Omni in 3 of 5Twilio in 3 of 5

Who does AI recommend more?

Freshdesk Omni, named ahead of Twilio in 3 of 3 answers

Freshdesk Omni first in 3Twilio never first

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Top omnichannel messaging platforms in ChatGPT and Google AI Overviews

In three ChatGPT questions and two Google AI Overviews, Freshdesk Omni and Twilio were each mentioned in three out of five: in all three ChatGPT answers, but not in either of the two Google AI Overviews. Freshdesk Omni was listed before Twilio in every answer that named either.

Most recommended by AI

Brands get a higher ranking if they are mentioned earlier in the answers.

  1. Zendesk1st
  2. Intercom2nd
  3. Salesforce3rd
  4. Freshdesk Omni4th
  5. Twilio5th
  6. Respond.io6th
  7. Kommo–
  8. Chatwoot–
  9. Trengo–
  10. Re:amaze–

Mentioned by AI

Each dot is one answer, filled in when that answer mentions the brand.

  • Zendesk5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
  • Intercom4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • Twilio3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Salesforce3 of 5Named in 2 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • Freshdesk Omni3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Respond.io1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • Kommo0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Chatwoot0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Trengo0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Re:amaze0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers

See every answer about omnichannel messaging platforms

5 answers

Not named in any answer:

Brands are shown in the order each answer named them. The survey took place in the United States on October 21, 2026.

Is Freshdesk Omni or Twilio more popular in search?

This chart shows how often people search Google for Freshdesk Omni and Twilio by name. Each line represents a brand's share of searches for all ten omnichannel messaging platforms we track, month by month, from English-language searches worldwide.

Freshdesk Omni and Twilio among omnichannel messaging platforms worldwide, by month

Share of searches by month for Twilio, Freshdesk Omni. The figures are in the table below the chart.

View monthly share of searches table
MonthTwilioZendeskKommoRespond.ioChatwootTrengoSalesforceIntercomRe:amazeFreshdesk Omni
Oct 202547%25.8%16%5.3%3.5%1.1%0.68%0.35%0.32%0.09%
Nov 202546.2%25.4%15.8%6.6%3.4%1%0.66%0.31%0.38%0.11%
Dec 202543.5%29.2%14.9%5.7%3.9%1.2%0.62%0.36%0.45%0.13%
Jan 202644%29.5%15.5%4.4%4%1.2%0.66%0.35%0.39%0.08%
Feb 202646.7%25.6%16%5%4.2%1.1%0.67%0.36%0.39%0.08%
Mar 202646.4%25.4%15.8%5.7%4.2%0.87%0.67%0.45%0.32%0.09%
Apr 202652.3%19.2%15%6.4%4.7%0.97%0.5%0.47%0.35%0.1%
May 202648.8%21.8%16.6%6%4.4%0.91%0.46%0.6%0.28%0.09%
Jun 202649.9%22.3%14.3%6.5%4.5%0.93%0.47%0.72%0.28%0.07%
Jul 202652.2%19.1%14.6%6%5.8%0.97%0.59%0.43%0.3%0.08%
Aug 202652.5%19.2%14.7%6.8%4.8%0.8%0.49%0.42%0.29%0.08%
Sep 202644.5%24.4%15.2%7.8%6%0.83%0.52%0.44%0.31%0.08%

How has the Freshdesk Omni and Twilio comparison changed over the last 12 months?

3 findings

How did search popularity change for omnichannel messaging platforms worldwide in September 2026?

2 changes

  1. In September 2026, Twilio lost share of searches among omnichannel messaging platforms worldwide, from 52.5% to 44.5%.

  2. Estimated monthly branded searches for Freshdesk Omni worldwide fell 23.1% over 12 measured months, from 1.3K to 1K in September 2026.

How are branded searches counted?

2 search terms

Brandwave collects information about searches that people make online using Freshdesk Omni’s and Twilio’s names. When viewed over time, estimated search volumes for these branded terms can be used to understand whether interest in the brands is growing, holding steady, or fading.

Freshdesk Omni

1 branded search term

  • freshdesk omni

Twilio

1 branded search term

  • twilio

How the Brand Demand Index is measured

Other head-to-heads among omnichannel messaging platforms

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