Case Study: Lyft achieves safer, private real-time rider-driver communication and reduced support costs with Twilio

Lyft Addresses Their Real-Time Communication Needs with Twilio

Lyft, a San Francisco–based ridesharing company, needed a reliable way for riders and drivers to communicate in real time—to confirm pickups, identify the right driver, and recover lost items—while keeping personal phone numbers private and scaling across new markets. Community safety and rider confidence were core challenges that required secure, timely messaging and calling capabilities.

Lyft integrated Twilio’s APIs for masked phone numbers, SMS, and in‑app communications so riders and drivers can exchange messages and calls without revealing real numbers. The solution powers features like Lost & Found, delivers accurate arrival and driver notifications, cut support calls for lost items, improved privacy and safety, and let Lyft iterate and scale communications quickly across markets.

Lyft

Anthony Velázquez

Engineering Manager