Table of 03 Introduction 04 Letter from our CEO Contents 05 Executive summary 06 Impact areas 07 Our approach to social impact 08 Responding to crisis 18 Inspiring action 26 Building better lives 31 Diversity, equity and inclusion 37 Environmental, social and governance programs 41 Learnings 45 About Twilio and Twilio.org 47 Methodology 49 Appendix