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1:1 SMS Component

To limit outbound API requests, Twilio for Salesforce will by default only check for messages every 15 minutes, unless the lead or contact is open. In order to receive messages immediately, please follow the steps outlined in "Pushing Inbound Messages and Status Updates to Salesforce".

After message pushing is configured, messages will arrive in Salesforce within just a few seconds.

With Twilio for Salesforce, you can send 1:1 messages to contacts and leads directly from your Salesforce instance. You don't need to reveal your personal number, and conversations are visible on the contact record.

Note that your recipient must have a "Mobile" phone number on their record to use this feature - other phone numbers will not be used.

Video Tutorial

Lightning Setup

Step 1: Open an individual Contact, Lead, Person Account, or Case record.

Step 2: Under the gear icon in the top right corner, click on “Edit Page”. You should be brought to the lightning editor.


Step 3: In the menu on the lefthand side, scroll down to “Custom Components”. Drag and drop the lightning component into the page layout.


Note: if you don’t see any custom custom components, you probably need to enable MyDomain for your Salesforce Organization. You can read more about enabling MyDomain from Salesforce's documentation.

Step 5: Click “Save” in the top-right corner.


Step 6: Next, you'll need to assign this layout as the organization's default (or to another layout that you have created). To do this, click the "Activation" button and then the "Assign as Org Default" button in the modal that appears.



Step 7: Verify that the 1:1 Component is appearing correctly by clicking the "Back" button at the top of the page. You should see the 1:1 Messaging Component on the record's layout.

Classic Setup

Step 1: Click on the "Setup" button in the top-right corner Salesforce.


Step 2: In the side bar under "Customize", click on the object that you would like to add the 1:1 Messaging Component to. Twilio for Salesforce currently supports Leads, Contacts, Person Accounts, and Cases. In this example, we're customizing our contact object layout.


Step 3: Select the page layout that you would like to customize for your object. In this case we're customizing the general object layout, but you could also only customize the sales or service layout for your organization.


Step 4: On the layout editor page, click on "Visualforce Components". You should see "Twilio – Two Way Messages" as a visualforce component that you can add to the layout.


Step 5: Drag and drop the visualforce component onto the layout page where you would like to have it be displayed to users. Once it is in the right spot, click save.


Step 6: Configure the height of the visualforce component by clicking on the wrench icon in the top-right corner of the component. Set the component's height to 600 pixels so that the message thread is visible.

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