Supercharge Salesforce with a leading communications platform
Join us at Dreamforce 2026
Attending Dreamforce? Take a breather, grab a custom gift, and catch live demos to see how the Twilio platform helps teams build personalized customer experiences at scale. Join us at the Twilio Oasis in Yerba Buena Gardens and talk to an expert.
Why Twilio and Salesforce
Unify your customer data and omni-channel engagement by powering Salesforce with Twilio’s complete communications platform.
|
Feature |
Built-in capabilities |
Twilio advantage |
|---|---|---|
|
Messaging channels |
Standard email & basic SMS |
Global SMS, WhatsApp, Voice, and Omnichannel Conversations |
|
Automation & logic |
Native Process Builder/ Flow |
Trigger Twilio SMS & WhatsApp straight from Flow or Apex |
|
Contact center |
Salesforce Service Cloud Voice Integration |
Native integration with Omni-Channel, real-time call transcription, Next Best Action, seamless Agentforce capabilities, and more. |
|
Data sync |
Batch ETL integrations |
Real-time customer profile sync via Twilio Segment Actions |
Prerequisites
Before you begin, make sure you have the following:
Twilio SMS for Salesforce Core
Transform your sales and support pipelines with direct 1-to-1 messaging, automated text alerts, and programmatic SMS sent straight from Salesforce Lightning components, Process Builder, or Apex scripts.
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1-on-1 Contact messaging
Embed dynamic text conversations into Contact, Lead, and Case views.
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Zero-code setup or full API control
Deploy via AppExchange managed package or build custom logic using the Twilio REST API in Apex.
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Automated lead alerts
Instantly notify sales reps or text new leads the moment a record is created.
Resources & guides:
Twilio for Salesforce Core Hub
Complete manual on sending automated SMS via Flow/Process Builder and invoking the Twilio REST API from Apex.
Twilio for Salesforce AppExchange Listing
Official managed package for instant 1-on-1 text messaging and Process Builder alerts.
Twilio Flex Contact Center for Salesforce
Unify your contact center operations. Integrate Twilio Flex directly into Salesforce Voice to empower agents with native Omni-Channel routing, real-time call transcription, automated screen pops, and contextual CRM data.
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Native Salesforce Voice integration
Power your voice channels with Twilio’s global carrier network, fully integrated inside Salesforce Omni-Channel for a unified desktop experience.
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Unified CRM routing & intelligence
Dynamically route calls and digital tasks using real-time Salesforce data while unlocking AI-powered voice transcription and native call analytics.
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Unified Customer Interaction
Manage all customer touchpoints, email, phone, chat, and social media, in one place for a seamless customer experience.
Resources & guides:
Setting Up a Local Plugin Dev Environment for Flex & Salesforce
Step-by-step walk-through for setting up local plugin testing and deployment pipelines.
Twilio Conversations for Salesforce Tutorial
Guide to multi-channel chat orchestration within Salesforce.
WhatsApp & multi-channel conversations
Expand your global reach by connecting WhatsApp Business and Twilio Conversations to Salesforce. Manage rich, two-way conversational streams across channels from a single Salesforce interface.
Note: Custom development required, not supported by the app.
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WhatsApp business integration
Send images, documents, and interactive templates directly through Salesforce messaging windows.
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Omnichannel context
Maintain conversation history across SMS, WhatsApp, and Web Chat within Salesforce records.
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Rich media support
Send transactional notifications, order updates, and customer support messages on WhatsApp.
Resources & guides:
How to Integrate Salesforce with WhatsApp via Twilio
Technical walk-through for embedding WhatsApp messaging into Salesforce workflows.
Marketing Automation & Flow Connectors (Pardot & Flow)
Engage prospects at scale by introducing programmable SMS and voice alerts into Salesforce Marketing Cloud Account Engagement (Pardot) and automated Salesforce Flows.
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Pardot SMS nurture tracks
Trigger timely SMS follow-ups inside Pardot drip campaigns.
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External flow triggers
Send outbound notifications dynamically whenever Salesforce Flow criteria are met.
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Conversion tracking
Log message delivery and response metrics straight back to marketing lead records.
Resources & guides:
Salesforce Help: Twilio Connector for Flow Automation
Official setup guide for triggering Twilio actions inside Salesforce Flow.
Salesforce Pardot (Actions) Destination
Instructions for embedding outbound SMS into Pardot drip campaigns.
Twilio Segment to Salesforce Actions
Eliminate batch processing and fragile ETL pipelines. Synchronize customer event data and unified profiles in real-time between Twilio Segment and Salesforce to empower your teams with live customer context.
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Real-time profile sync
Stream customer behavioral events directly into Salesforce Account and Contact objects.
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No ETL required
Bypass complex middleware with native Segment-to-Salesforce event streaming.
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Data-driven automation
Trigger immediate sales outreach or support workflows the moment a key customer event occurs.
Resources & guides:
Twilio Segment to Salesforce Actions Guide
Learn how to set up real-time reverse ETL streaming without custom backend pipelines.