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Twilio for Salesforce Service Cloud — Voice and Messaging

Twilio-powered omnichannel infrastructure for Salesforce Service Cloud

Overview

Deliver resilient, high-performance customer service across voice, SMS, and WhatsApp with Twilio for Salesforce Service Cloud. One globally redundant network, one intelligent routing engine, and one agent console, natively inside Salesforce.

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  • Unified Omnichannel Routing: One TaskRouter engine distributes voice, SMS, and WhatsApp with a single, real-time synchronized model of agent presence, skills, and capacity — so an agent’s availability is accurate across every channel at once.

  • Real-Time Call Transcription & Recording: Better understand customer needs with live call transcripts. Dual-channel call recordings can be attached to the Salesforce case details after wrap-up.

  • Global Network: Built on Twilio’s global telephony network, the solution supports high call volumes, regional compliance needs and scalable deployments for distributed contact centers.

Twilio for Salesforce Service Cloud unites the world’s most resilient communications platform with your CRM , now across voice and messaging. Route every interaction through a single engine. Twilio TaskRouter distributes inbound and outbound voice calls, SMS, and WhatsApp conversations to the right agent using one shared model of agent presence, skills, and capacity. Agents work entirely within the native Salesforce Omni-Channel widget, handling a call and a WhatsApp thread side by side without switching tools or losing context. Agents get automated screen pops, real-time call transcription, dual-channel recording, compliant messaging at scale. By merging Twilio’s ‘Action Layer’ with Salesforce’s ‘Memory Layer,’ enterprises can build and scale modern, data-driven omnichannel contact center experiences without ever leaving Salesforce.

Categories

Personas
Administrator
Consultant
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package

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