API-First, Not Feature-Locked
Twilio's programmable APIs mean the integration gets built around your actual process, not squeezed into a vendor's fixed workflow.
Salesforce Integration — Twilio
Your Customer Conversations Shouldn't
Live Outside Salesforce.
Twilio connects SMS, voice, WhatsApp, and video to your Salesforce org. Twopir configures the APIs, workflows, and data model so every conversation logs itself.
500+
Client Deployments
12+
Years Experience
40+
Person Team
Partner
Salesforce & HubSpot
AI Delivery
Trusted by
Sales Development Service Cloud Teams Contact Centers RevOps Leaders Healthcare Scheduling E-Commerce Ops Sales Development Service Cloud Teams Contact Centers RevOps Leaders Healthcare Scheduling E-Commerce Ops
Where Firms Stall
The Real Cost Is Operational Friction.
📵
Conversations Live Outside the CRM
Reps text and call customers from personal phones or disconnected tools. No record ever reaches Salesforce, so managers have no visibility into what was actually said.
⏱️
Manual Follow-Up Doesn't Scale
Appointment reminders and order updates get sent by hand or through a spreadsheet. Hours disappear weekly into messaging that should be automatic.
🧩
No Single Channel Strategy
SMS, voice, and WhatsApp each live in a separate vendor dashboard. Agents juggle four consoles just to service one customer end to end.
📞
Call Data Never Reaches the Record
Recordings and call logs sit inside the phone system and never attach to the Case or Opportunity, so the next rep starts the conversation from zero.
⚠️
Compliance Blind Spots
Opt-outs and consent get tracked in a disconnected sheet, one missed update away from a message going to someone who already said stop.
Platform Context
Twilio Is Built for Any Channel. We Build It Around Yours.
One Platform, Every Channel
SMS, voice, WhatsApp, video, and email all run through a single provider — one bill, one set of logs, one place to audit.
Built for Event-Driven Triggers
Twilio Functions paired with Salesforce Flow turn CRM events into real-time customer touches automatically, no manual send step.
Enterprise-Grade Reliability
Twilio's global carrier network handles delivery at volume. Salesforce handles the record. Neither has to do the other's job.
Platform Capabilities
What Twilio Puts Inside Your Salesforce Org.
💬
Two-Way SMS Console
Send and receive SMS from any record, threaded like a messaging app directly inside Salesforce.
Core Module📱
Click-to-Call Voice
Place and receive calls straight from the Lightning record page — no separate softphone tab to manage.
Voice🎙️
Call Recording & Logging
Every recording, duration, and disposition attaches automatically to the related Case or Contact.
Compliance🔁
Flow-Triggered Messaging
Salesforce Flow fires SMS or voice touches on stage changes, case creation, or scheduled reminders.
Automation🟢
WhatsApp Business Channel
Customers reply on WhatsApp and the thread lands in the same Salesforce console as SMS.
Omnichannel📥
Group / Shared Inbox
A shared queue routes inbound messages to the right rep or team, with ownership tracked in Salesforce.
Team Console📊
Delivery & Engagement Reporting
Native Salesforce reports on send volume, delivery rate, and response time — no export required.
Analytics🛑
Opt-Out & Consent Tracking
STOP/START keywords sync to a consent field on the Contact and are enforced before any send.
Compliance🔢
Number Provisioning & Routing
Local, toll-free, and short code numbers provisioned and routed by territory, queue, or business hours.
Infrastructure Delivery Model
We Don't Deploy Software. We Build Operating Infrastructure.
Phase 01
Discovery & Data ModelDefine What a Conversation Record Actually Is in Your Org
We audit current comms channels and map SMS, voice, and WhatsApp needs to Salesforce objects before any configuration starts — deciding which object owns the conversation.
Phase 02
API & Number ProvisioningConnect Twilio to Salesforce the Right Way for Your Process
We set up the Twilio account, provision numbers and senders, and connect the API layer to Salesforce through the managed package or a custom REST integration, whichever your workflow needs.
Phase 03
Workflow & Automation BuildBuild the Triggers Against Your Actual Sales and Service Process
Flow-triggered sends, group inbox routing, call logging, and consent enforcement get built against how your team actually works, not a generic template.
Phase 04
Rollout, Training & HandoffPilot, Tune, Train, Then Step Back
We pilot with one team, tune delivery and response reporting against real usage, train admins and reps, and document ownership before handoff.
Outcomes
The Outcomes Firms Actually Come Back For.
Every Conversation Lives on the Record
Reps and managers see the full SMS, call, and WhatsApp history without leaving the Contact or Case.
Follow-Up Happens Without a Human Remembering
Flow-triggered messages fire the moment a stage or status changes, no manual reminder required.
One Console Replaces Four
Agents work SMS, voice, and WhatsApp from the same Salesforce screen instead of switching between vendor dashboards.
Consent Is Enforced, Not Just Logged
Opt-outs block future automated sends at the API layer itself, not just noted in a report after the fact.
Response Time Becomes Measurable
Delivery and engagement reports live natively in Salesforce, so managers can coach against real numbers instead of guesswork.
Communication Scales Without Adding Headcount
Automated reminders and campaigns absorb volume that used to require manual dialing or texting one contact at a time.
Common Scenarios
Where We See Twilio Deliver Most.
Healthcare Scheduling
Healthcare and appointment-heavy practices cut no-shows with automated reminders. Patients receive SMS and voice reminders tied directly to Salesforce scheduling records. When an appointment moves, the reminder logic moves with it, and the confirmation status writes straight back to the record — no staff member has to track it manually.
Sales Development
Sales development teams follow up the moment a lead status changes. A Flow-triggered SMS goes out automatically when a lead hits a defined stage, and the message thread logs to the Opportunity without the rep touching a separate tool. Follow-up stops depending on memory.
Contact Centers
Service Cloud contact centers route every channel through one queue. A shared inbox routes inbound SMS and WhatsApp messages to the right queue based on Salesforce ownership rules, and call recordings attach to the Case automatically. Agents stop switching between four dashboards to close one ticket.
E-Commerce Ops
E-commerce operations trigger order messaging straight from Salesforce. Order confirmation, shipping, and delivery SMS fire off Salesforce order status changes instead of a manual export process. Customers get real-time updates and the operations team stops babysitting a separate messaging tool.
Why Twopir
We're Not a Vendor. We're an Architectural Partner.
01
We Build the Data Model First, Not the Automation
Most Twilio integrations fail because nobody decided which object owns the conversation. We settle that before writing a single Flow.
02
API-Level Work, Not Just Managed Package Config
When the standard connector doesn't cover your process, we build the custom REST layer instead of forcing a workaround onto it.
03
Consent Logic Lives in the Integration, Not a Spreadsheet
Opt-outs are enforced at send time as part of the API layer, not reviewed after the fact in a separate compliance check.
04
One Team for the Twilio Side and the Salesforce Side
No handoff between a communications vendor and a Salesforce partner. We own both ends of the integration.
05
12+ Years Inside Salesforce Orgs
We know where comms data actually belongs — Case, Contact, Opportunity, or a custom object — and map to what your reporting already depends on.
"A Twilio integration isn't a messaging feature you bolt onto Salesforce. It's a decision about which object owns the conversation, and that decision should be made once, correctly, before any automation gets built."
Twopir Consulting — Salesforce Partner. Twilio integration specialists.
- Twilio SMS, voice & WhatsApp setup
- Flow-based automation & routing
- Consent & compliance enforcement
- Custom API & managed package integration
- 12+ Years Salesforce & HubSpot Delivery
- 500+ Clients Served
- Serving: US | Canada | UK | UAE | Australia | New Zealand
- Salesforce Partner
- HubSpot Partner
- AI Delivery
Common Questions
Questions Salesforce Teams Ask Before We Start.
How long does a Twilio-Salesforce integration take to implement? +
A standard SMS and voice implementation with Flow automation typically runs 4–6 weeks from discovery to rollout. Adding WhatsApp or custom contact center routing extends that by 1–2 weeks depending on process complexity.
Do we need the Twilio managed package, or can it be a custom integration? +
It depends on your process. The managed package covers standard two-way SMS and click-to-call well. We move to a custom REST integration when you need non-standard routing, multi-brand number pools, or logic the package doesn't expose.
Can Twilio call recordings and SMS threads attach automatically to Cases or Opportunities? +
Yes. We configure the integration so every recording, transcript, and message thread writes back to the related record automatically, with no manual attachment step required.
How do you handle SMS and TCPA consent and opt-outs? +
We build consent enforcement into the send logic itself, syncing STOP and START keywords to a Contact-level field that blocks future automated sends rather than relying on a report reviewed after the fact.
Does this work with WhatsApp and voice, or just SMS? +
Twilio supports SMS, voice, WhatsApp, video, and email through the same API layer, and we typically implement whichever combination matches your actual customer contact channels rather than defaulting to SMS alone.
What happens after go-live — do you provide ongoing support? +
Yes. We offer managed support for tuning automation, adding channels, and maintaining the integration as your Salesforce org and Twilio usage scale.
Get Started
Ready to Run Every Customer Conversation on a Single Platform?
We'll review your current SMS, voice, and WhatsApp channels and map them to a single Salesforce-native integration plan — no commitment required.
