Salesforce ↔ Twilio integration

Salesforce sends SMS and WhatsApp messages through Twilio at the right step of a deal or case, and the delivery status returns to the record

Clients read messages faster than email, so managers end up texting from their own phones: reminders, delivery notices, «your order is ready». Nothing of that is in Salesforce, nobody knows whether the message arrived, and when the manager leaves, the history leaves with them. The Salesforce ↔ Twilio pair sends those messages from the company account at the step where they belong, such as a new case, a shipped order or a meeting tomorrow, and writes back to the record whether each message was delivered and why not if it failed. Below: what moves, which scenarios we cover and what we rely on in both systems.

Request an integration System page: Salesforce →System page: Twilio →

What moves between the systems

Salesforce → TwilioA step in a Salesforce Flow, such as a case created or an order marked shipped, publishes an event with the phone number and the agreed template, and the connection sends the message through Twilio.
Salesforce → TwilioThe template is filled from the record's fields, such as the client's name, order number or meeting time, so every message is personal without typing.
Twilio → SalesforceEvery status change of the message, from sent to delivered, returns to the Salesforce record, so the manager sees whether the client received it.
Twilio → SalesforceIf a message failed or was not delivered, the error code and a plain explanation are written to the record, and a task is created for the owner to reach the client another way.

What we connect

The Salesforce side connects through an External Client App, the access method Salesforce now recommends for new integrations.
On the Twilio side you issue a restricted access key that can only send messages; it can be revoked at any moment without touching your main credentials.
Together with you we write the message templates and the steps that send them, and agree the hours when messages may go out.
The first run goes only to your team's numbers; clients get messages after you have seen every template arrive as intended.

Automation scenarios

Managers text from personal phones

Before reminders go from personal numbers, and the history disappears when the manager leaves.

After messages go from the company account, and each one is on the client's record.

Clients miss meetings

Before someone is supposed to remind clients the day before and often forgets.

After the reminder goes by itself at the agreed hour, and an undelivered one creates a task to call.

«Where is my order?» calls

Before support answers the same question all day.

After the client gets a message when the order is shipped, with its number, and support sees in the record that it was delivered.

How it works technically

For those who want to check: each point links to the official documentation page it comes from.

Salesforce Flow is a no-code automation builder that runs on the same platform as Apex code and can automate steps for any record type.
Source: developer.salesforce.com ↗ checked 2026-09-25
Platform Events are secure, scalable messages published by Salesforce and received by subscribers in real time — Salesforce's built-in equivalent of a webhook.
Source: developer.salesforce.com ↗ checked 2026-09-25
Access is authorised through OAuth 2.0 via a Connected App or External Client App; since Spring '26, creating new Connected Apps is restricted and Salesforce recommends External Client Apps instead (existing Connected Apps keep working).
Source: developer.salesforce.com ↗ checked 2026-09-25
An outgoing SMS or WhatsApp message is sent by one API request to the account's Messages resource; in trial mode the recipient's number must first be verified with Twilio.
Source: www.twilio.com ↗ checked 2026-09-29
Twilio calls back a URL you give it every time a message changes status, and if the message failed or was undelivered, the callback carries an error code explaining why.
Source: www.twilio.com ↗ checked 2026-09-29
There are three levels of access key: Main (full access, equal to the account's own main credentials), Standard (access to all resources except managing the account and its keys) and Restricted (narrowed to specific resources only).
Source: www.twilio.com ↗ checked 2026-09-25

Limits

The limits come from both systems. While the Twilio account is in trial mode, messages reach only numbers verified in advance, so clients are connected after the account is upgraded. Each message is paid to Twilio by your account at its rates, and WhatsApp has its own rules for which messages a business may start. Delivery statuses arrive as Twilio reports them, so a status may stay «sent» for a while before it becomes «delivered». Calls are not part of this pair; Salesforce's older telephony layer is being retired, and a voice setup is planned separately.

How to start

Three steps from a first message to work on your project.

01
Leave a request
Describe the task in the form — in text or by voice. Budget and timing are optional.
02
We review and estimate
A developer studies the brief, asks about anything unclear and sends an estimate.
03
We start
Once scope and price are agreed, the work begins.

Leave a request

or write to info@coreviaflow.space

Live project We built and run Gemalli — a B2B export platform with producer pages, a CRM and a deal chat. Read the case →

Questions

Can a client reply to the message?

Yes. Replies can be collected on the client's record so the owner sees them; we agree who is notified and how quickly they should answer.

Who pays for the messages?

Your company, directly to Twilio, from your own account. We do not resell messages, so you see every charge in Twilio.

What if the access key leaks?

It can only send messages, not manage your account, and you revoke it in Twilio in one step; we then issue a new one without changing anything in Salesforce.