Why It Matters
If your teams live in Salesforce, but conversations happen elsewhere, you lose visibility, tracking, and automation. A proper integration brings all customer communication into the CRM where it belongs.
Real-Time Messaging + CRM Context
Sales, service, and marketing can now see all customer messages in one place. No need to switch tabs or dig through inboxes. All interactions—calls, texts, WhatsApp—are logged against leads, contacts, or cases.
Better Timing, Better Targeting
With Twilio and Salesforce in sync, you can trigger personalized messages directly from Flows or Apex, tied to pipeline stages, support escalations, or any business logic.
Existing Solutions and APIs
Twilio offers a rich suite of APIs (SMS, Voice, Conversations, Flex, Verify) and webhooks for full communication control. Salesforce has AppExchange packages and offers full customization via Apex, Flow, and Platform Events.
But most prebuilt connectors are either limited or generic. If your workflows are even slightly non-standard, you'll hit a wall fast.
Custom Messaging Logic or Quick Setup? We’ve Got Both
At Success Craft, we specialize in Twilio + Salesforce integrations that reflect how your teams actually communicate. We can use prebuilt connectors when it makes sense—or build custom logic that aligns with your business.
Want to trigger SMS from a case status change? Easy.
Need two-way WhatsApp messaging on a contact record with sentiment tracking? We’ve done it.
Require call center routing logic using Twilio Flex, tied to Salesforce queues? No problem.
We integrate across marketing, service, sales, and support use cases.
Proven Results with Twilio and Salesforce
Case Study 1: SMS Notifications for Logistics Company
A logistics provider needed to send shipment alerts and delivery confirmations via SMS, triggered by Salesforce status updates. We integrated Twilio Messaging API into their Flow logic.
Outcome: 85% drop in missed deliveries, faster support resolution, and lower call volume.
Case Study 2: WhatsApp Service for Healthcare Firm
A healthcare startup used WhatsApp for patient scheduling and support. We integrated Twilio Conversations API with Salesforce Cases and Contacts, enabling bi-directional chats with logging.
Outcome: Reduced patient no-shows, better care follow-up, and centralized communication history.
Case Study 3: Flex Call Center Routing for Fintech
A fintech company needed to route calls dynamically via Twilio Flex, based on Salesforce Opportunity data and agent availability. We built a real-time sync layer with smart queue logic.
Outcome: Improved SLA adherence, more qualified call handling, and optimized agent load.
Let’s Connect Your Communication with Your CRM
Success Craft helps companies bring messaging and customer interaction into Salesforce where it belongs. No more scattered tools. Just clean, contextual communication. Let’s build your Twilio + Salesforce solution together.
Get in touch to
grow your business
Success Craft is a team of more than 140+ Salesforce developers,
Technical Architects and QA Engineers who delivered 300+ successful
Salesforce projects.
Location
Wałowa 40/89Gdansk, 80-858
Poland