Twilio for Salesforce Service Cloud

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.