Talk to us Start free trial on AgentExchange (opens in a new tab)

Salesforce-native Your own Twilio account

SMS & MMS, right inside Salesforce.

Text customers from Salesforce records, work every conversation as a team in a shared inbox, and run outreach and automation, all through your own Twilio account.

Start your 14-day free trial on AgentExchange (opens in a new tab) Talk to us
  • No credit card required
  • Listed on Salesforce AgentExchange
  • Then $120 per user per year
  • Runs on your own Twilio account

Animation: a user writes "Hi Sarah, your appointment is confirmed for tomorrow at 10:30 AM." in the ConnectSMS Text Messages component on a Salesforce Contact record. ConnectSMS sends it through the company's own Twilio account to the customer's phone, the status changes to Delivered, and the customer's reply "Perfect, thank you." appears on the same record.

  • Salesforce-nativeA managed package built on the Salesforce Platform
  • Your Twilio accountYour numbers in any country, billed to you by Twilio
  • Any objectStandard and custom objects you choose
  • 10 Flow actionsPlus a global Apex API, REST and Agentforce

What is ConnectSMS?

ConnectSMS is a Salesforce SMS and MMS app that connects Salesforce to your own Twilio account. It lets your team send and receive text messages from Salesforce records, manage conversations together in a shared inbox, run controlled outreach, and automate messaging through Flow, Apex, the REST API and Agentforce.

The platform

Everything your team needs for customer messaging in Salesforce.

Six capabilities that work together, so a text started on a record, in the inbox, in an outreach or in a Flow all follow the same rules.

Text from Salesforce

Send SMS, and MMS where supported, from Contacts, Leads, Accounts, Cases and the custom objects you add, and see the whole history on the record.

  • Templates
  • Schedule for later
  • Delivery status

Shared team inbox

Work inbound and outbound conversations together across every business number you can view.

  • Mine / Unassigned / Unread
  • Assign
  • Close & reopen

Templates

Reusable messages with Salesforce merge fields, fallbacks for empty values and a preview against a real record.

  • Merge fields
  • Fallbacks
  • Segment count

Outreach

Send to a report, a Salesforce Campaign or filtered records, and review exactly who will receive it first.

  • Audience preview
  • Recurring schedules
  • Results

Automation

Ten Flow actions, a global Apex API and the Salesforce REST API, ready for your processes and your agents.

  • Flow
  • Apex
  • REST
  • Agentforce

Administration & governance

Control numbers, access, policies, consent and operations from one Setup workspace.

  • Number access
  • Policies
  • Audit log

Also in every license: Standard and custom objects Schedule for later Campaign SMS

Shared inbox

Manage customer conversations as a team.

One inbox for every business number you can view, with the customer's Salesforce record one click away.

Animation: in the ConnectSMS Inbox, a new text from Sarah Chen, "Perfect, thank you. Should I bring anything?", moves the conversation to the top of the list with an unread badge. Alex Kim opens it, selects Assign and then Assign to me, and replies "Just your ID. See you tomorrow." from the Support line, the number the customer texted. The reply's status changes from Queued to Sent to Delivered.

Recreated from the ConnectSMS interface with sample data.

Always reply from the right number

Replies go out from the business number the customer texted, so they keep seeing the same number.

Connected to the record

A new conversation links itself when exactly one Contact, or failing that one open Lead, has the number.

Clear ownership

Assign conversations to yourself, close and reopen them, and see who has replied, all shared across the team.

Explore the shared inbox

Automation

One messaging engine. UI, Flow, API and agents.

ConnectSMS gives Salesforce Flow, Apex, REST integrations and Agentforce the same messaging your team uses on screen.

A message sent by automation still respects sender access, recipient validation, opt-outs and your messaging policies. Nothing gets a shortcut.

FlowTen invocable actions ApexGlobal ConnectSMSApi class RESTStandard actions endpoint AgentforceActions for your agents

See how automation works

ConnectSMS actions in Flow Builder

  1. 01
    List My Business Numbers The numbers the running user can send from
  2. 02
    Find Text Recipient Resolve a record to a textable phone number
  3. 03
    Render Text Template Fill a template's merge fields for a record
  4. 04
    Preview Text Message Check length, segments and blockers before sending
  5. 05
    Send Text Message Send now, or schedule with Send At
  6. 06
    Cancel Scheduled Text Message Cancel before it is handed to Twilio
  7. 07
    Get Text Message Status Read the current delivery status
  8. 08
    Get Text Conversation History Read the messages in a conversation
  9. 09
    Reply to Text Conversation Reply from the conversation's own number
  10. 10
    Get ConnectSMS Setup Health Check readiness (admins only)

Outreach

Reach Salesforce audiences without exporting data.

Campaign managers build SMS outreach from a Salesforce report, the members of a Salesforce Campaign, or records that match filters.

  • Details, audience, message, schedule, then review and send
  • See who will receive it, and who won't and why, before anything goes out
  • Opted-out people, duplicates and missing or invalid numbers are left out
  • Send once, or every day, week or month in the time zone you choose

Explore outreach

New outreach
  1. Details
  2. Audience
  3. Message
  4. Schedule
  5. 5Review & Send

Step 5 of 5

Review & Send

Check your settings, then send the outreach now or save it.

AudienceEdit
Source
Members of a Salesforce Campaign
Recipients
Members of the Salesforce Campaign "Spring Service 2026"
Phone number to text
First phone field that has a valid number
Who will receive itCheck the numbers again

1,184 people will be sent the message.

1,262 records found.

  • No phone number31
  • Not a valid mobile number12
  • Same number as another recipient18
  • Opted out17
  • Will be sent the message1,184

About 1,184 SMS segments in total (up to 1 segment per message). Twilio charges per segment.

Checked at 9:42 AM. Eligibility is checked again for every recipient when the message is sent.

I reviewed the recipients and the message. Send it now to 1,184 people.

Messages that Twilio accepts can't be recalled.

Cancel Back Save Send outreach

Recreated from the ConnectSMS interface with sample data.

Bring your own Twilio

Your Twilio account. Your numbers. Your usage.

ConnectSMS works with your own Twilio account. Twilio bills you directly for messaging, and ConnectSMS doesn't impose message-plan limits.

  • Keep using the Twilio account and numbers you already have
  • Sync your numbers and Messaging Services into Salesforce
  • Decide who can send from each number, and which numbers automation can use
  • See message and segment usage in ConnectSMS Setup

How the Twilio integration works

In Salesforce

Your Salesforce orgRecords, users, reports, Flow
ConnectSMSComposer, inbox, outreach, automation, policies

Your Twilio account

Messaging ServicesYour business numbers
Billed by TwilioDirectly to your account

No ConnectSMS servers in between: Salesforce connects directly to Twilio.

Business workflows

Messaging that follows your Salesforce processes.

Common patterns teams build with ConnectSMS and Salesforce automation.

Lead follow-up

  1. New Lead
  2. Flow
  3. Personalized SMS
  4. Reply lands in Salesforce

Appointment reminders

  1. Appointment booked
  2. Flow schedules a text
  3. Reminder the day before
  4. Customer confirms

Service updates

  1. Case status changes
  2. Flow
  3. Status text from the service line
  4. Customer replies in the inbox

Payment reminders

  1. Invoice due date nears
  2. Scheduled Flow
  3. Personalized reminder
  4. Status tracked on the record

See solutions by team

Reliability & governance

Built to avoid guessing with customer messages.

Every message is recorded in Salesforce before ConnectSMS calls Twilio. If Twilio's answer is lost, the message is marked Unknown and checked with Twilio, never blindly sent again.

Policies and opt-outs

Opt-outs are always enforced, and checked again when a scheduled message is sent.

Access by number

People only see and send from the business numbers they've been given.

One switch for sending

Turn off sending for the whole org at once. The reason is recorded in the audit log.

Security, consent and reliability

Normal path

  1. Queued
  2. Sending
  3. Sent
  4. Delivered

If Twilio's answer is lost

  1. Timeout or server error
  2. Unknown
  3. ConnectSMS checks with Twilio
  4. Matching status, or Failed if Twilio never got it

Product tour

Eight screens. One turn of the wheel.

Scroll, drag or use the arrow keys to turn through ConnectSMS. Select the card at the front to see it full size.

The Flow Builder screen is a real screenshot; the others are recreated from the ConnectSMS interface with sample data.

  1. The ConnectSMS shared inbox with a conversation list, an open conversation and customer details

    Shared inbox

    Every conversation on the business numbers you can view, filtered by number and by All, Mine, Unassigned or Unread, with the customer's details alongside.

  2. The ConnectSMS Text Messages component on a Contact record, with a delivered message, a reply and a scheduled send

    Texting from a record

    The Text Messages component shows the whole history on the record, and sends or schedules from the number you choose.

  3. The ConnectSMS template editor with merge fields, a segment counter and a preview

    Templates with fallbacks

    Reusable messages with merge fields, fallbacks for empty fields, a live segment count and a preview against a real record.

  4. The ConnectSMS outreach review step showing how many people will be sent the message and why others are excluded

    Review before you send

    Outreach shows exactly who will receive a message, and who won't and why, before anything is sent.

  5. Salesforce Flow Builder showing the ten ConnectSMS actions next to a Flow that texts the customer when a Case is closed

    ConnectSMS in Flow

    The ten ConnectSMS actions in Flow Builder, next to a Flow that texts the customer when a Case is closed and checks whether the text was accepted. A real screenshot.

  6. The ConnectSMS Setup overview with sending on and a completed setup checklist

    Guided setup

    An eight-step checklist connects Twilio, business numbers, webhooks and access, and sending stays off until it's ready.

  7. The ConnectSMS access table listing people and groups with send and view access to business numbers

    Number-level access

    Admins decide which people and public groups can send from, or only view, each business number.

  8. The ConnectSMS messaging policies screen with opt-out, quiet hours and daily safeguard settings

    Messaging policies

    Opt-out scope, quiet hours for outreach and automation, and an optional daily safeguard, set once for the whole org.

FAQ

Questions teams ask first.

Straight answers about how ConnectSMS works with Salesforce and Twilio.

See all questions

What is ConnectSMS?

ConnectSMS is a Salesforce SMS and MMS app that connects Salesforce to your own Twilio account. Your team can text customers from Salesforce records, work conversations together in a shared inbox, run outreach to reports, campaigns and filtered records, and automate messaging with Flow, Apex and the Salesforce REST API.

How ConnectSMS works

Is there a free trial?

Yes. Installing ConnectSMS from AgentExchange starts a 14-day free trial of the full edition, with every feature, and no credit card is required. After the trial, ConnectSMS is $120 per user per year. Twilio still bills your own Twilio account for anything you send during the trial, and Twilio's own trial accounts don't work with ConnectSMS, so connect an upgraded Twilio account.

Pricing

Is ConnectSMS on the Salesforce AppExchange?

Yes. ConnectSMS is listed on Salesforce AgentExchange (formerly AppExchange), Salesforce's app marketplace. It installs from the listing as a managed package into your production org or a sandbox, and installing doesn't send anything: sending stays off until an admin finishes setup and turns it on.

Installation steps

Can I use my existing Twilio account?

Yes. ConnectSMS uses your own Twilio account and numbers, Twilio bills that account directly, and ConnectSMS adds no message-plan limits. Each number needs to be in a Twilio Messaging Service, and US numbers need an approved A2P 10DLC campaign or verified toll-free status.

Can I text numbers in other countries?

Yes. ConnectSMS has no country restrictions for text messages: you can send from Twilio numbers in any country and text any country your Twilio account is allowed to reach. Allow those countries in Twilio's Messaging Geographic Permissions, and check Twilio's pricing and sender rules for each one. Picture messages (MMS) are the one exception: attachments go only to US, Canadian and Australian numbers, the countries where Twilio documents MMS delivery.

Geo Permissions in Twilio

Can Salesforce receive text messages?

Yes. Twilio passes incoming texts to a webhook on a public Salesforce Site, and ConnectSMS shows them in the conversation on the record and in the shared inbox. When exactly one Contact, or failing that one open Lead, has the sender's number, the conversation is linked to that record automatically.

Two-way SMS in Salesforce

Can Salesforce Flow send SMS?

Yes. ConnectSMS adds ten invocable actions to Flow Builder under ConnectSMS, including Send Text Message (with an optional Send At time to schedule it), Preview Text Message, Get Text Message Status and Reply to Text Conversation. Flow sends go through the same access, opt-out and policy checks as sending from the screen.

Send SMS from Salesforce Flow

Can multiple Salesforce users share an SMS inbox?

Yes. The shared inbox shows conversations on every business number you're allowed to view. You can filter by number, switch between All, Mine, Unassigned and Unread, assign a conversation to yourself, and close or reopen it. Read and unread state is shared by the team.

The shared SMS inbox

Can Salesforce send bulk SMS?

Yes, with ConnectSMS outreach. A campaign manager chooses an audience from a Salesforce report, the members of a Salesforce Campaign, or records that match filters, writes the message, and sees exactly who will receive it before sending or scheduling. People who opted out, duplicate numbers and missing or invalid numbers are left out automatically.

Bulk SMS from Salesforce

How are SMS opt-outs handled?

When a customer replies with one of Twilio's standard opt-out keywords, such as STOP, UNSUBSCRIBE or CANCEL, ConnectSMS records the opt-out and stops texting that number; START, YES or UNSTOP opts them back in. Opt-outs are always enforced, checked when a message is requested and again when it is sent, and shown to users in the composer and inbox.

Consent and opt-outs

Does ConnectSMS limit how many messages I can send?

ConnectSMS doesn't impose message-plan limits or quotas; Twilio bills your account for what you send. Admins can set an optional daily safeguard, and Twilio and the carriers apply their own sending rules.

Try it now: every feature, free for 14 days

Put every customer text where your team already works.

Install ConnectSMS from AgentExchange, connect your Twilio account and give your team the numbers they should text from.

Start your 14-day free trial on AgentExchange (opens in a new tab) Talk to us
  • No credit card required
  • Listed on Salesforce AgentExchange
  • Then $120 per user per year
  • Runs on your own Twilio account

ConnectSMS is published by WorkBridge Solutions. Twilio bills your Twilio account directly for messaging, including during the trial.