Text from records
The Text Messages component on Contacts, Leads, Accounts, Cases and objects you enable.
Salesforce SMS
Salesforce SMS, connected to your Twilio account.
Text customers from Salesforce records, work every conversation in a shared inbox, run outreach and automate messages, without copying phone numbers into another tool.
- No credit card required
- Listed on Salesforce AgentExchange
- Then $120 per user per year
- Runs on your own Twilio account
What is Salesforce SMS? It means sending and receiving text messages from Salesforce, so each conversation sits next to the customer's record. ConnectSMS does this by connecting Salesforce to your own Twilio account: messages are recorded in Salesforce, sent through Twilio, and replies and delivery updates come back to the same record.
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.
Why it matters
Stop switching between Salesforce and a separate texting tool.
When texts live in another system, nobody else can see them and the record doesn't reflect what was said.
Texting outside Salesforce
- Open the record
- Copy the phone number
- Switch to another messaging tool
- Send and track it there
- Come back and log what happened
The conversation lives in a second system, so the record doesn't show it and nobody else on the team can pick it up.
Texting with ConnectSMS
- Open the record
- Write the text in ConnectSMS
- Send, schedule or automate it
- Replies come back to the same record and inbox
Every message, status and reply stays connected to Salesforce, where your team and your reports can see it.
How it works
What happens to a text, from Salesforce to the phone and back.
ConnectSMS runs inside your Salesforce org. It records every message, applies your rules, and talks directly to your Twilio account.
Outbound
- Record, inbox, outreach or Flow
- ConnectSMS checks access, opt-outs and policies
- Recorded, then handed to your Twilio account
- Carrier delivers it
Inbound
- Customer replies
- Twilio calls your Salesforce Site
- ConnectSMS verifies the signature and saves it
- On the record and in the inbox
Status
- Twilio reports delivery
- Status moves forward: Sending, Sent, Delivered
- Shown next to the message
What you can do
One app for every kind of customer text.
Share an inbox
Work conversations as a team, across all the business numbers you can view.
Reuse templates
Merge fields with fallbacks, previews against real records and segment counts.
Run outreach
Send to a report, a Salesforce Campaign or filtered records, after a full audience check.
Automate
Ten Flow actions, a global Apex API and the REST API, with the same checks as the screen.
Send MMS
Pictures and files to US, Canadian and Australian numbers from MMS-capable numbers, once your admin turns it on.
Text from any object
Add standard or custom objects in Setup and choose which phone fields to text.
Text a Campaign
Send to the Contacts and Leads in a Salesforce Campaign. Each run reads the current members.
Use your own Twilio
Messages go through your Twilio account and your numbers, in any country, so you keep the relationship and the billing.
What you need
What to have in place first.
An admin sets ConnectSMS up once. A checklist in ConnectSMS Setup shows what's done and what's left, and sending stays off until everything is ready.
- A Salesforce org using Lightning Experience
- A Twilio account with your numbers in a Twilio Messaging Service. US numbers need an approved A2P 10DLC campaign or verified toll-free status.
- A public Salesforce Site to receive replies and delivery updates from Twilio
- An admin to work through the eight-step setup checklist
Built on the Salesforce Platform
No servers in between
ConnectSMS installs as a managed package. Salesforce connects directly to your Twilio account, so messages, statuses and replies are stored in your org and protected by your Salesforce security model.
Twilio bills you directly
You keep your own Twilio account and numbers. Twilio bills that account for messaging, and ConnectSMS doesn't add message-plan limits.
Who does what
Four roles, one permission model.
ConnectSMS permission sets decide what people can do. Number access decides which business numbers they can use.
ConnectSMS User
Everyday texting, the inbox and templates, on the business numbers an admin has granted.
ConnectSMS Campaign Manager
Creates, reviews, launches, pauses and cancels outreach, and manages shared templates. Combine with ConnectSMS User to text one-to-one.
ConnectSMS Admin
Twilio connection, business numbers, access, policies, opt-outs and operations.
ConnectSMS Automation
For integration users, agent users and people who run Flow or API messaging from numbers made available to automation.
FAQ
Salesforce SMS: common 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.
Can Salesforce send SMS?
Yes, with an SMS app such as ConnectSMS. Once it's installed, people send texts from the ConnectSMS Text Messages component on record pages, from the shared inbox and from outreach, and Flow, Apex and REST integrations can send them too. Every message goes out through your Twilio account.
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.
How does Twilio integrate with Salesforce?
ConnectSMS calls Twilio's API directly from Salesforce with your Account SID and Auth Token, which it verifies with Twilio before saving. Replies, opt-outs and delivery updates come back through a webhook on a Salesforce Site, and ConnectSMS checks Twilio's signature on every call. There is no ConnectSMS server in between.
Is ConnectSMS native to Salesforce?
ConnectSMS is built on the Salesforce Platform and installs as a managed package. Salesforce connects directly to your Twilio account, with no ConnectSMS servers in between. To receive replies you also need a public Salesforce Site, which setup walks you through.
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.
What do I need to set up ConnectSMS?
A Twilio account with at least one number in a Messaging Service, a public Salesforce Site for incoming messages, and a Salesforce admin to work through the eight-step setup checklist: connect Twilio, sync business numbers, set up the webhook, give people access to numbers, assign permission sets, choose the records you can text, turn on background jobs and turn on sending.
Keep exploring
Choosing a Salesforce SMS app
Three ways to add texting, bundled messaging or your own Twilio, and 15 questions to ask.
Twilio and Salesforce architecture
Callouts, webhooks, signatures and registration, explained.
Setup guide
Install ConnectSMS, connect Twilio and send your first text.
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.
- 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.