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Solutions

Salesforce SMS solutions for every team.

Sales, service and operations teams text customers for different reasons: following up on leads, updating customers on cases, confirming appointments, and sending status updates when a record changes. With ConnectSMS they all work from the same Salesforce data and the same rules.

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

How do teams use SMS in Salesforce? Sales reps text leads and contacts from the record, service teams answer customers from a shared line in the inbox, and operations teams automate confirmations, reminders and notifications with Flow or Apex. ConnectSMS keeps every text and reply in Salesforce and sends them through your own Twilio account.

Inbox New
Checks for updates every 20 seconds
AllMineUnassignedUnread 3
  • Sarah ChenJust now
    +1 (212) 555-0147 · Contact: Sarah Chen
    You: Just your ID. See you tomorrow.
    Support lineAssigned to you
  • Marcus Reid12 min
    +1 (718) 555-0176 · Contact: Marcus Reid
    Can I move my service visit to Friday morning?1
    Service lineUnassigned
  • +1 (646) 555-01811:05 PM
    Is the Midtown store open on Sunday?2
    Support lineUnassigned
  • Joy ParkerMon
    +1 (917) 555-0133 · Lead: Joy Parker
    You: Thanks for reaching out. A team member will follow up shortly.
    Sales lineAssigned to Jordan Lee

Recreated from the ConnectSMS interface with sample data.

Use cases

Start with the job your team does every day.

Each page walks through the day-to-day workflow, the features that matter, example messages and what your admin sets up.

Sales

Follow up on leads and deals by text from each rep's own number or a shared sales line, with every reply on the record.

  • Lead follow-up
  • Rep numbers
  • Quick replies

Service

Answer customers from a shared service line, take ownership of conversations and send case updates without leaving Salesforce.

  • Shared inbox
  • Assignment
  • Case updates

Appointments

Confirm bookings, schedule reminders from Flow or recurring outreach, and handle reschedule replies in the inbox.

  • Confirmations
  • Scheduled reminders
  • Reschedules

Notifications

Text order, case and invoice updates when a Salesforce record changes, with opt-outs enforced and, if you turn them on, quiet hours for automated messages.

  • Flow and Apex
  • Quiet hours
  • Opt-out handling

Salesforce Automation

The engine behind these workflows: ten Flow actions, a global Apex API and the Salesforce REST API, all using the same checks as sending from the screen.

  • Flow
  • Apex
  • REST
  • Agentforce

One setup

Several teams, one set of rules.

Every team texts through the same ConnectSMS setup, but each one sees and sends from its own business numbers. Someone who moves teams keeps their Salesforce login and gets different number access; the conversations stay with the number.

  • Give each team its own number, such as a sales line, a service line or an appointments line
  • Grant Can send or Can view per number, to people or to public groups
  • Let automation use only the numbers you mark as available to it
  • Apply one opt-out list across every number, and quiet hours to outreach and automation
User and number accessControl who can send and view messages and which business numbers they can use.
+ Add access
Person or groupBusiness numberCan sendCan viewDefault
Support teamPublic group · 9 direct member(s) Support line · +1 (415) 555-0199 —
Alex Kimalex.kim@workbridgesolutions.example Support line · +1 (415) 555-0199 Default
Jordan Leejordan.lee@workbridgesolutions.example Sales line · +1 (415) 555-0142 Default
Service deskPublic group · 4 direct member(s) Service line · +1 (415) 555-0123 —
Operations leadsPublic group · 3 direct member(s) Sales line · +1 (415) 555-0142 — —

Recreated from the ConnectSMS interface with sample data.

How number access works

Industries

How teams in different industries use Salesforce messaging.

The same building blocks, applied to different work. These are common patterns that teams build with Salesforce and ConnectSMS, not packaged industry editions.

Field service

Dispatchers text arrival windows from the case or job record, and customers reply with access notes or questions that land in the dispatch team's inbox. A Flow can send a heads-up when a visit is booked or moved.

Automotive

Service advisors text customers when a vehicle is ready or a repair needs their go-ahead. Sales staff follow up on test-drive leads from their own number.

Healthcare communication

Clinics and care teams send appointment confirmations and reminders, and front-desk staff handle reschedule requests in the shared inbox. Many teams keep texts to logistics, such as the time and place, and leave health details out.

Real estate

Agents text leads about showings and open houses from their own number. Replies are linked to the Lead or Contact, so a colleague can pick up the conversation with the full history.

Financial services

Advisors and service teams send meeting reminders and document follow-ups, and a scheduled Flow sends payment reminders. Number-level access decides who can read which conversations.

Logistics

Record-triggered flows text delivery windows and exceptions when a shipment record changes. Customer replies reach the dispatch or customer service team in the inbox.

Education

Admissions teams follow up with prospective students stored as Leads. Schools send deadline and event reminders through outreach to a report or a Salesforce Campaign.

Your own objects

Admins can add custom objects in Recipients and choose phone fields up to one lookup away, so texting follows your data model.

A note on industry rules. ConnectSMS doesn't provide industry-specific compliance features or certifications. Each organization is responsible for its own obligations, including consent, message content, record keeping and any rules that apply to its industry or region.

FAQ

Questions from teams planning their rollout

Can different teams text from different numbers?

Yes. Admins sync your Twilio numbers into ConnectSMS and decide, number by number, who can send, who can only view, and whose default number it is. Access can go to individual users or to public groups, so a sales line, a service line and an appointments line can each have their own team. Replies always come from the number the customer texted.

Administration

Do all teams share one opt-out list?

By default, yes. When someone texts STOP to any of your business numbers, ConnectSMS blocks every business number from texting that phone. An admin can change the scope so a STOP only blocks the number that received it. Opt-outs are always enforced, for people, outreach and automation alike.

How opt-outs work

Which Salesforce records can I text from?

Contacts, Leads, Accounts and Cases are set up out of the box. Admins can add other objects in Recipients and choose which phone fields ConnectSMS uses, in order.

Text from any object

Does ConnectSMS make my text messaging compliant?

No software can do that on its own. ConnectSMS gives you controls that help your team apply the policies you choose, including opt-out enforcement, quiet hours for outreach and automation, number-level access and an audit log. You remain responsible for consent and for the rules that apply to your messages.

Keep exploring

Outreach

Text a report, a Salesforce Campaign or filtered records, after reviewing who receives it.

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.