New lead follow-up
A record-triggered Flow sends a first text when a web lead arrives, so nobody waits for a rep to be free. The rep takes over when the lead replies.
- New web Lead
- Flow sends a first text
- Lead replies
- Rep answers from the record
Sales
Follow up on leads by text, from Salesforce.
Reps text leads and contacts from the record they're already working, from their own business number or a shared sales line. Replies come back to that number and show on the record and in the inbox.
- No credit card required
- Listed on Salesforce AgentExchange
- Then $120 per user per year
- Runs on your own Twilio account
How do sales teams text from Salesforce? With ConnectSMS, reps send texts from the ConnectSMS Text Messages component on Lead and Contact pages, using templates and merge fields such as {!Lead.FirstName|there}. Each text goes out from a business number the rep is allowed to use, and the customer's reply comes back to that number and is linked to the record.
Sarah Chen
Mobile · +1 (212) 555-0147
Text messages · Updated just now
Today
Hi Sarah, this is Alex at WorkBridge Solutions. Thanks for your request. Is today a good day for a 10-minute call?
Yes, after 3 would be best. In meetings until then.
Recreated from the ConnectSMS interface with sample data.
The day-to-day workflow
A rep's day with ConnectSMS.
Most sales texting is short and timely: a first reply to a new lead, a nudge after a meeting, a confirmation before a call. Each step happens on the Salesforce record.
After a meeting
The rep inserts a template on the Contact, checks the preview and schedules a check-in for later in the week.
- Meeting ends
- Template with merge fields
- Check-in scheduled
- Reply lands on the Contact
Working the replies
Replies to the rep's number show in the inbox. The Mine and Unread views keep a rep's own conversations in front of them.
- Reply arrives
- Linked to the Lead or Contact
- Rep selects Assign to me
- Answer from the same number
Event invitations
For a webinar or open day, a campaign manager texts the members of a Salesforce Campaign and reviews exactly who will receive it first.
- Salesforce Campaign
- Outreach with audience preview
- Review & Send
- Replies in the inbox
Numbers
The rep's own number, or one sales line.
Choose how customers see your team. ConnectSMS supports both models, and you can mix them.
One number per rep
Give each rep Can send and Default on their own Twilio number. Customers always see the same number from that rep, and ConnectSMS never switches numbers on a reply.
A shared sales line
Grant Can send on one number to a public group of reps. Anyone in the group can pick up a reply, assign it to themselves and answer from the same line.
The number stays with you
Numbers belong to your Twilio account, not to anyone's phone. When territories change, an admin moves access and the full history stays in Salesforce.
User and number accessControl who can send and view messages and which business numbers they can use.
+ Add access
| Person or group | Business number | Can send | Can view | Default |
|---|---|---|---|---|
| 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.
Features that matter
What sales teams use most.
Text from Leads and Contacts
The Text Messages component shows the history with that number and lets reps send or schedule from the record. Leads and Contacts use Mobile, then Phone, out of the box.
Templates and quick replies
Shared templates with merge fields and fallbacks, and quick replies that work on any record. Reps use the active ones; managers maintain them.
Scheduled follow-ups
Schedule a text in 15-minute slots up to 35 days ahead, in the rep's Salesforce time zone. Access and opt-outs are checked again before it goes.
Mine, Unassigned and Unread
The inbox covers every number a rep can view. Reps filter to their own conversations or unread ones, and assign a new reply to themselves.
Automated lead follow-up
Send Text Message in a record-triggered Flow texts new leads as soon as they're created, with an idempotency key so a re-save doesn't send twice.
Texting Campaign members
Send an event invitation or follow-up to the Contacts and Leads in a Salesforce Campaign, with opted-out and duplicate numbers left out.
Example messages
Sales texts that sound like a person.
Short, specific and easy to answer. Merge fields fill in record data when the message is sent, and the text after the vertical bar is used when a field is empty.
Lead · first reply
New web lead
As written
Hi {!Lead.FirstName|there}, this is {!$User.FirstName} at WorkBridge Solutions. Thanks for your request. Is today a good day for a 10-minute call?
What the customer receives
Hi Sagar, this is Jordan at WorkBridge Solutions. Thanks for your request. Is today a good day for a 10-minute call?
Contact · after a demo
Proposal follow-up
As written
Hi {!Contact.FirstName|there}, thanks for your time today. I've emailed the proposal for {!Contact.Account.Name|your team}. Reply here with any questions.
What the customer receives
Hi Sarah, thanks for your time today. I've emailed the proposal for Chen Household. Reply here with any questions.
{!Contact.Account.Name} follows one lookup from the Contact to its Account.
Contact · scheduled
Call reminder
As written
Hi {!Contact.FirstName|there}, looking forward to our call today at 2:00 PM. Reply here if you need to move it.
What the customer receives
Hi Sarah, looking forward to our call today at 2:00 PM. Reply here if you need to move it.
Written after the meeting and scheduled for 9:00 AM on the day of the call.
Quick reply · any record
Holding reply
As written
Thanks for your message. I'm with a customer and will reply within the hour. {!$User.FirstName}, {!$Organization.Name}
What the customer receives
Thanks for your message. I'm with a customer and will reply within the hour. Jordan, WorkBridge Solutions
Quick replies can use $User and $Organization fields only, so they work on any record.
$User fields are filled in with whoever sends the text. In automation that's the user the Flow runs as, and outreach
doesn't allow them, so write the name out instead.
Setup notes
What your admin sets up for sales.
A sales rollout usually takes a few permission sets, one number decision and two record pages.
Permission sets
Assign by role, not by person, where you can.
- ConnectSMS User for every rep who texts
- ConnectSMS Campaign Manager for whoever runs event outreach, combined with ConnectSMS User to text one-to-one
- ConnectSMS Automation for the integration user that runs lead follow-up flows
Numbers
Sync your Twilio numbers, then grant access.
- Each rep's number with Can send and Default, or a sales line granted to a public group
- Can view for managers who read conversations without replying
- Every number in a Twilio Messaging Service; US numbers need an approved A2P 10DLC campaign or verified toll-free status
Record pages
Put texting where reps already work.
- Add ConnectSMS Text Messages to Lead and Contact pages in Lightning App Builder
- Add the ConnectSMS Inbox to the utility bar so replies are one click away
- To text from Opportunities, add Opportunity in Recipients with a phone field one lookup away, such as
Primary_Contact__r.MobilePhone
Automation
For lead follow-up flows.
- Mark the number the Flow uses Available to automation
- Pass an Idempotency Key such as
{!$Record.Id}-welcome - Quiet hours delay automated texts and outreach, never a rep's own messages
FAQ
Sales texting: common questions
Can each sales rep text from their own number?
Yes. An admin syncs the rep's Twilio number into ConnectSMS and gives the rep Can send and Default on it. The rep's texts go out from that number, customers' replies come back to it, and a reply is always sent from the number the customer texted. A sales manager can get Can view on the same number to read those conversations without replying.
What happens when a lead texts back?
The reply arrives in Salesforce through your Twilio account and joins the conversation for that business number. A new conversation is linked automatically when exactly one Contact, or failing that exactly one open Lead, has the sender's number. If several records match, ConnectSMS doesn't guess, and the conversation shows the phone number instead of a record name.
Can we text from Opportunities?
Contacts, Leads, Accounts and Cases work out of the box. An admin can add Opportunity in Recipients and choose which phone fields to use, up to one lookup away, for example the mobile phone of a primary-contact lookup field. After that, the admin adds the ConnectSMS Text Messages component to the Opportunity page in Lightning App Builder.
Can a Flow text new leads automatically?
Yes. Add the Send Text Message action to a record-triggered Flow on Lead. The user the Flow runs as needs permission to send from the number, and an Idempotency Key such as the Lead ID plus -welcome makes sure a re-save never sends a second text. Opted-out numbers are blocked, and quiet hours delay automated texts if you've turned them on.
What happens to a rep's conversations when they leave?
The number belongs to your Twilio account and the conversations are stored in Salesforce, not on the rep's phone. An admin gives another rep Send access to the number, and they pick up with the full history. Customers keep texting the number they already know.
Keep exploring
Service
Case updates and a shared service line for support teams.
Automation
Flow, Apex and REST messaging with the same checks as the screen.
SMS segments explained
Why one emoji or curly quote can double what a text costs.
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.