Twilio Service Cloud Accelerator
A single, unified engagement layer that connects Salesforce’s data power with Twilio’s programmable communications — enabling faster, smarter, and more flexible customer experiences.
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What it is
Bring the full power of Twilio’s programmable communications platform directly inside Salesforce Service Cloud Voice. By embedding Twilio’s telephony infrastructure natively within Salesforce, organizations gain a unified, contact center experience that is faster to deploy, easier to manage, and infinitely more flexible.
Unlike traditional CTI or bundled telephony solutions, the Flex SDK model routes all voice interactions through Salesforce Omni-Channel and Flows. Allowing you to use Salesforce data and automation logic for routing, escalation, and reporting — no data duplication or middleware required.
The result is a single pane of glass: one workspace, one data model, one experience.
Cost Savings
40% reduction in total cost of ownership
API First
Complete control and flexibility of programmable communications
Single Pane of Glass
One agent experience that stays in Salesforce
Move Beyond CTI
Resolves known bugs, speed, attachment limits, and data ingestion issues.
Integrations
- When a call (voice or chat) arrives via Flex, the integration searches Salesforce (Contacts, Leads, Cases, or custom objects) and screen-pops the matching record for the agent.
- Agents can click a phone number in Salesforce and initiate an outbound call via Flex (click-to-dial) and the call is logged back into the correct Salesforce record.
What you get
- Enables agents to work entirely within Salesforce (no context switching).
- Provides a unified interaction history (voice/chat/SMS) tied to CRM records — important for tracking, governance, and analytics.
- Reduces manual logging and improves accuracy.
Cut telephony costs, improve call routing
Unlock deeper customer insights and faster resolutions with Twilio Flex natively embedded in Salesforce.