Feature
Twilio-Salesforce Service Cloud Voice now supports Omnichannel messaging
Twilio's Salesforce Service Cloud Voice integration now supports WhatsApp and SMS channels alongside voice, allowing agents to handle messaging and calls concurrently in a single console with unified presence and skills-based routing through Omni-Channel.
We’re excited to announce that Twilio integration with Salesforce Service Cloud Voice now supports WhatsApp and SMS, alongside existing support for Voice and listed on the AppExchange.
This release comes with the following enhancements:
- Route SMS and WhatsApp conversations through Twilio TaskRouter into the Salesforce Omni-Channel widget, using the same presence, skills, and capacity model as voice
- Handle messaging conversations and voice calls concurrently in a single agent console, with agent presence synchronizing across all channels on work acceptance
To learn more about setup, please see the setup guide.
salesforceomnichannelsmswhatsappintegrationrouting
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