When you are working as a support user and a high-priority case is created in Salesforce, we can automate the process of sending an email using a flow.
Now, what if we also want to send an SMS from Salesforce when any condition is met to defined criteria? Therefore, we need to use a third-party messaging app or API integration for this purpose.
In this blog, we will understand how to configure Twilio in Salesforce and send SMS from Salesforce using Twilio.
What is Twilio?
Twilio is a cloud communications platform-as-a-service (CPaaS) that enables developers to add communication features, such as voice, messaging, video, and email, to their applications using APIs.
It enables businesses to create and manage customer engagement experiences across various channels, including contact centers, SMS notifications, and more.
Twilio offers an app for Salesforce that enables seamless integration of Twilio’s power with Salesforce. There can be many use cases where we can integrate Twilio with Salesforce.
Below, you can see some of the use cases of integrating Twilio with Salesforce:
- We can send a welcome text to the users or customers.
- We can send a critical alert to administrators, notifying them about urgent changes or issues within the Salesforce organization.
- Sending an alert to the account manager when a case gets escalated.
Set Up the Twilio Platform
Before we begin our solution, we need to set up Twilio. To get Twilio up and running, we need to complete the following tasks to connect it to our Salesforce organization.
1. Sign Up for Twilio
You can read more about and get the Twilio tool you need to navigate at their official website.
In the first step, we need to set up a Twilio account. To do so, click the “Start for free” button and use it for demo purposes.
Then the signup page will open. There, you need to provide a few basic details, including your name, email address, and password. Then click the continue button.
After you have successfully signed up, you will receive an OTP at the e