Twilio
Salesforce integration.
The three ways Twilio connects to Salesforce, what each covers, and the Open CTI retirement date to plan around.
A Twilio Salesforce integration puts calls and messages inside Salesforce. Twilio documents three routes: Twilio as the telephony provider for Salesforce Service Cloud Voice, the Twilio Flex CTI connector built on Open CTI, and the Twilio for Salesforce package for SMS. Twilio says Open CTI is scheduled for retirement on February 28, 2028.
How it works
What happens to Twilio Flex CTI when Open CTI retires?
Twilio says Salesforce Open CTI is scheduled for retirement on February 28, 2028, and that implementations using it, including the Flex integration, will no longer work after that date. Twilio asks customers to contact their account executive about migration.
The connector
Twilio for calls, Salesforce for context.
Techila Global Services is a Salesforce Summit Partner. We set up the Salesforce side of a Twilio integration: the contact center, routing, click-to-dial and activity logging, and the records calls and messages attach to.
For teams on Flex CTI, we plan the move before Open CTI retires.
Which Twilio Salesforce integration should you use?
| Route | What it covers | Notes from Twilio's docs |
|---|---|---|
| Twilio as telephony provider for Service Cloud Voice | Inbound calls via TaskRouter, Studio IVR, outbound dialing and click-to-dial, call recording, transcription, supervisor barge-in | Voice channel; SMS and WhatsApp need a separate guide; not a HIPAA Eligible Service or PCI compliant |
| Twilio Flex CTI connector | Click-to-dial, screen pop with search, context switching, activity logging, SSO | Built on Open CTI, scheduled for retirement on February 28, 2028; Classic and Lightning supported |
| Twilio for Salesforce package | SMS from Process Builder, campaign SMS to leads and contacts, one-to-one SMS, an Apex library | Public Beta; not covered by a Twilio SLA |
Our Salesforce integration services cover the Salesforce side of each route.
What does Twilio bring into Salesforce?
- Calls in Salesforce: Twilio's guide lets service reps make and receive calls in Salesforce, with recording and playback there.
- Supervisors: barge-in and listen on live calls.
- Automation: Omni-flow automation creates voice call records.
- Setup needs: a Flex account, a SAML 2.0 identity provider such as Okta, and no restricted API key.
What moves between Twilio and Salesforce?
- Inbound calls routed to reps (from Twilio to Salesforce)
- Call recordings for playback (from Twilio to Salesforce)
- Click-to-dial outbound calls (from Salesforce to Twilio)
- SMS from records and campaigns (from Salesforce to Twilio)
What should Flex CTI users do before Open CTI retires?
- List the Flex CTI features your agents use: click-to-dial, screen pop, activity logging, SSO.
- Check whether Twilio as the Service Cloud Voice telephony provider covers them.
- Contact your Twilio account executive, as Twilio's docs advise, for migration options.
- Plan and test the switch well before February 28, 2028.
To plan the move, book a discovery call.
Architecture
How does Twilio connect to Salesforce?
Twilio
Service Cloud Voice or Flex CTI
Salesforce
What's included
What does Techila set up for Twilio and Salesforce?
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FAQ
Frequently asked questions.
What architects ask before commissioning a Techila integration.
Yes. Twilio's guide sets Twilio up as the telephony provider, so service reps make and receive calls in Salesforce, with TaskRouter routing, Studio IVR and call recording.
No. Twilio says it is not a HIPAA Eligible Service and not PCI compliant.
The Twilio for Salesforce package sends SMS from Process Builder, to campaign members and one-to-one from records. It is a Public Beta not covered by a Twilio SLA.
Twilio says Salesforce Open CTI is scheduled for retirement on February 28, 2028, after which Open CTI integrations, including Flex CTI, will no longer work.
Sources
Last reviewed:
- Twilio Docs, Set up Salesforce Service Cloud Voice (SCV) with Twilio (read 10 November 2026)
- Twilio Docs, Integrate Flex with Salesforce (read 10 November 2026)
- Twilio Docs, Twilio for Salesforce (read 10 November 2026)
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