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Twilio integration with Salesforce Service Cloud Voice is now Omnichannel

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Twilio·Sep 17, 2026, 05:00 AMFeatureAI-assisted summary

Summary

Added WhatsApp and SMS support to the Twilio integration with Salesforce Service Cloud Voice.
Routes SMS and WhatsApp conversations through Twilio TaskRouter into the Salesforce Omni‑Channel widget using the same presence, skills, and capacity model as voice.
Enables agents to handle voice calls and messaging concurrently in a single console with synchronized presence across channels.

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Official source Last checked Sep 20, 2026, 4:03 AM

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