• Introduction

  
  

  In today’s digital world, businesses need fast and efficient customer communication.

  However, managing SMS and WhatsApp across multiple tools leads to fragmented communication and poor visibility.

  GroviyaGMS solves this by enabling real-time messaging directly inside Salesforce.

  Install GroviyaGMS Managed Package
  https://login.salesforce.com/packaging/installPackage.apexp?p0=04td2000000NuCnAAK

  Post Deployment step for Managed Package 
  https://drive.google.com/drive/u/2/folders/1Ltm_7T_qVIpcsuH1PTGqv4F2oafqKPIa

  What is GroviyaGMS?

  GroviyaGMS is a real-time communication platform built on Salesforce.

  ·        Send and receive SMS & WhatsApp messages

  ·        Centralized communication inside CRM

  ·        Integrated with Twilio for messaging

  Key Features

  GroviyaGMS is designed to deliver a complete, scalable, and real-time communication solution within Salesforce. Below are the core features that make it powerful and business-ready.

  1. Real-Time SMS & WhatsApp Messaging

                   Instant message delivery using Twilio APIs

                   Inbound messages captured via webhook

                  Conversations linked to Contact/Lead records

  2. Unified Chat Interface (LWC)

                  WhatsApp-like chat UI inside Salesforce

                  Conversation history view

                  Message status tracking (Sent, Delivered, Read)

                  Real-time updates using Platform Events

  3. Real-Time UI Updates

                  No page refresh required

                          Instant message visibility

                   Event-driven architecture

  4. Unread Message Tracking

                Tracks unread messages per customer

                 Auto updates via triggers

                 Helps prioritize responses

  5. Agent Presence Detection

               Tracks agent availability

                Helps in routing communication

               Triggers alerts based on activity

  6. Bulk Messaging

                 Send messages to multiple users

                  Supports merge fields

                   Dynamic templates

                   Handled via Queueable Apex

  7. Scheduled Messaging

                    Schedule messages for later

                     Supports timezone handling

                     Automated via Scheduled Apex

  8. Twilio Integration

                      Secure API integration

                      Delivery tracking support

                      Uses Named Credentials

  9. Message Storage

                     Stores all conversations

                     Linked to Salesforce records

                     Supports reporting

  10. Inbound & Outbound Handling

                   Outbound via Queueable Apex

                    Inbound via REST webhook

                    Automatic record mapping

  11. Notifications

                   Real-time alerts

                  Custom notifications

                   Improves response time

  
  

                                             End-to-End Flow

                                   Outbound Message Flow

                                  User sends message from LWC

                                  Apex stores message in Message__c

                                 Queueable Apex triggers Twilio API

                                 Message delivered to customer

                                 Platform Event updates UI

                                     Inbound Message Flow

                                                 Customer sends SMS/WhatsApp

                                                 Twilio forwards message to Salesforce

                                                 Apex REST processes request

                                                 Message__c record created

                                                 Platform Event updates UI

                                      Message Status Updates

                                                Twilio sends delivery status

                                                Apex updates message record

                                               Platform Event triggers UI update

                                               Status shown as Sent/Delivered/Read

                        Use Cases

                                Customer Support

                                 Sales & Lead Communication

                                  Notifications & Alerts

                                 Bulk Campaigns

                        Benefits

                                  Real-time communication

                                  Improved customer experience

                                  Centralized tracking

                                 Scalable architecture

                        Conclusion

                                        GroviyaGMS enables businesses to manage real-time communication efficiently within Salesforce      

                        Feedback & Support

                                        If you encounter any issues during Salesforce and Twillio integration or have suggestions for improvement, feel free to reach out or share your feedback.