Salesforce GMS
GroviyaGMS: Real-Time SMS &
WhatsApp Communication Platform for
Salesforce
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.
Why Businesses Need This
Many businesses struggle with disconnected communication tools, delayed customer
responses, and lack of centralized conversation tracking.
GroviyaGMS solves this by bringing SMS and WhatsApp communication directly into
Salesforce with real-time updates and automation.
Install GroviyaGMS Managed Package
https://login.salesforce.com/packaging/installPackage.apexp?p0=04td2000
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 messagingKey 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 activity6. 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 mapping11. Notifications
• Real-time alerts
• Custom notifications
• Improves response time
Application Screenshots
Home Page
Users receive real-time notifications when they are not present on the chat screen and can
instantly redirect to the respective chat conversation.
Real-Time WhatsApp Chat InterfaceManage live WhatsApp conversations with customers using a real-time chat interface
powered by Salesforce LWC and Twilio integration.
Real-Time SMS Chat Interface
Send and receive SMS messages instantly inside Salesforce with real-time message tracking
and conversation history.
Bulk SMS Messaging
Send personalized SMS messages to multiple customers simultaneously using merge fields,
templates, and asynchronous processing.Bulk WhatsApp Messaging
Launch large-scale WhatsApp communication campaigns directly from Salesforce with
dynamic messaging and real-time delivery handling.
Architecture Overview
1. Lightning Web Components (LWC) – User Interface
• Provides chat interface (SMS & WhatsApp)
• Displays real-time messages
• Allows sending messages
• Uses empApi for Platform Events subscription2. Apex (Business Logic Layer)
• Handles outbound messaging via Queueable Apex
• Processes inbound messages
• Updates Message__c records
• Manages unread count and scheduling
3. Platform Events (Real-Time Engine)
• Triggered on message send/receive
• LWC subscribes via empApi
• Pushes instant UI updates
4. Twilio (External Communication Layer)
• Sends SMS & WhatsApp messages
• Handles inbound webhook messages
• Provides delivery status updates
End-to-End Flow
Outbound Message Flow
1. 2. 3. User sends message from LWC
Apex stores message in Message__c
Queueable Apex triggers Twilio API
4. Message delivered to customer
5. Platform Event updates UI
Inbound Message Flow
1. Customer sends SMS/WhatsApp
2. Twilio forwards message to Salesforce
3. Apex REST processes request
4. Message__c record created5. Platform Event updates UI
Message Status Updates
1. Twilio sends delivery status
2. Apex updates message record
3. Platform Event triggers UI update
4. Status shown as Sent/Delivered/Read
Technologies Used
• Salesforce Lightning Web Components (LWC) – Used to build the real-time chat
interface inside Salesforce
• Apex – Handles business logic, messaging processing, and integrations
• Platform Events – Enables real-time UI updates without page refresh
• Queueable Apex – Used for asynchronous outbound SMS & WhatsApp processing
• Scheduled Apex – Supports scheduled and automated messaging
• Twilio APIs – Used for sending and receiving SMS & WhatsApp messages
• REST APIs – Handles inbound webhook communication between Twilio and
Salesforce
• Named Credentials – Provides secure API authentication and endpoint
management
• Salesforce Custom Objects – Stores conversations, message history, and
communication tracking
• empApi – Used in LWC for subscribing to Platform Events in real time
• Salesforce Sites – Used to expose secure public webhook endpoints for inbound
Twilio communication
Use Cases
• Customer Support
• Sales & Lead Communication
• Notifications & Alerts
• Bulk Campaigns
Benefits
• Real-time communication
• Improved customer experience• Centralized tracking
• Scalable architecture
Conclusion
GroviyaGMS helps businesses streamline customer communication directly inside
Salesforce using real-time SMS and WhatsApp messaging.
With features like live chat updates, bulk messaging, scheduled communication, unread
tracking, and Twilio integration, GroviyaGMS provides a scalable and modern
communication solution for sales and support teams.