Salesforce Service Cloud runs your support operation, and Service Cloud Voice (SCV) brings telephony into the same agent console, whether through Amazon Connect or Service Cloud Voice for Partner Telephony with providers like Five9, Genesys, Cisco, Avaya, Vonage, RingCentral RingCX, or Talkdesk. Your agents handle calls, chat, messaging, and email from one screen, with full case context from the CRM. What they cannot do natively is take a card payment inside that conversation.
This trips up a lot of teams, because Salesforce does sell a product called Salesforce Payments. The important detail: Salesforce Payments is built for Commerce Cloud and Order Management web checkout, not for agent-assisted payments on a phone or chat session in Service Cloud Voice. It is commerce checkout, not contact centre payments.
This guide is written for two audiences: merchants running Service Cloud or SCV who need to collect card payments during agent conversations, and the System Integrators and Salesforce Consulting Partners implementing those contact centres. If you are trying to close the in-call payment gap, this is for you.
Salesforce Payments vs Contact Centre Payments
It is worth being precise here, because the naming overlap causes real confusion during scoping.
Salesforce Payments is a genuine product. It powers checkout for B2B and B2C Commerce storefronts and ties into Order Management, so a customer buying through your commerce site can pay with a saved card, digital wallet, or similar. That is a web-commerce flow.
A Service Cloud Voice conversation is a different surface entirely. When a customer calls your support line, or messages your team, and wants to pay a bill, settle an overdue balance, or place an order over the phone, there is no native Salesforce capability to capture and process that card securely inside the call. Salesforce Payments does not extend into the agent console for this. The platform is PCI DSS certified as a service provider under a shared-responsibility model, but it provides no compliant in-call card-capture mechanism. To collect payments in the contact centre, merchants add a third-party AppExchange app or a PCI descope vendor.
The Payment Challenge in Service Cloud Voice
The core problem is that card data cannot be allowed to enter your voice stack, your call recordings, or your CRM. The moment a customer reads a card number aloud and an agent hears it, types it, or it lands in a recording, that telephony platform, the SCV layer, and Salesforce itself fall into PCI DSS scope. For an enterprise on Service Cloud, that scope can be enormous.
Doing this yourself is not realistic for most teams. Building and maintaining a PCI DSS Level 1 environment with the right network segmentation, tokenisation, and audited controls is expensive to stand up and to maintain. And Salesforce gives you no native in-call capture to build on, so you would be assembling the entire payment path from scratch.
The goal is to keep card data out of the conversation altogether while still letting the agent stay on the line and guide the customer through payment.
How Shuttle Adds Payments to Salesforce Service Cloud
Shuttle adds PCI-compliant card capture to your Salesforce Service Cloud payment flows. When the customer is ready to pay, the card is captured through Twilio Pay and goes to your gateway through Shuttle's PCI DSS Level 1 certified environment, and the card data never reaches your Salesforce Service Cloud recordings, transcription, or your agents.
The setup is light. It runs on Twilio Pay, so you need to be a Twilio customer, and you build a small integration on your side. Shuttle ships the secure PCI capture, payment links, IVR, and the payment APIs; what it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call wired for Salesforce Service Cloud specifically. So the part you build is small: pass the payment amount to Shuttle through its API (the minimum data we need), connect the secure capture into your Salesforce Service Cloud call flow over Twilio, and add your own agent screen if your workflow needs one. If that fits, book a call and we will scope your exact setup. There is practical detail in the "What to Expect" section further down.
How It Works
Agent workflow
The agent stays on the call the entire time. When it is time to pay, they trigger the secure Twilio Pay capture from your workflow. The customer keys in their card, and the agent sees only masked progress indicators and the final outcome. There is no transfer to a separate payment line, and the agent confirms the result and logs it against the case.
Customer experience
The customer never has to repeat card details aloud or worry about who is listening. They simply type their card number, expiry, and security code on their phone keypad while still talking to the agent. They get a confirmation.
Multi-PSP Support
Shuttle is gateway-neutral, so you keep your existing acquiring relationships and processing economics on supported gateways.
Connect to 30+ payment gateways for voice, including Stripe, Adyen, Worldpay Access, and Checkout.com.
Run each client or business unit on its own gateway, which matters for enterprises running multiple brands or subsidiaries through one Service Cloud instance.
Keep your current pricing and settlement arrangements with each acquirer.
Switch gateways without re-engineering the payment flow; it is configuration, not a re-integration, though saved cards stay with the gateway that stored them. One caveat for voice specifically: a few gateways (for example Braintree and Square) don't permit raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest assurance level. Because card data is captured through Twilio Pay, goes to your gateway through Shuttle's environment, and never enters your Salesforce, contact-centre, or recording systems, those systems' PCI scope is limited.
This is a shared-responsibility model done properly. Instead of carrying the burden of a full SAQ-D assessment across your contact centre, descoping the conversation can reduce your obligation toward SAQ-A. Your auditors will still confirm the boundaries, but the surface they have to assess is smaller.
Beyond Voice: Payment Links
Not every payment happens on a live call. For chat, messaging, and email cases inside Service Cloud, agents can send a hosted payment link the customer opens and pays through securely. The same gateway setup and PCI posture apply, so whether the conversation is voice or digital, the card data stays off your stack.
For Solution Providers and Salesforce Implementation Partners
If you implement Service Cloud and SCV for clients, the in-call payment gap is a recurring requirement you can solve cleanly.
Shuttle's voice capture runs on Twilio Pay, so the client needs to be a Twilio customer, and the agent-side interface is built against Shuttle's APIs as part of your delivery. There is no pre-built Service Cloud widget today.
For Consulting Partners delivering implementations, Shuttle is the payment layer you add to the SCV build: you handle the contact-centre design and CRM configuration, while Twilio Pay captures the card and Shuttle's Pay Connector sends it to your gateway. That keeps card data out of the environment you are delivering, which limits its PCI scope, which is an easier story to take to enterprise procurement and security review.
Use Cases
Bill-Pay and Account Payments
Customers calling about an invoice or account balance can settle on the spot, with the payment logged against the case in Service Cloud.
Collections and Payment Plans
Collections agents can take a one-off payment or set up a payment plan mid-call, without card data touching the recording or the CRM.
Order Taking
Phone and chat orders convert, with the agent confirming the transaction before the customer hangs up.
Subscriptions and Renewals
Capture a card for a renewal or recurring plan during a service conversation, sent to the gateway you configured.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Salesforce Service Cloud plugin. Here is the honest detail so there are no surprises on the call:
It runs on Twilio Pay today. Shuttle's voice capture uses Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways, so you need to be a Twilio customer. Shuttle works with Twilio today, and any carrier coming soon.
You build a small integration, not a payment system. Shuttle ships the secure PCI capture, IVR, payment links, and payment APIs. What it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call for Salesforce Service Cloud specifically. So you build that minimal glue: pass the amount to Shuttle via its API (the minimum data we need), connect the capture into your Salesforce Service Cloud call flow over Twilio, and add your own agent screen if your workflow needs one. It is light.
Point-of-payment capture is what is live. Securely capturing the card at the moment of payment works today. Shuttle staying present across the entire conversation is not available today, and Shuttle does not ship call hand-back after payment out of the box. What happens to the caller after payment is part of the call flow you build in Twilio. Works with Twilio today, and any carrier coming soon.
Payment links are the most turnkey path and need the least build. Many teams start there and add voice capture later.
FAQ
Does Salesforce Service Cloud take payments? Not natively in the contact-centre conversation. Service Cloud and Service Cloud Voice have no built-in way to capture and process a card during a call or chat. Merchants add a PCI scope-reduction provider like Shuttle.
Does Shuttle have a native Service Cloud integration? Not today. Shuttle's voice capture runs on Twilio Pay, and you invoke that setup rather than installing a Shuttle app in Salesforce. For voice you'll need to be a Twilio customer and to build the agent-side trigger for your workflow against Shuttle's APIs. Payment links require no Twilio relationship.
Does this require Twilio? For voice capture, yes, today. The secure card capture runs via Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Payment links do not require Twilio. Shuttle works with Twilio today, and any carrier coming soon.
Isn't Salesforce Payments enough? No. Salesforce Payments is scoped to Commerce Cloud and Order Management web checkout. It does not provide agent-assisted, in-call card capture in Service Cloud Voice. It is commerce checkout, not contact centre payments.
Which payment gateways does Shuttle support? Shuttle connects to 30+ gateways for voice, including Stripe, Adyen, Worldpay Access, and Checkout.com, with per-client and per-business-unit gateway setup. Braintree and Square work for payment links but not for voice capture. Switching gateways is configuration, not a re-integration, though saved cards stay with the gateway that stored them.
Can we just build PCI-compliant capture ourselves? You can, but standing up and maintaining a PCI DSS Level 1 environment is expensive, and Salesforce gives you no native in-call capture to build on. Most teams use a certified provider instead.
Related Reading
Contact centre payments: the hub guide covering PCI-compliant payments across every contact-centre platform.
Embedded payments for CCaaS: how payment capture embeds into cloud contact-centre stacks.
Genesys payments: taking payments when Genesys is your SCV partner telephony.
Amazon Connect payments: in-call capture when Service Cloud Voice runs on Amazon Connect.
Payments for CCaaS implementation partners: how SIs add the payment layer to contact-centre builds.
Take Payments in Your Service Cloud Contact Centre
Shuttle adds PCI-compliant payment capture to Salesforce Service Cloud Voice across 30+ gateways, at $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account. Keep card data off your Salesforce, contact-centre, and recording stack while your agents stay on the call.
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