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IT Service Management

Enterprise ITSM without the overhead

Full ITIL, CMDB, AI Assist and multi-department ESM — delivered by a dedicated consultant in weeks, not months.

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  • CMDB included, not tier-gated
  • Live in 3–4 weeks, every time
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Messaging

Twilio

Twilio is a cloud communications platform that enables service and support teams to send and receive messages, calls, and emails using various channels. Twilio can help service and support teams to improve customer engagement, automate notifications, and track interactions

Collaboration Messaging

Why Use Twilio

Manually or automatically send SMS messages in Twilio straight from Vivantio using Vivantio’s built in webhooks. Our automatmation platform extends Vivantio’s built in Twilio integration by triggering events in Vivantio from the following triggers in Twilio:

  • New SMS

  • New Call

  • New record complete

The integration also allows the following actions in Twilio to occur from within Vivantio or another integrated tool:

  • New SMS

  • Make an outbound call to a phone number

  • Make an outbound call to a Twilio Client

  • Make an outbound call to a SIP address

  • Make an outbound call to a phone number with TwiML

  • Custom API request

Seamless Communication

Integration creates a seamless communication channel between service management and end users, enabling them to collaborate without switching platforms.

  • Automation — of routine tasks such as ticket creation and status updates reduces manual work and speeds up processes.

Stay Updated Customers receive timely updates (through Vivantio) on the status of their issues, improving transparency and trust.

Streamline Processes

The streamlined processes and efficient collaboration result in quicker responses and better service delivery, enhancing customer satisfaction

Functionality

Send SMS Messages from Vivantio through Twilio:

Custom webhooks can be configured in Vivantio to send SMS message through Twilio. See an example of this in action and learn how it was setup here.

Albato – Twilio Integration

To extend the Twilio integration you can use our platform service partner, Albato, that is built directly into the Vivantio admin area.

The below screenshot shows how you can setup triggers in Twilio that can kick off automations, as well as how to set up actions you may want to perform in Twilio.