Using IBM® App Connect to interact with Twilio

By Shahmini Arumugam posted Mon July 03, 2023 10:16 PM

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Co-author – Srihari Ananda Kumar

Twilio is a cloud communication platform provider that allows communication to be established. Twilio can be used to make voice and video calls, send messages, send emails, and even connect to IoT devices.

Building a flow in IBM App Connect with Twilio

Use App Connect to build flows that integrate with Twilio and other applications. The connector is displayed as Twilio on the App Connect User Interface (UI).

To allow App Connect to connect to your Twilio account, you need to fill in the connection fields that you see in the App Connect Designer Catalog page or flow editor. For more information on connection fields, see How to use IBM App Connect with Twilio.

Twilio objects

The following are Twilio action objects that can be run in App Connect.

Objects	Description
Calls	A call is an instance of a connection between a phone and Twilio. The Voice API from Twilio enables you to place, receive, and track calls.
Incoming phone numbers	An incoming phone number resource is a Twilio phone number that has been either created, ported, or provisioned or hosted on Twilio.
Message services	Messaging services allow you to send messages at scale and across various locations.
Messages	You can deliver messages to customers across preferred channels with an API for one-way, transactional messaging.

Scenario 1: Notify users via phone call or text or WhatsApp message using Twilio whenever an incident is created in ServiceNow

Consider this scenario where you notify users via phone call, text message, or WhatsApp message by using Twilio whenever an incident is created in ServiceNow.

In this flow:

The event-driven flow is triggered whenever a new incident is created in ServiceNow.

The ServiceNow incident will consist of incident details such as the communication channel to be used by Twilio.
If ServiceNow Notify is set to Send message, a text message (SMS) gets sent from Twilio to the specified phone number.

For example, the user will receive a text message as per in the Message body:
If ServiceNow Notify is set to Telephone, a phone call will be made to the specified number.

For example:
In this example, the Twilio Markup Language parameter is passed as the call response.
Otherwise, a WhatsApp message gets sent from Twilio to the specified phone number.

Resources

Try out our templates

You can view the following use cases in the Templates gallery in your App Connect Designer instance.

Notify users via phone call or text or WhatsApp message using Twilio whenever an incident is created in ServiceNow
Template URL: https://<your-instance-id>/templates/Notify%20users%20via%20phone%20call%20or%20text%20or%20WhatsApp%20message%20using%20Twilio%20whenever%20an%20incident%20is%20created%20in%20ServiceNow
Create a note in Salesforce for the retrieved call details of a phone number from Twilio
Template URL: https://<your-instance-id>/templates/Create%20a%20note%20in%20Salesforce%20for%20the%20retrieved%20call%20details%20of%20a%20phone%20number%20from%20Twilio

You must enable the Designer AI features in your containerized environment to access the App Connect templates. For more information, see The preloaded IBM App Connect templates.

You can also import these use cases directly into your App Connect Designer. These templates are added to a public GitHub repository at https://github.com/ot4i/app-connect-templates/tree/cp4i-templates/resources. For more information about the supported connectors, see App Connect Connectors.

For any inquiries on this blog or connector, contact Srihari at srihakum@in.ibm.com.

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