Last updated: 2021-11-08

Source: https://support.freshservice.com/support/solutions/articles/50000003773-sample-use-case-twilio-automate-sms-notifications

Here’s a sample workflow to demonstrate the use of the Twilio Orchestration app to automate the notifications.

1. Create an event when an Incident request is raised.

2. Check if the priority of the incident is high with the help of the condition node.

3. Pull in the App Node which will have the following configurations:

App Name: Twilio - Orch

App Action: Send SMS

Notes when Configuring Inputs:

  • to:      The value should be the user's primary phone number.
  • from:  The value should be a phone number owned by the Twilio account.
  • body: The value should be the message to be sent, which can contain placeholders from the ticket

    •       4. The output of the action