Hi All,
Some time needs to send a Survey to our caller/Customer by SMS on mobile. So that the user does not need to login on ServiceNow instance he just needs to complete his survey by reply on SMS.
I have created it using Twilio Flow. Twilio also provided Studio (https://www.twilio.com/docs/studio ) to create Flow Just like Workflow in ServiceNow. We can create flow in Twilio and trigger it from ServiceNow.
To implement it we need to complete three steps.
- Create a Flow in Twilio using Twilio studio ( https://www.twilio.com/docs/studio )
- Call this Flow from ServiceNow REST Message (Trigger SMS from Twilio)
- Create Scripted REST API call by Twilio to update your survey (Log Result) in ServiceNow
Pre-Required:
- Twilio account
- Create a survey for incidents you can use Survey Designer.
Twilio
Create Flow in Twilio:
- Login to Twilio account Go to Explore Products --> Developer tools --> Studio
Now Click on Flows --> Create New and Enter your Flow Name
Now Create your flow for details see ( @ https://www.twilio.com/docs/studio/tutorials/how-to-conduct-a-survey )
For more details on how to call it in ServiceNow See attached Document.
