Collaboration tab with conference call in Interaction record

[Marcos Kassak]

Hello experts,

The customer business requirement is to reduce the ticketing basis per month (incidents), so the end user would navigate into the portal and open a live agent request via a virtual agent to interact and resolve his issue with the possibility of using Twilio conference calls.

I'm aware that Twilio and ServiceNow do have an integration for a conference call in incident records, but when it comes to interaction records the Collaboration tab doesn't even show on SOW.

Is the only available option here to duplicate SOW via UI Builder and add manually that tab? Would the integration work as it should?

I'm looking for different options but we need to use interactions and SOW for this matter.

Thanks!

[Raghuveer Moort]

Hi @Marcos Kassak , did you find the approach to get collaboration working using MS teams in SOW ?

[Marcos Kassak]

Hi @Raghuveer Moort

Do you mean inside the Interaction record or Incidents? If it was interaction we do implemented a workaround for that.