Once your Twilio account has been integrated with Servis.ai you can make calls and send SMS messages right within your Servis.ai account. Let's go over the features in more detail.
User Permissions: Only the Administrator can pair a Twilio Account.
Prerequisites: A Twilio account is required for the integration.
Contents
Making Phone Calls
There are two ways you can access the phone call floating panel to make calls once your phone number has been paired.
1. Click on any phone number within Servis.ai.
2. Choose 'Make Call' from the Activity Column for any contact.
You don't have to call the phone number associated with the contact you've selected. When the Phone Call widget is open you can replace the pre-populated phone number with any number you would like to call.
Note: When creating a new contact or entering a phone number in the phone call widget; ensure that you enter the "country code" before the number.
Call Recording and Transcription
A key benefit of integrating Twilio with Servis.ai is the ability to automatically record and transcribe calls. This feature activates as soon as a call ends and offers several practical advantages:
- Easily search for specific information within call transcripts
- Support compliance and legal documentation
- Use real call examples for employee training
- Improve service quality and customer satisfaction
- Enhance accessibility for team members
To ensure this feature is active, go to Settings > Integrations > Twilio and confirm that call recording and transcription is enabled.
Navigate to Activities > Phone Calls > All Phone Calls to access your recorded calls. You can also access this page from the Servis.ai home screen.
- Click on the call "ID" to view more details.
- If you just want to access the call recording click on 'View Transcription".
Call Details page
Call Transcription
On top of recording your calls, Servis.ai also provides a transcription. Click "view transcription" to get a detailed view of who was talking and when. You can follow along while you listen to your call.
SMS with Servis.ai and Twilio
Yes! You can also send SMS messages in Servis.ai through your Twilio account. Once a Twilio number has been paired, you will see an SMS icon in a phone number field. Clicking on it will open the floating text panel. This allows you to use SMS messaging right within Servis.ai.
You can also sift through logs of all of the SMS messages sent to your contacts. Just go to Activities > Texts > All Texts. You can also access this page from the Servis.ai home screen.
You can also filter your messages the same way you can with other logs in Servis.ai. You choose which fields you'd like to filter by as well as how you would like to sort or group the information.